NOC Engineer & Network Support Specialist

Dennis Sutphin

New Port Richey, FL } 727-***-**** ******************@*****.***

NETWORK OPERATIONS CENTER (NOC) ENGINEER NETWORK SUPPORT SPECIALIST

PROFESSIONAL SUMMARY

Results-driven Network Operations and IT Support professional with extensive experience supporting enterprise environments, NOC operations, and network infrastructure. Proven ability to troubleshoot complex network and system issues, manage high-volume incident queues, and maintain SLA-driven performance. Strong background in SD-WAN deployments, network monitoring, and escalation handling in fast-paced managed services environments.

CERTIFICATIONS

CompTIA Security+

CompTIA A+

Cisco Certified Network Associate (CCNA)

Cisco Certified Network Professional – Collaboration (CCNP Collaboration)

Currently Pursuing:

CompTIA CySA+

Certified Ethical Hacker (CEH)

EDUCATION & TRAINING

My IT Future Institute – Cybersecurity Training Program (In Progress)

Tampa Technical Institute – Associate Degree, Electronic Engineering

St. Petersburg College – Cisco Networking Academy

KEY ACHIEVEMENTS

Supported 24/7 monitoring and uptime for multi-client network environments, maintaining high SLA compliance

Resolved complex Tier 2/3 network incidents, improving response and resolution times in high-volume environments

Contributed to SD-WAN deployments and Cradlepoint implementations across distributed networks

Streamlined escalation processes to improve incident handling efficiency and reduce downtime

Collaborated with engineering and service teams to support network stability and performance

CORE COMPETENCIES

Network Operations Center (NOC) Support

Network Monitoring & Incident Response

Tier 2 / Tier 3 Technical Support

SD-WAN & Network Edge Technologies

Cradlepoint & Out-of-Band (OOB) Management

TCP/IP, DNS, DHCP, VPN

ITSM Tools (ServiceNow & similar platforms)

SLA Management & Escalation Handling

Remote Support & Troubleshooting

Network Infrastructure Support

PROFESSIONAL EXPERIENCE

New Era Technology – Tampa, FL - Network Operations Center (NOC) Engineer – 2011 - 2025

Monitored network infrastructure across multiple client environments, ensuring uptime and SLA adherence

Managed incident queues, prioritizing and resolving critical network and system outages

Performed real-time troubleshooting of connectivity, routing, and performance issues

Escalated complex issues to engineering teams while maintaining ownership through resolution

Utilized monitoring tools (e.g., WhatsUp Gold) to detect and respond to network events

Senior Network Support Analyst (Tier 3) – 2011 - 2018

Provided advanced troubleshooting for network, VoIP, and infrastructure-related issues

Acted as escalation point for Tier 1/2 teams, resolving high-impact incidents

Diagnosed and resolved hardware, software, and network failures across enterprise environments

Documented incidents, root cause analysis, and resolutions within ITSM systems

Network Support / NOC Technician – Earlier Experience

Delivered Tier 1–2 support for end users and network environments

Managed ticket queues and provided remote troubleshooting for technical issues

Supported system access, connectivity issues, and endpoint troubleshooting

Maintained detailed documentation for issue tracking and knowledge base improvements

SD-WAN / Network Deployment Support (Project-Based)

Assisted with remote deployment and configuration of Cradlepoint devices in SD-WAN environments

Supported out-of-band (OOB) connectivity for improved remote network management

Collaborated with engineering teams to ensure proper implementation and configuration standards

Contributed to network modernization and edge connectivity initiatives

TECHNICAL SKILLS

Operating Systems: Windows, Windows Server, Basic Linux

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

Tools: WhatsUp Gold, ServiceNow, ITSM platforms

Technologies: SD-WAN, Cradlepoint, OOB Management

Other: Remote Monitoring & Management, Endpoint Support

Contact this candidate