Network Engineer / Systems Analyst Candidate

DOUG MENA

Frederick, MD ***** Email: *************@*****.*** Phone: 301-***-****

PROFESSIONAL SUMMARY

Information Technology Professional with 10+ years of experience in network support, system administration, and IT troubleshooting across enterprise and MSP-style environments. Skilled in managing LAN/WAN environments, user accounts, and network security policies. Experienced with Python, SQL, and Oracle; currently expanding expertise in machine learning and cybersecurity. Strong knowledge of ITIL processes including Incident, Problem, Change, and Service Request Management. Seeking to contribute to a growth-oriented organization as a Network Engineer or Systems Analyst. TECHNICAL SKILLS

• Networking: TCP/IP, DHCP, DNS, VPN, Routing & Switching, Network Monitoring

• Security: Access Control, Security Policies, ITIL Processes, ServiceNow Ticketing, System Backups

• Systems: Windows Server 2012/2016, Linux, UNIX, Citrix, Oracle

• Programming & Databases: Python, PL/SQL, SQL, Visual Basic, JavaScript, HTML/XHTML

• Tools: Wireshark, ServiceNow, Autotask, ArcServe, Exchange Server

• Cloud/Mobile: Citrix Cloud, Mobile Device Management (iOS, Android, Blackberry) PROFESSIONAL EXPERIENCE

Customer Service / IT Support – CDR Investment, Leesburg, VA (Oct 2016 – Present)

• Provide Tier 2 technical support for LAN/WAN connectivity and system performance.

• Troubleshoot and resolve network problems, perform system backups, and schedule upgrades.

• Support user accounts in Exchange Server and manage Active Sync for mobile devices.

• Apply ITIL best practices in Incident, Problem, and Change Management to ensure reliable IT service delivery.

• Deliver outstanding customer service while ensuring reliable system availability. Server Administrator – Ideal Academy Public Charter School, Washington, DC (May 2013 – Apr 2015)

• Monitored and optimized network performance, resolving outages and coordinating upgrades.

• Secured systems by defining access policies and monitoring user activity.

• Managed ServiceNow tickets for IT incidents and service requests aligned with ITIL processes.

• Trained staff and students on the use of enterprise applications and learning platforms. IT Analyst I – Desktop Support – HOC of Frederick, Frederick, MD (Mar 2012 – Apr 2013)

• Provided desktop, network, and Internet support for end users.

• Created and managed user accounts in Exchange Server; performed system backups with ArcServe.

• Supported workstation domain setup and troubleshooting. IT Analyst II – Desktop Support – Castoworks, LLC, Frederick, MD (Jan 2002 – Feb 2012)

• Monitored and supported voice, video, and data network services.

• Collaborated with vendors to ensure compliance and resolve technical issues.

• Trained more than 30 staff members on vendor and IT processes. EDUCATION & TRAINING

M.S. Information Systems (Database Management Systems) – Strayer University, Rockville, MD GPA: 4.9 2006–2011

CERTIFICATIONS

• CompTIA A+

• Security+ (In Progress)

• Cisco CCNA (In Progress)

PROJECTS / ADDITIONAL LEARNING

• Built machine learning models using Python for small projects in classification and data analysis.

• Developed SQL/PL-SQL scripts to manage Oracle databases.

• Currently studying Neural Networks and applied AI for IT operations.

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