Shanton Hines

Phone: 678-***-****

e-mail: ac6xp9@r.postjobfree.com

Qualification Summary

I have over 6 years of experience working in a Call Center as a System Administrator, NOC Technician, and a Help Desk Analyst supporting end users, internal IT Support, external vendors, and service providers. I am organized, detail oriented, able to prioritize and multitask. I am tolerant, flexible, I am able to work well as a team player and work independently.

SKILLS

Monitor WAN/LAN alerts and alarms

ACD and IVR experience

Triage WAN circuits and LAN

Ticket Management System experience

Troubleshoot hardware and software

Test and repair switches, routers and servers

Install cables, hardware, and software

Escalations and Service Level Agreements

Provide end user support

Experience with vendors and service providers

Problem analysis and problem solving

Oral and written communication

Hardware:

Cisco routers, switches, IP phones, access points, CSU/DSU, PC, laptops, monitors, printers, iMacs, MacBooks, iPads, iPhones, tablets, mobile phones, and servers

Platform:

CiscoWorks, CiscoView, Cisco Network Analysis Toolkit, Concord Network Health, SolarWinds Network Management, HP OpenView, Net QOS, NetView, Exceed, Quadritek IP Manage, Kentrox Smart Tools, Ngenious, Concord Network Health, and Tivoli Netcool

Software:

Cisco IOS & CatOS, SecureCRT, HyperTerminal, MS-DOS,, Vantive, Windows, MS Word, MS Excel, MS Word, MS Exchange, Remote Desktop Protocol, MacOS, Apple IOS, Android, Smart Sheet, Lotus 1-2-3, dBASE, Support Magic, Crystal Reports, Corel Word Perfect, Smart Sheet, MS Server, Linux, Wireshark, Cisco Call Manger, and JUNOS

EMPLOYMENT HISTORY & PROFESSIONAL EXPERIENCE

Chesley Brown Jun 17 - present

1190 Winchester Pkwy SE, Suite 100

Smyrna, GA 30080

Position

Security Officer

Duties

Patrol property

Monitor site cameras

Investigate unusual occurrences

Respond to complaints

Respond to emergency situations

Work with police, fire, and emergency medical services

Maintain daily logs

Write incident reports

Monitor fire alarm panels

Apto Solutions Feb 07 – Mar 17

1910 MacArthur Blvd, NW

Atlanta, GA 30318

Position

Server Technician/Project Team Lead

Duties

Test routers, switches, IP phones, APs, and other network devices

Configure Cisco routers and switches as needed

IOS installs and upgrades as needed

Troubleshoot Cisco switches and connected devices as needed

Provide 2nd level support as needed

Author process, procedural and operational documentation

Inventory assets

Comply with SLA

Work extensively with sales team

Author process, procedural and operational documentation

Erase, degauss, shred or crush hard drives

Decommission data center equipment, servers, and other related hardware

Provide IT asset disposal, disposition & recovery services

Communicate with clients, sub-contractors, and vendors at all levels

Procurement and Logistics

EDUCATION

DeKalb Community College

3251 Panthersville Road

Decatur, Georgia 30034

Major: Business Administration

PROFESSIONAL TRAINING

Interconnecting Cisco Networking Devices 1 & 2

Networking Essentials

Internetworking MS TCP/IP - Using MS Windows

T1 Circuit Troubleshooting

VPN

ITIL Essentials

ISDN

PPP

Cisco 6500 Series Switch Training

Administering MS Windows

Supporting MS Windows Core Technologies

Supporting MS Server for Enterprise Technologies

MS Exchange Server - Concepts & Administration

MS Exchange Server - Design & Implementation

UNIX Basic Commands

A+

Bookkeeping

MILITARY

U.S. Marine Corps

Rank/Grade

Corporal/E-4

ACCOMPLISHMENTS

Interim Manager

Project Team Lead

Extended the LAN: installed cabling and configured switches, APs, & IP phones

Employee of the week and employee of the month

Dean’s List

Various military awards and accommodations

REFERENCES

Available upon request

Contact this candidate