SUMMARY:

• Motivated and accomplished networking professional seeking opportunities supporting enterprise infrastructure. Possesses excellent verbal, written, and interpersonal communication skills. Provides outstanding customer service. Dependable and organized. Quick learner and creative, analytical thinker who is flexible with work tasks and special assignments. Works well independently and within a team.
• LAN/WAN networking concepts, protocols, and configuration including: OSI & TCP/IP, OSPF, Static routing, STP, VLAN, QoS, DNS, Radius, AAA, Cisco IOS, DNS, DHCP.
• Configuration of Brocade and Cisco Routers and Switches.
• Configuration of Cisco Wireless Access Points, 802.11x standards.
• Cisco VoIP and CME, CUCM concepts and CLI & GUI configuration.
• VPN and firewall policy configuration.
• Highly developed network and application troubleshooting skill set.
• Packet level analysis in tools such as Wireshark.
• Microsoft products including: Windows 7/8/10, Server 2008/12/16, Active Directory, Exchange, Office 2003, 2007, 2010, 2013: Outlook, Excel, Word, PowerPoint, Project, and Visio.
• Security+: Knowledge of threats, policies, and procedures affecting and used to secure systems, networks, facilities, and organizations including Anti - Virus, Firewall and other tools.
• Linux: basic admin tasks and command line management.
• Virtualization including VMware vSphere and MS Hyper-V.
• PC build, configuration, OS/application install & troubleshooting, repair, and maintenance.
• Extensive career experience with continuous improvement and problem solving processes.

PROFESSIONAL EXPERIENCE:

Confidential, Roseville, MN

NetBackup Network Storage Application Technical Support Engineer

Responsibilities:

• Troubleshooting for NetBackup enterprise backup application via email, phone and remote session.
• Network troubleshooting, layers 3-7.
• Support for multiple platforms including Windows server 2008/2012, RedHat Linux 6.6/7, Solaris 10, VMware vSphere 5.5/6.0/6.5, MS Exchange, SharePoint, Oracle, MS SQL, and more.
• Support tape backup, deduplication, basic disk, NDMP, NFS shares, VMware snapshots, and more.
• NetBackup hardware appliance support (RedHat Linux based).
• Top agent winner, July 2017.

Confidential, St. Paul/Minneapolis, MN

Network Security Technical Support Engineer

Responsibilities:

• Assisted with feature and configuration questions via email, phone, and remote session.
• Firewall troubleshooting using GUI, CLI (Linux), and packet captures (tcpdump).
• Reproduced customer reported issues in VMware ESXi virtual lab environment.
• Configured and maintained lab environment including virtual firewalls and servers (Linux/Windows).
• Network troubleshooting, layers 1-7.

Confidential, Plymouth, MN

Network Technical Support Engineer - Level 2

Responsibilities:

• Brocade Certified Network Engineer (BCNE).
• Switch and router configuration and hardware troubleshooting via phone, remote session, and email.
• Lab replication and simulation of customer environments; packet level analysis in Wireshark.
• Network troubleshooting, layers 1-4.
• Focus on providing superior technical customer service experience; TSIA Certified Support Professional.
• Efficiency rating of 98%, CSAT rating of 4.7 (exceeding goal of 4.5 out of 5).
• Recipient of Brocade Button for exceptional customer service.
• Shift lead handling complex customer needs and shift hand off duties as part of a global team.

Confidential, Plymouth, MN

Visio Project Coordinator (Contractor)

Responsibilities:

• Translated 260+ marked up and hand drawn wireless site surveys into professional Visio drawings.
• Scheduled networking infrastructure installers, negotiating pricing and performing installation follow up.

Confidential, Minneapolis, MN

Technical Support Specialist Intern

Responsibilities:

• Supported 130 users of Windows 7, MS Office 2010, MS Lync 2010, Caseware 2011 & 2013, Prosystems Practice Management, Citrix Receiver, Cisco AnyConnect VPN, and other applications.
• Supported users in person, via phone, and by remote session; tracked requests in Track-IT against SLAs.
• Developed, documented, and logged solutions to new and novel problems.
• Supported technologies and peripherals such as printers, scanners, projectors, displays, IP phones.
• Imaged and custom built PCs and laptops via PXE image pushed through SCCM.
• Purchased and managed computer equipment and supplies.
• Managed new hire and last day tasks creating AD and Exchange accounts and assigning permissions.
• Lync Administration: Created accounts, assigned telephone numbers, configured Lync for end users.
• Administered backup jobs in Backup Exec 2010; changeover of tapes; managed offsite tape archive.

Confidential, Plymouth, MN

Production Supervisor

Responsibilities:

• Planned network services for shop floor with IT staff.
• Subject matter expert in IT Super Users group for MS Excel, Word, Outlook, & PowerPoint.
• Trained 150 employee facility on transition from Office and from Notes to Outlook.
• Utilized 6 Step Problem Solving, 5 Whys, PPAP, FMEA, ISO 9001, & other advanced quality tools.
• Improved FPY of SMT operations from 80% to 95% using quality data to justify capital investments.
• Improved Defects Per Million rate from 10,000 to < 500 over a five year span.
• Created daily work assignments for team of 25; provided performance feedback with regular evaluations.
• Created and monitored annual $500K+ budget for staff, capital equipment, and supplies.
• Created and wrote detailed justifications for capital equipment purchases in excess of $200K.
• Using lean improvements, absorbed 100% increase in sales over 5 year period with no additional staffing.