Results-Driven Network Operations Leader for Esuite Support

VERNON NIELSON

**** **********, *******, ** ***** 6615 832-***-**** ******.*******.***@*****.*** Summary

Results-driven Network Operations Supervisor with 10+ years of experience managing enterprise networks, satellite communications, and mission-critical systems across healthcare, maritime, and emergency response sectors. Proven record in optimizing uptime (99.9%), leading cross-functional NOC teams, and resolving complex network incidents under pressure. Adept at Cisco environments, service provisioning, documentation, and escalation management. Committed to operational excellence and continuous improvement in dynamic, high-availability infrastructures. Skills

• Cisco Networking (Routers, Switches, Firewalls)

• Network Protocols (BGP, OSPF, VPN, QoS)

• Network Monitoring & Incident Management

• Satellite, LTE & LoS Microwave Systems

• Windows Server & Active Directory

• VMware & Virtual Environments

• Disaster Recovery Planning

• Corporate IT

• Managed services

• Root cause analysis

• Situational awareness

• Telecommunications

• Information technology

• Technical communication

• Analytical decision-making

• Process improvement mindset

• Time-sensitive problem solving

• Cross-Functional Collaboration

• Crisis response and prioritization

• Preventive maintenance procedures

• Incident response and fault isolation

• Hardware and software configuration

• Network security and access control

• NOC Team Leadership & Supervision

• Analytical & Problem-Solving Skills

• Clear Technical Communication

• High-Pressure Decision Making

• Staff Training & Mentorship

• Customer Service & SLA Compliance

• Adaptability & Continuous Improvement

• Vendor and equipment coordination

• Accountability and task ownership

• Team coordination under pressure

• Emergency communication systems

• Network security and access control

• Vendor and equipment coordination

• Technical documentation and reporting

• Preventive maintenance procedures

• Data backup and recovery management

• Technical documentation and reporting

• Adaptability in high-stress environments

• Network monitoring and troubleshooting

• Incident response and fault isolation management

• Service-level compliance (SLA management)

• System administration (Windows / Linux

environments)

Experience

Marlink 10/2023 to 09/2025

NOC Night Supervisor Houston, TX

Supervised night network operations, ensuring system uptime, swift incident resolution, and seamless technical coordination across all infrastructure.

• Supervise and coordinate 24/7 network operations, ensuring 99.98% uptime across global maritime platforms.

• Lead an 8-member NOC team, overseeing escalation handling, task delegation, and training programs that improved response efficiency by 25%.

• Coordinated incident response teams to isolate faults quickly, reducing downtime, and escalation frequency.

• Act as Subject Matter Expert (SME) for vessel network moves and installations, collaborating with engineering teams to support 600+ global deployments.

• Partner with Project and Customer Engineering teams to design, test, and commission end-to-end network services, reducing implementation time by 30%.

• Develop and maintain detailed network documentation, configurations, and service records to enhance audit compliance and knowledge sharing.

ITC Global 10/2020 to 10/2023

Tier II NOC Technician Houston, TX

Provided advanced network support by diagnosing and resolving complex infrastructure issues, ensuring stable performance, minimal downtime, and seamless service continuity across all monitored systems.

• Monitored and maintained over 600 remote satellite links supporting offshore and land-based networks.

• Diagnosed and resolved Tier II network issues across Cisco, Fortigate,Newtec and iDirect environments, achieving 95% first-contact resolution.

• Collaborated with global support teams to improve incident workflows, reducing MTTR (Mean Time to Resolution) by 20%.

• Implemented network performance metrics and trend analysis to proactively identify degradations, preventing service disruptions.

• Assisted in customer escalations and network reconfiguration for critical clients, ensuring SLA compliance and minimal downtime.

Southeast Texas Regional Advisory Council 09/2014 to 02/2020 IT Coordinator Houston, TX

Coordinated cross-departmental IT functions to align technology performance with business needs, optimizing infrastructure reliability, security posture, and end-user productivity through proactive system oversight

• Managed voice, radio, cellular, and satellite systems supporting emergency response units across 25 counties.

• Delivered technical support and system coordination during natural disasters and high-impact events, maintaining operational readiness.

• Directed Windows 10 migration project for 200+ users, improving endpoint security and standardization.

• Authored system manuals and implemented IT training programs, boosting user efficiency and reducing support tickets by 15%.

• Created and updated network topology and asset documentation to support disaster recovery planning.

• Directed daily IT operations to maintain system functionality and uninterrupted business performance.

• Installed and configured hardware and software to support evolving departmental requirements.

• Monitored network activity, identifying and resolving connectivity issues to ensure consistent system availability.

• Managed user access rights and permissions to uphold security and compliance standards.

• Coordinated vendor support to expedite technical issue resolution, and maintain service quality. Ascent Business Solutions 09/2013 to 09/2014

Technical Advisor Houston, TX

Provided expert technical guidance to optimize system performance and resolve complex operational challenges, bridging technical execution with strategic business objectives to enhance efficiency and reliability.

• Supported and maintained client infrastructure including Windows Server, Active Directory, SQL, and VMware.

• Oversaw Office 365 migration for small-to-mid enterprises, improving collaboration and system reliability.

• Conducted QA testing and troubleshooting of Back Office Service Solutions software, reducing customer issues by 20%.

• Managed daily backup schedules and disaster recovery procedures, achieving 100% data integrity during audits.

• Collaborated with developers to optimize SQL queries and system performance for hosted applications. Core Competencies

• Cisco networking: configuration and management of routers, switches, ASA firewalls, and wireless controllers/access points (WLC/APs)

• Network protocols: skilled in BGP, OSPF, RIP, EIGRP, VPN, and QoS implementation

• Satellite and wireless technologies: Hands-on experience with Newtech, iDirect, CradlePoint, OneWeb, LTE, and line-of-sight (LoS) microwave systems

• Unified communications: deployment and maintenance of telephony and communication systems

• Systems administration: proficient with Windows Server (2003–2010), Active Directory, and Group Policy management

• Database and virtualization: SQL Server administration, virtual machine environments, and Office 365 integration

• Network documentation: strong focus on commissioning, documentation, and configuration control

• Incident and crisis management: expertise in remote troubleshooting and maintaining operational continuity under pressure

• Productivity tools: Advanced use of the MS Office Suite (Excel, Word, Visio)

• Additional skills: familiarity with Riverbed Steelhead, SD-WAN solutions, and CCNA-level networking principles (actively maintained)

Volunteer Experience

Cy-Fair Fire Department 10/2016 to Current

Volunteer Firefighter Houston, TX

Supported emergency operations by responding to fire, rescue, and medical incidents, ensuring community safety through quick action, teamwork, and effective hazard control

• Respond to fire, rescue, and medical emergencies, ensuring rapid and coordinated action during crises.

• Conduct fire safety outreach programs that reached 3,000+ community members annually.

• Operate and maintain specialized emergency equipment under high-stress conditions.

• Promote team readiness through continuous training and simulation drills.

• Recognized for leadership and adherence to safety protocols in community operations.

• Responded to fire and rescue emergencies, ensuring rapid containment and public safety

• Operated firefighting equipment effectively to control hazards and protect property

• Assisted in medical emergencies, delivering essential first aid until advanced care arrived

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