Engineer Service

Ezra HazellEzra Hazell Ezra Hazell

**** ***** ******** ****** *******, Arizona 85233

Phone: 480-***-**** E Mail: ****.******@*****.***

Objective

A strong academic and professional background in IT combined with excellent experience as a network administrator

and analyst.

Consistently recognized for technical troubleshooting skills used to rapidly and cost effectively resolve challenging

technical issues.

Quickly learn and master new technology; equally successful in both team and self directed settings; and proficient in a

range of computer systems, languages, tools and testing methodologies.

Education

Arizona State University, Tempe, AZ 5/2014

Master of Science in Information Management

Arizona State University, Tempe, AZ 5/2013

Bachelor of Applied Science in Internet and Web Development

Iowa Central College, Fort Dodge, IA 9/2011

Associate of Applied Science in Computer Networking

Skills

Systems: UNIX, Windows 9X/NT/2000/XP/2K3, Novell NetWare, Mac OS, and Linux

Hardware: Cisco 3800, 2600, 3600, 7206, and 7609 Routers; Cisco/Catalyst 5500, 2950, 4507, 6000, 6500, 3750 and

3650 Switches. Cisco Firewalls, IDS, Virtual Private Network Design & Configuration, Wireless Networking Components,

IDNX Promina 400 and 800 series, FCC 100 Multiplexer, and RAID Hardware technology.

Architecture: Token Ring, Ethernet, Fast Ethernet, Gigabit Ethernet, Frame Relay, ISDN, X.25, Wireless, LAN, WAN

Communications Network Design, Implementation, Security, and IP Voice Technologies (VoIP). MPLS, BGP, RIP, IGRP,

EIGRP, OSPF, HSRP, and VLANs.

Software: Windows 2003 Enterprise Server with Active Directory, Windows 2008 Server, Windows Office Suite,

Windows Exchange Server, Dreamweaver, Photoshop, Fireworks, Illustrator, Flash, Word Press, Visio, Access, Remedy,

Apple iOS, UNIX, Linux, and Cisco Works.

Experience

PerceptIS, Helpdesk Analyst – Phoenix, AZ 8/2009 6/2013

Provided basic help desk support for problems and service requests related to hardware, software, connectivity and

application support.

Acted as a representative of technical services to its customers.

Conducted a timely 1st level problem determination for incidents using documented procedures, and accurately

documenting the issues using the appropriate tool(s).

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Initiated, escalated or resolved problem tickets and/ or service requests. Troubleshoot and resolved technical problems, or

escalated to support resources. Facilitated closure to problem ticket/ service requests while meeting or exceeding defined

service level expectations.

Recorded problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to

communicate with and properly utilize 2nd and 3rd level support resources.

Ensured customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a

timely, accurate, and professional manner

American Express, Network Engineer – Phoenix, AZ 5/2008 9/2008

Network Engineer for a Global Financial Company with an International ATM, Frame Relay and DSL network

supporting Internal and External Resources in over sixty countries.

Performed complex technical analysis of software, hardware, and network systems. Designed and implemented

LAN/WAN communications, network nodes, switches, firewalls and various transmission systems.

Ensured all corporate security standards are met. Managed relationships with vendors and business customers.

Gathered and imported data, and analyzed results. Worked closely with team to suggest and implement process

improvements.

Communicated effectively and efficiently with various other teams taking into consideration language barriers, time

constraints, and other difficulties.

Created and updated process documentation as needed.

Designed and implemented local and wide area network solutions, including security, capacity planning, backup and

recovery and disaster planning.

Analyzed business needs plus designed, implemented and supported network solutions on one or multiple platforms via

LAN or WAN architecture.

Served as the last level of support in troubleshooting network usage and equipment.

Configured and maintained the network with Force 10 switches, Cisco Routers, and Cisco Switches. Maintained and

managed network using Cisco 2500, 2600, 3500, 5000 5200, 6000, and 6500 series switches with Gigabit Ethernet

modules.

Configured and administered networks using several WAN protocols: BGP, EIGRP, and OSPF.

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Information Strategy Design, Network Administrator – Phoenix, AZ 5/2007 10/2007

Installed, Configured, Troubleshoot and resolved all hardware issues on workstations, servers, laptops, printers, scanners,

network faxing, hand held devices, routers, switches and wireless connectivity issues via phone and onsite support.

Troubleshoot and resolved software issues for a variety of software applications and operating systems (primarily

Microsoft Operating Systems) including managing servers using RAID technology.

Constant communication with clients regarding their issues, resolutions and time frames

Perform preventative maintenance on client’s servers and workstations.

Provide daily clear and concise documentation of all problems and resolutions in help desk software.

United States Army, Information Systems Specialist 4/2001 4/2007

Provided training to new personnel on the team on how to administer networks and run help desk/technical support.

Configured and maintained networks with the IDNX Promina 400 and 800 series, FCC 100 Multiplexer, and encryption

devices such as the KIV 19, KIV 19A, KIV 7, KG 194 and TACLANEs.

Configured and maintained networks with Cisco Routers, Cisco Switches – 2500, 2600, 3500, 5000 and 6000 series

Cisco Fiber Switches and the Cisco PIX Firewall for thousands of users. Configured and administered networks using

several WAN protocols: BGP, EIGRP, OSPF, and RIP.

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The troubleshooting of network issues consisted primarily of MPLS BGP at the core. This work required having detailed

knowledge of ATM, Frame Relay, MPLS, Traffic Engineering, multi protocol BGP, Multicast, and all relevant WAN

communications architectures and network protocols. I was also responsible for the turn up of circuits.

When required, used the UNIX operating system to facilitate connectivity tests and other configuration tests. Worked

with k shell user commands and proficient in navigating the Unix file system,

Helped to construct and put together a manual for troubleshooting our networks and provided documentation of our help

desk trouble tickets using Remedy.

Installed and configured servers using RAID technology for our large storage servers.

Experience working with Cisco VoIP telephone systems.

Configured and maintained email and user accounts with Microsoft 2000, 2003, and Exchange 5.5 Servers with Active

Directory.

Administered and maintained Windows NT 4.0 Workstation and Server, Windows 2000 Pro and Server, Windows XP,

Microsoft Office 2000, XP, 2003 and Windows 2003 Server with Active Directory applications. Responsible for

configuring and administering user accounts and mailboxes in Active Directory.

Provided desktop support to all users and was also part of our help desk support as well.

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