Support Engineer Network
Resume:
Sharnise Harris
Fort Washington, MD *****
**********@*****.***
Professional Summary
Experience Summary: I currently have 15+ years of experience in Networking and Telecommunications. I am Proficient and competent with Cisco IOS routing and switching, including TCP/IP, routing protocols
(OSPF, BGP, RIP, HSRP, ISIS), L2 & L3 Switching, and VLANS. I possess experience in troubleshooting network outages, using multiple platforms of Cisco, Dell, and Palo Alto high end routers and switches. I have experience in Network Analysis, Support/Processing and Troubleshooting; experience and providing support on all phases of analysis. I am currently studying for my Cisco Network Associate (CCNA). Willing to relocate: Anywhere
Work Experience
Infrastructure and Operations Engineer
Department of Transportation Office of Inspector General (DOT/OIG) - Contract-Washington, DC September 2023 to September 2024
Interacted with:
o VMware (vSphere, vCenter)
o Dell Technology (Firewalls, Routers, Switches, IDRAC, WAPs) o Telcom (VoIP, Call Manager)
o Active Directory
o Secure Liquid Files
o Change Gear Ticketing
o Cisco AnyConnect VPN
o Yubiekey Authentication
o BigFix
o SCCM (Windows Updates, KBs, CVEs)
• Assign and configure TCP/IP subnetting and security protocols
• Managed implementation of IT infrastructure (data center, server, storage)
• Member of Operations Team responsible for the installation, maintenance and operation of server, storage and hardware
• Delivered priority Infrastructure Operations infrastructure project updates to Management
• Support and troubleshooting for DOT End User Computing software
• Support and administer the corporate email system
• Support and Troubleshooting for Audit, Regulatory and DOT User requests
• Collaboration with Field and Vendor parties
• Responsible for disaster recovery and business continuity, including planning, documentation, implementation and testing for all platforms
• Contract did not renew
Network Administrator
US. Merit System Protection Board (MSPB) - Contract-Washington, DC February 2023 to August 2023
• Provided on-call support for after business hours network outages.
• Maintained, configured, and troubleshooting Cisco branded or other routers, switches, firewalls, and operating systems.
• Maintain, configure, and troubleshoot TCP/IP, VLANs, VPNs, and general network architecture.
• Maintain, configure, troubleshoot, and install Software Defined Networking within Azure cloud infrastructure and Zscaler.
• Maintain, configure, and troubleshoot cabling, wiring closets, and DMARCs
• Participate in knowledge transfer meetings with MSPB IRM staff for network tasks including preventative maintenance, patching, and common issue resolution.
• Perform network performance troubleshooting.
• Perform network security auditing and recommend security improvements.
• Provide network engineering support for IRM modernization projects such as SDWAN, MTIPS, and case management software modernization projects.
• Create and maintain change management and documentation for network infrastructure.
• Provide weekly status reports on all activities.
• Perform high level of customer service and care with effective and professional communication with all levels of MSPB staff.
Network Engineer
Cogent Communications-Washington, DC
June 2007 to July 2022
• Interface with Cisco routers platforms including Cisco GSR routers. Responsible for configuring and troubleshooting of Cisco 3550, 5000 and Cisco 6500 series catalyst switches to troubleshoot and configure VLANs and connectivity issues.
• Perform diagnostics such as ping tests, loopback testing and other techniques to determine the cause of network/customer outages for DS3, OC3, OC12, and OC48 Customers on Cisco and Juniper high end routers
• Troubleshoot DS1, Fast Ethernet, Gigabit Ethernet, DS3, and OC/Sonet
(OC12-OC192) circuits
• Troubleshoot and configure frame-relay T1 and T3 circuits. Troubleshoot PVC, LMI, DLCI and frame-relay link down issues. Create static and dynamic mappings of frame-relay PVCs and configure frame relay point-to point, point-to-multipoint, and fame-relay sub interfaces
• Document customer reported issues and troubleshooting solutions in Remedy trouble ticketing system
• Troubleshoot proxy server, firewall and NAT (Network Address Translation) customer issues.
• Troubleshoot Domain Name Service problems and create new zone files and modify existing zone files
• Interface with customer LAN/WAN administrators to assist in setting up various LAN/VLAN/WAN configurations for internet access & router configurations
• Provide network support and monitoring of IP backbone and all internet access customers using Netcool monitoring system
• Troubleshoot customers’ and Cogent’s backbone fiber circuits, routing problems, latency, packet loss and outage issues
• Build and troubleshoot fiber circuit outages: Bouncing, LOS, LOF, etc.
• Perform loopback testing from within the fiber devices to confirm circuit connectivity
• Assist FE with replacing cards to high-end Cisco devices, troubleshooting fiber issues, etc.
• Work with various telco’s to isolate physical layer and data link circuitry faults for customer circuits.
• Configure and troubleshoot static routes, BGP (Single and dual peer ) routing configurations,access- lists and prefix-lists.
• Troubleshoot DNS related issues
• Troubleshoot VLANS in Cisco Switches: 3550, 2900, and 5000 series switches
• Troubleshoot Gigabit Ethernet & Fast Ethernet customers in Cisco Switches and Cisco and Juniper routers
• Handles reports of Acceptable Usage Policy Violations
• Answered incoming Support calls in 24/7 NOC environment.
• Resolved incoming Support tickets received via email.
• Isolate and escalates internal Abuse Team- mass mail, spam, copyright infringements, child pornography, subpoena compliance, denial of services attacks, and hacking attempts
• Work overnight (graveyard) Shift for 8 years
Education
Bachelor of Science in Computer Information Systems Hampton University - Hampton, VA
2003 to 2007
Skills
• Zscaler
• EIGRP
• Computer Networking
• Software troubleshooting
• LAN
• WAN
• Microsoft Windows
• Network Monitoring
• Active Directory
• Disaster Recovery
• Microsoft Windows Server
• Routing Protocols
• Linux
• BGP
• Cisco Routers
• Microsoft Exchange
• Network Infrastructure
• HTTPS
• Telnet
• Network protocols
• Azure
• 24/7 NOC
• Network Support
• Ethernet
• SecureCRT
• Remote Access Software
• Network Engineering
• VoIP
• IT
• DNS
• System Administration
• SSH
• OSPF
• Cisco routers
• IP networking
• VPN
• Network Administration
• TCP/IP
• Network Firewalls
• Data center experience
• Computer science
• VMWare
• Network security
• TCP
• Authentication
• DHCP
• Load Balancing
• FTP
• MPLS
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