Customer Service Network Engineer

Brandon Madden - Senior Network Engineer/IT Systems Administrator - HDI ITIL Certified Systems Analyst

Erlanger, KY 41018

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

Email 2: ***********@*****.***

Phone: 859-***-****

WORK EXPERIENCE

Information Technology Support Lead

Keysource Acquisitions - Mar 2020 - Present

●Experience with the following Solarwinds Orion Network Management tools. NMM. NPM. SAM. Orion web console. Dashboard configuration and change management. Switch port management. IP address Management. Voip monitoring. Network automation manager Manage configs. Net Flow traffic analyzer. NCM. User device tracker. Log analyzer. Network typology Mapper. Engineers toolset. IP monitor.

● Monitor team metrics for supporting warehouse, multiple sales offices, and remote users

●Manage installation & configuration of hardware and software across locations and business units

●Serve as knowledge documentation coach

●Ability to work in a team environment to standardize and improve processes

●Assist team in triage of support tickets

●Work with users to resolve support requests

●Act as the senior escalation point for user tickets Perform quality assurance auditing and coaching on ticket documentation and resolution

Senior IT Systems Engineer

Castellini Company - April 2019 to March 2020

●Handled all level 3 escalation issues

●Managed and implemented Aruba networks.

●Network monitoring using Libre NMS monitoring tool

●Vender Management - CBTS, Verizon, ProSource, Fascor, Cisco, Microsoft, Avaya

●Participated in all high level IT strategic planning meetings

●Implementation of WMS system

●Implementation of PaperCut software - ProSource

●Managed all day to day helpdesk tickets and processes

●Trained level 1 and 2 IT specialists on new technologies introduced into the company

●Palo Alto and CISCO ASA firewall management

●Configuration and change management of onsite AS400

●FTP configuration and change management

●Cisco router and switch configuration and maintenance

●IT Project management experience

●Lead project work for implementations and planned outages/updates to ALL systems without any unplanned downtime or production interruption

●Implemented Avaya VOIP system – Performed end user training and KB Library for continued Education.

●Managed Avaya VOIP phone system – Performed all change management.

●0365 administration - Hybrid Environment

●Meraki AP management

●Handled all crisis issues

●Took point on company wide CISCO video conferencing upgrade

●Managed all FTP requests - created automation scripts for FTP tasks

●Experience working with Libre NMS, Lansweeper, Meraki Dashboard, SCCM, Hyena, 0365 Portal, Microsoft Azure AD synchronization tool, Powershell scripting, Avaya/Shoretel VOIP Server Manager/Cloud Dashboard

●Experience working side by side and managing AS 400

●Experience with maintenance on Label and wide formatting CAD printers

●Managed all Thin Clients and Citrix Environment

●Handled all server maintenance and upkeep (Windows Server 2003-2019) in a 96 VM environment.

●Managed VMWARE ESXi cloud dashboard

Everything But The House - Senior IT Systems Engineer- Aug 2018 - April 2019

●Support the implementation of a WMS (Warehouse Management System) to operate our processing center both on a distribution level and in local sites.

●Oversee all day to day operations.

●Manage and develop all IT personnel.

●Assist our operations team as we roll out the WMS by supporting our local servers (Windows Server 2016) and helping in user management.

●Experience working hand in hand with C level executives.

●Help plan, design, develop, and integrate network systems consistent with existing or planned network infrastructures.

●Assist the local implementation of national projects to provide network services that support business requirements.

●Assist in building highly scalable automated deployment systems.

●Manage networks to ensure they function efficiently.

●Collect network performance data.

●Monitor network security.

●Troubleshoot issues, anticipating problems and performing routine maintenance.

●Expand and maintain our network infrastructure across all EBTH locations nationally.

● Participate in updating existing locations to migrate onto our standard infrastructure, providing remote support, sourcing hardware, and vendor relations.

●Interact, meet, discuss, and troubleshoot issues with vendors; evaluate vendor products, services, and suggestions.

●Report project status as required for all recurring and non-recurring efforts.

●Create and maintain user and computer accounts and modify file permissions and security access lists.

●Test new releases of products to ensure compatibility and minimize user impact.

●Develop and document technical processes and procedures as needed.

●Make recommendations to purchase hardware, software, system components.

●Assist in developing and deploying automated systems in our production environments across many platforms.

●Perform other duties as assigned.

TP Mechanical Contractors INC – IT Business Analyst II - July 2016 - Aug 2018

•Oversee all computer related functions of the organization, setting priorities to ensure optimal support to all business units.

•Participate in special IT projects for the company such as conversion of software, development, and processes.

•Provide timely support for all computer related hardware and software problems.

•Perform all server maintenance and ensure optimal performance.

•Support exchange environment. Add/remove and modify users and user groups when needed.

•Support Active Directory. Add/remove users and modify when needed. Support for all windows platforms. 2003 - 2012. Support for unix and Linux environments.

•Participate in all Strategic Planning meetings and carry out planning.

•Performed full company wide Cisco video conferencing project.

•Performed IT mobility management implementation.

•Oversaw and implemented FreshService IT Asset Management.

