Ethan Oxendine Email & Phone Number

Charlotte, North Carolina, United States

• Outlined resolutions and provided proactive updates regarding technical issues to both customers and team members.• Maintained close collaboration with the Level 3 engineer team to remain up-to-date on emerging technology trends and information technology concepts.• Facilitated collaboration among customers and teammates to identify areas for improvement in capabilities and processes.• Demonstrated a strong sense of urgency and ownership in resolving customer requests and incidents.• Implemented various VPN configurations for customers, encompassing policy-based, route-based, SSL, site-to-site, and hub-and-spoke setups.• Coordinated with Data Center technicians to ensure accurate configuration of customer cross-connects, routing and switching, and Data Center Interconnects (DCI).• Created comprehensive training materials for team members and hosted informative lunch and learn sessions.Utilized troubleshooting techniques across a range of server, application, and network technologies, including but not limited to:• Remote Desktop, SSH, FTP• Microsoft Server Technologies• VMWare and other virtualization technologies• Linux (or other UNIX platforms)• VLANs, ACLs, IP subnets• Networking and Switching concepts• Load Balancing• Firewall Configuration (FortiGate, Cisco ASA)

Charlotte, North Carolina, United States

• Performed initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets.• Documented resolution and proactive status updates to technical issues clearly for customers and team members• Worked closely with our Level 2 support team to stay current on technology trends and information technology conceptsPerformed troubleshooting techniques across various server, application, and network technologies including:• Remote Desktop, SSH, FTP• Microsoft Server Technologies• VMWare and/or other virtualization technologies• Linux (or other nix platforms)• VLANs, ACLs, IP subnets• Networking and Switching concepts• Load Balancing• Firewall Configuration (Fortigate, Cisco ASA)

• Provided Tier 1 IT support to non-technical internal users through desk side support services.• Used ticketing systems to manage and process support actions and requests.• Conducted in-depth product and issue resolution research to address customer concerns.• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.• Identified and solved technical issues using variety of diagnostic tools and tactics.

• Load software, grant permissions, and configure hardware for new employees as part of onboarding process.• Configure hardware, devices, and software to set up workstations for employees.• Break down and evaluate user problems, with personal expertise and probing questions.• Patch software and install new versions to eliminate security problems and protect data.• Define and document technical support best practices for Apple and Windows technologies.• Install, modify, and repair software and hardware to resolve technical issues.

Bachelor Of Science - Bs, Cybersecurity And Information Assurance

Information Technology Security And Administration