Resume Summary
Dynamic and detail-oriented IT Engineer with 4 years of hands-on experience in network operations, technical support, and cloud technologies. Proven ability to manage and troubleshoot complex network environments for high-profile clients, including emergency services, healthcare, and government facilities. Skilled in diagnosing and resolving technical issues, optimizing system performance, and collaborating with cross-functional teams. Holds advanced training and certifications in Cisco networking and AWS cloud solutions. Recognized for strong analytical skills, adaptability, and a commitment to delivering reliable IT solutions in fast-paced environments.
Work Experience
09/2021 – PRESENT | Raleigh, NC, United States
T1.5 NOC Engineer
AT&T
- 24/7/365 NOC operations supporting routing and switching, monitoring customer WAN/LAN connectivity using SSH access, SNMP-based monitoring, and TCP/IP command-line diagnostics.
- Proactively monitor/ticket triage to resolution 1200+ network devices for 911 centers, hospitals, education centers and government facilities
- Monitored customer route/switch networks via internal monitoring platforms (MRS, MIS)
- Troubleshooting for VOIP and IP FLEX
- Triage initial alarms and assign the incident to the appropriate priority and queue
- Receive Incoming calls and tickets from Customer help desk and other affiliates
- Validate accurate/complete incident information from end customer
- Initial troubleshooting of customer networks, bandwidth utilization, and key performance metrics across T1, DS3, and OC3 circuits, as well as SIP-based voice services.
- Assigned complex incidents to Tier II & Tier III within defined Service Levels, following Proper escalation procedures
- Referred non-Data related incidents back to Customer Service Desk or to the appropriate support team
- Strictly adhered to defined processes for meaningful ticket updates and correct notes
- Tools: PuTTY, RDP, SSH
07/2021 – 09/2021 | Durham, NC, United States
Network Support Engineer
CISCO
- WLAN connectivity support for 200+ concert venue infrastructures on the East Coast
- Addressing and clearly communicating network equipment issues on-site with field technicians and maintaining their schedules as well as providing technical support to production teams as and when needed
- Monitoring 50-60+ ATT and Verizon networks via Meraki, SDWAN and ServiceNow
- Working on daily service tickets while performing enterprise wireless deployments as well as documenting all incoming calls and maintaining logs of technical issues addressed and resolved as required
- Triage initial alarms and assign the incident to the appropriate priority and queue
- Validate accurate/complete incident information from end customer
- Assigned complex incidents to Level 2 & 3 within defined Service Level
- Referred non-Data related incidents back to Customer Service Desk or to the appropriate support team
- Strictly adhered to defined processes for meaningful ticket updates and correct notes
- JIRA management, CISCO Prime, WLC/AP troubleshooting, configuring, and dispatching
Education
08/2013 – Anticipated | Greensboro, NC, United States
Computer Science
North Carolina A&T State University
Professional Training
- Cisco CCNA 200-301 Course Training by Neil Anderson
- Introduction to Cloud Computing on AWS by Neal Davis
- Ultimate AWS Certified Solutions Architect Associate SAA – C03 by Stephane Maarek
Skills
- Windows
- AI
- AWS
- Virtual Machines
- JavaScript
- HTML
- CSS
- Cisco
- Juniper
- Route/Switch
Strengths
- Action oriented
- Analytical
- Critical thinking
- Learning Agility
- Multitasking
- Problem-solving
- Responsibility
- Team-Oriented
- Communication
References
-
Kris Davis
Senior Technical Resource Manager/Specialist, AT&T
kd645w@att.com
(919) 618-5210 -
Robert Thomas
Tier II NOC Engineer, AT&T
rt5416@att.com
(813) 748-1207 -
Brent Spivey
Technical Engineer, NetApp
bspivey@netapp.com
(919) 527-9607