Adam B. H. Email & Phone Number

Grand Rapids, Mi, Us

Greater Grnad Rapids, Michican Area

•Created and developed a specialized team to provide elevated service for high-priority clients•Improved relations between Tier 1 organizations and clients through technical documentation and by providing strategic consulting based on performance analysis•Developed and implemented Business Continuity Plan for Tier 1 organization•Creating performance analysis documentation to identify strategic efforts to improve client experience•Supported and created technical documentation for 5G mobility network•Created ServiceNow reports and corresponding dashboard to synchronize views between the POD Team and Service Delivery•Manage technician’s daily shift assignments based on the needs for a 24/7 NOC while ensuring customer SLAs and expectations are met through effective queue management.•Train and assist technicians in troubleshooting various equipment while following proper procedures and next steps to expedite remediation of network events.•Supported client major incidents through root cause analysis (RCA), incident reviews (IREV), and after-action reviews (AAR)

Greater Grand Rapids, Michigan Area

Investigate alerts for customer devices generated from LogicMonitorInvolved in escalation of critical downed customer devicesAssist customers with device replacements through vendorsEngaged customers about MACD work with Cisco IOS devicesInvestigated customer issues with LAN and WAN topologiesInvolved in adding renewed licensing on Fortinet firewalls Adjust monitoring for customer devices based upon alerts and requestsCreate and train team members on Cato Networks SDWAN documentationDevelop team community through sharing knowledge and experience

Greater Grand Rapids, Michigan Area

Investigated alerts for customer devicesInvolved in the escalation of critical downed customer devicesDeveloped internal documentation for customer equipmentEngaged customers about MACD work with Cisco IOS devicesInvestigated customer issues with LAN and WAN topologies Troubleshot issues with Palo Alto Firewall devicesConfigured new users in Call Manager and in UnityParticipated in Kick off calls and Team meetings with Project Managers and Professional Services EngineersParticipated in internal and external discussions with Service Delivery Managers and Onboarding TechniciansAssisted Onboarding technicians in finalizing customer onboarding documentation

Greater Grand Rapids, Michigan Area

Verified and installed software for technology needed classesDeployed Virtual Machines to classroomsAssisted students with technology needs in labs and library

Greater Grand Rapids, Michigan Area

Researched ticketing and remote support systemsDelivered in scope and in timeWrote technical paperAssumed Project Manager role during the project

Hillsdale, Michigan

I was a Student Technician in the Help Desk department. My daily job includes working on MacBooks and other computers. The work on them depended on the ticket that was issued for them. I worked here from May - August 2016 (summer).

Coldwater, Mi

I was their On the Job Training student from my local Tech center (Branch Area Careers Center)

Bachelor'S Degree, Network Security, Alumina

Activities and Societies: Young Life College, InterVarsity Christian Fellowship, Alpha Lambda Delta (member as of Oct. 2016)

Computer And Networking Technology

Activities and Societies: Business Professionals of AmericaI learned the basic information and skills in this class to pass the CompTIA A+.