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Skills

  • Operational improvement
  • Component installation
  • Firewall configuration (e.g., ServiceNow)
  • Junior engineer mentorship and training
  • Business operations
  • System equipment
  • Advanced troubleshooting and diagnostics
  • Cloud service migration
  • Mobile device management
  • Organization

Work Experiences

  • Cut response time for incidents by 11 minutes.
  • Coached cross-regional team members to identify and solve carrier-related issues, increasing client satisfaction rates by 30%.
  • Collaborated with global cross-functional teams.
  • Collaborated with clients to understand network needs.
  • Looked into and fixed printer, copier, and other peripheral device problems.
  • Decreased client-reported jitter issues by 77%.
  • Had an excellent attendance record and was always on time for work.
  • Looked for industry trends on social media and through online sources.
  • Collaborated with vendors to resolve network congestion issues.
  • Boosted network efficiency by 34%.

Summaries

  • Collaborative leader in cross-regional support projects.
  • Award-winning Global Network Technical Support Engineer.
  • Collaborative leader in cross-regional support projects, with a track record of improving network downtime recovery speeds by 41% through intelligent design and vendor negotiations.
  • Achieved enhanced throughput.
  • Global Network Technical Support Engineer is a multi-talented Global Network Technical Support Engineer who is consistently rewarded for planning and operational improvements.
  • Collaborated with third-party vendors.
  • Maintaining current software and hardware to meet user needs is a skill.
  • Balanced technical needs of vendors and customers.
  • Within Computers Software, senior Global Network Technical Support Engineer and outstanding performer in stakeholder engagement and quality assurance.
  • Collaborated with cross-functional teams.

Accomplishments

  • Mentored a team of 7 engineers in the adoption of ServiceNow, improving their competency in network performance monitoring and enhancing overall team efficiency.
  • Automated network backups which reduced manual intervention by 24%, contributing to process.
  • Resolved over 17 network performance issues globally, leading to a 77% improvement in customer satisfaction rates.
  • Appointed as the lead engineer in a global SDN project, achieving a 15% reduction in network downtime during high traffic periods.
  • Provided multilingual support (standard) to global clients, facilitating smoother network issue resolution across various regions.
  • Devised and executed network segmentation strategies to contain potential security threats and enhance overall performance across enterprise systems.
  • Deployed SD-WAN solutions across 15 segments, enhancing latency performance by 63% and streamlining remote management tasks.
  • Trained junior network engineers on SAP, resulting in a 76% improvement in team productivity and significantly reducing onboarding time.
  • Collaborated with cross-functional teams to integrate Workday, reducing latency issues and improving service reliability across 15 geographical locations.
  • Facilitated a successful deployment of system load-balancer infrastructure, improving system redundancy and enhancing customer experience by reducing latency by 52%.

Affiliations

  • Certified Information Systems Security Professional (CISSP) Association
  • American Society of Safety Professionals
  • Association for Computing Machinery (ACM)
  • International Council of Nurses
  • Global Server and Network Maintenance Cooperative
  • Certified Ethical Hacker (CEH) Alumni Association
  • Certified Cisco Network Professional (CCNP) Alumni
  • Certification in ITIL process
  • International Association for Network Infrastructure (IANI)
  • Global Technical Support Association (GTSA)

Certifications

  • Google Certified Professional Cloud Architect
  • Certified WAN Professional (CWNP)
  • SHRM Certified Professional (SHRM-CP)
  • CompTIA Network+
  • Amazon Web Services (AWS) Certified Advanced Networking
  • Certified Cloud Security Professional (CCSP)
  • Apple Certified Associate (ACA)
  • Palo Alto Networks Certified Network Security Engineer (PCNSE)
  • Check Point Certified Security Administrator (CCSA)
  • Certified Wireless Network Professional (CWNP)

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