Network Analyst

Mark N. Silverman

**** *** ** #*

Bethesda, MD **814

linkedin.com/in/marknsilverman

ph: 301-***-****

email: ****.*.*********@*****.***

Summary

Highly methodical, perceptive, and precise internetworking analyst and system administrator. Extensive experience providing technical support, data analysis, procedural documentation, and exceptional customer service in in ISP, webhosting, colocation, and datacenter environments.

- Desktop & Server OS configuration & maintenance: FreeBSD, Linux, MacOS X, Microsoft Windows

- Desktop & Server hardware configuration & maintenance

- LAMP/FreeBSD webhosting stack configuration & maintenance

- LAN configuration & maintenance

- Network diagnostic utilities (ping, traceroute, nslookup)

- Network OS configuration & maintenance: JUNOS, Brocade OS, Cisco IOS

Professional History

AOL, Inc, Sterling VA 2011 – 2015

Network Analyst

- Performed diagnosis, analysis, and resolution of technical issues for internal customers via phone and email. Consistently received high scores on customer service & performance evaluations. Maintained network performance and stability via Netcool, Splunk, Linux CLI, and proprietary diagnostic and monitoring utilities.

- Clearly documented technical procedures and best practices to reduce duplication of effort and to educate colleagues.

- Configured, implemented, and maintained the following network devices:

- Juniper M-series & MX-series routers and EX-series switches

- Foundry BigIron & ServerIron routers and FWS424 & FWSX448 switches

- Citrix MPX-series netscalers

- Miscellaneous Brocade, Cisco, Arista, & A10 devices

- Performed diagnosis, configuration, and troubleshooting of OSPF, ISIS, and BGP network protocols.

- Performed JUNOS upgrades across several hundred EX4200 switches as part of a bugfix and significant network security improvement project. Improved the clarity of our process documentation and tracking procedures in the process.

- Performed network hardware decommissions, configuration changes, and network capacity upgrades and downgrades as part of a project consolidating hundreds of devices from multiple datacenters to a single datacenter.

- Proposed new procedures to streamline network capacity change requests for purposes of data migration.

- Proposed new daily reporting parameters that would simultaneously remove extraneous detail from reports while introducing new data points that would clarify maintenance needs and better prioritize NOC attention.

- Tracked customer-reported issues via Remedy Problem Management and JIRA ticketing systems.

Ai.net, the AiNET Group, Beltsville, MD 2007 – 2011

NOC Support Technician

- Primary point of contact for customers, performing diagnosis, analysis, and resolution of technical issues via phone and email. Maintained system and network performance and stability via Nagios and Munin monitoring systems

- Selected by management to lead a project to transition from managed servers to virtual hosting. Proposed and executed a “petabyte on a budget” cloud hosting project from 2009-11 using a combination of commodity hardware and the Backblaze storage pod plans for a multi-drive chassis array.

- Built, configured, implemented, and maintained multiple FreeBSD and Linux web and database servers with a highly diverse range of custom configurations at least three or four times monthly, at customer request or on break/fix.

- Configured, implemented, and maintained Cisco routers and switches. (3500 series, 3750 series, 6500 series)

- Established, streamlined, and documented internal technical and customer interaction procedures.

ThinkGeek, Inc., Fairfax, VA 2005 – 2007

Customer Service Representative

- Primary point of contact for customers via phone and email, handling orders, returns, and customer satisfaction issues.

- Improved email customer communications procedures by rewriting and expanding company boilerplate to cover a greater range of commonly-encountered issues

- Proposed and assisted with implementation of improvements to back-end interface and features to enhance procedural efficiency.

- Performed quality assurance on customer-facing web store interface, testing for bugs and usability issues.

ADDITIONAL PROFESSIONAL EXPERIENCE

2003 - 2005: Self-Employed, Internet Auction Sales, Chevy Chase MD - Sole Proprietor

2003: Covad Communications, Herndon, VA - Tier 1 CSR, contract

2000: CapuNet, LLC, Rockville MD - DSL NOC Support Engineer

1999 - 2000: RCN Internet, Springfield VA - High Speed Internet CSR