•Oversaw all computer hardware and software purchasing.

•Installed and configured company hardware and software as needed.

•Preformed all ComputerEase and Pvault upgrades and weekly maintenance.

VonLehman Technology - Network Engineer/Consultant - January 2015 - June 2016

●Analyze system logs and identifying potential issues with computer systems.

●Experience with DNS, DHCP, GPO and Active Directory.

●Support and all maintenance on all servers for clients and in data center environment.

●Experience with data replication and storagecraft backup solutions.

●6+ years experience with Microsoft Server 2003, 2008 and 2012 platforms.

●Introduce and integrate new technologies into existing data center environments.

●Implement and support all areas of Microsoft Azure cloud platform on a client by client basis.

●Provide estimates and work plans for design, development, implementation, and rollout tasks for Azure projects.

●Support AD environment for Azure cloud platform.

●Support and maintain network infrastructure in both hosted and non hosted environments

●Experience with Exchange (On-Prem/Online).

●Performing routine audit of systems and software.

●Applying operating system updates, patches, and configuration changes.

●Installing and configuring new hardware and software.

●Adding, removing, or updating user account information, resetting passwords, etc.

●Answering technical queries and assisting users.

●Responsibility for security and firewall maintenance.

●Responsibility for documenting the configuration of all servers when implemented or during maintenance.

●Troubleshooting any reported problems by users.

●System performance enhancements and monitoring.

●Ensuring that the network infrastructure is up and running at all times and make necessary adjustments when needed.

●Configuring, adding, and deleting file systems.

●Backup and data migration.

●Experience with Sonicwall environments.

●Experience with Cisco ASA firewalls.

●Experience with replication procedures.

●VMWARE and HYPERV experience.

●Hardware support for Cisco/Dell firewall, switches, routers.

●Create network and email accounts for new users through Active Directory.

●Setup computers for new users and ensure delivery of equipment to users in different locations if necessary.

●Help answer all trouble calls/emails and enter work orders into spiceworks ticketing system.

●Assist in administering and maintaining local and web-based versions of company tracking software.

●Review, document, maintain and trouble-shoot existing network applications, to maximize the utilization of the Company’s computer resources.

●Review, document and maintain existing computer systems and programs to provide efficient information flow and timely computer reports.

●Develop, write, test and document new network applications and systems as needed and defined by user departments.

●Manage and configure new setup for VOIP cisco and 3com phone systems.

●Deploy images and software through SCCM.

●Network switch setup. Dell, cisco and HP.

●Caliptix and Cisco firewall setup.

●Recommend, install, maintain, upgrade and troubleshoot solutions for the hardware and software needs of the Company’s network and operating systems.

●Maintain current status on all software and hardware licenses and agreements.

●Prepare user documentation and provide hardware and software training for Company employees.

●Develop and complete action plans toward the accomplishment of the goals and objectives of the Company’s Business Plan

IT Consultant/Network Engineer

Epiphany Management Group - September 2014 to December 2015

●Server and database management.

●Hardware and software management

●Exceptional one on one customer service skills.

●Networking and cable administration

●Extensive experience with active directory and gpo.

●Phone line and equipment repair.

●Security camera install and repair.

●Server setup and network switch setup.

●Computer imaging and software deployment.

●Proctor caching experience.

●Smart board and projector setup and maintenance experience.

●Fog and Ubuntu server management experience

●Wireless access point setup and configuration

●Excellent management and ticket documentation skills.

●Printer configuration and printer administration.

Computer Analyst Tier II

POMEROY IT SOLUTIONS - October 2013 to September 2014

●Excellent customer service skills

●Strong verbal and written communication skills

●Superior interpersonal skills and telephone etiquette

●Analytical and problem solving skills

●Ability to deal with the stress of a fast paced work environment

●Ability to adapt and adjust to changing work situations, processes, and procedures

●Ability to handle up to 50 client calls a day on a variety of topics and complexity levels

●Proficient in all Microsoft's currently supported Operating Systems

●Proficient in messaging systems such as Microsoft Outlook and Lotus Notes

●Willingness to work flexible hours with occasional evening and weekend hours

●Experience with Windows XP, Vista, Windows 7 and Windows 8, 8.1

●Experience with Hyper-v management.

CONVERGYS CORPORATION - April 2011 to September 2013

●Provide exceptional and professional customer service to our clients

●Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool

●Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools

●Escalate issues, situations, or problems requiring urgent attention to Level II Analysts, Team Leads or Service Desk Managers

●As process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups

●Collaborate effectively with other service desk team members to resolve and document unfamiliar issues.

●Participate in ongoing training for service desk operations

●Work on projects or tasks assigned by supervisors

Other Achievements

●HDI, ITIL Certification.

●Help Implement the Keep Covington beautiful project

●Implemented and managed multi site spin up for Boys and Girls club.

●Volunteered for Boys and Girls club of America.

●Captain for varsity Baseball team at Walton-Verona High School 3 years.

●Completed Kaizen training and attended conferences.

●OSHA certified

●Completed training and knowledge conference for Cisco IT Business Analyst

Contact this candidate