• Provided technical support for network infrastructure including switches, routers, and wireless access points. • Conducted network diagnostics and resolved network connectivity issues. • Led teams in troubleshooting bridge and resolved project implementation challenges that prevented projects from going live into production. • Assisted in the development of network documentation and standard operating procedures for ransomware remediation. • Led global network health audit project, identifying compliance issues and implementing necessary measures to strengthen network reliability. • Assisted with network security issues and implementation of best practices. Achievements • Initiated & applied data analysis principles and methods to collect, cleanse, and analyze data to create visualizations to identify opportunities to improve network availability. • Data Analysis: Effective in conducting data analysis to identify trends, patterns, and insights that drove strategic decision-making. Developed predictive models to forecast network behavior and optimize performance. • Experience with data joins/relationships and predictive modeling. • Data Cleansing and Preparation: Expertise in cleaning and transforming raw data into a structured format suitable for analysis. • Data Visualization: Created and maintained visually appealing dashboards and interactive visualizations to monitor key business metrics and support data-driven decision-making. • Problem-Solving: Proven ability to identify business problems, solve research questions, and develop data-driven solutions. • Communication: Excellent written and verbal communication skills. Ability to communicate technical concepts to non-technical stakeholders effectively. Experience in preparing comprehensive reports and delivering presentations. • Risk Assessment, Risk Management, Asset Management • Network Compliance/Audit and best practices.

Provide network support for troubleshooting and resolving network related incidents, providing assistance to peer team (engineering, security, system administrators) to identify, isolate, restore and apply long term corrective action.Provide Sniffer capture and decode. Perform detailed packet analysis via data packet capture to rule out network issues and provide diagnostics for application and server problems.Coordinate workload, training and mentoring of junior associates.Assist customers both internal and external with connectivity problems as they relate to the network.Assist with client testing, new implementations, new product access, and DR testing.Participate in special project teams, representing network operations on new products designs and implementations. Develop network support structure and process for new BU implementations.Ability to communicate with Business Unit management and/or their clients disseminating information relevant to the client request in a clear and concise manner.Resolve issues and deal with difficult situations, bringing a high degree of professionalism and tact during stressful circumstances, represent Fiserv as a quality organization.Evaluate new hardware, monitoring systems and toolsAssists with major Maintenance Windows and DR tests as needed.Participates in Problems reviews and Sigma meetings.Works with Network Engineering, Monitoring team and Vendors to evaluate and test new hardware, monitoring systems and tools.Researches solutions to coding challenges both in the lab and working with 3rd party vendors.Must be able to troubleshoot complex routing and spanning tree issues.Creates reviews, approves and performs network changes.Create and maintain internal processes and procedures.Monthly Reporting including capacity reporting, incident reporting, etc.

 Support routing, switching and firewall configurations and the associated protocols (BGP, EIGRP,OSPF, Etherchannels, VTP, STP, VLANs with Cisco ASA 5505, 5510, and 5520, Cisco Routers and Nexus and Catalyst Switches)  Utilize Solarwinds to monitor network uptime & availability. Provide LAN and WAN troubleshooting concept, including coordination with multiple cross-functional teams internally, and working with telecom vendors on circuit support. Analyzing network capacity and throughput. Incident management  Incorporate excellent written and verbal communication skills in order to convey status and resolutions to a wide range of audiences.  Respond to and resolve Incident, Request and Change types of tickets). Identified and documented troubleshooting and resolution steps and training.Achievementso Created technical documentation for contribution to NOC knowledgebase.o Researched and formulated first-hand device investigation of alerts received via Solarwinds.

Handle calls varying from phone setup to in-depth network analysis.Respond to cases created online.Provide customer-focused support using clear and descriptive methods.Manage and complete projects in a timely manner.Work with multiple departments to provide internal education and assistance.Answer customer questions via phone on all company supported applications.Troubleshoot application problems.Determine source of problems (hardware, software, user access, etc.).Advise customer on appropriate action.Provide recommendations on company application enhancements.Document resolutions for future reference.AchievementsCreated technical documentation for information sharing with fellow engineers to assist with skill advancement. Formulated chat group (CiscoChopShop) to discuss Cisco topics to assist fellow employees with certification exam preparation.

Tier 2 Technical Support Network and VoIP Technical SupportHandle calls varying from phone setup to in-depth network analysis.Respond to cases created online.Provide customer-focused support using clear and descriptive methods.Manage and complete projects in a timely manner.Work with multiple departments to provide internal education and assistance.Answer customer questions via phone on all company supported applications.Troubleshoot application problems.Determine source of problems (hardware, software, user access, etc.).Advise customer on appropriate action.Provide recommendations on company application enhancements.Document resolutions for future reference.AchievementsSelected for cross-training, performing the responsibilities of tiers 1 and 2.Submitted the idea of suggesting to customer's the option to connect a pc to a large lcd screen or other video output to allow the customer to view real-time stats of call center incoming calls. This afforded the company a retentive competitive edge as well as technological selling point over a competitor that was offering a similar product. My idea was later instituted within the company.

Expert Desktop, Laptop, and Tablet Technical Support for IBM, Priority Customers, Commercial and Residential Sector. Resolve escalated issuesHardware/software support, troubleshooting, and networking issues. Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidentsOffer complete and timely technical explanations to customers throughout the incident resolution process and ensure that customers’ technical staff fully understand issue, its resolutions and means for preventionAct as technical and functional expert for incident escalationsProvide deeper levels of analysis to support customer action plans Understanding of more complex mobile product functions.Formulate and implement problem resolutionHardware/software supportWireless and wired network solutionAchievementsProvided technical research of tablet pcs, laptops, and desktops that was later selected and published to company network for information sharing with fellow IT Professionals. Devised a method of utilizing laptops in customers’ aircraft cockpit for navigational purposes. Supplied alternative technical solution to customer to serve as pc disaster recovery for BIOS issue.Awarded Employee of the Quarter within first five months of employment.Promoted to Certified/Advanced Technical Support Analyst within first six months of employment.