Technical Support Network Engineer

RYAN JACKSON

Atlanta, GA 678-***-**** ******@****.***

TOP-PERFORMING NETWORK ENGINEER

Application Deployment Specialist • Technical Support Lead • Systems Administrator

Network Troubleshooting Expertise • Voting Equipment Setup Specialist

Enhanced Network Security • Implemented Server Patching • Troubleshooted Operations Issues

WORK EXPERIENCE

Digital Management, Atlanta, Ga April 2024 - present

Network Engineer

●Increased customer satisfaction ratings by 15% via streamlined technical support processes.

●Achieved 20% improvement in system uptime via proactive maintenance and monitoring.

●Deployed cloud solutions for 15 applications, reducing deployment time by an impressive 30%.

●Managed network infrastructure across 10 locations, effectively supporting over 500 users.

●Provided comprehensive on-call support both onsite and remotely, consistently delivering timely updates on server outages as well as detailed weekly status summaries.

●Identified operational challenges in documenting procedures to enhance workflow clarity.

●Trained staff on new engineering guidelines and safety policies for continuous improvement.

●Detected production flaws in hardware and software via daily Turnover Report spreadsheets.

●Executed server patching via Jenkins, improving performance through Build ID management.

●Diagnosed operational issues with ServiceNow and PuTTY to ensure smooth functionality.

●Conducted datacenter walkthroughs and badge/log checks to ensure security compliance.

●Validated NFS mounts and nodes with open-source software, optimizing server systems.

●Developed application software with Filezilla, enhancing operational efficiency.

Atlanta Mission, Atlanta, Ga Nov 2021 - March 2024

Support Analyst Office Administration

●Led and motivated the customer service team to achieve high satisfaction goals.

●Installed and repaired hardware and software to ensure optimal system performance.

●Maintained computer networks, enhancing reliability and efficiency for all users.

Fulton County Elections, Atlanta, Ga Oct 2020 - Nov 2021

Field Service System Technician

●Established and monitored voting equipment in the precinct, providing expert technical support for the DS200 Optical Scanner and ExpressVote to ensure seamless operations.

●Transferred critical information systematically from paper to organized digital files using advanced scanners, thereby enhancing overall data accessibility and accuracy.

●Traveled extensively to numerous polling locations, coordinating diligently with managers to ensure efficient setup of poll equipment and perform necessary repairs.

Corporate Temps, Hapeville, Ga July 2020 - Oct 2020

IT Department Technician

●Maintained robust Windows Domains by monitoring databases and troubleshooting complex network connections to ensure seamless hardware and software configuration.

●Provided superb customer service by expertly leading a motivated team, while establishing clear customer satisfaction goals that significantly elevated service standards.

●Asked targeted questions to diagnose hardware or software issues and facilitate resolution.

●Monitored client operations and organized computer policies to enhance efficiency.

ICT Help Desk, Chamblee, Ga Sep 2018 - Jan 2020

Microsoft Office 365 Administrator

●Maintained Windows Domains via Sysaid and Active Directory, deploying cloud infrastructure software and migrating documents and apps from Windows 7 to 10 using Acronis True

●Resolved network connection issues by routing calls to escalation points and creating user accounts with seamless password resets via SharePoint, Salesforce, and Microsoft 365.

●Engineered seamless installation of cable assemblies for optimal hardware setup while managing product information for MDM systems across RICOH and CANON devices.

●Streamlined the transfer of vital information from paper to digital formats by deploying advanced keyboards and optical scanners, enhancing overall data accessibility.

●Elevated overall customer satisfaction significantly by leading a highly motivated customer service team and establishing clear, measurable goals for exceptional service delivery.

●Cultivated strong problem-solving skills by diagnosing user hardware and software issues.

, Atlanta, Ga Jan 2013 - Aug 2018

Atlassian Group Help Desk Technician

●Achieved seamless security operations for MDM and Windows 7 via efficient remote support.

●Configured desktops, thin clients, routers, switches, and servers for organizational needs.

●Monitored RICOH and CANON printers/scanners to ensure optimal functionality.

Manpower Warehouse, Douglasville, Ga Oct 2005 - Jan 2013

Material Handler

●Unloaded shipments and ensured timely inventory replenishment for optimal stock levels.

●Stocked items efficiently, enhancing a well-organized and appealing retail environment.

Material Handler

●Unloaded shipments and ensured timely inventory replenishment for optimal stock levels.

●Stocked items efficiently, enhancing product access and maximizing customer satisfaction.

Metal Cutting Machine Tool Operator

●Executed quality checks throughout operations, achieving a 100% accuracy rate

●Operated the die cutting machine efficiently and effectively to ensure seamless production.

Prior Experience: Adecco, Material Handler; Moon Cutter, Metal Cutting Machine Tool Operator

EDUCATION

Interactive College of Technology, Atlanta, Ga 2019

Diploma, Computer Information Systems

TECHNOLOGIES, CERTIFICATIONS, SKILLS

Technologies: Filezilla • Jenkins • ServiceNow • Putty • SCOM • EASI • CMBD • Cyber Ark • Whatsup Gold • CSAMS • PRTG • EcPass • Gitlab • Nexus Repository • Red Hat Open Shift • Azure ARO DEV • Splunk • Share Point • Sales Force • Microsoft Office 365 Administrator • Excel Formula • Sysaid • Active Directory • Hyper V • Acronis True Image • RICOH • CANON • VMware • Windows Server

Certifications: High School Diploma, James Hill House High School, New Haven, CT, 1998

Skills: Advanced Network Configuration • Cloud Infrastructure Deployment • Technical Support Excellence • Proactive System Maintenance • Strategic IT Solutions • Network Performance Optimization • Server System Enhancement • Security Compliance Assurance • Operational Efficiency Improvement • Software Deployment Proficiency • Hardware and Software Diagnostics • Customer Satisfaction Leadership • Technical Issue Resolution • System Uptime Management • Remote Support Specialist • Workflow Documentation Enhancement • Engineering Staff Training • Production Flaw Detection • Server Patch Management • Operational Troubleshooting • Datacenter Security Management • Open-Source System Optimization • Application Software Development • Team Motivation and Leadership • Hardware Installation and Repair • Network Reliability Enhancement • Voting System Technical Support • Digital File Management • Poll Equipment Coordination • Windows Domain Maintenance

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