Dushan Duvnjak Email & Phone Number

Milwaukee, Wisconsin, United States

Provide exceptional technical support, customer service to over 250 employees. Provide prompt troubleshooting and triaging of customer issues. Maintenance and management of various network infrastructure systems including Vonage VoIP services, VMware servers, email and endpoint security using Mimecast, SentinelOne and Malwarebytes. Monitor and respond to help desk requests in a timely fashion. Provide O365 and Active Directory administration for new user account setup and onboarding, software and hardware support, laptop builds, mobile device provisioning. Participating in various projects. Assist in ongoing documentation of procedures and standards. Part of on-call rotation. •Setup and built over 20 laptops for existing and new employees, including four VP’s. Performed onboarding and orientation. •Assumed role of primary contact for Malwarebytes administration. •Initiated documentation re-organization project to categorize procedures as customer-facing and IT-facing documents. Edited and/or created 13 documents so far.•Participated in network solution with vendor after “honeypot” accounts were locked due to brute-force phishing attack. Assisted in implementing a rule to the firewall ACL.

Provided Tier 2 support to Tier 1, Field customers. Resolved complex network issues for Siemens, Genband and Ericsson switch technologies. Ensured availability and operations of the network. Participated in on-call rotation, responded to emergencies during off hours. Managed relationships with Tier 3, vendors, outside clients. Drove team efficiencies, process improvements through detailed reports and automation. Created procedures and documentation.•Directed automation project of two frequently occurring Ericsson alarms. Worked closely with NMA scripters, Tier 3, management. Reduced faults by 88% and 50% respectively. Earned area manager commendation, assumed control of Ericsson automation. •Supported Senior Manager in Siemens commlink verification project. Consolidated channel data in spreadsheets, assigned verification work to 2 Technicians. Completed verification for all switches in 8 states. •Directed I/O Siemens switch port verification project for over 30 Michigan offices. Coordinated with field technicians, outside departments to verify working ports. Submitted updated port information to Area Manager by deadline.•Conducted Ericsson training project for newly acquired technicians. Created evaluation exam, provided guidance. Graded exams to measure training effectiveness; average score was 94%.•After center closure, took initiative to convert three outdated websites into one easily accessible and updated site. Won team and area manager approval.•In response to regional 911 outage and new leadership team requirements, created process to access the E911 dashboard and verify PSAP-serving offices in the event of future outages. •Worked with internal stakeholders, delivered business case for Ericsson scripting resulting in a 45% reduction of manual intervention, or 180 man hours saved. •Met center goal of increasing efficiencies. Started project to convert all ISO processes to Microsoft SharePoint files. Created over 50 Ericsson documents.

Milwaukee, Wi

Performed Tier 1 hardware support for Siemens, Genband and Ericsson switch technologies. Utilized various PC-based programs, ISO certified procedures, vendor documents to provide prompt trouble resolution. • Trained directly with Tier 2 support managers, attended on-site training courses in 2011. Quickly adapted to begin providing 24 x 7 support in 2012. • Monitored four separate ticketing databases in order to resolve system faults, coordinated with field technicians, outside departments. Prioritized critical troubles in order to meet target of 168-hour resolution.

Southeastern Wisconsin

Conducted installation, maintenance and testing of subscriber, network transport, and power equipment. Managed workload for multiple central offices in the Metro Milwaukee, Racine, Kenosha and Lake Geneva areas. Prioritized workloads according to critical dates, work types. • Trained with top technicians, quickly applied skills to install and troubleshoot various transport elements including: T1, T3, OC-n circuits; Adtran repeaters; Fujitsu, Flashwave, Alcatel multiplexors; Juniper and Cisco routers. •Assisted in building network infrastructure by overseeing turn-up, acceptance test procedures for the Alcatel 7330 IP DSL multiplexer in multiple central offices. Worked closely with engineering team, sent completion reports to project engineer.

Milwaukee, Wi

Provided wholesale telephone carriers with prompt trouble resolution for POTS and DS0 circuits at the Milwaukee, WI Local Operations Center. •Used multiple internal computer programs to troubleshoot and test in order to process trouble reports. •Handled multiple customer escalations and expedited reports. •Cross-trained with the provisioning department where service orders were processed and completed by working with the local service center, various central offices.

Greater Milwaukee Area

Worked independently on various projects under the supervision of senior engineers in the Electric Distribution Operations business unit. •Presented conferences/meetings to supervising engineers and other management personnel on project status. Projects included capacitor bank maintenance, 8 kV feeder study, cable ratings, load factor analysis, distribution system renewal.

Nanodegree, Data Foundations

Skills obtained: descriptive statistics, data analysis and visualization using Excel, SQL query language, Tableau visualization software.

Cisco Ccna Boot Camp (Icnd1 Plus Icnd2) V2.0, Ip Networking And Protocols, Successfully Completed Accelerated Week-Long Course.

Subjects included: Network topologies, TCP/IP & OSI models, IPv4 subnetting, VLAN’s, RIP, BGP, EIGRP & OSPF routing protocols, ACL’s.

Bachelor'S Degree, Electrical And Computer Engineering

Activities and Societies: Pi Mu Epsilon National Mathematics Society, Wisconsin Alpha chapter, 1999-2001.* Fields of study.