Technical Support Network

ERIC LIAS, CCNA

Lithonia GA ***** 678-***-**** email:********@*****.***

Professional Summary:

Highly skilled IT professional with combined experience in Helpdesk Analysis and Network Support. Technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies. Military Veteran – United States Navy.

Areas of Strength & Knowledge:

•Network Monitoring

•Basic Router/Switch Configuration

•Network Troubleshooting

•Network Equipment Installation

•LAN/WAN Administration

•IP Engineer

•Network Documentation

•Ping, Traceroute, Show Commands

•LAN/WAN

•VLANS

•DHCP

•DNS Configuration

Technical Core Competencies

•Manage computer networks by using specialized network tools to detect and report failures of network connections and devices.

•Configuration of routers and switches.

•Ability to add IP addresses to any interface, create, update or maintain VLANs, apply routing protocols to ensure dynamic router/switch subnet communication, static route, DHCP, DNS configuration, Access-List.

•Troubleshoot network and hardware devices using appropriate tools.

•Knowledge of proper cabling and network installation best practices.

•Monitor LAN/WAN performance.

•Install LAN/WAN network components.

•LAN/WAN network and hardware upgrade.

•Understanding of maintaining an organization’s IP address scheme and ability to work closely with Network Design or Planning Engineers.

•Key understanding of Subnetting, Classless Inter-Domain Routing (CIDR), Variable Length Subnet Mask (VLSM). Ability to administer IP addresses efficiently.

•Configure devices to point to both DNS and DHCP; Administrative interaction with IANA and ARIN.

•Ability to properly maintain documentation of organization’s complete network topology and inventory.

•Experience with Active Directory

•Experience with Windows 365

Experience with Veeam Backup and Replication

Experience supporting blade computing

Professional Certifications

Cisco Certified Network Associate (CCNA) March 2015

Cisco Certified Entry Network Technician (CCENT) January 2015

Professional Experience

Woodruff Art Center January 2016 – June 2016

Support Analyst II

●Provide courteous support via email and telephone calls, and/or remote control of user's computer in order to provide assistance

●Utilize work order system to track and document issues

●Was responsible for receiving and resolving non-network and telephony helpdesk calls, emails and requests from internal customers

●Coordinated with outside vendors as required to resolve hardware and/or software issues

●Help develop and maintain documentation – network hardware and software inventory, vendor information, system and network standards

●Assisted in completing special projects coordinated by IT management

●Imaging and deploying systems

Tiger Direct September 2015 - January 2016

Depot Technician

•responsible for diagnostics, repairs, hardware/software installations

•providing technical support to our customers

Completed complex and basic computer repairs and services

Xeriom Technology April 2014 – January 2015

Cable Tech

• Pulling and routing CAT 5 or CAT 6 cable in a commercial environment

• Terminating phone jacks & data jacks

• Dressing and terminating distribution frames (66 or 110 blocks, patch panels)

• Testing cable/troubleshooting networking issues

• Installing support structures (ladders, racks, j-hooks) disconnect/reconnect systems.

Amplify Education - Alpharetta, GA July 2012 – January 2014

Support Analyst

•Worked with pedagogical and development analysts to resolve customer issues, assist development, research and planning, testing of beta and pilot releases.

•Responded to incoming customer calls and emails across multiple platforms and systems.

•Created and tracked support tickets using Remedy with high level of detail, log all contacts, properly categorize issues, and identify, investigate, and resolve or escalate problems in a timely and efficient manner.

•Interact with Support Teams towards problem resolution. Provide timely customer follow-up for unresolved issues.

Staff-mart Staffing – Norcross, GA June 2010-August 2012

Shipping and Receiving Specialist

•Forklift operator with general warehouse duties as stocking and ordering.

Integrated Technologies, INC – Atlanta, GA June 2005-May 2010

Lead Technical Analyst, IT Specialist

•Primary technical contact for critical issues for a global IBM Intranet application used for opportunity management and global sales forecasting.

•Served as lead over team of six analysts located in other countries.

•Tasks included resolving technical failures in a timely manner, automating application monitoring tools, and providing technical expertise for application upgrades.

•Prepared technical training and process documentation for team, to aid with day-to-day support issues.

CGS - Marietta, GA August 2001-May 2005

IBM Technical Support Representative

•Handled technical troubleshooting to IBM users and employees, including system crashes, slow-downs and data recoveries.

•Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets.

•Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

•Handled 30+ technical/mission-critical calls daily and consistently met service standards.

Military Experience

United States Navy April 1992-Dec 1996

Data Processor

•Daily activity consisted of data entry, daily ship network operation, ran weekly and monthly reports based on data received.

•Responsible for receiving and transmitting satellite transmissions.

Education & Professional Training

Pacific Institute of Technology, Morrow, GA

System Administration and Management Certificate, Cisco Network Administration March 2015

Clark Atlanta University, Atlanta, Georgia

Bachelor of Science, Computer Information Systems May 2001

Technical Skills

Monitoring Tools: CiscoWorks, Nagios, HP Openview

Hardware: Cisco, IBM, Brocade

Software: Microsoft Office Suite (Excel, Word, Exchange, PowerPoint), Visio

Professional Affiliations

Technology Association of Georgia (TAG)

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