- Oversaw management and maintenance of a colossal network infrastructure consisting of no less than 3000 access points and 600 switches. -Conducted wireless surveys using Ekahau Sidekick 2 and Ekahau AI Pro to help diagnose wireless issue root causation. - Installed, configured, and updated network hardware and software, including switches, firewalls, and access points. - Worked closely with other IT staff and departmental managers to ensure that network services met their needs and requirements. - Provided technical support and troubleshooting assistance to users, both on-site and remotely, resolving issues quickly and efficiently. - Conducted regular network audits to assess the network's performance, identify areas for improvement, and develop strategies to enhance efficiency and reliability. - Maintained accurate and up-to-date documentation of the network's architecture, configurations, and policies, ensuring that it was accessible to relevant stakeholders. - Participated in the evaluation and selection of new network technologies, tools, and services, keeping up to date with industry developments and best practices. - Provided training and guidance to other IT staff and users on network-related topics, such as security, protocols, and procedures. - Conducted and participated in investigations of security incidents and provided resolutions based on alerts and events provided by security dashboards ranging from a Security Information and Event Management (SIEM) system to vulnerability scans. - Implemented, administered, and supported security systems to include host endpoint protection, data loss prevention, and vulnerability management. - Reviewed and analyzed log data from various network and security devices.

This position is responsible for maintaining infrastructure uptime and improving customers’ computing experiences through effective maintenance, problem identification and resolution activities, as well as growing and developing the organization’s perception with existing customers through exceptional customer service. Candidates must be energetic and focused with a strong motivation to learn modern technologies and maintenance processes. This position requires dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service. The NOC Engineer will work to resolve customer impacting network outages and critical client issues-Monitor, analyze, and resolve network and system issues-Provide comprehensive technical support services to the entire organization’s clientele-Achieve First Time Response goals on all client (250+ clients) critical issues-Prioritizing, troubleshooting, and escalating issues that have SLAs (Service Level Agreements) that need to be met-Basic domain functionality experience with Active Directory functionalities, Group Policy, DNS, and DHCP-Ability to assess, prioritize, respond, and escalate issues accordingly-Follow documented procedures to record issue resolution to ensure client satisfaction-Understand and work within established Service Level Agreements (SLA) to ensure timely response-Provide high quality customer service and network related technical support with an emphasis on issue resolution and quality-Troubleshooting issues in switches, routers, firewalls, and wireless solutions-Basic level experience in managing virtualized platforms such as VMWare, AWS, Azure-Must be comfortable with and troubleshooting Cisco network operation systems including IOS, ASA, and Wireless-Continue to improve technical knowledge through on-going training and certifications-Contribute with the continuous improvement progress of the NOC team

Provided high quality phone, ticketing, email and remote technical support to the company’s customers and business partners for 7 different software solutions. Aided end users in combating the perils of ransomware, trojans, and various insidious forms of malware that posed a threat to their systems. Troubleshooted connection issues with the server by first isolating the issue to a specific OSI layer and then troubleshoot the connection accordingly. Also assisted with programs being blocked by the firewall by adjusting the network profile, application rules, packet rules etc. Remained current on new developments and changes through ongoing circular, e-mail, and manual review. Attended training updates as required. Received employee of the month for May and October 2021. Also, received employee of the quarter for Q3 2021, with 240 closed cases, 97% average customer survey score, and 100% on quality analyst scoring. Use appropriate communication skills and questioning techniques to assess customer needs in a timely manner.Be committed to “being there” for customers and share dedication in striving to deliver world class technical & customer support and first call resolution!Provide follow-up customer contact to ensure satisfactory resolution of incidentsCo-operate with other members of the technical support team, sales team and other departmentsWork closely with team members and Sales Engineers to identify bugs and report issues using internal systems and policies.Consult on-line web tool, computerized database, manuals, circulars or internal resources for information on resolution procedures.Ability to recognize when escalation is necessary. Escalate cases properly through established procedures.Remain current on new developments and changes through ongoing circular, e-mail, and manual review. Attend training updates as required.

Provided excellent customer service, technical troubleshooting, and problem resolution while engaging approximately 30 different customers each day. Updated software, operating systems, and firmware on Apple devices to ensure optimal performance and compatibility, enhancing user experience. Restored devices from backups, enabling users to recover lost or damaged data, safeguarding their valuable information. Troubleshot Wi-Fi connection issues on Apple devices, employing effective troubleshooting techniques to restore reliable network connectivity for users. Top 1% of Apple Advisors scored based on customer surveys and number of cases closed

Reduced delinquency each month through filing eviction and following up with delinquent residents. Generated and filled out reports needed by the property managers and ownersManaged leasing professionals and ensured they were prioritizing the correct tasks.

To be a leasing professional means you are responsible for marketing, leasing, and handling every aspect of the resident life cycle. This means you are vital to a property's success. To be a leasing professional at Greystar mean you do all of these tasks beyond expectations.-I was leasing professional at 2 different properties--Whitehall Estates and Stone Ridge Apartments-I actively updated social media outlets on daily basis to increase outreach to potential prospects.-I planned 8 different resident events for both properties in the two months since I've started.-I worked closely with team members so that our properties' can thrive-I connected potential resident's needs with what our community offers so that they can see the value of living in our community.-I completed as many follow-ups as possible in between tasks-I ensured that I greeted everyone with a smile even when I'm under pressure

Responsible for 100% satisfied customers on days where our profits were $50,000. I was part of the small team that helped our store manifest its first $1 million month in sales. I did this by consistently making sure all items were in stock, practicing my sales ability, and helping customers locate items. I regularly provide excellent customer service on days where I would ring up 400+ customers. I endeavor to increase sales by 25% per customer by recommending my favorite products to them. 90% of the time I make a recommendation; the customer trusts me and buys the product. I organize back stock for grocery, cooler, and freezer items. My ability to prioritize is constantly needed so that I can get the most important tasks done first, and then the smaller things done later.

-Responsible for the satisfaction of large parties of up to 16 people. This required me to organize my order tickets, and prioritize which courses of the meal were to be delivered first. -Ensured effective communication between my team on nights where our sales volume were $15,000.-Practiced sales ability by up-selling the customer's order or by targeting the sales of a new menu item.-Paid attention to details. I endeavored to make sure a customer's order was 100% correct the first time I brought it out to them.