Network Technician Customer Service

JOSEPH MILLER

NETWORK OPERATIONS TECHNICIAN

*********@*******.***

ATLANTA, GA

PROFESSIONAL SUMMARY

Experienced and detail-oriented Network Technician with 15+ years in Cisco voice/data environments and high-pressure NOC support. Proficient in Cisco CLI, ticketing systems, and infrastructure monitoring. Bilingual in English and Italian, with strong customer service and troubleshooting skills. CCNA certified, pursuing Security+ (SYO-601). Quickly adaptable and effective in multi-vendor setups including Palo Alto and Juniper.

SKILLS & ABILITIES

Networking: Cisco CLI, Juniper routers/switches, Palo Alto firewalls, VoIP, WAN/LAN Monitoring Tools: Remedy, Network Monitoring Systems (SolarWinds, Nagios, etc.) Protocols & Services: TCP/IP, DNS, DHCP, MPLS, BGP, OSPF Tools: Remedy Ticketing System, SharePoint, Windows OS, MS Office Certifications: CCNA (Active), JNCIA, Currently pursuing Security+ (SYO-601) Soft Skills: Customer-focused, analytical thinker, team player, effective communicator EXPERIENCE

2019-2025 Network Technician Atlanta, GA (Remote)

Contract position

• Monitored network performance and troubleshot latency or connectivity issues.

• Configured and supported routers, switches, firewalls, and VPNs (Cisco, Juniper, etc.).

• Managed IP addressing, DNS, DHCP, and VLAN configurations

• Collaborated with cross-functional teams on system integration and upgrades

• Provided technical support and root-cause analysis for escalated network issues. Documented network changes, procedures, and configurations. 2007-2019 Data/Network Technician Tallahassee, FL

CenturyLink MFN NOC

• Provided 24/7 NOC support for MyFloridaNet customers including proactive monitoring, troubleshooting, and escalation of critical network issues.

• Used Cisco CLI for basic to mid-level diagnostics and configurations.

• Handled voice, video, and data circuit installations, turn-ups, and post-service maintenance.

• Coordinated with vendors such as AT&T, Verizon, and government IT agencies.

• Documented incidents and customer communications in Remedy, ensuring accurate ticket classification and closure.

2000-2007 Data Technician / Network Operations Tech II Tampa/Tallahassee, FL

• Responsible for the testing, installation, and ongoing support of DS1, DS3, OC circuits, and IMMA services.

• Provided onsite technical support for Division of Management Services (DMS) and ensured high customer satisfaction.

• Utilized network tools and system logs to detect, analyze, and resolve network alarms. 1995- Retired U.S Army Communications Supervisor

• Managed satellite, microwave, and INMARSAT communications systems.

• Supervised 50+ soldiers, conducted performance training, and supported international intelligence missions.

EDUCATION & CERTIFICATIONS

August 2002 Network Infrastructure Certification

Tallahassee Community College

June 2019 JNCIA Certification

CenturyLink

August 2024 CCNA

Cisco

April 2025 Security+ SYO-601 (in progress)

Center of Technology Training / New Horizon

REFERENCES

Available upon request

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