Technical Support Engineert

Benjamin W. Chege

Baltimore, MD 443-***-**** **********@*****.*** linkedin.com/in/benjamin-chege-1a7146203

Professional Certifications

●Cisco Certified Network Associate (CCNA)

●Cisco Certified Network Professional (CCNP) Enterprise Core

●VMware Certified Professional (VCP)

●VMware Certified Network Virtualization

Professional Summary

Resourceful and detail-oriented IT professional with over 6 years of experience optimizing, configuring, and maintaining complex enterprise network infrastructure. Proven track record in network administration, routing, switching, and wireless environments across multi-vendor landscapes, with deep expertise in Cisco IOS and Meraki Cloud solutions. Adept at hands-on hardware deployments, network performance monitoring, and utilizing Wireshark for deep packet analysis to achieve 99.9% system uptime. Strong background integrating network administration with identity management (Active Directory/Entra ID) Citrix VDI environment, high-availability connectivity.

Core Competencies

●Network Infrastructure: Cisco Routers & Switches, Cisco IOS, Enterprise Access Points, Hardware Lifecycle Management, Equipment Racking & Stacking, Structured Cable Management.

●Routing & Protocols: TCP/IP (IPv4), VLANs, VRFs, Trunking, LACP, EtherChannel, OSPF, EIGRP, BGP, DNS, DHCP.

●Wireless & Cloud Administration: Cisco Meraki Cloud Environment Management, WLAN Configuration, Network Virtualization (VMware vSphere).

●Systems & Identity Management: Windows Server Administration, Active Directory, Microsoft Entra ID, Microsoft 365, Exchange Server, Citrix DaaS, VDI Support, MDM (Mobile Device Management).

●Monitoring & Operations: Wireshark Packet Analysis, Network Performance Monitoring, Incident Resolution, SLA Management, Visio Network Documentation & Schematics.

Professional Experience

Kelly Benefits Baltimore, MD

Technical Support Engineer II November 2022 – Present

●Collaborate closely with Network and Security Engineers to install, configure, maintain, and upgrade enterprise data and wireless network infrastructure, maximizing throughput and system uptime.

●Administer and maintain the Cisco Meraki cloud environment, monitoring network health and managing configuration upgrades for wireless access points.

●Perform network troubleshooting and tier-escalation activities utilizing Cisco technologies, partnering with security teams to maintain Cisco ISE policies and resolve secure VPN connectivity issues.

●Deliver continuous monitoring and technical support for local area networks (LAN/WLAN), rapidly isolating and resolving Layer 1, Layer 2, and Layer 3 Ethernet connectivity bugs.

●Manage Windows Server Active Directory and Microsoft Entra ID environments to support identity management, user onboarding/offboarding, and group policy enforcement.

●Oversee systems administration tasks across Microsoft 365, Exchange Server, Citrix DaaS, and VDI infrastructure to support a seamless multi-platform user environment.

●Resolve complex user incidents and technical support tickets within established SLAs, carefully documenting resolution steps and lifecycle metrics.

Ultimate Technics Nairobi, Kenya

Network Administrator II September 2007 – August 2021

●Served as a Tier 2 Network Support Engineer managing multi-location client infrastructures, ensuring 99.9% network availability and adherence to strict operational SLAs.

●Provisioned, configured, and integrated out-of-the-box Cisco routers and switches into existing enterprise infrastructure environments.

●Configured and engineered resilient Layer 2 and Layer 3 solutions, including complex VLAN segmentations, trunking, EtherChannel (LACP/PAgP), and core IP routing protocols (OSPF, EIGRP, BGP).

●Utilized Wireshark for deep packet capture and diagnostic analysis to rapidly isolate and resolve network outages, performance degradation, and routing connectivity issues.

●Engineered, deployed, and managed structured network cabling from the ground up for new commercial facilities, executing meticulous racking, stacking, patch panel configuration, and hardware integration.

●Maintained up-to-date network diagrams, technical logs, and asset inventories to ensure accurate configuration management and disaster recovery alignment.

Lancom Technologies Nairobi, Kenya

Junior Network Technician March 2003 – September 2006

●Supported senior network engineers with hardware installations, routing configurations, and physical equipment deployment activities during cross-functional infrastructure upgrade projects.

●Developed rigorous troubleshooting and diagnostic methodologies to isolate and resolve basic Ethernet connectivity issues, hardware configuration faults, and port errors.

●Assisted with regular network maintenance, cabling adjustments, and client-side hardware setups to maintain optimal performance.

Education

●Industrial Training College Electronics, Computer Repair, and Networking

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