Network Analyst Project Management

Christian Hagerman

.

Phone Number 919-***-****

Email ********.*********@*******.***

Address *** ******** **** **********, **

Dynamic systems expert with a robust history in Technology, excelling in project management and technical troubleshooting. Spearheaded facilities upgrades and IT enhancements, driving efficiency and user satisfaction. Skilled in team leadership and operational support, consistently delivering beyond expectations.

SKILLS

Team Leadership

Attention to detail

Issue resolution

Project Management

Excellent communication abilities

Capacity for working in a team environment

Leadership skills

Data analysis

Design Planning

Technical Troubleshooting

Customer Service

Staff Training

Teamwork and Collaboration

Effective Communication

EXPERIENCE

MANAGED SERVICE ENGINEER TIER II

LOGICALLY

Sep 2022 - Present

Work closely with service providers, service managers, operations teams, and program managers

Provide engineering design across different workloads including incidents & problem management, change management, security and compliance

Constantly maintain and provide up-to-date documentation and global communication messages on updates and other changes

Managing proactive network events using Auvik, performing incident management, problem management, end-to-end trouble isolation and repair on circuit and network incidents

Deliver Tier II network ticketing support to resolve all issues for 500 plus users

Prepared evaluations of software and hardware and recommended improvements.

Helped develop and implement preventive maintenance programs for new and existing equipment, including Meraki, Cisco and Fortinet firewall and switches.

Conducted lifecycle analysis on electrical and control system equipment to generate EOL and obsolescence plans.

Identified tools and methodologies for preventative and predictive maintenance downtime.

Researched innovative technologies to improve safety, quality and efficiency of work.

Created detailed documentation of all maintenance activities.

Troubleshoot a wide range of O365 issues using Mimecast, ProofPoint and Barracuda Endpoint protection.

Resolved escalated customer complaints regarding product quality or service delivery issues.

Collaborated effectively with other departments to ensure successful completion of projects within deadlines.

Developed comprehensive training programs for customers on the use of various products and services.

Monitored network activity logs for signs of security breaches or unauthorized access attempts.

Conducted regular site visits to inspect equipment conditions and provide technical advice when needed.

Implemented preventative maintenance activities for products, ensuring optimal performance and reliability.

Diagnosed system malfunctions, identified root cause and conducted necessary repairs.

Performed preventive maintenance services and inspections of equipment according to company standards.

Provided technical support to customers on product installations, troubleshooting and repairs.

PROPERTY MANAGEMENT/FACILITIES

ALFRED WILLIAMS & COMPANY

Jan 2010 - Sep 2022

Effectively managed eleven (11) Alfred Williams & Company locations and ten (10) tenant spaces

Scheduled routine state inspections and permits

Negotiated building service agreements, project and vendor terms and conditions

Oversaw routine maintenance on facilities and worked with outside resources for repairs

Ensured proper security measures for the workplace, including collaborating with security system vendors

Collaborated with building owners and upper management on budgeting for facilities' needs

Managed renewal of annual maintenance contracts for various utilities vendors

Project managed contractors including coordination of schedules and on-site supervision

Identified vendors for execution of projects, negotiated competitive pricing and oversaw the completion on projects

Created RFP's for varies construction projects in excess of 2 MM

Managed overall demo and refresh of existing tenant space.

Senior Systems Administrator

ALFRED WILLIAMS & COMPANY

Aug 1998 - Sep 2022

Managed IT staff in multiple locations

Created documentation for all software applications

Administrator for the following platforms (Windows Server, Azure, Office365, Meraki, SAP, Khameleon, SharePoint, various Design software)

Created business driven SAP Crystal reports, maintained Crystal Enterprise Server that was used for daily business functions

Managed Digium phone system with responsibilities that included: build extensions, managed call flow, updated patches and fixes on PBX server

Onboarding and offboarding for end users

Ensures compliance with uptime and performance standards and develop system and product benchmarking and monitoring

Provide detailed project status reporting as directed by management

Perform operating system software updates, upgrades and patches

Created processes and procedures for IT department

Negotiated pricing for software and hardware

Point person for MSP for escalation of Helpdesk tickets

Maintained security and patching for desktops and servers

Built and maintained VMWare servers

Created SharePoint sites used for both internal and external end users

Oversaw training for end users in various applications

Built all laptops and servers used for a variety of job functions

Worked with cell phones providers for best pricing, oversaw deployment of new devices, and maintained administration of accounts

Reviewed IT billing for payment processing

Oversaw deployment and management of Fortinet devices

Managed and updated LANs, WANs, and internet systems; managed audits and testing

Mobile application development.

Implemented security patches on all Windows Servers using WSUS or manual patching process.

Monitored server performance metrics and monitored system logs for anomalies.

Performed system backups and restores of Windows servers using Symantec Backup Exec.

Troubleshot hardware problems such as memory upgrades, disk replacements and RAID configuration.

Configured and maintained Active Directory, DNS, DHCP services and Group Policies in an enterprise environment.

Provided Level 3 technical support for escalated network issues.

Installed, configured, and maintained Windows Server 2008, 2012, 2016 operating systems.

Documented system events to facilitate continuous functioning.

Coordinated and performed infrastructure disaster recovery tests to facilitate architecture and data recoverability.

Trained employees across multiple departments on network operations, network management software and permissions.

Performed data backups and disaster recovery operations.

Recommended changes to improve systems and network configurations and determine hardware and software requirements related to such changes.

Gathered data pertaining to customer needs to identify, predict, interpret, and evaluate system and network requirements.

EDUCATION

North Carolina State University, Raleigh, NC

Wake Tech Community College, Raleigh

REFERENCES

References available upon request

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