Technical Support Specialist

Eric Gregory Smith

*** ********* ***** *******, ******* 30331 •404-***-**** • *******@*******.***

OBJECTIVE

Cisco Certified Network Associate (CCNA), Security Plus Certified and Microsoft Certified Professional (MCP) with extensive networking experience configuring, installing and maintaining LANs, WANs, Cisco routers and switches, also as a Network Support Specialist supporting all technical facets of a LAN/WAN network. I have a thorough understanding of Ethernet based TCP/IP Networking Technologies Routing Protocols, Network Security and Firewalls. Currently I am working towards CCNP certification.

Skills:

Cisco Routing & Switching

Cisco Prime Infrastructure

Remedy Ticketing System

Service Now Ticketing System

Aruba Airwave Glass Support

Cisco/Ruckus Wireless Controller

Aruba Cape Sensor Support

Wireless Networking

Ruckus Wireless Controller

AirMagnet Survey Pro

Ekahau Pro/Ekahau Sidekick

7 Signal Sapphire Eye/Mobile Eye

Work Experience:

Senior Network Specialist

AT&T · Nov 2021 - Present

Atlanta, Georgia, United States

* Ensure the overall reliability and operations of AT&T's Optical, IP Core, Mobility, and other advanced communication technologies through both fault and life cycle management, providing 24 7 platform technical support.

* Deliver proactive and reactive technical support, troubleshoot network platform issues, monitor alarms and KPIs, investigate and diagnose network issues, and coordinate root cause analysis.

* Experience in ALU/Nokia LTE Core and RAN Network elements configuration, provisioning, and troubleshooting. Network elements experience include:

4G LTE BTS Alpha, Beta, and Gamma Sector configurations via NetAct and SAM-5620 client; small/metro cells per Gold Standards; provisioning of RNCs, OSS, MSN/SIADs.

* Utilize tools and techniques for analyzing and documenting logical relationships among data, processes, or events, translating business problems into actionable insights.

* Perform automation functions through scripting and programming to improve support and monitoring functions via NetAct and fALU WMS SAM 5620-Client, increasing efficiency and effectiveness.

* Mitigate and remediate complex technology fault conditions across multiple production platforms and environments, and implement restoration of service, including vendor/IT fixes or design changes when necessary.

* Independently resolve complex issues and collaborate with additional support teams and vendors as needed to maintain system stability.

* Proactively monitor and maintain system configurations using key performance indicators (KPIs) to achieve optimal performance and reliability.

* Participate in collaboration sessions with vendors on product capabilities and improvements, and review and interpret technical documentation and vendor specs for inclusion into database templates.

* Collaborate with upstream and downstream partners to design and implement custom solutions for internal and external customers, conduct change management procedures.

Wireless Field Operations Engineer

Kaiser Permanente

Apr 2019 - Oct 2021

Greater Atlanta Area

• Working experience on 802.11 technology using wireless Controller and Access Point systems.

• Performed Ekahau surveys for designing, analyzing, optimizing and troubleshooting Wi-Fi networks

• Proactively identify, track and improve Kaiser wireless networks (corporate, guest and voice).

• Review and update of designs, conduct on-site surveys, provide tier 2 & 3 support and remediation of issues using Ekahau Pro survey

• Troubleshooting and support 802.11ac wireless environment.

• Generated Wi-Fi heatmaps with high-definition and visual simulations that shows network coverage

• Solid understanding of 802.11 family of standards.

• Experience with wireless controllers Cisco 5500/5520 series and Aruba 7030 series.

• Wireless Access Point Cisco 3702/3802 series and Aruba 535 series

• Diagnose and solve system performance issues.

• WLAN Security in the areas of authentication, encryption, RADIUS, AAA authentication, 802.1x/EAP, PSK

• Wireless access controllers CAPWAP knowledge.

• Solid understanding on networking protocols, including bridging, routing, TCP/IP, DHCP, ARP, DNS, NAT, and STP

• Comfortable working with Linux-based systems and relevant tools SSH, SCP, and FTP.

• Knowledge of networking protocols (HTTP, TCP, IPSEC, and GRE.

Wireless Engineer

Von Technologies - Aug 2015 - Apr 2019

Atlanta, Georgia

• Primary responsibilities include performing project-based engineering, installation and troubleshooting of wireless/data networks.

• Cisco Routers: 3800, 3700, 2800, 3900, 2900, 1900 & 1800. ASR1002, ISR 4kRouters.

• Layer 3 Switch’s - 3560, 3750, 3850 9300 Series.

• Ruckus and Cisco Wireless Technologies: Wireless LAN Controllers (Ruckus-1100, 3000, 5000, and Cisco 2504 Series).

• Configuring and Maintaining Cisco Routers, Switches WLCs, LAPs, APs

• Cisco ASA Firewalls: 5505, 5510, 5520 Models.

• Assist with network engineering for site survey and implementation, including installations of wireless networks from site surveys performed.

• Use Air Magnet software to capture surveys of existing environments for upgrade deployment.

• Implement new Private and Public IP addressing scheme and VLAN’s for the new wireless network

• Experience with physical and logical networks applying the existing network design standards and extrapolate them into new designs.

• Demonstrate solid understanding of 802.11 protocols.

