Technical Support Analyst Networking & Security Expert

KINGSLEY OSAKPAMWAN EGBON

***** ****** ******* *********, ********, TX 77354.

Cell: 301-***-****

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

PROFESSIONAL SUMMARY:

Dedicated Technical Support Analyst with over three years of experience at Hensley Baker Inc., specializing in network architecture, security enhancements, and troubleshooting. Adept at managing network infrastructure, optimizing system performance, and ensuring seamless connectivity across multiple sites.

TECHNICAL AND SOFT SKILLS:

Networking: TCP/IP, DNS, DHCP, VLAN, VPN, Firewall Management

Tools: Meraki Dashboard, Sevone, ECM, Microsoft 365, Active Directory

Security: IDS, EDR, XDR, Firewall Configuration

Remote Support: TeamViewer, Remote PC, Ultra Viewer

Strong Troubleshooting & Analytical Skills

Excellent Communication & Team Collaboration

Proactive Problem Solving

Time Management & Prioritization

WORK EXPERIENCE:

FIELD NATION, LLC./ Independent Technician Contractor February 2025 – Till date

Request contracted IT jobs on field nation platform to execute such as:

Network and cable running, configuring, installing and deinstalling of PC, POS register, IT/Network devices, digital kiosk etc.

General Run through survey (Pre and Post- installation)

HENSLEY BAKER INC./ Technical Support Analyst (Remote). July 2021–November 2024

Led network segmentation projects and VLAN removal to improve security and efficiency.

Designed and implemented scalable network architectures while managing network technicians to complete tasks per established runbooks.

Monitored server performance and internet circuit uptime/downtime, generating emergency alerts using Sevone for rapid incident response.

Coordinated with field technicians for the installation, configuration, and troubleshooting of Wireless Access Points (WAPs) to ensure seamless connectivity.

Performed firmware updates and upgrades to maintain network security and device functionality.

Administered and optimized the ECM platform for performance, reliability, and security.

Worked with Meraki Support for advanced troubleshooting, restoring devices to the network, and processing RMAs as needed.

Configured and maintained Site-to-Site VPNs, including hub-and-spoke architectures and tunneling, to secure multi-site connectivity.

Implemented and maintained VPN solutions, enabling secure remote work capabilities for employees.

Configured and managed workflows, user roles, permissions, and integrations to align with business operations.

Strengthened data security through the deployment of firewalls, antivirus, IDS, EDR, and XDR solutions.

Improved network connectivity by deploying high-performance routers, switches, and access points.

TTEC / IT System Network Administrator (Remote). May 2021–July 2021

Server Maintenance and User Management: Managed servers and user accounts, configuring file and print permissions for internal and remote users, ensuring efficient and secure access.

Equipment Installation and Configuration: Installed and configured computer equipment, maintaining optimal functionality and user productivity.

Network Troubleshooting and Repair: Provided troubleshooting for moderate network issues, delivering timely solutions to enhance system stability and connectivity.

Operational Improvements: Recommended changes in operating procedures, hardware standards, and software standards to align with technological advancements and evolving business needs.

System Performance Evaluation: Evaluated the interface between users, hardware, and software, addressing performance requirements for effective desktop system operations.

Daily System Maintenance: Conducted daily reviews of system logs and antivirus server logs, ensuring proactive monitoring and resolution of potential issues.

Data Backup Management: Performed daily backups, safeguarding critical data and ensuring recoverability in case of unexpected disruptions.

LAN/WAN Environment Monitoring: Monitored the operational status of the LAN/WAN environment, generating reports as needed to support network performance optimization.

Vendor Interaction: Collaborated with vendors for the acquisition, configuration, and maintenance of computer hardware and software.

Desktop Support and Troubleshooting: Provided comprehensive desktop support, including workstation setup, preparation, and troubleshooting to address user issues efficiently.

Hardware/Software Acquisition Recommendations: Assessed and recommended new hardware and software acquisitions based on emerging requirements and technology trends.

ARGUS IT SERVICES. / IT Support Analyst. April 2020–March 2021

Delivered high-quality network and systems support to clients, ensuring optimal performance and uptime.

Administered Microsoft 365, including user account management, security configurations, and productivity tool optimization.

Configured and maintained computer systems, Active Directory, group policies, and security/distribution groups.

Troubleshot and resolved complex network issues involving enterprise switches, Windows servers, and firewalls.

Designed and implemented LAN/WAN architectures, ensuring seamless connectivity and performance across client environments.

Monitored and maintained network protocols (TCP/IP, DNS) and configurations (VLAN, QoS, LAG).

Documented technical procedures and solutions, contributing to a centralized knowledge base for client environments.

Provided on-site technical support five days a week, establishing trust and rapport with clients through excellent communication and a service-oriented attitude.

Collaborated with clients to develop disaster recovery and backup strategies, minimizing downtime and data loss risk

EDUCATION / CERTIFICATION:

University of Benin B.Sc Computer Science

March 2002 – October 2008.

Certified Ethical Hacker (CEH). IBM: Cybersecurity Fundamentals.

CCNA: Routing and Switches IBM: Create and Implement Security Controls CCNA: Introduction to Cyber security Network Security Associate 1, 2 & 3

Oracle Cloud Infrastructure (OCI) Foundation AWS CCP Microsoft Certified: Security, Compliance & Identity Fundamentals.

PROFESSIONAL DEVELOPMENT:

Continuous training in network security, system analysis, and emerging networking technologies.

REFERENCE

Available upon Request.

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