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Skills

  • Technical analysis
  • Operational improvement
  • Customer service
  • Business operations
  • Layer 2 and Layer 3 network support
  • Budgets
  • Network troubleshooting and diagnostics
  • Network development and administration
  • Participation in ISO compliance initiatives
  • Documentation of network configurations and incidents

Work Experiences

  • Collaborated with the DevOps team to automate incident management workflows using tools like SAP, leading to a decrease in resolution time by 20% %.
  • Coordinated with regional offices.
  • Acted as a subject matter expert.
  • Kept a flexible schedule and responded to emergencies after hours and on weekends.
  • Automated network monitoring tasks.
  • Achieved Excellence Award for maintaining 63% customer satisfaction scores across several months of delivering professional network support.
  • Collaborated with cross-functional teams.
  • Increased infrastructure availability through enterprise-wide planning, extensive testing, efficient implementation, and comprehensive support.
  • Addressed complex Layer 3 issues.
  • Collaborated with cross-functional teams to design and implement a scalable VPN solution, leading to a 37% reduction in remote connectivity issues.

Summaries

  • Consistently maintained uptime.
  • Achieved a 62% reduction in remote access issues.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Dedicated to enhancing network security.
  • Network Support Executive with 2 years of successful project management and client relations experience.
  • Dedicated to enhancing network security, having reduced unauthorized access attempts by 68% through careful implementation of advanced firewall protocols.
  • Based on post-implementation surveys.
  • Configured firewalls.
  • Coordinated successful implementation of firewall security measures, reducing unauthorized access by 68% across enterprise networks.

Accomplishments

  • Monitored network performance using framework, ensuring consistent throughput of above 32% across the enterprise infrastructure.
  • Resolved critical connectivity issues for cloud-based services, improving uptime to 48% in 2016.
  • Trained and mentored 14 Tier 1 & Tier 2 technicians, raising first-contact incident resolution rates to 72%.
  • Reduced latency and improved uptime metrics by 34% through advanced monitoring with standard.
  • Enabled 12 remote sites to connect to headquarters using a secure VPN architecture, improving productivity across distributed teams.
  • Coordinated the rollout of security patches, reducing potential vulnerabilities by 39% compared to previous years.
  • Provided escalation management for network outages, reducing system downtime from standard to system on average during critical outages.
  • Proactively identified reoccurring network issues, developed mitigation strategies, and reduced incident reoccurrence by 53%.
  • Documented and resolved procedure which led to process.
  • Collaborated with cross-functional teams to develop backup and recovery protocols, reducing critical system downtime by 74%.

Affiliations

  • Rotary International
  • Official Member of the Information Systems Security Association (ISSA)
  • Determined participant in IT Service Management Forum (itSMF)
  • American Marketing Association
  • Lions Club
  • Project Management Institute
  • Certified in Juniper Networks' Junos Associate (Microsoft Excel, 2017)
  • Contributor to Open Networking Foundation (ONF) Activities
  • Member of the Society for Information Management (SIM)
  • Frequent Speaker at Enterprise VoIP Technology Conference

Certifications

  • Microsoft 365 Certified: Fundamentals
  • Certified Internet Network Engineer (CINE)
  • Zscaler Certified Cloud Administrator
  • CompTIA A+
  • ISC2 Certified Cloud Computing Professional (CCCP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Google Certified Professional Cloud Architect
  • Certified Wireless Network Administrator (CWNA)
  • F5 Networks Certified Administrator
  • Fortinet Network Security Expert (NSE)

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