Technical Support Network Operations

Alex Osipowich

*** ******** ******, *********, ** 47872 619-***-**** *******@***.***

Diligent network operations technician, business systems analyst, and U.S. Navy veteran with more than 13 years of experience in Information Technology (IT), specializing in network operations centers (NOCs) and change management. Recently certified in change management, while already holding a master’s in business administration and a bachelor’s in technical management. Ready to bring exceptional knowledge and capability to bear on elevating network operations and IT management. Key areas of expertise include:

IT Service Management: Troubleshoot connectivity and network performance issues, implement changes, and ensure system security and reliability while reducing support tickets.

Technical Expertise: Cisco Routers & Switches, SecureCRT, Remedy, Putty, OPNET, Orion SolarWinds, Windows OS, Mac OS, Symantec Ghost, Simple Network Management Protocol (SNMPT).

Professional Experience

Software Specialist Tier III (Remote), Leidos, Reston, VA 10/2022 to 12/2023

Remote Technical Support: Troubleshot connectivity issues, optimized network performance, supported the change request process, and ensured system security and reliability while clearing support tickets from the country’s 8K users. Provided primary high-level technical support to the Civil Aviation Registry Electronic Services (CARES) website and supplemental support to the relegated system, Integrated Airman Certification and Rating Application (IACRA), that was replaced by CARES. Used the Remedy Ticketing System. Solved technical problems and issues that were unclear to lower tier specialists and required deeper technical knowledge. Employed analytical thinking, strategic planning, organizational skills, leadership, communication, and technical expertise.

Planning, Communication, & Training: Attended scrum meetings to collect data about new and existing features, known issues, and upcoming development. Cultivated skill with the Prosci ADKAR model for facilitating change, in which ADKAR stands for awareness, desire, knowledge, ability and reinforcement. Analyzed the impact of new or proposed changes for impact on program operations and procedures. Influenced behaviors, attitudes, and norms in support of adoption of change initiatives. Collaborated with internal experts to develop technical solutions using deep analyses combined with an understanding of overall impact. Recommended program improvements to enhance operational efficiency.

Achieved a zero-complaint record over a 14-month period with no management interventions or rework.

Created an atmosphere of friendliness, focused on responding to customer needs with empathy and efficiency. This resulted in resolving their issues quickly and professionally, boosting customer satisfaction.

Completed LinkedIn courses on change management and began a Change Management Certification program at Amberton University.

Business Systems Analyst (Remote), Leidos, Reston, VA 04/2021 to 10/2022

IT Change Management: Conducted change management meetings as a member of the Change Management Team. Used ServiceNow Ticketing System to manage change requests. Verified all change requests were approved for implementation and would not negatively impact other working systems. Leveraged knowledge and experience of policy to answer questions related to change requests and advise change owners on submissions. Employed change methodology principles, feedback, and lessons learned to inform recommendations. Discussed pending changes to the General Services Administration (GSA) network. Led weekly engineering review boards, change prioritization boards, and planning reviews weekly over an 18-month period.

Provided key recommendations to management regarding the use of Change Management tickets to reduce response times for 8K+ GSA clients, held change management task owners accountable for late responses to change requests, and reduced response times to more manageable workloads.

Completed Information Technology Infrastructure Library (ITIL) 4 Foundation training, which established a complete operating model for continuous improvements of technology-enabled products and services.

Network Technician, SAIC, Denver, CO 02/2017 to 04/2021

Network Operations: Supported the GSA NOC and monitored GSA networks to ensure safe and reliable operation. Worked with local support team to resolve issues in connectivity. Monitored and responded to alarms and contacted onsite personnel and telecommunications personnel to restore network systems. Maintained real time network level configuration control. Monitored and maintained the Standard Base Supply System (SBSS) and Asset Inventory Management System (AIMS).

IT Service Management: Connected network devices to temporary environments for remote configuration and prepared for shipping, and provided general integration and deployment support. Configured, shipped, and installed routers and switches. Troubleshot and reconfigured installed equipment to overcome problems inherent to the operational limitations of the equipment. Performed wireless network restoration.

Shipped and received over 700 networking devices over a two-year period, and installed over 90 network switches and routers.

Processed and submitted change requests cases submitted to the NOC team for resolution, providing key input to meetings to guide decision-making process on change requests.

Voice NOC Technician, West Safety Services 10/2013 to 02/2017

(formerly Intrado), Longmont, CO

Voice Network Management: Monitored the national 911 emergency call network, including Voice over Internet Protocol (VOIP) systems, and provided real time response to remote support requests by troubleshooting and restoring audio/visual technology. Conducted Tier I and Tier II network performance monitoring and support, and general IT service management. Ensured the correct distribution of 911 calls to Public Safety Answering Points (PSAPs). Collaborated with telecommunications carriers to ensure connectivity of voice circuits that comprised the 911 network.

Gained expertise with Empirix, Call Detail Records (CDRs), Information Exchange Networks (IENs), and Hewlett Packard Open View monitoring application.

Network Administrator, ITT Excelis, Bagram Air Base/Kabul/Kunduz, Afghanistan 08/2011 to 04/2013

Network Administration: Installed, configured, and maintained computer network systems for 1K+ users across the military base. Operated and maintained one unclassified network system, one secure US military network system, and one coalition forces network system. Used and maintained SBSS and AIMS systems. Provided Tier I and Tier II network performance monitoring and support. Specialized in Cisco 3750/3550 series switches for the migration of networks. Serviced transport layer. Provided integration and deployment support and Tier II routing and switching configuration. Employed Cisco Call Manager to create VOIP accounts for authorized users. Maintained and updated diagrams for network configuration.

Tracked network layout to gain deeper understanding of the layout and environmental conditions of the network installation. Surveyed users to identify opportunities to improve overall network operations.

Established and built a switch and router rack for the purpose of testing to support growth and development of networking skills.

Education

Master of Business Administration, Keller Graduate School of Management, 2010

Bachelor of Science, Technical Management, DeVry University, 2008

Certifications

Change Management Certification, Amberton University, 2024

ITIL 4 Foundation IT Service Management, People Cert, 2022

Cisco Certified Networking Associate (CCNA), DeVry University, 2011

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