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Technical Support Engineering

Austin, Texas, United States
December 27, 2015

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Robert McGinty 210-***-****

OBJECTIVE Seeking Network Engineer I position utilizing experience gained from a VPN, Cloud Storage, ISP and Usenet provider


Bachelor of Business Administration, Computer Information Systems 2011

Texas State University

Cisco Certified Entry Networking Technician (CCENT) 2015

Cisco Certified Network Associate (CCNA) 2015

(In Progress) Cisco Certified Network Professional (CCNP) tba


Technical Support Representative L2, Team Lead March 2014 – Present

Powerhouse Management Inc, Data Foundry, Austin, Texas

●Manage L1 team workflow and quality control

●Act as point of contact for QA, Network Engineering, Software Development, Billing Database, and/or System Administration teams when troubleshooting an issue or reacting to an outage

●Assist Network Engineering in performing VPN or Usenet route changes via ssh to Cisco and Juniper routers worldwide

●Monitor the data analysis tool, kibana for instances of network abuse

●Create documentation to assist the department in deciphering application and connection logs, using system tools to access connection logs including Linux CLI, Cisco IOS and JUNOS, and kibana

●Assist in overhauling the department following the dismissal of the department head

●This includes defining new job descriptions, taking new responsibilities, creating a central reference hub, training new staff, implementing better communication practices with other departments, expanding ability to troubleshoot latency and packet loss issues with network engineering

Technical Support Representative Jan. 2012 – March 2014

Powerhouse Management Inc, Data Foundry, Austin, Texas

● Troubleshoot Usenet and VPN connectivity, connection speed, and configuration/ installation issues via server logs, engineering team correspondence, trace routes, and performance tests

●Troubleshoot cloud storage (up/download, link sharing, web tool, webdav clients) Usenet browsers and VPN clients utilizing crash and backup logs

●Monitor and respond to network abuse, and other unlawful activities while using our VPN or Usenet services

Network Support Intern Feb. 2011 – Aug. 2011

Xtreme Power, Kyle, Texas

●Install company VoIP phone system and employee workstations

●Wire patch panels, assisting in the migration of company networks onto a new server

●Configure employee terminals remotely with company mandated software, troubleshoot affected PC’s, and ensure that software is up to date


●Routing: EIGRP, OSPF, BGP, Static routing, RIP (V1,V2,ng)

●Switching: VLANs, Dot1q, VTP, STP, RSTP, VLAN maps, HSRP, VRRP, GLBP, Port security

●Protocols: IPv4 & IPv6, NAT, DHCP, SNMP, VPN, SSL, HTTP, SSH

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