SUMMARY

• Pulling, terminating, and troubleshooting Cat5 - 6 Ethernet cables with RJ45 connectors as well as punching down cables at the patch panel.
• Installing, terminating and troubleshooting network drops.
• Toning and testing Ethernet cables.
• Terminating and troubleshooting RJ11 analogue phone connectivity.
• Installing and troubleshooting SFP fiber modules and multi-mode fiber lines.
• Installing and networking APC UPS devices and replacing batteries as needed.
• Installation, configuration and troubleshooting Cisco Catalyst 2900 and 9200 series network switches in a campus LAN environment to include VLAN configuration, VoIP, VLAN trunking, port security, switch stacking and provisioning, Ether-Channel, and various other layer 2 configurations.
• Cisco WLC series 5500 and 9800-CL management including Access Point joins, WLAN configuration, monitoring, and troubleshooting of Access Points and WiFi signal issues.
• Installation, configuration, and troubleshooting Cisco 2900 and 4300 series routers including interface and sub-interface configuration. Static routing, EIGRP, OSPF (lab environment) and basic BGP configuration. DHCP pool configuration and troubleshooting, and basic access lists (ACL).
• Configuration and troubleshooting of Cisco ASA 5505 and 5506 series firewalls including EZVPN, Dynamic NAT, interface and security zone configuration, and basic ACL configuration from Cisco ASDM GUI.
• Proficient with IPv4 addressing and subnetting.
• Solid understanding of the OSI data communication model as well as various networking protocols such as TCP/IP, ARP,DNS, DHCP, SSH, SMTP, SSL, HTTP(S), TFTP, SCP, AAA, and RADIUS.
• Cisco Unified Call Manager (CUCM) 11.5 to include Cisco 7900 and 8800 series IP phone and IP Communicator Softphone moves, adds, and changes. Hunt Pilot, Hunt Lists, and Line Groups. Basic translation pattern configuration. CTI Route Points for virtual extensions and voicemail. Calling Search Space (CSS) and Partition associations. IP Phone firmware updates. Configuring Cisco ATA analogue to digital phone adapters for analogue phones and fax machines. Creating device profiles for extension mobility call center agents. User account management including agent phone PIN resets, profile device associations, CTI profile associations and assigning user roles. Configuring Cisco Jabber mobile app devices for iPhone and Android.
• Cisco Unity Connection Administration voicemail server user management including mailbox creation, revokes, changes, voicemail to email relay, unlocking and resetting user PIN’s.
• Basic CUCCX administration to include agent account and queue management.
• CU Serviceability administration including resetting TFTP services when needed.
• Basic CUCM CDR call analysis.
• Veriphy IP Phone remote control application.
• Beginning to learn Cisco DNA Center.
• Manage Engine Service Desk ticketing system.
• Cisco AnyConnect mobile VPN Client.
• Manage Engine OPManager (OPMan) network monitoring application.
• Proficient in MS Active Directory
• MS AOVPN
• Basic MS Office suite.
• Confluence Wiki software
• Zoom

PROFESSIONAL EXPERIENCE

Network Technician/Admin

Confidential, Bradenton FL

Responsibilities:

• Provide Network Admin support for the Centerstone Behavioral Health and Addiction Treatment Center’s corporate LAN and WAN across five States and 3000 users.
• Troubleshoot network and phone issues remotely and in person for seven outpatient clinics and one inpatient hospital in Florida, as well as remote support for Centerstone clinics in four other states as Service Desk tickets are submitted to the Network Admin queue.
• Collaborate with other team members in different States to resolve network issues as well as configure IP phone moves, adds, and changes across the corporate network.
• Escalating problems to senior Network Admins to assist in finding solutions for more advanced troubleshooting or configuration needs.
• Monitoring the network via OPMan and DNA Center and proactively responding to sites and/or devices when we are alerted they have gone offline.
• Upgrading iOS images on routers, switches, and ASA’a via TFTP and SCP, and Cisco DNA Center.
• Coordinating with our MPLS WAN service provider when new MPLS circuits are brought online as the onsite tech in Florida to configure router BGP settings during circuit turn-ups. Submitting service request tickets when active MPLS circuit goes down.
• Coordinating with local ISP’s for new internet circuit connection orders when new sites come online, and submitting service request tickets when connection issues arise on already active circuits.
• Responsible for setting up the network in new facilities as they open, as well as when offices or sites move locations, including rack mounting network devices, installing AP’s, phones, and fax machines.
• Coordinating with outside cabling vendors to plan where new network drops will be installed according to floor plans when available.
• Creating and updating internal procedural and network change documentation.
• Responsible for working in a strict HIPPA and PHI compliant environment.

