Network Support Analyst III

• Jul 2021 - Present

Associate Network Engineer

• Jul 2019 - Jul 2021

♦ Review the existing network at each existing remote site and layout our needs before we plan to install new games as end point devices, including a plan to add/remove sub-interfaces to an existing router LAN trunk, setting up DHCP, setting up new IPSEC tunnels, ensuring routes are shared with EIGRP neighbors, and determining switch port availability. ♦ During a new site review process, we will cover the T1/EIA termination location, inside wiring run distance, media type, and equipment needed to extend the demarcation point to the router, also covering the run from the router to core switching, and out to the floor. We discuss server placement (if a local server will be installed), rack space, power availability, and any other items, to ensure a smooth installation once our field technicians arrive on installation day. ♦ After provisioning, I review the configurations, ensuring details are correct, and the configuration is written to memory. On the day new games are to be installed, I’ll work with the field service technician to ensure connectivity to all new equipment, in conjunction with our NOC who will verify the game serial numbers to the original order. Once all is connected and all games are playable, new equipment will be added to our SolarWinds instance. ♦ The new devices are then added to our SolarWinds instance. All devices are configured to send SNMP traps from the loopback interface to our server which generates alerts for our NOC. We monitor alerts for critical and non-critical hardware events including network latency, fan speed/temp changes, CPU/RAM usage, power supply issues, and disk

Network Systems Engineer

• Jun 2018 - Jun 2019

♦ Starnet Data Design was acquired by ISSquared Inc. in June 2018. My job function and title remained the same. ♦ Starnet Data Design was acquired by ISSquared Inc. in June 2018. My job function and title remained the same.

Network Engineer

• Jun 2015 - Jun 2018

♦ Provide our clients a way to successfully navigate through the rough process of designing, or re-designing, their voice & data networks. Our Business Manager will set a project in motion, order the equipment, while I will create and manage a timeline for implementation and manage the receiving of new equipment. ♦ Perform initial configuration of the firewall(s) and switching, primarily Juniper switching and Palo Alto firewalls. I create a test network to isolate lab traffic, then test connectivity, high-availability & failover, and all other features before deploying. I’ll configure routing protocol participation, set test devices to mimic public and private devices currently in the field, and pre-configure SSL VPNs for testing. This includes pre-configuring and testing of the ShoreTel VoIP equipment, along with Auto Attendant/Workgroup call flow. I perform initial updates & configure the Dell/HP bare metal machines, then set up VMWare ESXi or Windows Server (HYPER-V), along with installation of a guest OS and complete configuration (Windows Server ADDS, DNS, DHCP, IIS, SQL, Linux appliances). ♦ Physical install of the equipment & cabling at the customer HQ, working with wiring vendors, and working with service providers to turn up new circuits & route traffic properly over MPLS or VPN to remote sites. This is a process that usually takes a few days, mostly spent running between server racks & outdoor closets/ceilings. ♦ Create documentation for the network design that includes all locations, IPs, login information, and a network map, and a copy is handed over to the customer. I work with the customer over the next few weeks overseeing the new network in action, resolving issues, reviewing bandwidth utilization, and ensuring total functionality. I then continue to be a resource for the customer, setting up a maintenance contract for ongoing technical support.

Incident Analyst

• Mar 2014 - May 2015

♦ Network Monitoring & incident creation. We would receive notifications from our Nagios monitoring implementation of warnings or failures with services on managed servers, routers, switches and firewalls. Common services monitored include ping time & packet loss, disk space, & SQL/Oracle services. I would then communicate with our Network department & back to customers directly, & enter a new incident into our ITSM ticketing system with details & screenshots. ♦ Customers usually require high attention & quick responses to costly issues, high priority conference calls (bridge calls) at all times of day are common. ♦ The Support Center also provides Windows end-user support for some of our customers. I was assigned many tickets regarding email not being delivered or received, SPAM & virus protection & removal, assigning NTFS permissions as well as setting up Share Folders using DFS management, also hardware issues dealing with various pieces of equipment, laptops (both Windows & MAC), tablets, mobile phones, SFA handheld devices, printers/fax machines. ♦ We use Edgewave for SPAM blocking, & have Websense servers set up for web traffic filtering. I'd make changes to the existing structure to allow requested traffic through, or block as requested, also generating reports to our customers on web traffic, threat detection, & high risk users/PCs. ♦ Software issues revolve around installing new & troubleshooting existing programs/add-ins, & drivers. We provide Office 2013 & manage Office 365 for some customers. I have a high level of competency with Office 2013 & previous versions back to Office 2000. This is often implemented in a Remote Desktop (RDS) environment as the default image, or through the Citrix VDI Desktops provided for our customers. I have heavy experience installing & troubleshooting Adobe Creative Cloud, Cisco UCX implementation, & Microsoft Lync.

IT Helpdesk

• Jan 2013 - Feb 2014

♦ Resolve system access requests, as well as work tickets for issues relating to corporate IT equipment. ♦ Troubleshoot issues with IP phones, printers, software & files in the Citrix environment. Worked with the Citrix team at OneNeck IT Solutions to configure the desktops. ♦ With each access request, I would create access to the sprouts.com domain, email, & internal programs, then note the request & close. We would set up all corporate users with an email address through Sprouts’ Exchange server, & would manage all corporate access to the Sprouts domain through Active Directory. We would also manage a ShoreTel Phone system for corporate users. I worked with the network team to install switches & cabling, also new PC equipment. ♦ I would also support the pricing system for the stores in SQL. I was frequently in MSSQL fixing pricing & sales data tables, then working to run jobs that would download the data to each store. Sprouts ran an intranet website for all corporate users, I would troubleshoot issues with the site modules & fix commands, helping simplify the transmission of orders & invoices. I was also tasked with troubleshooting & administration of our Salesforce website.

Web Hosting Support

• Jan 2012 - Nov 2012

♦ Work issues presented by customers in regards to their web hosting accounts/file systems ♦ Take information from a ticket or email and determine where the root of the problem was, frequently an issue with their file system, and troubleshoot the issue ♦ Common examples of issues were broken links in the source code, often database connections, causing errors on the webpage. If the code was too corrupt, we could restore from a backup ♦ I worked with the customer on resolving the issue, from start to finish, leaving a positive impression of our company