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Level 2 Network Analysts Resume Profile

Washington, DC

Summary

Skilled NOC Engineer with over 5 years experience providing networking support for small, medium, and large size businesses. Experienced support engineer in diagnosing, troubleshooting and resolving client issues within a call center environment. Dedicated team player that goes the distance for assisting customers and helping my company succeed.

IT Experience

Level 2 Network Analysts

Confidential

  • Provided monitoring of DC Government Frame-relay and MPLS Metropolitan Area Network
  • Used various network monitoring tools for diagnostic and troubleshooting network issues
  • Support VPN users of RSA token and PhoneFactor
  • Resolve network issues or escalate them to meet the desired SLA
  • Uses Cisco and CatOS commands to track down the root cause of network problems
  • Opened Cisco TAC cases for issues that were unresolved and to RMA equipment
  • Opened tickets with Verizon for down or bouncing circuits.

NOC Engineer

Confidential

  • Supported the Campus Area Network for the National Institute of Health
  • Used NetCool Monilth for monitoring of the network
  • Go onsite to troubleshoot problems locally like LAN port activations or connectivity issues
  • Configured and troubleshoot Vlans
  • Used Remedy for the creation and modifying trouble tickets
  • Use various software based troubleshooting tools including CiscoWorks to perform initial problem determination, evaluation and resolution
  • Configured and replaced APC power supplies of various models
  • Used fluke devices to verify LAN jack connectivity and length of cable

Confidential

  • Perusing a Bachelor Degree in Computer Science
  • Configured LAN and WAN
  • Configured routing and routed protocols like TCP, RIP, EIGRP, OSPF
  • Acquired the Network , CCENT, and CCNA Certifications

Helpdesk Support Technician

Confidential

  • Supported customers in apartment communities with internet connection issues
  • Used Vantive trouble ticket system for tracking of customers issues
  • Took escalated trouble tickets from supervisors for irresolvable issues
  • Troubleshoot and configured customers TCP/IP, PPPOE, and network configurations
  • Communicated with the NOC on wan issues
  • Walked customers though setting up mail on their email client software

DSL Support Technician

Confidential

  • Provided troubleshooting and configuration of SDSL routers for business customers
  • Setup customers mail exchange records and assisted on configuration on MS Outlook
  • Allocated a block of public IP address for customers to use
  • Configured static and DHCP settings via telnet on customer routers
  • Assisted customers via phone support to setup VPN access
  • Used NetCool for monitoring of the network to determine outages

Tier 2 Helpdesk Analyst Confidential

  • Monitored the network for latency or down transcender
  • Took escalation from tier 1 technicians via Remedy trouble ticket system
  • Escalated irresolvable network issues to Tier 3 technicians
  • Troubleshoot end-users hardware and software issues on various operating systems
  • Trained new technicians on troubleshooting skills
  • Configured and walked customer through configuring their network card

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