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EDUCATION
Florida International University
(2015 – 2016)
CompTIA A+, Network+, and Security+ Certifications
Villanova University
(2015 – 2016)
Project Management Certificate
EXPERIENCE
Network Engineer| Encore Technologies
06/2020 - Current
● Console into onsite routers/switch and assist with performing configuration changes for Juniper and Cisco routers.
● Created technical network diagrams using Cisco packet tracer and GNS3 to better understand and document organizational topology.
● Used Citrix director to troubleshoot end user related health records management systems issues (EPIC).
● Documented network changes and processes within the Service now knowledge base system.
● Monitored for Alerts and outages that occur within our NOC dashboard and Meraki portal.
● Possess a good working knowledge of TCP/IP Network and troubleshooting skills based off the OSI model.
● Configuring and troubleshooting Cisco, Juniper, ANX, SolarWinds and Fortinet network devices based off organizational SOP for clients.
● Aided in end user setup for Cisco Hard and soft phones and other VOIP related products
● Experience with Switching protocol configurations STP, RSTP, VTP, DTP, EtherChannel and Routing.
● Understanding of subnetting IPV4 and IPV6 subnetting and Routing protocols such as OSPF, EIGRP, IS-IS, HSRP, VRRP, and GLBP
● Decommissioned sites network equipment at locations in multiple states across the USA.
● Provide troubleshooting to Epic and Mychart Mobile apps. Internal hospital employees and patients of the hospitals are our client.
Technical Analyst | Level 1 | Elevate Services
07/2019 - 6/2020
· Analyzes, refines, and develops new processes for support level analysts based off ITIL v3 best practices and service level agreements (SLA’s).
· Works in a leadership capacity in mentoring and training help desk analyst.
· Collaborates directly with multiple clients to assist with end user training, implementing new processes, planning deployments of new software patches and hardware roll outs.
· Performs advanced Tier 2 and 3 technical troubleshooting on incidents that require escalation.
· Handles security provisioning based on client’s security policies and best practice.
· first responder for outages and severity one issues that we identified within the organization.
· Managed Microsoft Azure Active Directory and Azure Active Directory Domain Services for client’s cloud and hybrid environments.
Cloud Support Engineer | Level 2 | Tek- Experts
1/2018 – 6/2019
● Supporting MPN’s (Microsoft Partner Networks) for businesses that have an Azure P1 or P2 license.
● Created scope and filters in customers Azure AD portals to aid in customer synchronization rules.
● Helped Cloud Engineers with AD connect tool to setup for configurations within the network such as SSPR, MFA, Pass-through authentication.
● Assisted users with migrating from an on-premises Azure AD environment to a hybrid or fully cloud environment using Azure AD connect tool.
● Helped users with troubleshooting the following AD connect, API Management, Azure DevOps, AADS, AAD, on-premises related issues, Azure Monitor, Azure Batch, Azure API Management, Office 365, Visual Studios, Azure Cloud Services,
● Helped end user with provisioning applications within the cloud and developing APIs to monitor resources after understanding the SOP on a per client basis.
Help Desk Analyst level 2 | Pomeroy IT
06/2016 – 02/2018
● Answers incoming phone calls related to troubleshooting and provision3ing of general/advanced technical issues with systems such as desktops, laptops IP phones, network, and Firewall, AS400, SAP, PRC's (Portable Route Computer)
● Troubleshooting issues related to Microsoft Exchange and Office 365.
● Administering software through SCCM (system center configuration manager.
● Repairing corrupted system logs and minor batch scripts using proprietary software
● Created SOP documentation to assist other analysts to solve issues.
Help Desk Analyst | level 1| Convergys Corp
02/2014 – 06/2016
● On issues that were identified as hardware failures we would set up dispatch for Dell technicians to do onsite support.
● Troubleshooting operating system related issues on Dell devices (servers, computers, and laptops)
● Remotely assisted users with
● Removing Malware, Spyware, and rootkits from devices that have been compromised.
● Helped end users troubleshoot/administer software/hardware RAID-0, RAID-1, RAID- 5
ACTIVE CERTIFICATION
● CompTIA A+
● CompTIA Security
● CompTIA Cloud+
● HDI Analyst
● HDI Manager
● Cisco CCNA