Ian Mcfadden Email and Phone Number

● Performed troubleshooting of circuits in Cisco routers and devices connected to Cisco switches for enterprise clients● Discovered a bug in the Cisco WLC firmware being used by an enterprise client causing access points to not join the controller • Client upgraded their firmware to all WLCs in their infrastructure to resolve the issue● Received the Customer 1st award for outstanding service to clients● Tasks included but were not limited to • Reconfigure switch ports for connected devices if needed • Reconfigure router interfaces with new IP address information • Update ACL entries as needed • Update static routing entries in network devices when needed • Validate whitelist firewall entries in Fortigate firewalls • Verify policies in Fortigate firewalls were correct • Correcting or updating device configuration to restore services● Work with retail personnel to perform basic troubleshooting in an attempt to resolve issues and restore services before the need to dispatch a technician for advanced troubleshooting.● Worked with technicians on site to troubleshoot and replace network devices if deemed necessary including the following • Cisco routers and switches • Cisco access points • Cisco ASA firewalls • Fortinet firewalls

● Answered phones acting as a first point of contact for customers● Entered tickets into ticketing system for clients● Acted as first point of troubleshooting for multiple enterprise clients with over 1000 locations • Worked with ISPs to troubleshoot and restore circuits for clients • Worked with technicians on site to troubleshoot issues with network devices before escalating to tier II● Technologies routinely worked with include • Cisco routers and switches • Cisco access points and WLCs • T1 MPLS WAN circuits • Cisco ISE