Information Technology Service
Resume:
CERTIFICATIONS:
Cisco Certified Network Associate (CCNA)
Cisco Certified Network Professional (CCNP)
Cisco ID No CSCO12559894
Microsoft Certified Solutions Expert (MCSE)
Microsoft Certification ID 10633579
IT Security Policy and Awareness Certification, Family Dollar Stores, Inc.
WORK EXPERIENCE:
Responsible for organizing, modifying, installing, and supporting computer systems
Install LANs, WANs, Internet and intranet systems, and network segments.
PRIMARY RESPONSIBILITIES
Remarkable experience in POS industry
Familiarity with SDLC, SOX and PCI compliance
Good understanding of POS products and applications
Install and support LANs, WANs, network segments, Internet, and intranet systems.
Install and maintain network hardware and software.
Analyze and isolate issues.
Monitor networks to ensure security and availability to specific users.
Evaluate and modify system's performance.
Identify user needs.
Determine network and system requirements
Maintain integrity of the network, and security.
Ensure network connectivity throughout LAN/WAN infrastructure is on par with technical considerations.
Perform network address assignment.
Assign routing protocols and routing table configuration.
Assign configuration of authentication and authorization of directory services.
Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.
Administer, desktop computers, printers, routers, switches, firewalls, phones, personal digital assistants, software deployment, security updates and patches.
Skills on technologies include TCP/IP, IPv4, Static Routing, RIP, EIGRP, OSPF, BGP, MPLS, Redistribution, NAT, Load Balancing, COS. QOS, VLANs, Trunking, STP, RSTP, MSTP, VTP, GVRP, HSRP, VRRP, GLBP, SIP, Stacking, Virtual Chassis (VC), High Availability (HA), VPN- IPSEC, Remote Access, Web Filtering, IPS, IDS, Anti-Virus, Anti-Spam, RADIUS, TACACS, SNMP, Access Control, Netflow monitoring
WORK HISTORY:
SONATEL SENEGAL
Network Security Analyst August 2014 – October 2015
Dakar, Senegal
Perform technical problem resolution, in a high stress environment, including analysis, trouble isolation and repair. Duties will include acting as a Customer Advocate in a 24x7x365 Network Operation Center for all SONATEL internal and external, voice, data and VoIP services
Research traffic patterns to identify false-positives and/or malicious traffic within IDS (Intrushield), IPS (Snort), scanners (Qualis), proxy (Bluecoat) and firewalls (Fortinet, ASA, and PIX)
Identify data in firewall events to assist in troubleshooting
Assist with IDS and IPS Security Event tuning
Proficient in suppressing messages on Firewall modules per customer and/or internal request
Perform searches within Remedy to identify historical traffic for customer requests and/or internal needs
Worked out of Remedy on a daily basis to manage ticket, customer accounts, and device inventor
Responsible for analyzing, testing, isolating, and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or data, TCM and/or VoIP products and service and the associated CPE equipment.
Performs proactive monitoring, configuration management and fault resolution of complex voice and data services.
Performs Customer Advocate duties while maintaining a positive and professional manner at all times, during high stress situations. Takes calls and provides status from and to customers on a regular basis.
Family Dollar Stores, Inc.
Supervisor, Technology Service Center (TSC) May 2012 - May 2014
Charlotte, NC
Train, manage and evaluate a group of 16 technicians and their performance
Documenting network configuration and operational procedures
Evaluating emerging network and security products and technologies
Analyzing existing systems and redefining them to take into account changes in system requirements or equipment configurations.
Preparing, coordinating, and supervising systems implementation.
Onboard new projects and roles assigned to TSC
Monitor the NCR queue (POS terminals), run reports, inventory specific items to determine needs and task technicians to do the equipment needed to fill open work orders.
Performed IDS/IPS mitigation/response and vulnerability scanning in support of internal and PCI requirements
Write technical documentation and work instructions used in the TSC.
Interview and select new hires and contractors. Fill out and submit required paperwork.
Validate, sign and transmit or authorize contractor hours with each Agency
Assist any team in regards to troubleshooting issues with equipment or other problems.
Resolve issues with team members, coach, and mentor them.
Oversee the day-to-day operations of the Technology Service Center, process over thousand equipment, and provide support over eight thousand stores nationwide.
Develop and continuously improve the quality management system
Work with the Customer Care Support Group to resolve issues with work orders such as wrong equipment requested or insufficient information
IT Service Delivery Technician, Technology Service Center July 2007 - May 2012
Charlotte, NC
Performed diagnostic testing and repairs on point of sale equipment
Performed diagnostic testing and repairs on computer hardware and peripherals
Built and maintained the PCI Compliance Program to ensure security and compliance
Saved the company lots of money in lost revenue and fines by keeping full compliance with PCI DSS
Quickly responding to network outages
Installing, configuration and troubleshooting network routers (1800 and 2800 series), switches (2950 and 3550 series), load balancers, and security devices (Fortinet and Cisco AS5505 firewalls)
Monitoring network performance to determine whether adjustments need to be made.
Assisting the IT department with various IT-related upgrades, projects, and tasks.
Participating in Team Meetings as required. Provide technical leader-ship
Resolving network related issues in a timely manner.
Installed DOS and Windows Operating Systems
Determined if equipment repair or warranty return was required, prepared warranty paperwork and maintained warranty records
Managed company projects, prioritized tasks and met deadlines
Kellogg’s Snacks August 2004 - April 2007
Product Mixer & Forklift Operator Charlotte, NC
Measured and mixed materials for Pre-Batch, mixing department, and line operations
Documented and maintained accurate records of plant inventory
Facilitated the loading and unloading of trailers with forklift
Alpharma USPD July 2002 –August 2004
Quality Assurance Associate Baltimore, MD
Collected, assembled, and analyzed data to establish quality control
Established quality systems through the retrospective validation of product
Participated in retrospective product/process validation report writing for an FDA review
Valspar, Inc. November 1999 – June 2002
Pre-Batch & Mixer Charlotte, NC
Generated the proper mixture for a variety of product batches
Weighed and calculated the correct amount of pigment for a variety of product batches
Maintained inventory control of plant materials
Facilitated the shipment and receipt of company materials
LANGUAGES: fluent in English, French & Wolof; proficient in Italian
EDUCATION: University of Phoenix: May 2012 – July 2015
Information Technology/Advanced Networking
Degree Type: Bachelor of Science (Earned)
University of Phoenix: March 2010 - April 2012
Information Technology/Advanced Networking
Degree Type: Associate Degree In Programming (Earned)
Brookstone College of Business Feb 2000 - March 2002
Major- Computer Technology Charlotte, NC
Degree Type: Business Diploma (Earned)
Cheikh Anta Diop University 1994 - 1996
Major- Economic Sciences Dakar, Senegal
Degree Type: Associate Degree Program
REFERENCES:
Sam Grier
Manager – Technology Service Center
Family Dollar Stores, Inc.
704-***-**** x 8-2978
******@************.***
Aziz Fall
Inspector of Education
Senegal
************@*****.***
Ebrima Bangoura
Manager – Kellogg's
Kellogg's Snacks
Boubacar Fall
Human Resources Officer - IMF
*****@***.***
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