• Provided CTAC an inner department escalation point to assist with customer related network, VoIP, content filtering, firewalls, and video issues. • Provided customer support to various products, Internet Access, WAN, VoIP, DNS, Firewall, Email and Email filtering, SDWAN, VPN, Content Filtering, WiFi and video teleconferencing products. • Worked with CTAC management and ASMs to provide customers with quick resolutions when an immediate escalation was needed. • Worked through the CTAC back log to reduce the number of aging tickets by either assisting the ticket owner or taking over tickets to resolve with the customer. • Aided and guided customers who needed to redesign their IP networks, which they had outgrown. Also, reconfigured ENA gear, including various routing protocols for the new IP networks. • Worked with technical and non-technical customers to resolve network issues related to their network hardware. • Quickly identified individual customer connectivity issues, as well as customers impacted by a large-scale service impact. Worked with customers, vendors and internal ENA resources to resolve. • Conducted customer activations by taking new designs and implementing them for new customers and existing customers. • Assisted Network Engineering and Network Architecture departments with POP and Platform maintenances • Worked with and troubleshooting various Cisco routing/switching platforms to include ASR-9k, Nexus9k, ASR920, 3750, ME3400, 2800 Series and software IOS, IOS-XE, IOS-XR, and NX-OS • Supported Cisco ASA and Fortinet Firewalls • Configured and Troubleshooting of OSPF, BGP, and EIGRP within customer’s Internet Access service and WAN services.

• Troubleshot network issues using Meraki Dashboard, SolarWinds, and Cisco CLI • Worked to replace Cisco switches and UPS that were damaged after a roof leak • Implemented Cisco ISE configuration at nine manufacturing locations

• Provided customers with first and second level network connectivity support for the WAN and Internet connections.• Assisted customers with troubleshooting network connectivity issues: routing, ACL's, Firewalls, customer wireless, DNS, VoIP, and other technologies customer may be utilizing.• Completed requests from customer involving changes to routers, switches, firewalls, DNS records, and e-mail accounts.• Provided support for ENA Video services including ENA Live and VTC equipment deployed at customer sites. • Managed 260 Cisco, Polycom, and Tandberg VTC units via Cisco TMS, including software updates, phonebooks, and templates.• Transitioned VTC units for customers on to the ENA footprint. Transitions consisted of helping customer prepare their networks and make routing changes within the ENA network to support the VTC units.• Quickly identified customer connectivity issues as to an ENA issue, Customer issue, or vendor issue and assisted customers with resolution.• Worked with network vendors to isolate and resolve customer connectivity issues on fiber, T1, and DS3 connections.

• Planned, Configured, and supervised the installation of six tactical networks to support VoIP and Data during field exercises in Yuma, Arizona. Utilizing Cisco 3750 switches, VLAN's, fiber optic cable, and EIGRP routing.• Trained 15 junior Marines on the basics of networking: subnetting, VLANs, static routing, RIP, EIGRP.• Hand selected to act as the Communications Chief during a field exercise at Yuma, Arizona, from April 2010 to May 2010, ensuring all radio, telephone, and data communication service requirements were met.• Deployed to Al Asad, Iraq for eleven months to perform the duties of the Data Chief to include managing fourteen Marines, planning and supervising the installation of new infrastructure to work spaces, troubleshooting workstations, and managing the Squadron Share Point webpage.

• Assumed the duties of the Defense Messaging Systems (DMS) Chief, managing three DMS servers, controlling four classified fortezza cards, and conducting training for the authorized message releasers for the Division on how to properly operate the Defense Messaging System.• Deployed to Camp Blue Diamond, Iraq as the DMS Chief, releasing all DMS Messages for the Commanding General and his staff, while also working customer support for the Division Headquarters.• Provided end user support for the 1st Marine Division Commanding General and his senior staff to ensure all classified and unclassified network resources and BlackBerry services were operational.• Assisted in the management of five classified network servers to include Microsoft Exchange, DNS Domain Controllers, and File Servers.• Assisted in the implementation of a backup server using a NetApp FAS250 and Veritas Software.• Conducted monthly updates on over ninety Division classified computers and eight Windows based servers.