Engineer Network
Resume:
Francis J Johnson
***** ***** **** **. *******, MD 20646 301-***-**** *************@*****.***
NOC Engineer
Skilled technical support specialist with over 5 years experience providing technical support for small, medium,
and large size businesses. Experienced support engineer in diagnosing, troubleshooting and resolving client
issues within a call center environment. Dedicated team player that goes the distance for assisting customers
and helping my company succeed.
Education
Strayer University – Alexandria, VA, Degree expected 10/2013
B.S. in Computer Science GPA: 3.45
Computer Learning Center – Alexandria, VA 1998
Diploma Information Technology Support
Technology Summary
Certifications: CompTIA Network+, Cisco CCENT, Cisco CCNA, Cisco CCNP
OS Systems: UNIX, Windows 9X/NT/2000/XP/2K3/Vista/7, Mac OS
Ticket System: Scopus, Vantive, Remedy
Software: MS Office, NetCool, Internet Explorer, HP Openview, CiscoWorks
Solarwinds, Netscout Sniffer, CA eHealth, Spectrum, Cisco WCS,
HP Network Node Manager, Splunk
Clearance: Public Trust
IT Experience
Level 2 Network Analyst Aug 2012 – Present DC
Government OCTO (via USM) – Washington DC
• Provided monitoring of DC Government Frame-relay and MPLS Metropolitan Area Network
Used various network monitoring tools for diagnostic and troubleshooting network issues
Support VPN users of RSA token and PhoneFactor
Resolve network issues or escalate them to meet the desired SLA
Uses Cisco and CatOS commands to track down the root cause of network problems
Opened Cisco TAC cases for issues that were unresolved and to RMA equipment
Opened tickets with Verizon for down or bouncing circuits.
NOC Engineer Jan 2012 – Dec 2012
National Institute of Health (via SAIC/Teksystem) – Bethesda, MD
• Supported the Campus Area Network for the National Institute of Health
• Used NetCool (Monilth) for monitoring of the network
• Go onsite to troubleshoot problems locally like LAN port activations or connectivity issues
• Configured and troubleshoot Vlans
• Used Remedy for the creation and modifying trouble tickets
• Use various software based troubleshooting tools including CiscoWorks to perform initial problem
determination, evaluation and resolution
• Configured and replaced APC power supplies of various models
• Used fluke devices to verify LAN jack connectivity and length of cable
Strayer University Oct 2008 – Present
Student – Alexandria, VA
Perusing a Bachelor Degree in Computer Science
Configured LAN and WAN
Configured routing and routed protocols like TCP, RIP, EIGRP, OSPF
Acquired the Network +, CCENT, and CCNA Certifications
Helpdesk Support Technician Nov 2001 – June 2007
Verizon – Herndon, VA
Supported customers in apartment communities with internet connection issues
Used Vantive trouble ticket system for tracking of customers issues
Took escalated trouble tickets from supervisors for irresolvable issues
Troubleshoot and configured customers TCP/IP, PPPOE, and network configurations
Communicated with the NOC on wan issues
Walked customers though setting up mail on their email client software
DSL Support Technician June 2000 – Oct 2001
Cais Internet – Rosslyn, VA
Provided troubleshooting and configuration of SDSL routers for business customers
Setup customers mail exchange records and assisted on configuration on MS Outlook
Allocated a block of public IP address for customers to use
Configured static and DHCP settings via telnet on customer routers
Assisted customers via phone support to setup VPN access
Used NetCool for monitoring of the network to determine outages
Tier 2 Helpdesk Analyst Sept 1998 – June 2000
Sitel – Herndon, VA
Monitored the network for latency or down transcender
Took escalation from tier 1 technicians via Remedy trouble ticket system
Escalated irresolvable network issues to Tier 3 technicians
Troubleshoot end-users hardware and software issues on various operating systems
Trained new technicians on troubleshooting skills
Configured and walked customer through configuring their network card
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