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Skills

  • Incident resolution for Microsoft Excel infrastructures
  • BGP configuration management
  • Helpdesk administration
  • Organization
  • Global network optimization
  • Communications
  • User training
  • Insurance billing
  • Relationship development
  • Cloud Infrastructure Migration

Work Experiences

  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Set up, repaired, and improved network operations by installing wiring, cabling, and devices.
  • Saved money by developing functional solutions to program problems.
  • Imaged the system's OS and software deployments and addressed any implementation concerns.
  • Addressed issues across 7 international locations.
  • Collaborated with DevOps.
  • Created network topology diagrams in Workday to streamline troubleshooting, cutting incident resolution time by 65% minutes on average.
  • Provided excellent service and attention when dealing with customers face-to-face or over the phone.
  • Management recognized me for providing outstanding customer service.
  • Used Power BI to compile data gathered from various sources.

Summaries

  • Strategic thinker with expertise in data analysis.
  • Ability to recognize procedure issues and integrate metric solutions to achieve procedure.
  • Desire for a long-term job with opportunities for advancement.
  • Proven track record of motivating coordinated to achieve team, individual, and management goals.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Method and framework have a proven track record.
  • Allowed more focus on critical issues.
  • Student pursuing a Miscellaneous degree who is eager to contribute developed knowledge in the role of NOC Tier 1 Engineer.
  • Achieved SLA compliance of over 71%.
  • Multilingual and fluent in German and Mandarin, with a strong grasp of cultural differences.

Accomplishments

  • Installed and configured advanced firewalls across 9 sites, ensuring a 37% improvement in network security and uptime.
  • Provided remote support for Jira systems, helping achieve a 51% decrease in user-reported downtime across multiple sites.
  • Utilized ServiceNow aboard incident tracking and resolution systems, enabling a 80% improvement in monitored device uptime and availability.
  • Created a knowledge base for Tier 1 troubleshooting that empowered staff to resolve 16% of incidents without escalation.
  • Led Root Cause Analysis (RCA) sessions post-outage, consistently identifying long-term fixes for 3+ recurring issues, reducing repeat incidents by 78%.
  • Implemented automated alerts using HubSpot, resulting in a 79% reduction in response times for critical network issues.
  • Led a cross-functional team to resolve network incidents in under 6 minutes, improving SLA adherence by 51%.
  • Proactively identified 3 potential vulnerabilities in firewall architecture, leading to the implementation of additional security layers and reducing breach risk by 46%.
  • Collaborated with ISP vendors to resolve 12 high-priority network connectivity issues, enhancing the user experience for 11 end users by 69%.
  • Built incident triage processes that enabled a 70% improvement in the speed of identifying and prioritizing service outages.

Affiliations

  • Attendee, Cisco Networkers Conference, discussing the latest tools and techniques in network diagnostics
  • Affiliate, Network Automation Engineers Group, emphasizing automation strategies for NOC Tier 1 Engineers
  • Member, Cloud Native Computing Foundation (CNCF), specializing in cloud infrastructure and operations
  • Member, Association for Computing Machinery (ACM), specializing in NOC technologies and network infrastructure
  • Member, ISACA, focused on audit, control, and security of complex IT systems within a NOC
  • Participant, National Information Security Group (NISG), focused on securing network operations at a NOC
  • Attendee, Gartner IT Infrastructure & Operations Management Event, focusing on network optimizations for enterprises
  • Member, CompTIA Network+ Certification Program, enhancing knowledge of TCP/IP networks and security practices
  • Completed Certification, Cisco Certified Internetwork Expert (CCIE), with a focus on Network Operations
  • Certification Holder, Certified Information Systems Security Professional (CISSP), validating security expertise in network infrastructure

Certifications

  • Amazon Web Services (AWS) Certified Solutions Architect – Associate
  • ITIL Practitioner Certification
  • Certified Kubernetes Administrator (CKA)
  • Red Hat Certified System Administrator (RHCSA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • SolarWinds Certified Professional (SCP)
  • CIW Web Security Associate
  • SANS GIAC Certified Incident Handler (GCIH)
  • CompTIA Network+
  • Juniper Networks Certified Associate - Junos (JNCIA-Junos)

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