The Network Support Engineer II (NSE II) is a seasoned and experienced Enterprise Support professional who provides remote technical assistance on F5 solutions to internal and external customers and F5 partners. NSE II’s handle multiple active cases of diverse scope where analysis of customer network environments and customer specific data requires a review of identifiable factors to arrive at a conclusion which can work around, restore or resolve the customer’s problem. NSE II’s aim to keep customer’s satisfied. They exercise solid judgment within an ISO certified Quality Management System set of defined procedures in order to select the best methods amongst several possible methods and techniques, to build a plan of action and take appropriate action. NSE II’s receive little day to day instructions on their work, and general instructions on new projects or assignments. Work hours are scheduled shifts corresponding to forecasted customer activity. NSE II’s are proficient with a number of troubleshooting tools and equipment in the course of providing resolutions to cases. They network with senior internal and external personnel and build strong working relationships internally, to their peers, Escalation Engineers, and Managers, or related F5 departments and externally, to customers and partners. NSE II’s provide communication to our customers, by phone, email and/or webex, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction.

1) Worked with various clients in many fields to maintain their network2) Setup, configured, and troubleshoot workstations3) Setup, configured and maintained networks running Windows Server 2008 and 20124) Setup and configured Microsoft Exchange5) Setup, configured, installed, and performed troubleshooting on Dell WTOS and Windows 7 Embedded Thin Clients6) Experienced with Encite EHR and AdvanceMD Practice Management Software7) Configured, setup, and performed troubleshooting on various switches to include Cisco 6513 and 29608) Worked with Toshiba VOIP phone system

1) Reviewed and managed Service Manager Application requests (tickets) daily to provide solutions to customer's requests.2) Used Cisco Unified Communications Manager, Cisco Unity Connection to provide VoIP system support for moves, additions, changes, troubleshooting, and repair to the customer's equipment.3) Performed network switch port recovery as needed.4)Troubleshot and resolved switch connectivity issues.5) Unpacked, inventoried, and prepared fixed asset tracking forms and configured network equipment.6) Installed and recovered network switching, routing, wireless and voice equipment in all city facilities.7) Mapped, identified and documented 1008 port locations for the switch refresh from Cisco 6513's to 3850's.9) Updated Emergency 911 location information for the Cisco Emergency Responder configuration.10) Participated in Network group meetings as needed.11) Researched the information needed to convert all switches from TACACS to RADIUS for the city upgrade from ACS to ISE. Then built the configurations and made all applicable configuration changes to switches and Cisco Access Control Servers (ACS). This was for both layer 2 and layer 3 switches and involved learning basic levels of VPN Forwarding/Routing (VRF) to update the layer 3 switches.12) Configured UPS's for city Stoplights.13) Researched and quantified the BTU output levels for the Cooling Upgrade for the Switch and Router Room. This entailed finding the math formula and using it for equipment that is no longer supported by Cisco to obtain the BTU rating.14) Worked with all levels of city staff including the Mayor, City Council, Department Directors, and city employees.15) Modified configurations on Cisco 2950, 3560, 2600, 6500 series, 3850, 2960, and other switches and routers using IOS commands.

1) Provided excellent customer service.2) Maintained inventory.3) Sold items to meet the needs and wants of customers. In so doing I increased sales over 17% compared the previous year.4) Provided technical assistance to customers in both the plumbing and flooring departments.5) Created displays to properly show the advantages of products offered by Lowe's.

1) Built over 700 rack servers using APC and Dell equipment for Wachovia Investments (now Wells Fargo)2) Traveled throughout the United States to transport, breakdown, package, install, assemble, troubleshoot, and inventory computer systems.3) Coordinated with other professions involved with the setup of computers and servers for use by stockbrokers.