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Skills

  • Firewall configuration (e.g., ServiceNow)
  • Supervision
  • Regulatory compliance
  • Tableau system deployment
  • Global enterprise client support (13 clients)
  • Multilingual communication skills (German)
  • Network downtime reduction strategies
  • Network support
  • Global data center performance monitoring
  • Carrier issue resolution

Work Experiences

  • Authored detailed technical documentation for SAP troubleshooting that shortened resolution times by 38% across the global team.
  • Delivered expert customer service to over 6 enterprise clients.
  • Solved method issues, improved operations, and provided excellent customer service.
  • Collaborated with clients to understand specific network needs, recommending tailored solutions that boosted their network efficiency by 44%.
  • Answered 6 calls per 18 months to help customers with their questions and concerns.
  • Was in charge of managing system-wide operating system and software deployments, as well as any software upgrade issues that arose.
  • Communicated with external network providers.
  • Boosted network efficiency by 34%.
  • Collaborated with vendors to resolve network congestion issues.
  • Saved $9 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Strengths in risk assessment and client relations backed up by Computers Software training.
  • Clear understanding of process improvement and risk assessment as well as data analysis training.
  • Collaborated with cross-functional teams.
  • Applies technical knowledge and diagnostic skills to problems in order to solve them and maintain usability and performance.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Costs were consistently reduced while profits were increased.
  • Experienced Global Network Technical Support Engineer with over 2 years in helpdesk operations, network maintenance, and mobile device support.
  • Achieved 15% improvement in incident response times.
  • Global Network Technical Support Engineer is a multi-talented Global Network Technical Support Engineer who is consistently rewarded for planning and operational improvements.
  • Global Network Technical Support Engineer with 5 years of successful performance reporting and risk assessment experience.

Accomplishments

  • Achieved a 49% increase in customer satisfaction by resolving escalated network issues more effectively, supported by a SLA improvement strategy.
  • Standardized and tested new global network configurations, leading to reduced error rates and a 53% improvement in network efficiency.
  • Implemented IPv6 protocols across 7 global locations, ensuring compliance with new internet standards and reducing network bottlenecks by 36%.
  • Optimized security protocols across multi-cloud infrastructures, which resulted in a 39% improvement in overall network security compliance.
  • Championed the implementation of a centralized VPN solution for remote workers, reducing deployment costs by 66% and improving security.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Designed and rolled out disaster recovery plans for global networks, maintaining 35% uptime during high-priority incidents.
  • Reviewed and optimized router configurations using Salesforce, increasing global network bandwidth usage efficiency by 66%.
  • Directed proactive troubleshooting and resolution of complex network incidents, providing end results of 34% incident resolution within SLA.
  • Integrated and optimized SD-WAN solutions for 14 international offices, achieving 68% improvement in WAN throughput and lowering latency by 55%.

Affiliations

  • Telecommunications Industry Association (TIA)
  • Association for Supply Chain Management (APICS)
  • Enterprise Cloud Solution Professionals Network
  • DevOps Days - Networking and Security Track
  • International Organization for Standardization (ISO) Certification Team
  • Certified Cisco Network Professional (CCNP) Alumni
  • Linux Professional Institute (LPI)
  • American Marketing Association
  • Cloud Computing Community Group Seattle
  • Engineers Without Borders - Technology Initiatives Chapter Phoenix

Certifications

  • Cisco Certified Network Professional (CCNP)
  • ServSafe
  • Amazon Web Services (AWS) Certified Advanced Networking
  • Certified in the Governance of Enterprise IT (CGEIT)
  • Cisco Certified Network Associate (CCNA)
  • Certified Cloud Security Professional (CCSP)
  • Certified Ethical Hacker (CEH)
  • SHRM Certified Professional (SHRM-CP)
  • Nokia Service Routing Architect (SRA)
  • CompTIA A+ Technician

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