Desktop Support Network Engineer
Resume:
Carl L. Dyer
*********@****.***
OBJECTIVE
Infrastructure Support Specialist looking to provide experience and support while completing projects on time and within budget. I am adept at building solid working relationships with coworkers and clientele. Coupled with the relationship building, I am an outstanding multitasker with strong technical and business management skills.
SUMMARY OF QUALIFICATIONS
PROTOCOLS AND STANDARDS:
oTCP/IP, RIPv2, EIGRP, OSPF, BGP, CDP, PPP, HDLC, ISDN, ARP, SIP,Frame Relay, VLAN, NAT, Spanning Tree, Sonet, POS, LWAPP, Trunking, STP, VTP.
HARDWARE:
oCisco 2800, 3845, 7613, 12416 Series Routers, Cisco 4500, 2950 Catalyst Series Switches, and Cisco Catalyst 3550, 6513 Layer 3 switches, Fiber, repeaters, hubs, Big IP, F5’s, Cisco ASA’s, Nokia, Nortel 1010, 1100.
SOFTWARE:
oCatOS, IOS Catalyst Switches/Routers. Solarwinds, EM7, ServiceNow, Riverbed, SCCM, Win Server 2000, 2003, & 2008, UNIX, Win: 9x, 2k, XP, Vista, and Win 7, Visio.
CERTIFICATIONS
oCompTia Network +
oCompTia A+
EDUCATION
oITT Technical Institute 2007 AAS: Computer Networking Systems (GPA: 3.55)
PROFESSIONAL EXPERIENCE
Aquarius (Cincinnati Metropolitan Housing Authority) Cincinnati, Ohio
Desktop Analyst September 2018 – December 2018
oResolving issues post deployment
oDesktop / laptop refresh project
oInstalling new and end of lease replacement PC's
oHard drive wipe, reimage and deposal of old equipment
IKCON Technologies Inc(Patheon) Cincinnati,Ohio
Desktop/Network Support April 2018 to May 2018
oThis role provides desktop support, including deployments, equipment moves, installations and configuration changes.
oSupport includes troubleshooting complex issues on Windows PC's, MAC's, printers and mobile devices.
oReconfigure IP Address for Network devices switches, servers, and printers etc.
•Installing new and end of lease replacement PC's and printers
•Resolving issues post deployment
•Performing weekly PC moves
Ascendum (Kroger) Cincinnati, Ohio
IT Operational Analyst January 2018 to February 2018
oConfigure and install various network devices and services (e.g. routers, switches)
oPerform network maintenance and system upgrades
oMonitor performance and ensure system availability and reliability
oMonitor system resource utilization, trending, and capacity planning as well as present to management once a month
oProvide Level-2/3 support and troubleshooting to resolve issues
oWork within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
CBTS (Synchrony Financial) Cincinnati, Ohio
Network Engineer II November 2015 to July 2017
oRemote Network Engineer for Synchrony Financial responsible for existing network structure, maintenance, and administration.
oProvide Management level Escalation for NOC engineers
oProcure urgent approval for the resolution of high severity incidents
oMaximize network performance by monitoring performance; troubleshooting network problems and outages; scheduling upgrades; collaborating with network vendors on network optimization
oConfigure and install various network devices and services (e.g. routers, switches, load balancers (F5), QoS, Cisco ASA firewalls, network access control)
oPerform network maintenance and system upgrades
oMonitor performance and ensure system availability and reliability
oMonitor system resource utilization, trending, and capacity planning as well as present to management once a month
oProvide Level-2/3 support and troubleshooting to resolve issues
oWork within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure
oHandle inbound customer repair request via phone, portal, email, and network monitoring tools
oIP Phone setup, Voice and phone troubleshooting
oEngineer and configure all of the customer orders within the scope of the role, based on the accepted processes and established timeframes (OLAs)
oResponsible for implementation of network changes and that consistently deliver performance, reliability and scalability within the established Service Level Agreements (SLAs)
oResponsible for troubleshooting of network issues and that consistently deliver performance, reliability and scalability within the established Service Level Agreements (SLAs)
oRole as technical resource on specific engineering projects, as deemed necessary by the business
oPerform all aspects of technical deployment projects, including implementation plan, methods of procedures, additional technical resource identification, and execution of work
oWorks under general supervision with latitude for independent judgment.
oWorked with Solarwinds and EM7 to monitoring and troubleshoot network
oWork with vendors to resolve network issues by monitoring network performance and communicating specific capacity needs, when they arise
CompuCom (Nielsen Account) Cincinnati, Ohio Desktop Support / Network Associate August 2013 to November 2015
oOn site Desktop Support for Nielsen
oInstall, configure and upgrade (IMAC) of Access Devices: Personal Computers( Desktops, Laptops), Printers and related peripherals
oVery strong Performance Troubleshooting, Strong communication skills and organizational sense
oVM resets, phone resets, and troubleshoot issues
oPerform remote access support for managed access devices
oSupport Microsoft Office Suite applications
oUsed and support SCCM for software deployment and upgrades
oSupport Operating Systems including, Windows XP, Windows 7
oPerform regular software & hardware maintenance (Preventative Maintenance) on access devices (Reboots, Defrags, Hard Disk checks, connectivity verification, HW diagnostics, registry cleanup, physically clean access devices, BIOS upgrades).
