Network Engineer
Resume:
Arthur Nay Sandy, Utah *****
**********@*****.***
Professional Summary:
•Well-versed I.T. professional highly proficient in deployment, configuration, and troubleshooting various vendors in all types of environments; scenarios from basic inquiries to infrastructure implementation. From years of experience providing high-quality support for Palo Alto Networks Next-Generation Firewall Appliances to end-users. Along with mentoring colleagues on advanced troubleshooting and log analysis. I received the "2014 Palo Alto Networks North American TAC MVP"; also promoted to Tier 2 Technical Escalations Engineer. With proven high aptitude, selected to and successfully secured an enterprise support partnership contract between Aruba Networks and Cybernet Slash Support. Worked with senior engineers and executives in designing and configuring ground-up new I.T. infrastructure and revamped infrastructure due to corporate acquisition changes.
Skills:
•High Aptitude in I.T. allowing for simplification in meticulous detailed analysis, troubleshooting, and resolving complex issues.
•Effective leadership from well developed interpersonal skills.
•Proficient in traffic analysis using Wireshark, tcpdump, and vendor proprietary logging utilities such as Palo Alto packet-diag and global counters.
•Skilled in parsing aggregated Palo Alto logs for hardware/software root cause analysis.
•Create, transition, and troubleshoot Palo Alto Networks URL filtering, False Positive/False negative malware triggers, security policies, User-ID, Windows server integration, Wildfire, Autofocus, High-Availability Active/Active & Active/Passive.
•Vendor interoperability between Palo Alto, Cisco, Checkpoint, Sonicwall, Juniper, and Fortinet. Including Ipsec VPN and dynamic routing.
•Experience in migrating to Palo Alto Networks.
•Configure and troubleshoot Panorama, Panorama templates.
•Advise on and assist in implementing firewall best practices, feature optimization, and monitoring.
•Protocols: TCP/IP, SSL, SD-WAN, SIP, RTP, RTCP R/MSTP, HSRP, VRRP, VLAN, SD- WAN, IPsec.
•Palo Alto Networks, Juniper, Cisco, Check Point, Sophos, Fortigate, F5, Ubiquiti, Sonicwall, Dell, and HP.
•Operating systems: Windows 10, Windows Server 2016, and Windows Server 2019. Debian and Red Hat Linux.
Technical Experience:
NPCE, Technical Support Specialist: 1/23-3/23
•Audit firewall configurations
•Setup new user accounts on google workspace and Domain Controller
•Reset user passwords
•Troubleshoot various issues within the network including. slow wireless connectivity, VPN access, permissions issues, VoIP quality, and printer/copier access
Rose International, HelpDesk: 10/2021- 06/22
•Review and assign phone,email and tickets to correct technical teams.
•Insure timely correspondence between technical teams and customers.
•Report incidents triggered by system monitoring to proper technical teams for remediation.
Apple One, System Engineer: 11/2018-11/2018
•Designed, configured, deployed, and tested ground up I.T. infrastructure build. Requiring new asset purchases to migrate all network traffic, servers, users, and policies to a new data closet. Setup Fortigate with SD-WAN to utilize dual ISPs for redundancy and load balancing/ Utilized firewall,IDS,IPS, and web filtering capabilities. Setup full and split tunnels Ipsec tunnels. Performed wireless heat-mapping for optimal coverage with Ubiquiti access points controlled by Ubiquiti switch, Unify USG as edge IPS/IDS for wireless clients, and Unify cloud Key. Assisted in configuration and deploying VoIP, Vmware vsphere configuration, Windows server 2016, and Ubuntu server.
Prince Pearlson, Outbound Technical Sales/Help Desk: 07/2018-10/2018
•New satellite call center, specifically geared towards the sales team. Worked with headquarters in purchasing desktops, laptops, phones, ISP, and networking equipment. Setup Juniper firewall with a zero-trust approach, with full Ipsec tunnel to headquarters. Integrated desktops/laptops with HQ Windows Active Directory. Assisted with onsite troubleshooting VoIP, user inquiries, and being “smart hands” for various other tasks. Setup location physical security and monitoring. Outbound sales to webmasters that have expired or expiring HTTPS security certificates.
