Paul Lattanzi Email & Phone Number

• As part of the NOC I was responsible for maintaining the NIH network, over 3,000 network devices in approximately 150 buildings on the NIH campus and off campus locations, supporting over 40,000 users.
• Configured and installed hardware in response to network outages, Cisco switches and wireless access points, line cards and power supplies.
• Monitored the network through network management software, Monolith, Netcool and Opsware.
• Performed wireless surveys with inSSIDer, adjusted AP’s and shut down rouge AP’s to improve coverage.
• Managed layer one issues, fiber and copper using Fluke Etherscope, also tested and troubleshot GBIC’s and SFP’s
• Fulfilled block and unblock requests by updating extended access lists, added and removed DHCP helper addresses.

• Provided solutions for customer issues related to email clients, Blackberries and remote access. Worked with a focus of minimizing the time spent resolving issues and making sure the customer was provided with a long.
• Developed informational guides for our knowledge management site and reviewed the articles of other submitters.
• Researched networking and exchange disruptions to get them resolved in a timely manner.
• Evaluated service tickets and created SOPs process changes to improve the helpdesk procedure.
• Worked with Continuity Assurance Group to ensure issues that affected large user groups were broadcast to affected users and other support groups.

Responded to customer calls and record pertinent information in remedy.Created Remedy tickets from emails and web submissions. Supported and walked users through common issues with MS Office, Windows and Mac OS. Assessed customer issues, documented, triaged and escalate tickets I could not resolve myself.

Education record

Education record