OBJECTIVE:

• To find a fun, friendly, and long - term work environment to excel and further my technical and customer service abilities in all areas of Computer Networking, System Administration, and Information Technology.

TECHNICAL SKILLS

• Windows XP, 7, 8, 10, MAC OS, Server 2008 R2, 2012
• Cisco Routers & Switches (2921, 37xx, 6509, Nexus, etc.)
• Cisco Call Manager / Cisco Call Manager Express (Phone Profiles, Connectivity, Troubleshooting, etc.)
• Cisco Voice Gateways & Phones eHealth Bandwidth Analysis
• Arbor PeakFlow LAN Analysis
• NetScout Intel Console & nGenius
• Network Instruments Observer
• Wireshark
• HP ITSM, Service Desk, AxoSoft Ticketing
• Cisco Splunk Proxy Logs
• Putty, SecureCRT, DameWare, RDP, etc.
• TFTP / FTP - SolarWinds, PumpKin, etc.
• CA Performance Center
• SonicWall Firewalls (NSA, TZ, SRA)
• Active Directory & Exchange Server Email
• Apple & Android Mobile
• WAN Circuit Testing w/ Telcos
• Tegile SAN Familiarity
• OpNet Packet Analysis
• BMC Remedy
• Microsoft Word, Excel, Visio, PowerPoint
• Adobe Illustrator, Photoshop
• PDQ Deploy
• CA Spectrum (SNMP Monitoring)
• HP ProCurve & Aruba Switches

PROFESSIONAL EXPERIENCE

Confidential

Operations Support

Responsibilities:

• Application Support and Operations Support, maintaining, troubleshooting and resolving problems with our application cloud infrastructure.
• Server Infrastructure hosted on RackSpace Cloud and Amazon Web Services.
• Troubleshooting automation plugin issues by examining logs, etc. Keeping Windows Server infrastructure maintained by monitoring and configuring backups, Windows patches, and other technical troubles.
• Monitoring database logs for errors, and taking corrective action to resolve.
• Resolving trouble tickets that come into the ticketing system, as well as via E-Mail.
• Project work, migrating infrastructure to Amazon Web Services.

Confidential

Support Specialist

Responsibilities:

• Help Desk Specialist & Technical Support Specialist. Monitoring customer Networks, Server farms (Hyper-V, VMWare ESXi), Firewalls, and Workstations / Printers / etc.
• Mimecast Spam Administration and support. Monitoring remote Networks and devices using Continuum.
• Experience installing and configuring Auvik Cloud SNMP Monitoring at customer site.
• Active Directory management, clean-up, and basic group-policy implementation at sites.
• Patching and Malware/Spyware updating through Continuum.

Confidential

IT Help Desk Support & Network Administration

Responsibilities:

• Worked as Help Desk first response, combined with Network & System Administration roles. Supported HQ office of 120+ employees, as well as 6 remote DC warehouses across the country. Defined technology profiles for different departments to standardize new-hire process for Human Resources.
• Performed new user set-ups and tear-downs, configured employee Security Policy build outs in Active Directory for Server and Application Access rights. Built out and backed up Microsoft Exchange mailboxes. Supported Microsoft Exchange application and troubleshot client-side issues in production. Deployed software plugin packages and updates via PDQ Deploy. Supported users for the in-house bred ERP Ordering System, by building out users, granting access rights, and troubleshot security and reporting problems related to database permissions and more.
• HP & Lenovo branded PC and Laptop troubleshooting, installation, and repair. Workstation re-images using Microsoft Deployment Services. Provided support and troubleshooting to all users of Android and iPhone tablets and devices. Supported Motorola Wireless controller and Access-Points, as well as client-side Wi-Fi connectivity issues for employees, contractors, and vendors.
• Documented entire Network & Application infrastructure in Microsoft Visio, to help assist in troubleshooting and on-boarding new and future employees to the technology team. This topology documentation also assisted in the on-ramping of a new vendor-connected HighJump ERP Order system. Monitored the Network and System infrastructure in PRTG Network Monitoring tool, and corrected issues before and as they arose. Supported Symantec Anti-Virus from the Server and Client-side for all users.
• Maintained and set-up policies in the SonicWall NSA Firewall, as well as the SonicWall SRA for VPN Connectivity. Monitored and changed Content Filter on a per-user basis while monitoring and reporting on employee Network traffic and activity, as well as malware and virus infections.
• Took on as many new challenges as possible to alleviate workload of fellow IT colleagues, to allow them to focus on more project oriented-work. Tested and reported problems / bugs to developers on in-house ERP Application. Provided excellent customer service, fast response, and effective troubleshooting to resolve all problems or advance troubles in an efficient matter.

