Information Technology Specialist (worn many hats)

Joann Guerrero

Waco, TX **********@*****.*** 254-***-****

Professional Summary

Experienced and motivated IT Network Engineer years of expertise spanning network administration, systems engineering, cloud computing, and data center operations. Skilled in maintaining and optimizing enterprise networks, servers, and security systems to ensure high availability and performance.

Adept at leading cross-functional projects, mentoring junior staff, and driving continuous improvement across IT environments. Trusted with security clearance and known as the go-to engineer in high-demand environments. Recognized for blending technical expertise with strategic planning, project leadership, and outstanding customer service.

Core Skills

•Networking: LAN/WAN/SAN, TCP/IP, DHCP, DNS, VPN, VLANs, Network Monitoring & Troubleshooting

•Systems & Virtualization: Windows Server (2003-2019), Active Directory, VMware vSphere/ESXi, Hyper-V

•Security: Firewalls (Cisco, Palo Alto, Fortinet), VPN, DUO, Security Audits, NOC Operations, Endpoint Protection

•Cloud & SaaS: Microsoft 365, Google Workspace, Azure Hosting, IaaS, SaaS, Cloud Backup Solutions

•Tools & Platforms: ServiceNow (Expert), Jira, ConnectWise, Lansweeper, Foreman, Chef, WHMCS, cPanel, Plesk

•Hardware: Dell/Lenovo Servers, Cisco Routers/Switches, Fiber Optics, AC/DC Power Systems, VOIP Systems

•Additional Skills: Project Management, Strategic Planning, Backup/Recovery, Inventory Control, RMA Processing

•Collaboration Tools: Zoom, Teams, Slack, Chime, Web Services, Video Conferencing Systems

Professional Experience

Field Network Engineer Pactiv Evergreen – Texas Dec 2024 – Present (CONTRACTOR)

•Manage all network and PC operations across multiple Texas facilities as the go-to onsite engineer.

•Oversee facility-wide IT inventory control, vendor management, and procurement of equipment.

•Respond to escalated technical issues, reducing downtime and ensuring SLA compliance.

•Manage Active Directory, DNS, DHCP, SMTP, and networking infrastructure.

•Served as sole IT support for three factories, handling tickets via ServiceNow.

•Installed and configured SCCM, ARS, Apache, Power BI, Bartender, Gainseeker, SAP, Zscaler.

•Work independently to manage complex IT tasks while maintaining strong communication with corporate IT teams.

Web Service Network Support II (Remote) New Technology Solutions Mar 2023 – Jun 2024

•“Remote” WFH Call-center customer support 24/7

•Supported hosting clients with DNS, IIS, Linux, Apache, Microsoft 365, and mail services.

•Configured domains, SSL certificates, and web server environments including ColdFusion and PHP.

•Troubleshot complex email issues using Smarter Mail and resolved abuse/security tickets.

•Collaborated across teams to resolve escalations and ensured SLA compliance for hosted clients.

IT Network Engineer I (L4) Amazon – Waco, TX Jun 2022 – Mar 2023

•Managed IT infrastructure and mission-critical network systems in a fast-paced environment.

•Served as Project Manager for department initiatives while mentoring junior engineers.

•Conducted proactive root-cause analysis and documented solutions for recurring issues.

•Installed, configured, and supported Juniper, Cisco, and Dell systems as well as barcoding/scanning infrastructure.

Operations Systems Engineer – Data Center NOC Match.com – Waco, TX Jul 2016 – Mar 2022

•Built and maintained company data center including hardware (Dell, Cisco, Palo Alto, Lenovo).

•Worked with multiple companies for their server needs, order, and equipment I managed in DC.

•Monitored MPLS and OSPF routing protocols, firewall configurations, and datacenter operations.

•Maintained ITSM and ticket systems (ServiceNow, Jira, Zendesk) to ensure timely resolution of incidents.

•Implemented backups, patching, system updates, and maintained uptime SLAs of 99.9%.

•Collaborated with engineering teams on WAN/LAN design, fiber installations, and migration projects.

Earlier Roles (1999 – 2016):

Systems Analyst – INTEG

IT/PC Technician – F2Onsite (Dell Clients)

Store Manager – T-Mobile

Territory Manager – Grande Communications

Residential Sales Consultant – Time Warner Cable,

District Manager, Trainer, Recruiter – Lady Foot Locker.

Education

Associate of Science – Network System Administration ITT Technical Institute – Waco, TX (Valedictorian, GPA 3.98)

Additional Coursework: Cybersecurity (Tarleton State University), Network & Systems Admin (McLennan Community College)

High School Diploma – Corsicana High School, Corsicana, TX

Certifications

•Cisco Certified

•Dell Certified

•Lenovo Certified

•Lexmark Certified

•Sony Certified

•Windows Certifications

•Dell Foundation Certification (2013 – Desktops/Portables/Printers)

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