Andre Hardy Email & Phone Number

• Monitoring of internal and external networks across a multi-vendor environment (Ciena, Cisco, Huawei, Marconi, Juniper, ADVA, Alcatel, Bandwidth Managers, Lambda unite, Nokia, OMC).
• Fault isolation and repair tasks on DWDM, SDH, Dark Fiber, IP, and Ethernet circuits
• Prioritize working hand in hand with Zayo customers to fully resolve issues and work collaboratively with partners throughout Zayo to ensure customers' expectations are met and that our customers' services are reliable.
• Ensuring service availability and Mean Time To Repair (MTTR) targets are met.
• Prioritizing faults to meet SLAs, including resource management of external contractors.

• Certification bearing with the Cloud Security Alliance: Certificate of Cloud Security Knowledge (CCSK)
• Gaining the knowledge to help organizations implement cloud security programs in accordance with accepted standards; applying best practices for Compliance, IAM (Identity Access Management), Cloud incident response.
• Practical hands-on labs and projects utilizing Microsoft Azure and Microsoft 365 Business Premium Intune

• Provided guidance and support to students during on-site and virtual lab sessions, addressing queries related to Microsoft 365 Copilot Studio and Microsoft AI Businesses tools, Chatbot, Power Automate, Power BI.
• Collaborated with the instructor to ensure a seamless virtual learning experience.

Atlanta, Georgia, United States

• Completed a full scholarship / 9-month Full-Time Cybersecurity Certificate program funded by the Department of Labor; partnering with the non-profit City of Refuge and Training Provider / DigitalCrafts.
• Completing hands-on labs, projects, and certifications designed to increase the number of qualified professionals in the Cybersecurity industry.
• Operating Systems: Windows and Linux command-line: ipconfig/ifconfig, tracert/traceroute, nslookup/dig, netstat, arp, ls, touch, cat, grep, sudo.
• Cloud: Virtualization, Hypervisor, Private, Public, Community, Hybrid, IaaS, SaaS, PaaS, Governance, and Risk.
• Networking: OSI Model, LAN, WiFi, WAN, subnetting, VPN, IPsec, TCP, UDP, HTTPS, DNS, DHCP, SMTP, SSH.
• Scripting: Developing fundamental skills in Python to automate repetitive tasks.

Atlanta, Georgia, United States

• Provided Wireless Tier II / Service Assurance Incident Response for Fiber Optic / Carrier Ethernet Mobile Backhaul.
• Troubleshooted 10 Gigabit IP Aggregators / routers (Ericsson SmartEdge 1200, Alcatel-Lucent 7750, Cisco ASR 9000), and 1Gigabit cell site routers (Ericsson SP210 / SP310, Alcatel-Lucent 7705, Cisco WMR 1900).
• Verified E-Line / E-LAN / EVC (Ethernet Virtual Circuit) topologies, VLANs, BFD (Bidirectional Forwarding Detection), and MPLS (Multi-Protocol Labeled Switching).
• Analyzed network router event logs (IP addresses, MAC addresses, ARP table) to isolate and resolve transport / traffic impairments.
• Utilized performance test to evaluate backhaul traffic parameters (frame loss, latency, and jitter).
• Completed detailed Incident Reports documenting timelines, troubleshooting, root-cause analysis, and resolution.

Atlanta, Georgia, United States

• Resolved escalated incidents supporting Fiber Optic / Microwave / Carrier Ethernet Mobile Backhauls.
• Trained team members on troubleshooting procedures for Chronic (Long Duration) incidents reducing MTTR (Mean Time to Repair).
• Verified circuit configurations and worked with Alternative Access Vendors to resolve performance issues related to QoS (Quality of Service) policy settings.
• Identified faults on complex Microwave Backhaul topologies; dispatching Field Technicians reducing downtime.
• Isolated breaks on Dark Fiber CWDM rings (Cisco ASR920 and ASR903 routers) coordinating fix actions with external agencies.

Atlanta, Georgia, United States

• Provided Tier II support for Broadband (DS3 / T3) and (DS1 / T1) TDM circuits resolving escalated incidents.
• Tested circuits from Wide Band Digital Cross Connect Systems (Tellabs Titan 5500, Alcatel-Lucent 1631, Nortel OME6500) and NIU / Smart-jack.
• Reviewed equipment logs and perform physical layer (BERT) Bit Error Rate Testing.
• Performed testing with Local Exchange Carriers; coordinated dispatches and escalations to Management Team.

Atlanta, Georgia, United States

• Provided technical support for OrthoTrac Practice Management Software for Orthodontics Dental Practices.
• Resolved Server and Workstation software issues related to Installation, Operation, Security, Patient Charting, Scheduling, Financials, Treatment Plans, and Insurance functions.
• Provided customer service and support via ACD, outbound calls, email, fax, and remote desktop control.
• Documented incidents and resolutions thoroughly in knowledge database; building playbook to resolve future events.

Atlanta, Georgia, United States

• Responsible for TDM, Ethernet, and Microwave maintenance activities supporting wireline and wireless networks.
• Received, analyzed, monitored, and resolved network problems in a timely fashion with minimal guidance from more senior technicians or supervisor.
• Efficient at multi-tasking and be able to work in a fast-paced and demanding environment.
• Resolved trouble tickets for various customers, answering incoming telephone calls, responding to network alarms and customer emails.

Atlanta, Georgia, United States

• Provided remote technical support for Medical Diagnostic Imaging Systems. (MRI systems: Intera, Achieva and Eclipse).
• Assisted customers and Field Engineers resolve equipment operation, hardware, and application issues.
• Knowledge of DICOM, HIS, RIS, Modality, and PACS architecture / workflow within a Healthcare IT Network.
• Followed HIPAA principles and guidelines related to Privacy, Security, and Electronic Transactions.

Atlanta, Georgia, United States

• Provided technical support for the implementation of Frame Relay Managed Services for customers.
• Documented WAN design, DLCI / PVC assignments, and IP addressing / subnetting prior to customer activation.
• Performed Cisco router and Adtran CSU/DSU configuration and troubleshooting during circuit turn-up.
• Configured and troubleshooted Cisco routers using OSPF, EIGRP, IGRP, RIPv2, and ACL.
• Provisioned ADSL and VoATM circuits using DSLAM (Lucent Stinger), Switches (Marconi TNX100, ASX4000 and Nortel Passport), and Cisco 6400 router.

Hawaii, United States

• Supervised deployment of remote relay network using UHF/VHF/SHF Line-of-Sight radio terminals, radio access units, communication security devices, multiplexing equipment, and antenna systems.
• Deployed communication system to Kauai, Hawaii for disaster relief after Hurricane Iniki.
• Deployed to Port-Au-Prince, Haiti during Operation Uphold Democracy to support stabilization of government.

Certificate, Cybersecurity

Comprehensive CompTIA certification program combining the fundamentals of data security, intrusion detection, and network defense analysis.

Bachelor Of Science - Bs, Telecommunications Management

Bachelor Of Science - Bs, Electronics Engineering Technology