Technical Support Network technician

SAMUEL EDWARDS

415-***-**** ******.*********@*****.***

SUMMARY OF EXPERIENCE

Accomplished Technology Expert with a proven track record spanning two decades in network operations, incident management, and technical consultancy across prominent organizations including Tesla, Bank of American, and Hewlett-Packard Enterprise Services. Expertise includes ITIL-aligned technical support, incident resolution, escalation management, and efficiency improvement. Specializing in proactive network surveillance, critical escalation management, optimizing network performance, intranet documentation oversight, and compliance with SLA and KPI standards. Delivering exceptional service in high-pressure environments.

SKILLS

TEAM LEADERSHIP: Information Technology; Project Management; Cross-Functional Collaboration; Technical Expertise; Enterprise Network Management; Cutting-Edge Technology; Diverse Technical Environments

PROFESSIONAL EXPERIENCE

TESLA San Francisco, CA

Production Associate – Production & Prototypes of Environmentally Friendly Vehicles 2018 – 2020

Detail-Oriented Assembler: Executed assembly tasks based on comprehensive manufacturing documentation, verbal instructions, and written guidelines; Interpreted complex and detailed instructions to ensure accurate and efficient production processes

Precision Specialist: Utilized specialized fixtures and test equipment to enhance assembly precision and product quality; Demonstrated expertise in adapting to evolving production requirements while implementing effective troubleshooting solutions

Quality Assurance: Actively engaged in quality assurance activities, including self-inspection and thorough inspection of assembled items; Ensured compliance with industry standards and specifications to meet or exceed quality expectations

Record-Keeping: Maintained meticulous production records and updated test results to provide accurate documentation of processes and outcomes; Contributed to the continuous improvement of production processes through detailed record-keeping

Collaboration: Collaborated with technicians and engineers to communicate test results, shared innovative ideas, and addressed any challenges encountered to enhance overall team performance; Built relationships in team-oriented production and manufacturing environment

Communication: Exhibited strong interpersonal and communication skills with teammates

Safety: Followed safety guidelines and procedures, demonstrating a high level of professionalism

Auto Pilot Engineer – Contributor to Tesla’s Full Self-Driving Software

Dynamic Role: Actively participated in shaping the future of autonomous driving technology, leveraging attention to detail, computer proficiency, and a collaborative approach to advance Tesla’s groundbreaking initiatives with cutting-edge full self-driving software; Specialized in labeling images and objects crucial to enhancing Tesla’s deep learning neural network

Precision Labeling Expertise: Utilized in-house tools to expertly label images for the Autopilot team, showing a commitment to precision and accuracy in contributing to critical datasets

Collaborative Interface Enhancement: Collaborated closely with team members to enhance the design of an efficient labeling interface, actively contributing insights to improve workflow and productivity

Learning & Skill Development: Acquired basic computer vision and machine learning knowledge, which deepened the understanding of how labels impacted Tesla’s learning algorithms

Critical Decision-Making: Applied astute judgement in addressing challenging edge cases during the labeling process, with an ability to navigate complex scenarios and contribute to the refinement of the neural network

PROACTIVE BUSINESS SOLUTIONS Oakland, CA

IT Relocation Technician 2017 – 2018

Inventory Management: Documented standardized inventory sheet, meticulously capturing the layout of equipment, and detailing port connections

Label Accuracy: Maintained a high standard of accuracy by ensuring equipment was accurately labeled with origination and destination information

Methodical Equipment Management: Executed the seamless disconnection of PC equipment and peripherals at various locations with precision and efficiency

Precision Reconnection: Reconnected PC equipment and peripherals, strictly adhering to the exact specifications outlined on the move sheet

Thorough Issue Resolution: Applied a proactive approach to issue resolution by thoroughly documenting and promptly escalating any encountered challenges

INSIGHT GLOBAL Irving, TX

Technical Consultant 2011 – 2013

HP ENTERPRISE SERVICES: Bank of America Security Operations

Information Technology & Cyber Security Consultant

Operations Management: Oversaw diverse work activities encompassing Problem and Incident Management, Operational Readiness, Capacity and Availability Management, Application Monitoring, Service Analytics and Reporting, Triage, Associate Support, and Change/Configuration Management

Problem Solution: Developed and implemented best practice guidelines, ensuring efficient resolution of issues within scope while providing mentorship to other consultants as necessary

Operations Monitoring: Proactively monitored and responded to alerts from multiple sources, verifying their validity and creating trouble tickets in Maximo for valid alerts

Escalation: Engaged and escalated issues to appropriate tier support, facilitating swift resolution and minimizing downtime

Technical Expertise: Supported a wide range of systems and tools including Checkpoint, Nokia, Arbor, Vontu, and Guardium

Remote Work: Demonstrated the ability to excel while working on system remotely, handled incoming calls from clients, and collaborated effectively in virtual chat rooms to address client needs and concerns

