Network Engineer Service Manager

Tamara Boatman

Objective

To become the Lead of a Network Engineer Department within a professional environment that enables

me to maximize and advance my Networking knowledge and experience.

Skills

•Operating Systems

•Windows

Suite

•MAC OS

•Hardware

•Dell, Hewlett Packard, Toshiba,

Sony, Meraki

•Install, configure and

troubleshoot PC’s, Firewall, and switches

•DSL/Cable modems

•Cell Phones

•Laptops/iPad

•Wireless cards

•Assemble PC’s to the

component level

•Security

•Norton Anti-Virus

•McAfee

•Virus, Malware and Spam

removal

•Firewalls

•SonicWall

•MX Firewall

•Fortinet

•Remote Access

•Citrix

•VMware

•RDP

•Teams & Zoom

•TeamViewer, Bomgar, Cisco, Webex

•Go To Assist

•Terminal Server

•Log Me in/Join.me

•Networking

•Subnet Masking (Blucat)

•Networking

•Static and DHCP Routing

•LAN/WAN Support

•Router/Switch configuration:

Cisco, Adtran, Belkin, Meraki, NetGear, Fortinet,

Linksys, Comtrend, SMC, Metaswitch, Motorola, Arris

•Wireless AP Survey

•Patches

•Putty/hyper terminal

•Software

•Microsoft Word (MCP), Excel,

PowerPoint (MCP), Access, Outlook

•VOIP, Service Now, Avaya Phone systems, ConnectWise

•Siebel, Remedy (Notesmaker),

SSP, NXTT, Service Manager, AS400

•SAP (Systems Applications and

Products)

•ESP

•Salesforce

•IQ Track

•In Contact

•Law Firm Software’s

Experience

Network Analyst/Infrastructure Team • Innovien/Carrier Corporation • 02/22- 03/24

Headed Networking Scope for Global Zoom and Five9 Contact Center Rollout to All Carrier Global Locations. Vetted each site and performed steps to remediate issues that would disqualify site for the Zoom/Five9 Application including WAN Circuit Upgrades, International BYOD MPLS circuit purchases and SBC configurations, Port configurations, revising FW rules, VLAN changes, and Device specific Troubleshooting. Took ownership of VOIP related issues with Vendors as well as with Network Operations to update firewall changes. Company consists of over 5000 locations and 10000 users. Sites Utilized Cisco Shop with 70/30 split with Meraki Gear. FW’s utilized Palo Alto, Checkpoint, and Z-Scaler.

VOICE ENGINEER • INTRADO • 05/2021- 02/2022

LEC has provided orders for T1. Implement builds for PSAPS E911. Troubleshoot downed T1 in Meta Switch with Telcom Vendors, and perform TNT for trunks by FOC.

Team lead/Network Support Tier iv • Horizon River Technologies • 07/2018-09/2020

Managed a team of 9 engineers over multiple projects as well as provided Tier IV NOC support using proprietary monitoring software, INOC for over 3600 devices in production. Worked on a project to turn-up WAN connections for 1200 locations with a migration to a full Meraki stack. Preconfigured network in Meraki dashboard for each site and Provisioned Routing and VLAN configurations prior to installation. Direct Shipped all configured devices to each office for Field Nation tech to install MX firewalls, MS switches, MR Access Points, UPS, and backup 4G Cradlepoint for redundancy. UAT testing was performed to confirm successful deployment to site specifications. Troubleshooting sites having issues with the Network and checking on monitoring network flags. Served as Tier IV for all NOC Incidents\Request such as MAC, outage issues, VOIP performance related escalations for this client. Provided RCA for Site downtime due to Network or VoIP issues. Served as Network team lead for all site dispatches as well as cutovers, Relos, and new build installs from construction buildout to go live. Provided Budget for network related transactions weekly as well as attended weekly update meetings to update stakeholders on escalations, budget changes, and project status checkpoints during conference calls. Served as primary escalation point 24/7 and provided ON call support 2 weekends a month. Served as Team Lead for 6 Engineers on POS upgrade/Acronis Storage backup project for over 700 cafes in a 5-month period successfully. Network Support was also provided for 530 retail sites utilizing FortiGate stack. Provided support for IP changes and Faulty equipment. Dispatched Field Nation tech for FortiGate troubleshooting and replacements using SOW I created prior to dispatches. Service Now ticketing system used to track ticket status. Used Teams and Slack for internal communications and weekly conference calls. Served as Trainer for all new Agents for upcoming projects. Worked with ISP to confirm scheduling and rates. Approved all Sow's for each deployment. Completed onboarding for all new employees providing necessary system access and equipment. System Admin for a Company of 30+ employees overseeing 0365 Administration, VOIP administration, Server administration and processing all Internal IT requests.

