Technical Support On-Site

Gage Neubaum

*** ******* ***., **********, ** ***08 240-***-**** ****.*******@*****.***

EDUCATION

University of Maryland, College Park Graduated December 2017 Bachelor of Arts in Economics

CERTIFICATIONS

CompTIA N10-008 Network+ Certification Issued November 18 2024 Candidate ID COMP001021869525

Verification Code 678Q86S5YEF4Q355

TECHNICAL SKILLS

Networking: IPv4, DHCP, DNS, SSH, SNMP, SD-WAN, VPN Software: ServiceNow, Microsoft Active Directory, Microsoft Configuration Manager, Tanium, Bomgar BeyondTrust, FortiNAC, Veeam Backup & Replication, Okta, Opmanager, Zabbix, Rubrik backup server Operating Systems: Microsoft Windows 10/11, Mac OS, iOS, Linux (Ubuntu, Manjaro, Raspbian) Hardware: Managed network switch(Juniper), console server(Opengear), backup tape drive/library(Dell), Internal componentry(CPU, RAM, SSD/HDD, PSU, NIC, PCIe, SFP+), Peripherals WORK EXPERIENCE

Market Engineer I, Caesars Entertainment Inc., Baltimore, MD June 2022 - Present

● Provide on-site troubleshooting and technical support to both back-of-house and front-of-house teams totaling over 500 employees and completing on average 100 tickets per month.

● Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes.

● Maintain security, backup, and redundancy strategies to maintain 99.5% system uptime

● Adhere to corporate standard SLA resolution priority matrix with less than 1% of tickets breaching their SLA

● Plan and coordinate project schedules, goals and milestones to ensure on-time delivery of project deliverables.

● Create technical documentation no later than 24 hours after a deployment or project completion.

● Coordinate with enterprise teams with the installation, deployment, and testing of proprietary systems and applications.

● Install and configure hardware and equipment in about 15 IDF closets and 250+ end-user workstations and kiosks

● Adhere to Gaming Control Board standards to ensure complete compliance in rules and regulations required by the state.

Help Desk Technician Level 1, TEKsystems contract for T. Rowe Price, Owings Mills, MD November 2021 - June 2022

● Support customers on the phone and via emails taking customer calls and responding to email inquiries throughout shifts.

● Assisted both external customers and internal employee issues using internal tools as well as general IT and computer knowledge.

● Escalate problems to Level II and supervisor based on department operations and procedures as necessary.

● Handle all incoming technical support problems using ServiceNow's ticketing system and other systems as required.

● Handle roughly 30-50 calls per day with an average call resolution time of 7 minutes per call

● Over 80% of calls were resolved on the first call and required no follow-up or callback. Mechanic, Round 1 Bowling & Amusement, Towson, MD June 2021 – November 2021

● Respond to customer complaints of machine malfunction and analyze the mechanism to find the root of the problem

● Assist the Facility manager with the installation, maintenance, and repairs of both mechanical and circuitry issues in the arcade games and/or bowling machines

● Able to readily identify and troubleshoot common problem with components like controls and audio systems Assistant Project Manager, Elevation Flooring, Halethorpe, MD October 2019 – January 2021

● Assisted in compliance with contract documents and health & safety requirements

● Coordinated pre-installation review to ensure efficiency in execution of projects

● Communicated with General Contractor in maintaining/improving schedule of projects

● Assisted in small office tech support including workstation hardware & software setup, VoIP phones, Microsoft office administration, & printer troubleshooting

Estimator, Elevation Flooring, Glen Burnie, MD March 2018 – October 2019

● Performed takeoffs and collated pricing for all materials and labor necessary for Commercial or Residential projects

● Submitted bids and negotiated contracts with General Contractors or direct to End Users

● Developed internal system for statistical tracking of bids sent, awarded, and dollar value PROFESSIONAL PROJECTS

SD-WAN, Associated with Caesars Entertainment Inc. in Baltimore, MD

● Deployed SD-WAN edge devices on-site with redundant uplinks to our MPLS service providers

● Coordinated with Network Operations to ensure all connections were established per project specifications

● Documented the installation and configurations for the project Wardrobe System, Associated with Caesars Entertainment Inc. in Baltimore, MD

● Worked with vendor of the wardrobe department management software to upgrade to newest version of the system

● Backup and restore SQL database for wardrobe system

● Updated prerequisite software and provided remote access to vendor to perform in-place system upgrade and testing of new system after deployment

Paid Parking, Associated with Caesars Entertainment Inc. in Baltimore, MD

● Worked with vendor with assistance installing necessary network infrastructure to connect paid parking kiosks and peripheral devices(LPRs, gate controllers) to the parking server and network

● Joined kiosks to domain and installed software for remote management for troubleshooting of kiosks remotely PERSONAL PROJECTS

Pi-hole, Network wide ad-blocking protection

● Deployed Pi-hole software directly on a supported operating system using installation scripting and SSH to work on a headless Raspberry Pi computer

● Configure home router’s DHCP options to force all client to use Pi-hole as their DNS server Proxmox Homelab Server, Type 1 Hypervisor for Homelab projects, experimentation, and learning

● Deployed Proxmox hypervisor to create VMs/LXC containers for experimenting with tools and applications in a lab environment

● Practiced utilizing VLANs, DHCP/DNS via Active Directory, and network monitoring software(Zabbix, checkMK)

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