Desktop Support Network Engineer

Marcus Allen Garcia

**** ***** *****, ******, ** 77386 ******.******@***.*** 832-***-****

Qualifications

Sixteen years of experience in IT support and development, including six years of networking in SMB and enterprise environments, two years in Windows Server administration, six years in desktop support, and four years in team leadership. Computer Information Systems bachelor degree allowed for a formal education in computers and networking, IT project management, and programming.

Experienced with Cisco routers, ASAs, and ISRs, Catalyst, Nexus, and HP switches, Cisco and Exteme Networks WLCs and access points, Palo Alto firewalls, routing protocols EGRP, OSPF, static routing, and BGP, VRF, LACP and static port-channels, STP, RSTP, MST, VTP, 802.1Q Trunking, VLANs, VSIs, HSRP and GLBP, DMVPN, TACACS+, RADIUS, IPAM, DHCP, DNS, WAN technologies, Avaya IPO, Windows Server, SD-WAN, VMware, Hyper-V, Citrix, Active Directory, scripting, and incident management and troubleshooting.

Experience

Network Engineer – McKesson, Royal Caribbean, Cisco

IPsoft – Austin, TX

Aug. 2017 – Jul. 2020

Project lead over McKesson Cradlepoint implementation and documentation, new VRTX server deployment and network configuration, and driving closure on tickets that were breaching SLA.

Acted as lead for tier 1 & 2 network analysts and engineers, determining root cause and resolution.

Configured and maintained multi-vendor network devices (Cisco, HPE, Palo Alto, F5, Extreme Network, Infoblox, Viptela, Cradlepoint, etc.) for multiple data centers and over 6,000 locations for multiple clients.

Identified and implemented configuration changes for issues on managed network equipment.

Managed DHCP and internal and external DNS records using Infoblox.

Planned and implemented Cisco ASA and Palo Alto firewall rules.

Worked on multi-vendor bridge calls to determine root cause and resolution of critical issues.

Managed vendor field resource dispatches to troubleshoot, repair, or install network devices.

Created and managed TAC requests and performed approved changes within repair windows.

Answered calls and worked tickets from queue to ensure client SLAs were met.

Systems Administrator I

LGI Homes – The Woodlands, TX

July 2016 – Aug. 2017

Configured corporate wireless with 802.1x EAP-TLS authenticating against RADIUS/NPS on Microsoft Server, increasing security and manageability over previously used WPA2-PSK solution.

Designed scripted custom image for Dell PCs, along with functional deployment workspace, saving the company over 10 hours of labor for each new community.

Configured, deployed, and supported Cisco ASAs and switches, Cable, DSL, and LTE equipment, PCs, software, and peripherals for corporate office and 72 remote locations.

Traveled to new communities for 1 day install of all IT equipment, including ASA, switch, computers and peripherals, Avaya IP Office and phones, call recording server, and cabling.

Created and managed Active Directory, Exchange, Builder360, Newstar, BuildPro, and Engage user accounts and associated permissions.

Participate in monthly meetings to determine current and upcoming projects and goals.

Answered calls and worked tickets from queue.

Network Analyst / Desktop Support Analyst II

Weatherford - Houston, TX

July 2011 – Mar. 2016

Transitioned remote sites from MPLS to DMVPN over broadband, resulting in an estimated savings of over $288,000 annually.

Gathered information from R&D training personnel, evaluated requirements, developed cost analysis, purchased equipment, and built remotely refreshable computer lab and supporting documentation for helpdesk and desktop support personnel, saving the R&D facility almost $20,000 in initial expenses, and 20 support hours previously required for monthly maintenance.

Created scripts used by the North American region to reduce the time required to perform DoD mandated backups, application verification, remote application installation, and user account verification.

Configured, deployed, and supported Cisco routers, switches, APs, and phones, Meraki hotspots, Aruba APs, end-user devices, cable repairs, and additional tasks.

Updated Cisco equipment SVIs and subnets to new private IP scopes along with MAC reservations on DHCP servers for older sites still utilizing public IPs.

Removed unused WAN configurations and moved routing protocols from OSPF to EIGRP.

Maintained entries on network database and modified networking diagrams using Visio.

Performed network monitoring, reporting, and troubleshooting on remote sites using SolarWinds.

Configured and maintained Windows Servers 2008, 2008R2, 2012, and 2012R2 for various uses within the Desktop Support group including Hyper-V and SQL 2012.

Created localized instance of VMware vSphere with ESXi on departmental laptop for testing and the creation of images for use in our vSphere production environment.

Created and managed Active Directory users, objects, OUs, security groups, and network shares.

Performed executive level support for 5 VPs and 16 directors at multiple sites while maintaining excellent response times, quality, and customer satisfaction.

Supported a group of over 1,200 users locally and remotely on computers, printers, office and enterprise applications, phones, and IT policies and procedures.

Field Support / PC Agent Lead

Geek Squad - Houston, TX

Sep. 2008 – July 2011

Sep. 2004 – Nov. 2006

Received two awards for excellence in customer commendation and sales achievement for in-home support.

Installed, repaired, and supported network equipment, PC equipment, applications, and almost any other electronic devices for small business and residential clients.

Acted as team lead for Geek Squad front desk support in store, assisting with difficult customers, solving escalated issues, creating schedules, and assisting sales team when technical details were needed.

Technical Trainer – Intel

Kelly Services - Houston, TX

Nov. 2006 – Aug. 2008

Promoted and presented quarterly training events with over 200 attendees, and weekly trainings with 10 or more employees.

Trained retail staff on current and upcoming technologies and assisted with customer questions.

Education

CCNA Routing & Switching - Cisco Systems - May 2015 (renewed)

Bachelor in Science, Computer Information Systems - University Of Houston, Victoria - May 2014

Associate in Science - Houston Community College - May 2011

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