• Managed network infrastructure using advanced tools and applications, including:SolarwindsSplunkNew Relic APMAmazon Web Services (AWS)Riverbed AternityAlgoSecCisco Digital Networking Architecture Center (DNAC)InfobloxZscaler• Upgraded IOS and NXOS of over 900 Cisco devices across multiple sites remotely, ensuring minimal downtime and seamless integration.• Developed and implemented Python scripts to automate routine processes, enhancing efficiency and allowing focus on critical and complex network issues.• Troubleshot and resolved numerous network outages, addressing issues related to servers, applications, and network routing.• Collaborated with cross-functional teams to maintain network stability and improve performance, ensuring optimal uptime and reliability.• Conducted regular network performance assessments and proactively identified potential issues, contributing to a robust and secure network environment.• Provided Tier 2 support for escalated network incidents, delivering prompt and effective solutions to maintain operational continuity.• Assisted with cutting sites over from using DMVPN to SD-WAN, to deliver a more resilient design and better operational network experience.

• Leverage charts and diagrams to describe network operation and train managers and colleagues in proper usage.• Create several reports of critical systems for management, enabling key decision making. • Partner with Tier 2.0 support on ongoing issues and assist with troubleshooting. • Generate and send notifications to our Critical Incident team on outages and maintenances that occurs. • Monitor NMS and several other tools to observe and mitigate future outages.

• Resolved a variety of technical user issues while providing high-quality, first-tier support, including utilizing the ticketing software to create tickets for calls.• Assisted with the unlocking of user's Active Directory accounts.• Managed issue resolution for diverse problems, handling the personal queue in a timely manner and conducting additional research as needed; issues included MS Office 365 Application issues, government system issues, or any general computer issue.• Gained experience in simulating and recreating user problems as needed to identify and deploy solutions; utilized Active Directory, MS Office 365 Applications, Cisco Webex, Cisco Anyconnect Secure Mobility Client.• Escalated issues to higher tier support for further trouble shooting.• Worked with MS Teams to communicate with other Tier 1 and Tier 2 agents to help provide quick resolutions for user's issues.