Timothy Grace

SKILLS SUMMARY

I am an experienced, innovative leader with expertise in all facets of network administration and IT support. I have successfully configured, upgraded and installed Cisco switches and routers; poses a strong background with Windows 07 and Windows 10 operating systems, ticketing systems, as well as change and asset management. Microsoft Word and Excel are also programs that I work well with. I have been instrumental in streamlining and improving processes, enhancing productivity, and implementing technology solutions.

Education & Credentials

Tulane University New Orleans, Louisiana

Information Technology, 2013

A+CE Certified *Security+ CE Certified *Microsoft XP Certified

MTA Certified *NET+ (Pending)

Professional Experience

IT Service Delivery Representative Jr. 2015 – 06/2016

•Create new network interfaces to implement and maintain network designs that enhance productivity.

•Manage and collect measurement data and provide reports on service level attainment while evaluating and responding to incident reports by troubleshooting and repairing network and transport services.

•Monitor and enforce network and transport service security, integrity, and business continuity controls.

•Successfully demonstrate knowledge of skills with Open Systems Interconnections (OSI) layers 2 through 4, Information Technology Infrastructure Library (ITIL) incidents, problems, changes and availability management.

•Independently apply software and firmware updates to network and transport components while installing and maintaining service IP network and transport service hardware and software.

•Install, maintain, and service IP network and transport service hardware and software under limited supervision.

Net Ops Specialist 2014 – 2015

•Provided root cause analysis documentation in accordance with government procedures and provided data center support when required.

•Monitored infrastructure and network while providing support to any alerts and/or notifications.

•Responded to incidents through triage, including escalations and providing successful resolution.

•Directed remote activities to maintain operational effectiveness for services.

•Provide data center support and document daily shift activities in reporting and ticketing tools and ensuring proper pass down of any outstanding issues.

Field Technician 2014

•Effectively trained employees in identifying, analyzing and repairing product failures.

•Maintained troubleshooting procedures and repair computer systems including hardware and software peripherals.

•Assisted customers with determining and recommending products and services that best fit their needs.

•Managed user account information including rights, security, and systems groups.

Fiberglass Laminator 2012

•Manufactured and installed fiberglass parts for Navy vessels.

Field Technician 2010 – 2011

•Worked with Windows 7 and XP to include IBM, Dell and Cannon printers while providing installation and replacement components.

•Efficiently provided onsite support to the Atlanta Public School District, working to resolve issues with teacher laptops, upgrades, connectivity issues, switches and printers via ticket system.

•Maintained student labs consisting of 10-75 computers within any single location.

•Resolved server issues and any other services by request from school management.

•Possessed awareness and knowledge of PC hardware and software components, operating systems, application software and network troubleshooting.

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