Tech Support Operations Technician

EH ERIK HAGEN

****.******@*****.*** 608-***-**** Cottage Grove, WI 53527

PROFESSIONAL

SUMMARY

I have over 10 years experience supporting wide area networks, I started in the field installing new equipment and physically supporting the network. I then moved up to advanced support, providing technical support to resolve network outages, configure new network equipment, ensure network reliability as well as creating new methods and procedures and ensuring network is up to industry standards.

SKILLS Tech Support

Root Cause Support

Technical Support and

Assistance

Local Area Network (LAN)

Engineering

LAN and WAN Assessment

Data Connectivity

Component Replacements

Employee Computer Support

Hardware Repair

Issue and Resolution Tracking

Hardware and Software

Configuration

Resolve Technical Problems

Troubleshooting Network Issues

WORK HISTORY Advanced Technical Support TDS Telecom - 11/2019 - CURRENT Cottage Grove, WI

Installed, configured and maintained network equipment. Diagnosed and troubleshot hardware, software and network issues. Rolled out software updates and applied patches to thwart threats from penetrating networks.

Installed and configured operating systems and applications. Monitored system performance to identify potential issues. Collaborated with vendors to locate replacement components and resolve advanced problems.

Maintained servers and systems to keep networks fully operational during peak periods.

Operations Technician 3 CenturyLink - La Crosse, WI 12/2002 - 09/2017 Performed troubleshooting for Juniper, Cisco, and packet analysis. Escalated emergency technical issues beyond knowledge to maintain optimum up-time.

Assisted with implementation and support of network monitoring tools. Monitored network capacity and performance to diagnose and resolve complex network problems.

Provided network support services for devices such as hubs, bridges, routers, and other hardware.

Troubleshot complex multi-vendor network service provider issues. Provided detailed network diagrams and procedural guidelines. EDUCATION Western Technical College, La Crosse, WI 09/2007 Associate of Science: IT Network Specialist

EQUIPMENT

PROFICIENCY

Cisco - CCNA lapsed

Juniper

Erickson

Alcatel-Lucent

Adtran

Actelis

Calix

Ciena

Cyan

Nokia

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