Customer Service Technical Support

Objective:

To advance into a junior level network engineering, network administration, or systems engineering position. I have a passion for technology and am particularly interested in networking and cybersecurity.

Education and Certifications:

CCENT 2016

Houston Community College; Houston TX 2015 - present

•Networking, Network Security

John Carroll University; Cleveland OH 2013 - 2014

•Finance, Professional English

Skills and proficiencies:

•Cisco Networking, Satellite Communications, Solarwinds, IssueTrak, Compass, AlientVault, iDirect, Tier 1/2 Network and Application Troubleshooting, Network Monitoring, Java, Python, Collocated and remote team based support

Experience:

NOC Technician, TrustComm Inc; Houston, TX June, 2016 - Present

As a NOC Technician, some of my experience includes:

•Monitoring an extensive network of iDirect modems and customer networking equipment built on a global MPLS backbone.

•Daily use of software such as Solarwinds, IssueTrak, Compass, and TMON, to monitor network health and customer service issues.

•Completing maintenance requests and troubleshooting with customer equipment such as Cisco Cat 3750, 3850, Nexus 6500, 2900 ISR, and ethernet and fiber cabling.

•Directly working with governmental organizations, military agencies, and private corporations to ensure high uptime for critical services.

• Working in a secure NOC located inside of the Ellington Field Joint Reserve Base.

Helpdesk support, John Carroll University; Cleveland OH 2013 - 2014

As a help desk support member, my experience includes:

•Providing technical support to university students and faculty.

•Diagnosing and fixing printer and other office hardware issues.

•Monitoring campus network activity with a focus on maintaining high uptime and resource availability.

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