Network/Desktop Technician

Confidential, St. Pete Beach, FL

Responsibilities:

• Provide L2 and L3 support for the corporate staff and guest network.
• HP Procurve/Aruba switch installation and configuration including VLAN’s, port security, ACL’s, and basic layer 3 routing.
• Troubleshooting layer 1 and 2 connectivity issues with various networked devices.
• Daily monitoring of the Wifi infrastructure via the Ruckus Zone Director network controller.
• Troubleshooting and/or replacing wireless access points including fiber media converters, SFP modules, and PoE power injectors.
• Troubleshooting the hotel analogue guest phone system to include replacing wiring, wall jacks, phone cards, and phones.
• Basic Mitel phone switch proficiency.
• Deployment and configuration of Mitel IP phones.
• Innline Voicemail server mailbox configuration and maintenance.
• Configuration, deployment, and troubleshooting of Par POS (Point of Sale) terminals and Ingenico credit card payment devices.
• Basic proficiency in Infogenesis Universal Desktop POS server.
• Installation of the Agilysys POS touch screen terminal software.
• MS Exchange 2016 mailbox creation, including distribution lists and group mailboxes.
• Manage network printing via Windows print server.
• New employee Active Directory account creation, group membership, and network share permissions.
• Manage Engine Service Desk ticketing system.
• Deploy desktop software packages via PDQ Deploy.
• Provide tier 1 and 2 desktop support to corporate staff as needed including various Dell hardware replacements and Windows 7 and 10 troubleshooting.

Support Analyst

Confidential, St. Petersburg, FL

Responsibilities:

• Provide L1 remote support for BMC Service Core (Footprints) ITSM software in an ITIL environment.
• Interface between the end user and BMC engineers to solve issues that require escalation.
• Provide tier 1 and 2 desktop support for our internal office staff.
• Maintain proper inventory for all technology related devices, including PC’s, monitors, laptops, and printers.
• Receive and solve break/fix incident tickets created by internal staff members submitted via Cherwell.
• Onboard new hires requiring installation and access to company software as well as required computer hardware and peripherals.

Tier II Desktop Support

Confidential, Catonsville, MD

Responsibilities:

• To provide tier II level of desktop and network support for the helpdesk technicians as well as the faculty and staff community.
• To act as a liaison between the tier I technicians and our engineering department when problems must be escalated from the lower tiers.
• Maintain multiple production servers including, but limited to: Enterprise application license servers, desktop image servers, KMS, and assist in the management of our print servers and networked copiers.
• Advanced testing of new technology that is to be implemented throughout the college, such as new operating system upgrades and MS Office products.
• Building and deploying OS images and software packages via Altiris as well as SCCM 2012.
• Active Directory Group Policy Object (GPO) and Group Policy Preference (GPP) implementation and troubleshooting.
• Patch management.
• Windows desktop support and maintenance.
• Prompt acquisition of job tickets submitted via the Parature ticketing system.

Desktop Support

Confidential, Catonsville, MD

Responsibilities:

• Prompt acquisition of job tickets submitted via the Parature ticketing system.
• Troubleshooting various PC and network connectivity problems.
• Provide necessary PC and Laptop hardware and software installations, upgrades, and maintenance.
• User data migrations with the Altiris PCT capture utility as well as manually copying profiles to and from network directories.
• More advanced participation with the creation of the desktop Images.
• Basic application package creation.
• Disk imaging with Altiris imaging software.
• Keeping precise inventory records on all equipment allocated.
• Independent, weekly travel to various branch locations.
• HP network printer installation and configurations.
• Teaching volunteer’s PC and network troubleshooting skills.