Walter Hurd

Arlington, TX ***** 817-***-**** ad4zpi@r.postjobfree.com

Highly experienced Senior Network Support Technician with an impressive record of tenure and accomplishment providing IT support to globally recognized entities. Combines deep knowledge of best industry concepts, practices, and procedures with extensive enterprise class experience to maximize systems performance and meet business needs. Decisive, critical thinker with positive, calm, professional demeanor. Successfully manages multiple projects in rapid paced, time sensitive, high quality environments. Articulate communicator of complex concepts. Effective supervisor and coach for resolution of desktop/network issues. Provides highest standards of customer service to resolve business critical issues.

AREAS OF EXPERTISE

Desktop Support

Enterprise Environment

LAN/WAN

Level 2, Tier 2 Support

Project Management

Disaster Recovery Solutions

Documentation

Technical Writing

Rapid Response

Tracking/Follow Through

Communication

Ticket Management

Inventory Control

Supervising & Coaching

Team Collaboration

Root Cause Analysis

Technical Skills: VoIP Fortran Cisco Wireless Access Points Cisco 3500, 3550, 3750 Switches VLAN

Cisco Routers 1841, 1941 MPLS Configuration on Cisco iOS software Cisco MDS

Service Now Windows server 2012/2016 Chrome Adobe Acrobat Lotus Notes

MS Office Suite Outlook MS Visio MS Teams Office 365 Skype, Zoom

Active Directory Kaspersky AV Enterprise Network Windows Token Ring

PROFESSIONAL EXPERIENCE

Self-Employed Math Tutor / Classes at UT Arlington October 2023- Present

Teach Calculus and Pre-Calc to mainly High School Freshmen and sophomores, taken a few Internet Security Fall and Spring Classes at The University of Texas at Arlington. Received Completion Cert.

SENIOR NETWORK SUPPORT TECHNICIAN May 2005- September 2023

AT&T/CSC – Hurst TX, Dallas TX

Supported the run and maintenance of the entire network (switches, phones, wireless access points, and routers) for ~5,000 Bell/Textron internal clients: Textron Network, Hunt Valley MD; Cessna (Textron), Wichita, KS; Bell Helicopter, Piney Flats, TN; all 5 Bell Helicopter plants across TX.

Provided support for ~70 onsite Desktop Technicians for set up, configuration, connectivity, troubleshooting, upgrades, and maintenance of internal customers’ network communication, VoIP, and wireless access points, as well as run and maintenance of video teleconference infrastructure.

Installed and configured Cisco Wireless Access Points, Cisco Switches 3500, 3550, 3750, Cisco Routers 1841 and 1941; integrated Cisco IOS MPLS into the enterprise’s system.

Collaborated in shrinking the Token Ring for its removal off network and replacement by Enterprise Network

Provided comprehensive incident review, RCA, testing, monitoring, forecasting, action recommendation, and solution implementation for all network issues.

Provided ongoing oversight, coaching, and guidance to onsite Desktop Techs in all aspects of network access, connectivity, troubleshooting, and reconfigurations to ensure effective and efficient results in client service.

Continuously assisted Tech Team in defining and implementing IT best practices across the network; contributed to performance evaluations as needed.

Implemented, monitored, and supported network Disaster Recovery Plan and related network update solutions.

Performed prompt daily service ticket management, review, response, resolution, and documentation for numerous tickets of varying complexity; provided expedited phone response to C-Level requests as needed.

Contributed to daily Network Team meetings (Project Manager and Leads, Project Engineers, Voice Engineers, Support Team) to define, coordinate, and implement daily global processes and projects.

Assisted Project Manager (Bell Helicopter) in end to end, $MM set up and configuration of network project deliverables for new plant in Hurst, TX.

Created daily activity reports and support documentation of all analysis, plans of action, preventative measures, solutions implemented to ensure fulfillment of quality requirements for business needs.

AT&T/CSC continued

Functioned as primary interface for network access set up for new hires, defining and providing needed components and resources.

Executed ongoing inventory control to allow for rapid deployment of devices, switches, and routers.

Demonstrated record of progressive accomplishment; promoted from Call Center/Help Desk Tech to Network Support in 2006 after just 14 months of employment.

NETWORK SUPPORT TECHNCIAN April 2001- November 2003

@Link Networks – Plano, TX

Supported internal users of this networking solutions start-up company; set up and configured desktop/laptop connectivity solutions.

Provided LAN hardware solutions, adding users, updating and integrating systems on a continuous basis.

Demonstrated a thorough understanding of customer needs and requirements; communicated effectively with customers, stakeholders, and other technical specialists to resolve desktop, network, and IT issues.

Applied technical writing and documentation skills, attention to detail and follow through to all service needs.

SENIOR COMPUTER TECHNICIAN/NOC TECH June 1997-February 2001

Ericsson Data Service - Richardson, TX

Provided A+ Certified support for large internal customer base as Senior Desktop Technician in a Call Center environment.

Recognized for resolving the most daily ticket service requests for 13 months in a row.

Assisted members of Desktop Team with workflow and technical solutions as needed.

As NOC Tech prior to promotion to Senior Tech, provided solutions to less complex problems, such as lockouts and password changes; identified issues and created tickets for escalated levels of support.

EDUCATION

Bachelor of Science in Computer Science – Langston University UCAT Center, Tulsa OK June 1996

Associate Electronic Engineering Technology (A.E.E.T)

Oklahoma JR College of Business & Technology April 1986

CERTIFICATIONS/TRAINING

Security + Certification SYO-601 In Progress

Network Security Level 1 – 5, A T & T University employee training 2018-2020

CCNA Cisco Test - Tech Training Center, Grand Prairie, TX 2003

A+ Certification – Tech Training Center, Grand Prairie, TX 1996

MILITARY TRAINING

United States Marine Corps – Combat Engineer/Rifle Sharpshooter (Honorable Discharge) 1978-1983

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