Network Customer Service
Resume:
Marc Mack
IT Professional\Network Administrator
*********@*****.***
SUMMARY
Results-driven Technician with over 15 years of experience in design, installation, and support of network infrastructure and security. Proficient Project Management skills accumulated through multiple projects in rapidly changing environments. Recognized for excellence in work by peers, managers, and customers. Worked with multiple functional groups (Development, Systems, and Accounting) on varying technologies (Firewalls, Load Balancers, Custom Applications). Implemented VOIP integration at international remote sites achieving support cost-savings, and easier management. Provided networking group with senior-level guidance, documentation, and training to maintain normal network connectivity for global network.
FUNCTIONAL STRENGTHS
Technical Training and Customer Service
Process Flow Development
Escalation Management
Cross-Functional Team Coordination
Risk Analysis and Management
Project Implementations
Tech Strategy Development
Resource Management and Allocation
Standards Development
TECHNICAL SKILLS
Hardware: Cisco 2 port phone adapters, Cisco Switches (Catalyst 2900, 3500, 3700, 4000, 6000 & Nexus 2000, 5000 and 7000 series) and Routers (800, 1700, 1800, 2800, 2900, 3800, 7200 series), Cisco AP 1220 & 1231 series Wireless Access Points, Cisco Content Switch Servers, Cisco PIX, ASA, Cisco ACS, F5 Local Traffic Managers (LTM) and Global Traffic Managers (GTM), F5 Firepass SSL VPN Server, Nortel Contivity VPN Switch, BlueCoat PacketShaper, HP/Compaq Proliant Servers, Sun Solaris.
Systems Software: Cisco NX-OS, IOS 10.x-12.x, Catalyst OS 6.x & 7.x and Catalyst IOS 12.x, Windows 7, Windows 2000, XP, & Vista, Windows 2000 & 2003 servers, Windows Active Directory, Solaris 2.8, 2.9, 2.10, Checkpoint Firewall 4.1 NG AI, NGX R55 and R65, Provider-1 & Secure Platform, VPN 3.x-5.x, F5 Firepass 6.x, HP Openview NNM, Solarwinds Orion Performance Monitor, Cirrus Configuration Manager, Kiwi Cat tools, Wireshark.
Ethereal Protocols, Network Standards and Protocols: IP, IPSec, Frame Relay, ISDN, Ethernet, HSRP, ISL/802.1q, STP, OSPF, EIGRP, BGP, SNMP, DNS, and DHCP
Provided end user support for any issues that came up from the upgrade process.
EXPERIENCE
Powernet
Network Field Technician
Installed and maintain VOIP phone systems for external customers.
Install and troubleshoot Point to Point network solutions for customer sites and data circuits for customers.
Worked with internal ticketing system for customer issues.
Install and troubleshoot Ruckus Wireless access points for external customers and internal customers.
Install and troubleshoot VPN for external customers and internal customers
Smyth Automotive 2014-2015
Network Administrator, Data and Telecom
• Established network specifications by conferring
with users;
analyzing workflow, access, information, and
security requirements.
• Designed router administration, including interface
configuration and routing protocols.
• Established network by evaluating network
performance issues including availability, utilization, throughput, and
latency.
• Planned and executed the selection, installation,
configuration, and testing of equipment; defining network policies and
procedures; establishing connections and firewalls.
• Maintained network performance by performing
network monitoring and analysis, and performance tuning.
• Troubleshooting network problems; escalating
problems to vendor.
• Secured network by developing network access,
monitoring, control,
EPA
Windows 7 Upgrade and Rollout 2014
Established processes and procedures for upgrading systems from XP to WIN7.
Worked with Active Directory for user accounts.
Axcess Financial 2013-2014
Network Administrator, Data and Telecom
Established network specifications by conferring with users; analyzing workflow, access, information, and security requirements.
Designed router administration, including interface configuration and routing protocols.
Established network by evaluating network performance issues including availability, utilization, throughput, and latency.
Planned and executed the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls.
Maintained network performance by performing network monitoring and analysis, and performance tuning.
Troubleshooting network problems; escalating problems to vendor.
Secured network by developing network access, monitoring, control, and evaluation; maintaining documentation.
Prepared users by designing and conducting training programs.
Provided references and support.
Upgraded network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
Met financial requirements by submitting information for budgets; monitoring expenses.
Updated job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Protected organization's value by keeping information confidential.
Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
University Hospital October 2012 – December 2012
Epic Command Center Consultant
Responsible for providing support for users on an Epic Go-Live Project. Worked with Epic, Windows XP, and Windows Active Directory.
Migrated users from Windows XP to Windows 7 to use with EPIC and Citrix software.
Worked with networking team on the DNS and DHCP for EPIC.
Troubleshot any issues relating to the deployment so that little work time was lost.
Pomeroy April 2005 – February 2011
IT Professional
Architected and implemented WAN design for over 70 sites in over 20 countries; consisted of Check Point Firewalls and Cisco VPNs with OSPF/EIGRP routing.
Coordinated the migration of web applications from an insecure, non-supported hardware to a more manageable web silo consisting of Check Point Firewalls and F5 LTMs.
Designed and implemented high-availability Internet presence between primary and secondary datacenters.
Designed and coordinated Latin America sites migration to centralized VOIP network. Implemented new wireless environment using Cisco LWAPs, WLCs, and WCS for main datacenter facility.
Evaluated LAN/WAN hardware/software capabilities, performance and capacity requirements and make appropriate recommendations.
Monitored and maintained network stability.
Communicated and coordinated network schedule, backups and downtime to users.
Prepared and maintained documentation of network processes and procedures.
Troubleshot LAN/WAN to isolate and diagnose common LAN/WAN problems.
Provided 3rd tier support for the Solution Center, Web Hosting, Operations, Applications, and Desktop Support.
Installed, upgraded, configured and maintained LAN/WAN hardware and software including servers, peripherals, network nodes, terminals and wiring.
NCR July 1996 – January 2004
Network Administrator
Installed, configured, and maintained the organization's LAN servers and workstations.
Managed performance and maintained security of LANS.
Worked with HP Openview, Ciscoworks, and Node Manager.
Monitored reliability of network infrastructure and operating systems on multiple platforms. Diagnosed and repaired problems.
Analyzed, planned, designed, and installed new personal computer systems and reviews, as well as monitored and upgraded existing personal computer systems.
Purchased or built software to meet user needs.
Installed and maintained existing hardware and software.
Managed disaster recovery functions for information systems.
Arranged and administered security measures to restrict unauthorized use of data systems and databases.
Coordinated any security investigations and executed preventive measures.
Worked help desk for software and hardware problems.
Set up PC deployments for new employees and upgrades.
Installed IIS, SMS, and Microsoft Outlook servers. Able to work independently with minimal supervision.
EDUCATION/PROFESSIONAL TRAINING
TT Technician Institute, Dayton, OH June 1994
Associate Degree, Electronic Engineering
GPA 3.25
Sinclair Community College, Dayton, OH March 2002
Additional College Coursework Completed
Management Information Systems
GPA 3.25
Max Technical Training April 2012 – May 2012
Cisco CCNAX training course for Cisco Certification CCNA
PerScholas Information Technology Training September 2014-November 2014
Comptia A+ Training Course
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