NOC Tier 2 Engineer

• Oct 2022 - Present

- assist with small to large enterprise customers such as Verizon and AT&T for troubleshooting packet loss, latency, misconfigurations, and service interruptions. - assist with Tier 1 ticket escalations for review - monitor network for any active alarms - provide support for high priority incidents such as fiber cuts and core router or switch alarms - provide remote network support for Field Engineers - provide excellent customer service via phone interactions or email - assist in VOIP troubleshooting for voice customers

L1 Desktop Support Technician

• Aug 2021 - Oct 2022

- Create and resolve tickets via ServiceNow - Use Citrix for work productivity - Remote access into devices via MECM - Remove/add devices to Active Directory - Deploy new hardware to work sites - Troubleshoot and reimage Microsoft POS tablets - Troubleshoot Cisco VOIP phones - Interact with sales associates/managers with persistent technical issues - Inventory management - Maintain network rack functionality - Travel to multiple locations to deliver IT support - Create and resolve tickets via ServiceNow - Use Citrix for work productivity - Remote access into devices via MECM - Remove/add devices to Active Directory - Deploy new hardware to work sites - Troubleshoot and reimage Microsoft POS tablets - Troubleshoot Cisco VOIP phones - Interact with sales associates/managers with persistent technical issues - Inventory management - Maintain network rack functionality - Travel to multiple locations to deliver IT support

Network Technician

• Aug 2021 - Aug 2021

- Swap out Cisco APs to Aruba APs - Document new AP info to Sharepoint - Swap out Cisco APs to Aruba APs - Document new AP info to Sharepoint

I.T. Systems Engineer

• Feb 2021 - Jul 2021

- Manage hardware devices through Fortimanager software - Maintained and build PSAP kits - Manage and update DNS and URI entries - Complete assign tasks through Freshworks ticket system - Manage and assign IP addresses in IP Manager - Maintain and update VMs through Vcenter - Manage VPN users with Active Directory - Monitor VMs and devices via SolarWinds - Manage hardware devices through Fortimanager software - Maintained and build PSAP kits - Manage and update DNS and URI entries - Complete assign tasks through Freshworks ticket system - Manage and assign IP addresses in IP Manager - Maintain and update VMs through Vcenter - Manage VPN users with Active Directory - Monitor VMs and devices via SolarWinds

Manufacturing Associate

• Sep 2014 - Jun 2020

Fiber Draw Tower Operator

• Jun 2012 - May 2014