Philip Morris (Altria) onsite team L2 Network Engineer • Monitor and maintain the computer systems and networks of the Manufacturing Center. • Managed and configured various industrial switches, including Rockwell 5700 and 5800, as well as Cisco IE 3400 and 3105. • Utilized ServiceNow and ITSM for efficient incident and change management. • Monitored network performance using SolarWinds, Logic Monitor, and XTAM. • Employed Privileged Access Management (PAM) and TACACS for secure switch management. • Performed IOS upgrades and implemented configurations for network switches. • Ensured zero downtime and no outages during production hours through proactive monitoring and troubleshooting. • Troubleshot network issues promptly to maintain seamless operations. • Demonstrated hands on experience with networking fundamentals (TCP/IP protocol, DNS, DHCP and SNMP) • Install and configure computer systems • Configuration of Cisco catalyst switches 9500, 9300, 9200 and IE 3000 series. dot1x, MAB, VLAN, ACL’s, (Radius/ TACACS+). • Acquitted with Cisco Meraki for Cisco Wireless devices Monitoring, managing, and troubleshooting Cisco Wireless devices using Cisco Meraki. • Participated in the installation, configuration, and post installation routine operational tasks and configuration of the Cisco Nexus Switches. • Diagnose hardware and software faults and solve technical problems. • Implement Configuration for switches, firewalls, and other hardware to deploy and manage LAN. • Made cabling and assembled server network racks. • Troubleshot various protocols such as OSPF, network and switching issues. • Assisted clients and employees by explaining how to use network equipment properly. • Manage logical networks including assignment of IPs, allocating VLANs, and policing rogue devices.

• Provided exceptional technical support to both internal and external clients through various channels, including phone, email, and live chat.• Diagnosed and resolved hardware and software issues related to desktops, laptops, printers, and mobile devices, achieving an average 90% first-call resolution rate.• Assisted customers with troubleshooting network connectivity problems, ensuring smooth internet and intranet access for over 1000 users.• Collaborated with the engineering team to identify and report recurring product issues, leading to a 30% reduction in recurring incidents.• Conducted remote troubleshooting sessions using tools such as TeamViewer and AnyDesk, effectively resolving complex issues for clients in different time zones.• Maintained comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides, to enhance the team's efficiency and minimize response times.• Trained new employees in technical support procedures, product knowledge, and customer service best practices, resulting in a 40% reduction in onboarding time.• Acted as a liaison between clients and the development team, communicating feedback and enhancement requests, which led to the implementation of critical product improvements.• Demonstrated excellent customer service skills, earning a 95% satisfaction rating based on post-support surveys.• Participated in weekly team meetings to discuss emerging trends in technical issues and propose strategies for continuous improvement.• Resolved an urgent server outage during non-business hours, showcasing dedication and commitment to ensuring 24/7 uptime for mission-critical services.• Received recognition from the management for consistently meeting and exceeding performance targets, including response times and customer satisfaction metrics.

• Installed, or coordinated the installation of, new or modified hardware, software, or programming modules of telecommunications systems.• Monitored and analyzed system performance, such as network traffic, security, and capacity.• Provided user support by diagnosing network and device problems and implementing technical or procedural solutions.• Tested and evaluated hardware/software to determine efficiency, reliability, or compatibility with existing systems.

• Recruited as a Network Engineer charged with maintaining and administering computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations.• Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replaced defective components as needed. • Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.• Monitored network performance to determine whether adjustments needed to be made, and to determine where changes would need to be made in the future.• Configured and defined parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.• Configured wide area network (WAN) or local area network (LAN) routers or related equipment.