Tier II Enterprise Support & Cisco UC Escalation

RASHAD BARRETT

ENTERPRISE SUPPORT ENGINEER TIER II / ESCALATION MANAGED SERVICES

Flagler Beach, FL 984-***-**** *************@*****.***

PROFESSIONAL PROFILE

Enterprise IT support engineer with 15+ years of experience progressing from hands-on service desk support and team leadership into Tier II escalation, managed services, and consulting engineering. Experienced restoring service across remote enterprise environments, owning escalated incidents, coordinating with users, carriers, vendors, and engineering teams, and carrying changes from planning through validation. Brings deep Cisco voice/UC experience plus practical Windows endpoint, connectivity, network, and infrastructure troubleshooting. CCNA certified and comfortable in customer-facing, SLA-driven support environments.

CORE COMPETENCIES

• Tier II / Escalation Support

• Managed Services

• Incident & Problem Troubleshooting

• Remote Enterprise Support

• ServiceNow

• Windows Workstations & End-User Support

• Network Connectivity

• Cisco IOS / CLI

• DHCP / TFTP

• SIP / PSTN / Carrier Support

• Cisco CUCM / Unity / CUBE / CER

• Webex Calling / Zoom Phone / Microsoft Teams

• Change & Maintenance Windows

• Vendor / Carrier Coordination

• Runbooks & Technical Documentation

• Cutovers / Migrations

• Visio / Excel

• Customer Communication

PROFESSIONAL EXPERIENCE

Consulting Engineer CDW Corporation 2024–2026

• Supported enterprise customers across healthcare, education, manufacturing, government, and commercial environments, balancing project delivery with time-sensitive production support.

• Owned troubleshooting for complex incidents involving endpoint registration, DHCP Option 150/TFTP, SIP signaling, one-way audio, gateway and carrier connectivity, analog/fax services, and emergency-calling paths.

• Used Cisco IOS/CLI, platform tools, logs, configuration reviews, and structured validation to isolate faults, restore service, and document findings for customers and support teams.

• Planned and supported maintenance windows, production cutovers, infrastructure changes, rollback steps, and post-change validation while coordinating with customers, vendors, carriers, project managers, and internal engineers.

• Created implementation guides, runbooks, validation checklists, Visio diagrams, and handoff documentation that made ongoing support and repeat work easier for operations teams.

• Supported Cisco collaboration infrastructure including CUCM, Unity Connection, CUBE, Expressway, CER, Webex Calling, Zoom Phone, ISR routers, and VG400-series voice gateways.

Tier II Cisco Unified Communications Engineer NWN Corporation 2018–2024

• Served as a Tier II escalation engineer in a managed-services environment, taking ownership of enterprise issues that could not be resolved at the first support level.

• Supported high-availability customer environments and restored service during incidents involving call routing, carrier connectivity, endpoint registration, gateway interoperability, emergency calling, voicemail, and enterprise dial plans.

• Worked directly with remote customers, carriers, internal engineers, and project teams to troubleshoot incidents, explain findings, coordinate next steps, and document corrective actions.

• Performed maintenance, upgrades, infrastructure changes, migration support, and post-change validation while maintaining clear customer communication throughout the support lifecycle.

• Built on approximately one year of NOC experience monitoring customer systems, triaging alerts and incidents, documenting findings, and escalating issues before advancing into Tier II engineering.

Technical Support Specialist Martin Marietta 2016–2017

• Provided enterprise support for Windows workstations, desktop hardware, business applications, account access, printers/peripherals, and network connectivity.

• Troubleshot user-impacting hardware, software, access, and connectivity issues and worked directly with employees to restore service.

Technical Support Specialist / Service Desk Lead Freudenberg IT 2011–2016

• Progressed from service desk support into a lead role while supporting Windows systems, hardware, printers, peripherals, software, user access, and network connectivity in an enterprise environment.

• Handled escalations, helped coordinate daily support activity, documented repeat resolutions, and assisted other support staff with user-impacting incidents.

MILITARY SERVICE

United States Army Enlisted Soldier 2007–2011

EDUCATION & CERTIFICATIONS

Bachelor of Arts in History — University of North Carolina at Greensboro (UNCG)

Cisco Certified Network Associate (CCNA) ITIL v3

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