Tier 2 Business Analyst

Cedrick Hentley

Fort Worth, TX ***********@*******.*** 819-***-**** LinkedIn: linkedin.com/in/cedrickhentley

Professional Summary

Results-driven IT Systems & Network Administrator Technical Project Consultant Business Analyst with 15+ years of experience delivering Tier 2–3 support, cloud administration, and enterprise infrastructure management. Trusted point of contact for network, VOIP, and infrastructure issues, with proven success in ITIL-driven environments. Skilled in requirement gathering, project management, and leading cross-functional teams. Recognized for optimizing system performance, ensuring SLA compliance, and delivering measurable results across diverse environments including enterprise, education, logistics, and government.

Core Competencies

• Systems & Servers: Windows 2019/2022, Ubuntu/Linux, VMware, Hyper-V, RAID, SCCM, Backup/Restore

• Networking & Security: LAN/WAN, TCP/IP, DNS, DHCP, Firewalls, VPN/SSL, ITIL Fundamentals, SLA Adherence

• Cloud & Collaboration: Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), Azure, AWS, Virtual Machines

• Unified Comms & Printing: VOIP/Unified Communications, Teams Voice, Cisco UC, Print Servers, Enterprise Print Solutions

• Support & Service: Tier 2–3 Escalation, End-to-End User Support, Onboarding/Offboarding, ServiceNow, Remedy

• Business Analysis & PM: Requirements Gathering, Process Improvement, Stakeholder Engagement, Risk/Scope Mgmt.

• Reporting & Automation: SQL Databases, Power BI, Amazon QuickSight, PowerShell Scripting, Documentation

Professional Experience

FST Logistics – Senior Technical Support & Consultant

Fort Worth, TX Jun 2025 – Present

• Serve as the primary POC for network, VOIP, and infrastructure issues, coordinating across vendors, staff, and leadership.

• Provide Tier 2–3 support for servers, cloud environments, and enterprise users while maintaining SLA and ITIL compliance.

• Lead infrastructure projects including VOIP deployments, hardware refreshes, cloud migrations, and print solutions.

• Perform requirement gathering and business analysis to align IT strategy with logistics operations.

• Develop SQL-based reports and Power BI dashboards to support executive decision-making.

• Manage onboarding/offboarding processes, permissions, and account provisioning.

• Mentor IT staff and assist leadership in IT strategy, disaster recovery, and process improvements.

Executive Internal IT Support Analyst / Senior Solutions Engineer

Hybrid Apr 2023 – May 2025

• Acted as POC for escalated network, VOIP, and print issues while delivering Tier 2–3 support for enterprise users.

• Administered Microsoft 365, Azure, Windows/Linux servers, and VPN solutions.

• Collaborated with vendors to manage escalations and support security projects including patching and system hardening.

• Directed onboarding/offboarding, access provisioning, and ITIL-based incident management using ServiceNow.

• Led integration and upgrade projects, gathering requirements and presenting IT solutions to stakeholders.

• Created documentation, SOPs, and mentored junior engineers.

IT Network Manager / IT Support Tier 2–3 (Escalation)

University of Maryland, Division of IT Remote/Hybrid Mar 2022 – Jan 2023

• Served as campus-wide POC for network, VOIP, and infrastructure escalations.

• Provided Tier 2–3 support for servers, networking, cloud, and enterprise print systems.

• Directed AV/IT network projects, collaborating with vendors and stakeholders to meet project goals.

• Developed IT documentation, SOPs, and policies to strengthen compliance and knowledge sharing.

• Performed requirement gathering for smart building IT upgrades and system analysis.

Networking Engineer / Lead Remote & On-Site Technician

Telmon / Alamon / ETS Mar 2021 – Jan 2022

• Acted as on-site POC for clients during network and VOIP deployments.

• Delivered Tier 2–3 troubleshooting for network hardware, VOIP, and enterprise print devices.

• Coordinated with cross-functional teams, subcontractors, and stakeholders for infrastructure rollouts.

• Maintained ticketing workflows to ensure SLA adherence and minimize downtime.

Network Build Engineer (Contract)

Amazon AWS Herndon, VA Jun 2020 – Jan 2021

• Served as POC for network and VOIP escalations during infrastructure builds.

• Facilitated hardware refreshes, migrations, and deployments including print/scanning solutions.

• Supported global teams to maintain SLA adherence and deliver cloud-ready infrastructure.

• Tracked incidents and compliance reporting using ServiceNow and Remedy.

Cisco Collaboration Architecture Engineer

Telespace LLC Remote May 2019 – Jan 2020

• Provided Tier 3 VOIP and Unified Communications support including Cisco UC and Teams Voice.

• Managed vendor escalations and resolved advanced VOIP, print, and network issues.

• Designed and deployed collaboration solutions across multiple global sites.

• Produced technical documentation and trained staff on system administration.

Project Manager / Network Engineer (CCTV, Storage, Access Control)

Bond Communications, DoD Contract Doha, Qatar Nov 2018 – Feb 2019

• Served as client-facing POC for VOIP, security, and IT infrastructure projects.

• Directed subcontractors, managed project risks, and tracked progress for timely delivery.

• Conducted requirement gathering and created project documentation including charters and risk logs.

Tier 1–2 Computer Network Support Specialist

ITT Exelis/Agile, US Army Contract Afghanistan/Qatar Mar 2013 – Sep 2017

• Acted as POC for military network, VOIP, and print issues across international sites.

• Delivered Tier 2–3 support for Active Directory, DNS, DHCP, Exchange, and VMware environments.

• Performed backups, restores, and user lifecycle management.

• Ensured ITIL-driven ticket management and SLA adherence.

Education

BA, Cybersecurity & Computer Information Sciences (In Progress) – Stratford University

Associate Degree, Information Systems – Northern VA Community College

Certifications & Professional Development

• COMPTIA A+ Network+ Security+ Server+ CASP

• ITIL Certified MCSA, MCIP, MCP, MCTS

• Cisco Collaboration & Networking Training

• Oracle Certified Microsoft SharePoint Admin

• PMP Certification Information Assurance Certification

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