• IDF and MDF management and standards, including cabling standards, hardware and switch port labeling, and documentation.

Trouble Resolution Specialist

EarthLink Business Mar 2014 - Jun 2015

Atlanta, Georgia

• Cisco Routing & Switching – Use of the Cisco CLI & SDM to manage, maintain, and

troubleshoot devices. Cisco C2500, C2600, C2800, C2900, C3700 Series Routers.

• Adtran 612, 624, 908 Series Routers.

• Testing loop back digital input signal circuit of the Multiplexer (MUX).

• Configure Cisco IOS Firewall, Fortinet, and ASA Firewalls

• Managing and Test router and switch devices remotely at customer premises.

• Solid understanding of sub-netting Variable Length Subnet Mask and IPv4(32 bit)/IPv6(128 bit) addresses.

• Configure dynamic routing (BGP, EIGRP & OSPF) Protocols as per network requirements

• Troubleshooting of various types of internet circuits such as DSL, T-1, T-3, MPLS.

• Remedy – Use of various ticketing systems to input and retrieve end user information and create

new trouble tickets for severity 1, 2, & 3 escalated issues.

• Verify connectivity from Customer Premise Equipment to the smart jack and CSU

• Configure edge routers with label-switched path (LPS) is a path through an MPLS network, set up

by a signaling protocol such as BGP.

Service Desk Analyst

WellStar Development Center Oct 2013 - Dec 2013

Atlanta Area

•Remedy – Ticketing systems to input and retrieve end user information and create new trouble tickets for severity 1, 2, & 3 escalated issues.

•Provided second level support to 8,000 clients using WellStar Epic Patient Health Record system.

•Active Directory – Use of AD Users & Computers to manage user accounts, apply group policies, reset user passwords, disable accounts for terminated users, manage file and print services, manage user roaming profiles, create and maintain AD OUs, add network printers.

•Citrix XenApp – Use of Citrix Access management tool to publish applications on Citrix server, troubleshoot end user hung sessions, reset user sessions, add servers to Citrix server farm

•Desktop PC/Remote PC Support – use of tools such as NT user Manager, Novell Console One, Entrust, TeamViewer, LogMeIn Rescue to remote into users PC Terminals to troubleshoot and resolve various end user problems.

•File & Print Services – Use of File and Print tools in Active Directory to manage and grant access to various file shares on the network

•DNS Support – Use of DNS Management Console to troubleshoot issues with DNS for domain services for web servers

•Adding users to various distribution groups in Exchange/Outlook.

System Administrator

Sapphire Solutions Services - Mar 2010 - Oct 2012

Atlanta Area

•Cisco Routing & Switching – Use of the Cisco CLI, CCP Express, & SDM to manage, maintain, and troubleshoot cisco devices. Cisco C1841, C2600, C2950, C3700 Series Routers

•Configure Static & Dynamic Routing(RIPv2, EIGRP, OSPF, BGP)

•Configure NAT

•Configure Cisco IOS Firewall and ASA Firewalls

•Configure DHCP

•Perform user account management, backup/restore/recovery actions, & preventive maintenance.

•SharePoint – Used SharePoint management tools to assist end users on creating department web pages.

•SharePoint – Used SharePoint management tools to assist end users on creating department web pages, management of web parts.

•Managing and Tested router and switch devices for optimal performance.

•Construct backup and recovery policies for Windows servers that host different applications.

•Active Directory – Use of AD Users & Computers to manage user accounts, apply group policies, reset user passwords, disable accounts for terminated users, manage file and print services, manage user roaming profiles, create and maintain AD OUs, add network printers

Network Administrator

Hewlett Packard - Jun 2003 - Jan 2010

Atlanta Area

•SharePoint – Used SharePoint management tools to assist end users on creating department web pages, management of web parts.

•Configure Cisco IOS Firewall and ASA Firewalls router, and wireless access points.

•File & Print Services – Use of File and Print tools in Active Directory to manage and grant access to various file shares on the network

•DNS Support – Use of DNS Management Console to troubleshoot issues with DNS for domain services for web servers

•Outlook/Exchange Server – Support of various client email issues using Exchange management tools. Also for adding users to various distribution groups in Exchange/Outlook. Management of Global Address Lists

•Extensive Call Center experience of resolving end user problems in a high-volume call center environment

•Responsible for receiving calls from clients/Addressed and resolved problems and complaints in a tactful and timely manner/Demonstrated mastery of customer service call script within specified time frames/Provided accurate and appropriate responses to client inquiries.

Academic Certifications & Education:

CERTIFICATIONS

Cisco Certified Network Associate (CCNA), 2012

Cisco Certified Entry Networking Technician (CCENT), 2012

Comp TIA Security + Certified, 2012

Microsoft Certified Professional (MCP), 2003

EDUCATION

TACD IT Boot Camp – Completed courses, 2014

Active Directory, Citrix, Cisco Routing & Switching, VMWare, SharePoint

Atlanta Technical College, (2010-12) Cisco Network Specialist Curriculum, CCNA

Silicon Valley Learning Center, (2002-03) MCSE and MCSA Curriculum

University of New Orleans, La. (1980-81) Computer Science, Major

Southern University, Baton Rouge, La. (1979) Computer Science, Major

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