Network Technician

SHELDON DEARR

305-***-**** **********@*****.***

SUMMARY

2+ years experience working with networking / routing environment

•

* ***** **** ******** **********, troubleshooting and consulting with consumer technologies

•

6 years in customer service/performance based positions, and one year with executive facing support

•

3 years experience as a field technician with equipment, structure cabling and ILEC owned facilities

•

Major strengths in networking, issue isolation, mobile devices, Apple single user systems and PC hardware

•

CCENT certified, CCNA and Fortinet NSE3 pending

•

Strong in logical information application, resolution strategies, analytics and cross platform integration

•

Bachelor of Music specializing in Electronic Music, Associate of Arts, High School Diploma with a focus in Visual

•

and Performing Arts

TECHNOLOGIES

Windows XP/7 Zyxel modems/routers Remedy Database Operation

• • •

Apple OS X v10.4-10.8 Dial Up via PAP IPsec Routers/Concentrators

• • •

MS Office Comtrend modems MPLS LAN/WAN

• • •

Cisco routers/switches/DSU Stub Router Firewall Policies Access Points and WLAN

• • •

Adtran routers/ CSU /DSU DNS Applications Frame and ATM Host Circuits

• • •

Netopia configurations WAN/LAN/NAT Mac/PC Hardware Components

• • •

Fortinet firmware/configuration Hosted Exchange/Single User Signal Synthesis/Modulation

• • •

Samsung DTE/DCE devices Core Network Troubleshooting Digital Signal Processing

• • •

EXPERIENCE

Enterprise NOC Tier 1 July 2013 –December 2013

• Take inbound calls, act as the front line for incoming support requests, interface with company-specific

technicians to de-escalate with irate customers, provide status updates, complete basic troubleshooting and

testing, and implement next action course within a 12 minute window per call

• [non-standard business hours] assume the role of customer specific technicians to resolve or prove customer

reported issues in the order received

Enterprise NOC Tier 2 December 2013 –July 2014

• Interfacing with client’s proprietary systems, receive issues via inbound calls or emails and resolve within 48

hours or delegate out for escalation to the department supervisor or director. ILEC/CLEC troubleshooting, hands-

on IPv4 routing and routers for stub sites and hub sites. Network interactivity of services such as DNS, Port

Forwarding, NAT, DHCP, IPsec, MPLS, RIPv2, static routing and transport CFAs across carriers. End user

troubleshooting, error stats/logs analysis, firmware debugging, and network restoration.

• Regular engagement in troubleshooting with L2TP, Radius servers, peering routers, VPN concentrators,

Nokia/Samsung DSLAMs, MSS firewalls, stub routers/firewalls, hub routers/firewalls

• Isolate problems with non-administrated equipment and explain required action course to the customer, co-op test

till resolve

Enterprise Project Team Lead/SME July 2014 –

• Oversee the cutover of 2700 enterprise customer stub sites through firewall upgrades, training a team of

technicians from novice to expert level, test and verify firewall functionality while piloting configurations to then be

deployed by the team

• Manage any and all escalations pertaining to the functionality of the prior and pending solutions, liaise between

customer network administrators at the local and national level to test and verify functionality of provided services

• Isolate and escalate ISP issues at layer 1,2 and 3 to improve performance and resolve service impacting issues

Field Installer and Repair Technician December 2012- July 2013

• Install and troubleshoot residential and business connections, run new structure cabling, assist senior technicians

with tap maintenance, manage truck hardware and device inventory, assist customer base in understanding

company policy in regards to service delivery and demarcation

Contact this candidate