HP ENTERPRISE SERVICES: Bank of America Security Operations

Team Lead – Incident Management

Leadership: Developed and implemented best practice guidelines, resolving issues within scope, and providing mentorship; Strived for continuous improvement in operational efficiency and effectiveness

Remote Operations: Executed responsibilities remotely, managed incoming calls from clients in a virtual chat room; Responded to alerts from diverse sources, verifying the validity of alarms

Proactive Trouble Ticket Management: Created comprehensive trouble tickets in Maximo for valid alerts, ensuring a systematic and organized approach to issue resolution; Applied a meticulous and methodical approach to documenting and tracking incidents

Expert Systems and Tools Support: Specialized in supporting a range of critical systems and tools, including Checkpoint, Nokia, Arbor, Vontu, Gardium, and more; Experienced in the intricacies of these platforms to ensure seamless operations

Effective Engagement and Escalation: Engaged in the timely and effective escalation of issues to the appropriate tier support, ensuring swift resolution and minimal disruption to operations; Identified and addressed potential challenges to uphold service excellence

INSIGHT GLOBAL Irving, TX

Technical Consultant 2011 – 2013

HP ENTERPRISE SERVICES: Bank of America Enterprise Network Management

Technical Consultant III – (CNOC) Centralized Network Operations Center

Proactive Surveillance: Surveilled enterprise networks to ensure optimal performance and security

Incident Categorization: Categorized incidents based on impact information and Service Level Agreement criteria, determining the severity of each incident with precision

Communication: Facilitated effective communication between lines of services (LOS) and clients, contributing to streamlined collaboration and issue resolution

Escalation Support: Provided crucial escalation support to meet SLA targets, ensuring timely and efficient incident resolution

Troubleshooting: Applied Level 2 troubleshooting expertise to address issues with Cisco network Routers and Switches, Cisco Unity Connection VoIP network, and various pre-transformed voice network implementations such as Meridian and Nortel

Remedial Action Implementation: Implemented remedial actions to resolve incidents, often interfacing with the change management process; Monitored and evaluated the success of incident resolutions

Service Improvement Identification: Participated in identifying service improvements to enhance customer satisfaction, contributing valuable insights to ongoing enhancement efforts

BANK OF AMERICA GLOBAL NOC San Francisco, CA

Incident Management Team Lead & Technical Consultant 2002 – 2010

Strategic Technical Assistance: Provided expert technical assistance adhering to ITIL standards, using a systematic and efficient approach to incident management

Support Excellence: Delivered continuous support, actively participating in On-Call rotations to maintain seamless operational continuity

Proactive Incident Resolution: Monitored the ticket queue, resolving incidents promptly to guarantee compliance with SLA and KPI standards

Critical Escalation Management: Functioned as the primary point of contact for clients, 2nd, 3rd level network operations, and 4th level operational engineering for all severity 2 and higher incidents

Operational Efficiency: Achieved a notable reduction in cycle time for the restoration of network services, contributing to increased operational efficiency

Executive-Level Communication: Conducted impact assessments, notifications, and provided regular status updates to senior executive management, fostering informed decision-making

Service Partner Coordination: Engaged and coordinated service partner efforts related to vendor-supplied services with collaborative approach

Technical Consultant: Handled incident resolution, escalation management, and efficiency improvements

BANK OF AMERICA SECURITIES San Francisco, CA

LAN/WAN Analyst – Network Operations/Engineering and Global Trading Infrastructure 1998 – 2000

L3 Cisco Switch Management: Installed, configured, and managed L3 Cisco Switch Network, demonstrating expertise in optimizing network performance

Cisco IGX Network: Monitored and provided troubleshooting services to the Cisco IGX Frame Relay network, ensuring seamless and reliable network operations

Intranet Documentation Oversight: Developed and maintained content for the Intranet Website Net Documentation, fostering clarity and accessibility of technical information

Tier 1 Service Desk Development: Trained and developed the 24x7 Tier 1 Network Operations service desk, contributing to a highly skilled and responsive technical support team

ADDITIONAL EXPERIENCE

SECURITAS SECURITY SVC INC.: Security Officer

SMX STAFFING (AMAZON): Warehouse Associate

TRAINING & CERTIFICATIONS

ITIL: Foundation for Service Management & QMS – Quality Management System

COMPUTER DATA: Cisco CCNA Boot Camp

CISCO CALL MANAGER: VoIP Administration

NETWORK ASSOCIATES: Troubleshooting Using the Sniffer Portable Network Analyzer

BUSINESS COMMUNICATION REVIEW: Internetwork Administration with Bridges, Switches, Routers, and Gateways

KNOWLEDGE NET: Interconnecting Cisco Devices (ICD); Building Scalable Cisco Inter-Networks (BSCI)

GEO TRAIN: Cisco LAN Switch Configuration

CIW Web Foundations Associate – CIW ID 682181

CompTIA A+, CompTIA Project+, CompTIA Network+

EDUCATION

WESTERN GOVERNORS UNIVERSITY Millcreek, Utah

Bachelor of Science: Information Technology – Software

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