Support Engineer Network Operations
Resume:
Network Administrator, IT Support Engineer
Data Center Management /Network Operations /Site Triage
Career Summary
Result-driven technician with excellent skills as an IT professional. Capable of communicating with people at all levels and exceptional customer service skills. Proficient team player who is a self-starter and dedicated to the overall mission. Excellent troubleshooter and committed to fixing problems quickly. Exceptionally knowledgeable about various unified communication technologies and virtual storage platforms. I am a network field engineer at AHEAD INC who manages day-to-day network operations for the George Washington Medical Faculty Associates
Job Skills
Team player with the ability to perform multiple tasks.
Excellent oral and written communication skills.
Ability to work under pressure during emergency situations
Creative thinking and organizational skills, practical listening, determination, and diplomacy skills.
Proficient in Microsoft Suite, including Project and Visio.
Ability to manage IT projects.
Professional Experience
AHEAD INC, Reston, VA
(George Washington MFA)
2016 –Present
Network Support Engineer
Interfaced with vendors and suppliers to ensure the delivery and maintenance of equipment and services. Assist in the creation of processes and procedures for network operations. Perform routine and emergency maintenance on data center servers/networking equipment. Escalate and partner with other IT staff to diagnose and resolve enterprise systems or network issues. Receive escalations/incidents from the Network Operations Center for issues as they arise. Plan, schedule, and implement network maintenance, including firmware upgrades and hardware replacement. Provides remote site support to branch offices. Monitors LAN/WAN environments. Assisted telecommunications by administering Cisco Call Manager and troubleshooting as needed, and assisted with new site planning, assessment, and physical installation of network infrastructure. Perform provisioning/service delivery tasks for carriers and customer interconnections. Verify new remote site ISP circuits. Conduct wireless surveys and reports.
National Geographic Society, Washington DC
2012 - 2016
Network Administrator, Telecommunications
Maintain and support all telecommunication activities related to telephone and LAN/WAN
equipment, such as PBX, handsets, hubs, switches, routers, voice and data terminals. Extensive use of telecommunication and
network troubleshooting and monitoring tools such as breakout box, voice-toner, puncher, line tracer/testers,
Cisco Works, and telephone test sets. To NGS users, provide adds, moves, and deletions of voice DIDs, voice mail boxes, and
phone extensions. Implement the NGS voice and data network infrastructure changes with Action
Plans when required and keep it in top operating shape. Provide updated documentation of all production
telecomm systems. Monitored telephone network using a real-time monitoring tool for Cisco VoIP.
National Geographic Society, Washington DC
2007- 2012
Senior Help Desk Analyst/Telecom Technician
Provided first- and second-level end-user support by answering incoming trouble calls, emails, and correspondence.
Executed daily operations of the Help Desk and provided essential network access control services, such as
password resets and changes. Delivered and installed microcomputer hardware and software to end users.
Performed software distributions and upgrades via Kace Management and Apple Remote Desktop Systems. Read
technical manuals, conferred with users, and conducted computer diagnostics to investigate and resolve
problems and to provide technical assistance and support. Maintained user accounts in Active Directory, Novell, and PeopleSoft environments. Set up equipment for employee use, performing and ensuring proper cable installation, operating systems, and appropriate software. Installed and performed minor repairs to hardware, software,
and peripheral equipment, following design and installation specifications. Answered users' inquiries regarding computer software and hardware operation to resolve problems. Troubleshoot mobile devices such as phones and iPads. Trained new incoming employees on the Help Desk protocols. Entered commands and observed system functioning to verify correct operations and detected errors. Provided telephone support with installation, troubleshooting, and PBX support.
Education/Certifications
High School-Paul Laurence Dunbar, Washington, DC (Diploma)
Cisco ICDN1 Interconnecting Network Devices, 2011
Avaya Basic Administration Training, 2012
Cisco ICOMM v8 Training, 2014
ITIL v3 Training 2014
Certifications include:
oComptia A+
oComptia Network+
oITILv3 Certification
References
Shawn Goberdhan
AHEAD INC
Compliance Manager
*****.*********@*****.***
Geza Istvan
National Geographic Society
Operations Manager
*******@***.***
David Stillwell
Advanced IT Solutions
Owner/President
*****@******.***
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