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Tier Ii Support Engineer Resume

SUMMARY

  • me is actively seeking a deadline - driven and challenging environment dat highlights my work ethic and professional experience.
  • me have excellent communication skills and pride myself on being a team player.
  • me is a multitasking professional in technology wif experience in tier 1, 2 and 3 technical support and problem solving.

TECHNICAL SKILLS

  • Network Optimization
  • Network Design
  • BGP,GRE
  • OSPF, OSPFv6
  • EIGRP,EIGRPV6
  • HSRP, VRRP
  • Peer2Peer
  • PACLs, VACL
  • DMVPN
  • IPV4, IPV6
  • FTD, FMC
  • DNS
  • DHCP, DHCPV6
  • BGP
  • MPLS
  • TACACS+, RADIUS
  • STP,RSTP
  • VPN,GRE
  • WireShark
  • Solarwinds
  • Windows 10
  • Imaging
  • Acronis
  • Norton Ghost
  • SCCM
  • Microsoft Office suite
  • Excel/Word
  • Access
  • Skype for business
  • MFA O365
  • OneDrive
  • Project Management
  • System Optimization
  • Virus/Malware Removal
  • Disaster recovery
  • Ticketing Clients
  • Servicenow
  • Remedy 9
  • Solarwinds
  • CA ticketing Client
  • Pier
  • Premier Customer
  • Service
  • Quickbooks
  • Quickbase

PROFESSIONAL EXPERIENCE

Confidential

Tier II Support Engineer

Responsibilities:

  • Proactively monitor internal and external intervals from ticket creation to resolution time and escalate as needed
  • Provide high level support for customers/product channels as well as technicians in the field to resolve issues.
  • Light provisioning of remote call forwards, ANIs, account codes, toll free, trunks, DIDs in order to restore services
  • Utilize tools such as Meraki, Solar Winds, Wireshark, CACTI, N-Command and Sansay to monitor network statistics such as ASR, capacity, CPU, packet loss, fraud etc.
  • Responsible for reviewing telephony messaging to diagnose issues for IP, SIP and TDM services. dis shall include SIP, ISUP, ISDN, etc. types of messaging

Confidential

Network Engineer

Responsibilities:

  • Hands on experience wif maintenance, troubleshooting, design and configuration of Cisco 2900/3850/4300 series routers and switches
  • Installing, supporting, and maintaining the new network hardware and software infrastructure.
  • Worked wif the desktop support team, engineering team and data center routing cables, racking/stacking, turning up the remote sites and setting the configuration of the routers and switches
  • Configured Tunneling to support EIGRP and troubleshoot new EIGRP configurations during new store setup
  • Successfully planned and executed nationwide Cisco Access Point(APs) replacement for over 100 sites which involved the removal of 4000 legacy Cisco APs and replacing them wif Mist APs in order to support increased bandwidth and improve reliability.

Confidential

Security Field Engineer

Responsibilities:

  • Setup and activated users for multi-factor authentication through Azure AD
  • Azure Active directory management of users access level and permissions
  • Handled executive and white glove employees often traveling to sites and handling directly
  • Configured site-to-site VPN and remote VPN
  • Deployed system configurations through SCCM
  • Provided in-depth training on workplace security and protection of company assets including Training classes, Skype meetings and Webex sessions

Confidential

Business- Full Time

Responsibilities:

  • DIgital Signage Network design support for RTP,RTSP and http streaming protocols along wif network design and implementation
  • Configured OSPF for Multi-area network on Cisco 2
  • Supported and configured both Dell and Cisco switches to support VOIP based phone systems and VLANs along wif in depth skills to configure and manage Cisco router access control lists, HSRP, QoS, and BGP.
  • Configured site-to-site VPN and remote VPN
  • End user training on proprietary sign configuration software

Confidential

Service Desk Agent

Responsibilities:

  • Managed users through active directory administration including password resets,account creation, and tree moves
  • Created Knowledge base articles to halp increase efficiency of team problem solving.
  • Configured site-to-site VPN and remote VPN
  • Level 3 support for operations on areas of routing, vmware, windows support, video conferencing
  • Installed and configured Dell two socket and four socket R7 poweredge series servers

Confidential

Field IT Technician

Responsibilities:

  • Dell hardware maintenance and troubleshooting
  • Dell Poweredge R710 server initial setup and training
  • POS/Dell desktop/Laptop repair
  • Cisco catalyst 3750 setup and Cat5e/Cat6 Cabling

Confidential

Technical Support

Responsibilities:

  • Servicenow Ticketing client
  • Cisco VPN client used to connect to client Server
  • End user support/training
  • Windows 10 upgrades and windows 7 troubleshooting

Confidential

Desktop Technician

Responsibilities:

  • Active directory migration project.
  • Dell Server refresh
  • Executive handling and customer training

Confidential

PC Support Technician

Responsibilities:

  • Setup Dell/HP workstations for clients.
  • Cat5e/Cat6 Network Cabling
  • Software installation and configuration for various departments(Malawaybytes, Norton antivirus) .
  • Perform data backups and restores using acronis software.
  • Clone Drives and replace/upgrade computer (Memory or Disk Capacity).
  • Setup in home Video Servers for wireless media throughout home
  • Provide End user Training on specific applications.
  • me mastered navigating the web and doing intense web research.
  • Virus quarantine and removal/Custom PC Builds/SOHO Network setup

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