Cybernet Slash Support, Palo Alto Networks Support Escalation Engineer Tier 2 Technical Support Engineer: 08/2012-11/2016
•Provided enterprise support for Palo Alto Networks Next Generation Firewall.
•Enforced Utah TAC case SLA by monitoring team backlog for problematic or tickets that were close to violating SLA. Mentored engineers on next troubleshooting steps, directed how to research internal resources, assisted in root cause analysis through log and packet capture analysis.
•Took ownership of complex issues, irate, or high profile clients.
•Attended weekly mult-TAC meetings with Palo Alto management and Tier 3 teams to discuss lengthy, reoccurring or emerging issues.
• Managed Tier 2 escalation queue. Ensuring thorough and exhaustive troubleshooting, and research was done, adherence to company policies, and notes were properly formatted.
•Conducted training on Wireshark industry certification, advanced analysis and troubleshooting techniques using of Palo Alto proprietary utilities such as Global Counters and packet-diag, new products and features from Palo Alto updates.
Cybernet Slash Support, Netgear Prosafe SMB Support Escalation Engineer Tier 2 Technical Support Engineer: 01/2008-08/2012
•Provide Support for Netgear SMB firewalls, UTM/STM security, switches, routers, wireless access points, and Network Attached Storage.
•Enforced Utah TAC case SLA by monitoring team backlog for problematic or tickets that were close to violating SLA. Mentored engineers on next troubleshooting steps, directed how to research internal resources, assisted in root cause analysis through log and packet capture analysis.
•Received data recovery analysis cases from Tier 2. Determined if data recovery was possible based off of series of events, RAID type, and Linux disk management, diagnostic, and forensic utilities.
•Managed and maintained local lab environment.
•Took ownership of complex tickets and irate customers.
•Provide irrefutable detailed technical analysis.
•Trained new and existing employees on industry specific troubleshooting.
Teleperformance, Dell XPS Tier 2 Product Support Technician: 07/2007-01/2008
•Support Dell XPS high performance Desktops, Laptops, and All in one systems.
•Conduct remote troubleshooting efforts on Windows, system performance, and hardware errors.
•Provide best use practices and how to perform basic computer maintenance.
•When applicable, suggest hardware upgrades.
Teleperformance, Clearwire ISP Tier 1 Technical Support: 02/2007-07/2007
•Inbound technical support for Clearwire wireless ISP.
•Basic internet troubleshooting for end users.
•Explain services and speed, also educate customers on limitations of the wireless technology being utilized.
Non-Technical Experience:
Focus, Retention Agent: 12/2019-03/2020
•Retain existing customer accounts by adjusting features to better fit their needs, answer billing questions, moving service to a new address or canceling if no resolution could be found.
ConnexionPoint, Quality Assurance Agent: 08/2019-12/2019
•Review all application fields for new and returning members. Reiterate plans, hospital, doctor, and prescription drug coverage. Ensured all fields are accurate and spelled correctly. Verbally read legal statements verbatim and receive verbal acknowledgment.
Focus, Retention Agent: 03/2019-08/2019
•Retain existing customer accounts by adjusting features to better fit their needs, answer billing questions, moving service to a new address or canceling if there is no solutions.
Black Turtle, Healthcare.gov Marketplace Customer Service Agent: 08/2017- 03/2018
•Inbound inquires to verify individual, or family eligibility for Healthcare.Gov Market Place health insurance. Following HIPPA compliance, collected all relevant information and reviewed all eligible plans. Answered questions on how Medicare/Medicaid works.
Education:
•SouthPoint HighSchool Diploma 2021
•Palo Alto Networks, Accredited Configuration Engineer(ACE) 2013
•Comptia A+ 2007
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