Delivering Lenovo's best-in-class warranty support to Lenovo’s customers, resolving technical issues beyond the standard level one support others provide.

IT support for Freudenberg Performance Materials, Durham, NC

Eyeglass World 2018 to 2021America's Best 2016 to 2018Lenscrafters 2015 to 2016Optical Student - Durham Technical Community College (cum laude) 2013- 2015

Member of the Service Provider Network Analytics team, supporting dedicated accountsInvestigate technical problems regarding eHealth applications to determine the root causeResearch and answer customer questions regarding eHealthProvide other front-end technical support activitiesCommunicate analysis through Jira ticketing system and other information systemsWork with customers to verify applied fixesCoordinate ownership of technical support issue escalationEscalate customer issues to Platform Administrators or Operations ManagementPerform eHealth problem recreations, verifications and resolutionsProvide detailed, concise, and timely follow up communication to customers

Riverbed configuration and supportMoves, Adds, Changes, Deletes on Cisco RoutersFrame Relay servicesresolve service equality issues"Occasionally, the most experienced of engineers need to be reminded of the importance of change management, especially when the network topology depends upon static routing."Highlight: resolving an interesting problem preventing a new Cisco WAP from being installed at a resort.

Information technologies infrastructure analyst. Subject matter expert on:Juniper IVE VPN appliance (internal and client-facing)Juniper WAN acceleration appliancesRiverbed WAN acceleration appliancesJuniper Load Balancer appliancesSolarWinds Network Management applicationOpNet Performance Management ApplianceWireshark Protocol Analysis applicationHighlight: Being asked to explain Invalid ARP responses in root switch and educating the managers on the surprising source of the anomaly.

Networking Consultant @ Verizon Business Software testing of the SNM logical provisioning application. Develop and execute test plans, test procedures, and test cases based on client requirements. Analyze, design and document interface control in accordance with accepted testing methodologies.Highlight: Custom crafted script to alert managers of configuration changes in hardware devoted to regression testing

Proactive fault management of Cisco devices using SNMP platform and providing vendor management and life cycle support.My clients AMP, AOL / Time Warner, BMW, AIG, Nissan, JP Morgan, ICI (Glidden), Chicago Merchantile, Clorox, Pepsi and moreHighlight: The closest I have been to white-hat hacking to resolve a problem with a supposedly locked-down Catalyst switch.

ADSL TAC lab managerHighlight: custom crafting a method to remotely keep an eye on technical support lab equipment to guard against hijacking of resources for unauthorized allocation.

Installed and maintained Bay hubs and Cisco Switches, and resolved problems with SNMP management agents in Cisco switches and Bay hubs, ensuring connectivity with monitoring platform.Highlight: Identifying and correcting a strange traffic reporting problem on Catalyst switch trunk ports.

managed network services in support of dedicated Merrill Lynch TGA global network infrastructureHighlight: Taking lead to resolve the unsolvable problem with ISDN point-to-point IP address assignments.

customer technical support for network hardware manufacturerHighlight: My first foray into protocol analysis.

enterprise network infrastructure support for municipal client baseinstallation and repair of microcomputers, MAUs, hubs, routers, cabling plants (STP, UTP, multi-mode)point person for keeping infrastructure for Internet connectivity between municipalities in checkHighlight: Earning a merit raise for quick thinking during a high-visibility outage.

repair and support of personal computers, printers, and software in a retail environmentlead technician on our contract with City of JacksonvilleHighlight: Testing out of Apple's repair curriculum for Apple II and Macintosh computers.