Summary of Qualifications

Reliable and highly motivated Senior Network Engineer with extensive experience troubleshooting complex issues in an efficient manner to minimize downtime. Outstanding leadership, customer service, teamwork and communication skills. Diligent and versatile proven ability to mentor and train subordinates, plan and manage projects and develop and document procedures. Fluent in Japanese and English. Hold Secret Security Clearance.

IT Skills Knowledge

• Software, hardware and network troubleshooting skills on network devices and wireless devices
• Multiple Windows network servers, printer systems, and user access accounts
• CAT5/6 cable termination, installation, and punch-down straight-through and crossover
• Basic fiber optic cable knowledge, and connector termination
• DNS, DHCP, WINS, TCP/IP and other network protocols installation, configuration, and troubleshooting
• APC and TrippLite UPS installation and troubleshooting
• Cabling and RJ45 jack troubleshooting
• OSPF/BGP configuration and troubleshooting
• Secure remote access to network equipment for configuration and troubleshooting
• Frame Relay MPLS related troubleshooting
• Cisco router installation, configuration, and troubleshooting
• Cisco/Enterasys switch installation, configuration and troubleshooting
• Cisco Wireless Access Point installation, configuration and troubleshooting
• Cisco Wireless LAN Controller configuration
• VLAN configuration and troubleshooting
• Port Security configuration and troubleshooting
• AirFortress Security Gateway configuration and troubleshooting
• AirDefense IDS/IPS troubleshooting
• Symbol Secure Client Bridge configuration and troubleshooting
• Remedy Trouble Ticket System experiences
• Network security knowledge including Cisco network
• Additional skills include:
• Citrix Terminal
• Cisco Router IOS
• Cisco Switch IOS
• Cisco Wireless Access Point Autonomous IOS and Lightweight IOS
• Enterasys Switch IOS
• Windows 2000
• Windows XP
• Windows 2000 Server
• Windows 2003 Server
• VMWare
• Microsoft Office 2010
• Veritas Backup System
• Hummingbird Document Management System
• Tivoli Netcool/OMNIbus
• BMC Remedy Action Request System
• SSH
• Putty
• Easy-IP
• FTP
• TFTP

Professional Experience

Confidential

Senior Network Engineer / DeCA Tech Refresh Lead Engineer

• Continued forward progression with this leading technology integrator providing services to DoD customers to perform network equipment upgrade Tech Refresh and emergency dispatches for over 250 worldwide Commissaries. Maintain equipment inventory, update documentation, train new engineers, follow up with customers and provide 24/7 support.
• Diligently troubleshoot network connectivity issues, WAN outages, VLAN configuration, port security issues, DHCP issues, cabling issues, routers and switches.
• Orchestrate all aspects of emergency dispatch including travel arrangements, equipment requirements, troubleshooting strategies and documentation.
• Successfully led tech refresh efforts at over 70 Commissaries within last four years, bringing all networks up and running for zero minutes of sales down time and no lost sales.
• Provided essential support to peers traveling to Commissaries by being available 24/7 to help troubleshoot issues and ensure no sales down time.
• Lead, train and mentor six personnel focus on accountability, empowerment and mutual respect.
• Regularly dispatched to Commissaries with down router or switch, responding promptly to bring network up and running with minimum down time.
• Confidential
• Advanced to provide Tier III networking support for over 250 Commissaries worldwide and the DeCA HQ campus. Supported DeCA LAN/WAN/WLAN, tracked problems and change management issues using Remedy and received network-related calls using Cisco ACD Call Manager System. Collaborated with various vendors to resolve issues.
• Resolved WAN circuit issues by promptly orchestrating circuit testing as well as maintaining ongoing contact with carrier to obtain updates and escalate issues to prevent downtime.
• Corrected DHCP conflicts to resolve multiple wireless handheld scanner network connectivity issue to maintain efficiency of processing orders and receiving products.
• Coordinated and executed projects in support of the network such as IOS upgrades and ACL updates for routers, switches and wireless access points.
• Utilized outstanding troubleshooting skills to accurately identify cause of network outages and down equipment in order to facilitate prompt engineer dispatch and minimize downtime.
• Reconfigured routers, switches and Wireless Access Points for each site to satisfy coverage requirements.
• Confidential
• Brought on to monitor networks of over 250 Commissaries with accountability for troubleshooting, escalating and following up on issues. Created and updated Remedy tickets for all network-related issues. Reported circuit problems to carriers. Generated daily reports. Trained all new NOC L2 employees.
• Achieved 99 successful response to network outages and urgent incidents as well as prompt ticket escalations to higher level groups within the terms of contracts stated in SLA, which directly contributed to winning next contract with DeCA.
• Fostered a positive team environment through open communication and camaraderie.

Confidential

Technical Support Analyst

• Selected to support 250 employee workstations as well as RDC and Citrix terminals for this law firm employing over 850. Troubleshot application and hardware problems, network connectivity, security token authentication issues and access account issues. Created and managed user accounts, email accounts and distribution lists. Installed and configured OS and software. Documented procedures and monitored backup procedures.
• Expeditiously resolved Citrix-related issues to ensure Data Entry Analysts maintained high levels of productivity while processing enormous amounts of data for mass lawsuit cases.
• Collaborated with vendors and other departments to resolve application, network and hardware issues.