Software support/Digital Team • CCh • 11/2017-05/2018

Troubleshooting software running on Windows, Vista and 7 Operating Systems. Troubleshooting sharing and permissions errors on home and office networks. Presenting a calm and professional attitude in high pressure situations. Assisting customers with technical software questions and errors via telephone and chat. Consistently met and exceeded department goals. Used TeamViewer to install software, map network drives, and reconnect services as well as applying patches and assisting with general issues like password resets, printer issues, and network connections. Documented all customer contact accurately and efficiently within specified guidelines in Salesforce.

Network Support Engineer/ Tier II • OnePath • 05/2016-08/2017

Executed 99% of WAN Network Migration deployments. Worked with Project Manager on a team of 6 to Upgrade over 400 XPO Logistics sites from IBM to CISCO in a 4-month period… Supported implementation of FortiGate Stack to retail location as well as provided support after Go live for 60 days. Supported dispatched network technicians. Provided site specific SOW. Tier II support for circuit testing, diagnosing outages and issues with Network devices such as routers, switches. Working with ISP Schedule and correct issues with network configurations on rollouts or migrations, any performance issues,. Would schedule techs for cabling and AP site surveys. Scheduled tech to provide cabling on rollouts after tech site surveys. Worked with tech to install and remotely configure Fortinet Stack Equipment to SOW specifications. During tech Visit performed UAT testing and baselines were documented for Infrastructure Network, AP’s, Firewall and Alarm systems. Also performing fault tolerance testing, HA and Cutover’s with Manager onsite before releasing tech and uploading deliverables to vendors.

Assisted Retail Companies with network issues via Remote software. Fortune 500 companies like Walmart, Estee Lauder, Coach, Waffle house, Nordstroms, Macy’s, Mall Kiosks etc. All were successful deployments. Mentored and trained Tier I Agents new hires.

Documented all client and tech interactions in Salesforce.

Network Engineer/Tier II • Vonage Business Solutions • 04/2014-04/2015

Worked with onsite end users via Log Me In to configure routers, various firewalls and Switches to allow VoIP/ Sip traffic. Used call traces to troubleshoot VoIP issues. Provided firewall configurations for Sonicwalls, Watchguard, Cisco ASA, Fortinet, and Comtrend devices.

Provisioned phone devices such as Cisco and Polycom phones, mobile devices and ATA devices to Vonage Business account specifications.

Hands-on with VoIP and telecom equipment and worked with Telecom Vendors on latency and dropped calls troubleshooting

Desktop/Logistics Support• The Home Depot 12/2013-04/2014

Answer incoming calls from Corporate and Logistic end

users to provide Desktop support to computer and

all peripherals as well as software, both proprietary and SAAS. Worked with Windows Server 2008 to reset password change GPO’s and Send programs to workstations via SCCM.

Logistic Software (Kronos, AirWatch, and OWA) and

Hardware (scan guns, Label Makers, Network Printer Que Creation)

support was provided on a Tier I basis for referral or

Replacement. Remoted into workstations via Office Communicator/Lync or RDP. Documented each call in HP Service Manager

and tracked through completion. Operating system supported Windows 7 and 8, Macintosh IOS

Education

AA Computer Networking • September 11, 2013 • ITT Tech

GPA 3.2

Attributes

•Strengths in implementation of

Multi-level projects while paying

attention to details

•Creative problem solver, high

degree of initiative

•Analytical skills to examine data

and provide the most efficient

solution

• Excellent troubleshooting skills: Layer 1,2,3 Internet connectivity, Firewall and desktop issues

•Skilled in solving complex network problems and proficiency in designing and implementation of computer networks

•9 years Call Center Experience

•8 Years Networking Administration

•Above Average written and oral communication skills

•Strong ability to patiently assist

customers with diagnosis and problem resolution

•Maintain Vendor Loyalty by resolving issues using probing questions

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