oInterface with manufacturers and third-part vendors for technical assistance
CompuCom (GE Account) Dayton, Ohio
Telecom /Network Associate/Desktop Support June 2010 to August 2013
oOn site Deskside Support for GE Money
oInstall, configure and upgrade (IMAC) of Access Devices: Personal Computers( Desktops, Laptops), Printers and related peripherals
oVery strong Performance Troubleshooting, Strong communication skills and organizational sense
oIP Phone setup and troubleshooing
oNetbackup and file recovery
oNetwork Administration
oServer Administration, password reset, profile set up
oStrong Troubleshooting and Problem Resolution Skills
oTroubleshoot hardware and software related problems for end users
oPerform hardware break-fix activities on various access devices (i.e. Dell PCs, HP PCs, Lexmark (B&W and Color) printers
oPerform remote access support for managed access devices
oSupport Microsoft Office Suite applications
oSupport Operating Systems including, Windows XP, Windows 7
oPerform regular software & hardware maintenance (Preventative Maintenance) on access devices (Reboots, Defrags, Hard Disk checks, connectivity verification, HW diagnostics, registry cleanup, physically clean access devices, BIOS upgrades).
oInterface with manufacturers and third-part vendors for technical assistance
CompuCom (P&G Account) Mason, Ohio
Network Operations Support May 2008 – June 2010
oOn site Network support for Proctor and Gamble responsible for existing network structure, maintenance, and administration.
oResponsible for existing network structure, maintenance, administration and control.
oPerform configuration on routers, switches and wireless access points.
oVery strong Performance Troubleshooting, Strong communication skills and organizational sense
oPerform regular software & hardware maintenance (Preventative Maintenance) on access devices (Reboots, Defrags, Hard Disk checks, connectivity verification, HW diagnostics, registry cleanup, physically clean access devices, BIOS upgrades).
oOversee network and equipment upgrades to include IOS, Cat OS image upgrades, and configuration changes.
oWorking knowledge of routers, switches and networking concepts.
oWorking knowledge of routing protocols. (IGRP, PSPF, EIGRP, etc.)
oPerforms hardware installation, maintenance and upgrades coordinating with staff and vendor according to change control process.
oAdministers and uses network monitoring tools such as Nortel IP ADM, WhatsUp Gold, and other tools as required.
Hewlett Packard Cincinnati, Ohio
LTE Tech Solutions Representative II Sept 2007 to May 2008
oCoordinates case management and escalation of mission critical problems (P1/P0 Service Calls/Incidents) according to TSG/GAMS procedures.
oReset SOX Passwords.
oConducts system monitoring watchdogs, reset server errors, selective problem resolution, dispatching mission critical problems to 2nd level teams
oHelps in coordinating notifications, communications, and problem resolution on mission critical problems with all service providers.
oCoordinate Bridge Calls with appropriate workgroups and management levels.
oTroubleshoots technical issues and customer concern within assigned areas, referring issues to shift supervisors, senior technical support and account management teams.
oPerform any other duties as assigned.
Fifth Third Bank Cincinnati Ohio
FTPS Technical Helpdesk Representative I July 2006 to Sept 2007
oTroubleshoots technical issues and customer concern within assigned areas, referring issues to shift supervisors, senior technical support and account management teams.
oUses computerized system for tracking, information gather, and/or troubleshooting.
oNavigate through various computer systems to review customer account history and pricing.
oResponsible for taking inbound and placing outbound calls with the goal of retaining business, strengthening customer relationships, answering customer inquiries performing surveys.
oInteracts with various support departments and sales offices as a part of inbound/Outbound retention efforts.
oAssesses customer needs and promotes additional/alternative company products and/or services.
oEnsure all service level agreements are achieved and properly documented during a scheduled shift.
oPerform any other duties as assigned.
Healthcare Service Group Inc. Louisville, KY Regional Training Manager Oct 2002 to July 2006
oPrepared recommendations designed to increase efficiency, revenues and lower costs.
oAnalyzed budget requests to identify areas in which reductions could be made.
oTrained and managed 10 to 20 in Housekeeping and Laundry services and achieved significant improvements in their productivity.
oReviewed operational records and reports and referred to manuals, company instructions and government regulations to detect deviations from operational practices.
oInteracts with various support departments and sales offices as a part of inbound/Outbound retention efforts.
oPerform any other duties as assigned.
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