Experience Gained: VMWare, Active Directory, PRTG Monitoring, SonicWall Firewalls (NSA), SonicWall SRA (VPN), Cisco Routers, HP ProCurve Switches. HP ProDesk 400 G3, HP ProDesk G3 Mini. Microsoft Exchange, Microsoft Office, SamSung and Apple mobile phones, Verizon JetPack, CradlePoint Routers. Windows OS, MAC OS. In-house ERP System Application and Workflow testing.

Confidential

IT Help Desk Support & Network Administration

Responsibilities:

• My second time working for this team, bringing newly acquired Voice knowledge to help cross - train as well as take on new Packet Tracing initiatives brought forth by management.
• Worked as a Tier-2 Network Support technician for a combination of 3 years. Helped support the Cisco infrastructure of Routers and Switches at all remote branch offices and corporate offices. Experience working with Cisco TAC, Telco Vendors, and troubleshooting various Network application problems. Used tools such as eHealth, NetScout Intelligence Console, Netscout nGenius, Network Instruments Observer, and Wireshark to assist in determining Network problems.
• Experience troubleshooting and working with Secure Enclave Servers (Default Gateway Layer-3 to Firewall inside interface)
• Experience troubleshooting High-Available Firewalls from the Network (Cisco) side, determining actual Network traffic path, active chassis, and physical inside/outside connections based on floating mac-addresses.
• Helped support Network-specific applications for internal and external clients, as well as packet analysis working with other teams to help isolate source of problems.
• Created Visio Topology Diagrams for commonly troubleshot areas of the Network
• Helped determine traffic capacity issues at any given point in the Network (Firewall uplinks, T1/T3/Fiber/etc. connection circuits) using eHealth, Arbor, Cisco IOS, Splunk, etc.)

Experience Gained: Cisco Routers & Switches (Nexus, 6509, VXR 7xxx, 37xx, etc.), Cisco ISAKMP VPN, Cisco GRE Tunnels, Cisco Splunk, Cisco Monitoring Sessions, CA Performance Center, CA Spectrum SNMP, Concord eHealth, Arbor PeakFlow & LAN Analysis, Network Instruments Observer, NetScout Intelligence Console, NetScout nGenius, Gigavue HD Series (GUI), Wireshark, OpNet, HTTPWatch, Network Application Support (USBank.com, etc.), Keynote Internet Monitoring.

Confidential

Network Support Technician

Responsibilities:

• Monitored DS1, DS3, Frame-Relay, OC, PRI, CAS, DSL, and LAD circuits.
• Restored service of circuits through vendor and customer coordination under timed deadlines.
• Troubleshot connectivity issues through point-to-point, private data, and remote private data connections.
• Troubleshot voice quality through POTS and VoIP solutions stemming from hardware, software, bandwidth, codecs, and other various path-related issues.
• Worked with internal and external switch technicians to resolve long distance, CNAM database, call routing, translation, and toll-free calling troubles.
• Worked with PBX vendors to resolve call functionality and on-ramp integration issues.
• Monitored and created graphs to document customer bandwidth and traffic trends.
• Repaired & maintained customer call-flows, auto-attendant configurations, and other custom VoIP set ups.
• Resolved various faxing and credit card machine problems.
• Troubleshot and helped implement customer firewall policies.
• Troubleshot various routing, VLAN, and customer equipment issues.
• Technical support for Management, Project Coordinators, Sales, and external customers and LECs.
• Helped train and teach co-workers on a daily-basis to help improve the teams overall troubleshooting ability.
• Troubleshot Dial-Up, DSL, and E-Mail connectivity issues for customers and employees.

Experience Gained: MGCP, Hammer XMS (SIP Voice Analysis), Cisco 10K Series, Legacy Voice, VoIP, Cisco VRF, Polycom IP Phones, Cisco IP Phones, Avaya IP Phones, ATA (Analog Telephone Adapters), Telco experience, managed services, etc.