TECHNICAL SKILLS:

Skills: TCP/IP, DNS, VLANs, VoIP, Cisco Unified Call Manager, Cisco Call Manager Express, Cisco Unity Connection, Cisco Unity Express, Cisco Unified Presence, Cisco IM and Presence, Cisco Jabber, Cisco VCS Expressway, Cisco Configuration Professional, VMWare ESXi 5.X - 6.X, Windows Server 2008/2012, Active Directory, RADIUS, Network Policy Server, ADEX Tools (Active Directory Express), Oracle Identity Manager, Cisco Adaptive Security Device Manager, Cisco Meraki Cloud

Switching Hardware: Cisco Switches - 2960/3550/3560/3750/3850/ SG series, Dell - PowerConnect series, Netgear ProSafe series, Cisco Meraki MS series

Routing Hardware: Cisco Routers - 2800/2900 series

Security Hardware: Cisco Firewalls - ASA 5500 series, Cisco Meraki MX series, Fortinet, Sonicwall

Wireless Hardware: Cisco Meraki MR Series, Cisco Aironet 1700/2500 series, Ubiquifi, Cisco LAN Controllers

VoIP Hardware: Cisco UCS 50 00 and 60 00 series servers

Monitoring/Management/Ticketing Systems: AutoTask, Remedy BMC, Footprints, Contactual (8X8), Workflow Information Tracking System, Logic Monitor, Packet Trap, RTMT, SolarWinds

PROFESSIONAL EXPERIENCE:

Confidential

Network Engineer

Responsibilities:

• Configuration of complete networking environments for over 200+ clients, ranging from 5 to 500 end users. This includes implementation and configuration of all network equipment details, Visio network diagrams, SNMP monitoring, licensing, documentation, and troubleshooting environment from end to end.
• Project/Implementation Engineer role - Managing and implementing project and network cutovers from beginning to end of lifecycle. Projects range from on-boarding, upgrades, new deployment of various types of network switches, wireless access points, routers, firewalls, and physical and virtual servers.
• Mid-Level/NOC Engineer role - Assisting with Tier 1, 2, & 3 service desk tickets after hours/on call. This includes critical network down escalations, network troubleshooting, firewall support, wireless support, unified communications support, migrations, office moves, workstation/vmware/server/networking equipment upgrades, and general end user support.

Confidential

Network/Application Support Engineer

Responsibilities:

• Troubleshooting Tier 1 escalations from school administrators across 30 states
• Testing is completed with A.I.R. proprietary software, Secure Browser.
• Customer support is provided via phone/email, may involve remoting into computer systems via Confidential .
• Frequent issues included software/driver upgrades, packet/data loss during transmission due to various reasons, and some instructional issues. Many issues were replicated in on-sight Tier 2 labs. Labs included various equipment such as Windows and Linux/Unix supported laptops/desktops, Macbooks, iMacs, Chromebooks, iPads, and Android Tablets.
• Weekly metric of approximately 30 cases resolved

Confidential

IT Specialist

Responsibilities:

• Assisted in process creation of Reconciliation Cycle
• Addressed known issues causing recon events in Oracle Identity Manager and 60+ production platforms
• Researched OIM profiles of all Confidential users to ensure appropriate/approved access is present in production platforms
• Reconciled OIM profiles in production platforms to remove unauthorized access
• Reconciled OIM roles and entitlements to ensure OIM and platform access controls comply with Confidential policy and governance
• Reported weekly metrics of process to Senior Management
• Daily metric of approximately 200 user profiles per day

Confidential

Remote Access Support

Responsibilities:

• Created process/instructional document to provide to all users using VPN from remote location
• Provisioned users with RSA hard/soft tokens to provide two-step authentication
• Revoking RSA tokens from off-boarded users
• Provided level 2 support to troubleshoot remote access and authentication issues for all users
• Weekly metric of appr oximately 20-40 Tier 1 escalations per week

Confidential

Responsibilities:

• Created and deleted user profiles in 100+ production applications
• Provisioned/Revoked user access in various platforms
• Provided level 2 support for users requesting appropriate access
• Daily metric of provisioning/revoking user access: 200 - 300 requests

Confidential

PC Technician/Desktop Support/Tier 1 Help Desk

Responsibilities:

• Assisted in the upgrade of laptops and desktops from Win XP to Win 7 for about 1,000 personnel
• Imaged new Dell and HP laptops and desktops to install Win 7 OS on all CPUs
• Set up various office spaces with new laptop/desktop, docking stations, etc.
• Decommissioned old CPUs and hardware to be either recycled or returned to vendors
• Answered phone calls for the roughly 2,500 NAE portal users
• Generated tickets for issues such as password resets, troubleshooting peripherals, etc.

Confidential

Office Automation Clerk/Human Resources Assistant

Responsibilities:

• Assisted HR Specialists and Supervisory Officials by performing technical and administrative projects in the support of recruitment and placement
• Prepared new-employee orientation packages using MS Word and MS Excel
• Assisted in managing Resource Library for roughly 4,500 federal employees through use of the Electronic Official Personnel Folder (eOPF) database
• Tracked and maintained the workflow of recurring HR processes and activities
• Processed a full range of standard recurring HR actions related to position and recruitment using HR systems provided by the Office of Personnel Management; Used HR program rules to implement HR procedures and operations strategy that increased workflow of client requests and improved the time to process each request
• Created comprehensive internal and external letters, reports, memos, for Team Leaders, Branch Chiefs,