SUMMARY

Certified IT professional with a master’s degree in Information Technology and 3 years of experience in a network operations environment, systems reliability, and cybersecurity. Skilled in SIEM tools like Splunk, firewall management, VPLS set up, VLAN routing, and network troubleshooting within high-availability ISP environments. Adept at triaging complex security incidents, supporting secure infrastructure, and contributing to compliance with regulatory frameworks such as NIST. Known for proactive troubleshooting, rapid adaptability, and cross-functional collaboration in fast-paced, mission-critical settings. Skilled in balancing diverse tasks through effective time management and structured planning.

PROFESSIONAL EXPERIENCE

Chattanooga, TN 2022 – Present

Network Operations Engineer                                             2023 – Present

NOC Engineers perform quality control and routine health checks to ensure core equipment and fiber optic services remain reliable. As a level 3 escalation resource, they also identify improvements for monitoring and provisioning network elements. 

• Collaborate with teams to serve as an escalation point for network infrastructure issues, including VPLS connectivity, and firewall rule changes. 

• Lead shift operations in a 24/7 NOC, efficiently triaging security incidents using SIEM tools including Splunk to maintain system integrity and reduce response times. 

• Designed and maintained Splunk dashboards and alerting to monitor network health, suspicious activity, and system performance. 

• Optimize GPON and XGS network performance, coordinating with cross-functional teams during planned and unplanned outages to ensure minimal service disruption and high network availability.

• Monitor and enhance network reliability through continuous performance analysis, capacity planning, and real-time alert response using observability tools like Splunk.

• Maintain firewall policies and configurations; provide tuning recommendations to reduce false positives. 

• Conduct an average of 24 comprehensive quality audits per month to guarantee accurate provisioning, ensuring customers receive contracted services, and uphold high service standards, driving continuous improvement in service delivery.

• Manage ticket tracking systems for issue resolution and network upgrade projects on Cisco and Juniper equipment, enhancing workflow efficiency, reducing resolution times through automated workflows, and ensuring timely completion of network projects while adhering to project management methodologies. 

• Author clear, concise, and standardized documentation (MOP’s) to address high-priority requests, enhancing team efficiency and reducing response times from hours to minutes.

• Deliver advanced troubleshooting and repair for commercial and residential internet, telephone, and video services ensuring minimal downtime and high customer satisfaction.

• Coordinate remote support for hardware installation and VPLS setup in a multisite business environment.

Senior Technician           2022 – 2023

The Senior Technician provides back-office technical support for complex services and serves as a level 2 escalation resource. They enhance company's operations by identifying improvements to systems and processes for network monitoring and customer support.

• Resolved high-priority network issues escalated from support teams, reducing follow-up incidents and improving customer satisfaction through timely, effective troubleshooting and solutions.

• Implement network changes to support hybrid environments using VLAN segmentation and traffic shaping. 

• Coached field technicians on advanced troubleshooting techniques, reducing repeat trips and saving an average of $300 per trip, contributing to significant cost savings and increased operational efficiency.

• Assisted field technicians while installing, upgrading, or maintaining customers’ service such as verifying Netgear routers are set up correctly and services are provisioned correctly via SOAP on to the ONT. 

• Performed Splunk searches to verify customer equipment ARPs and DHCP check-ins to resolve connectivity issues, ensure accurate network configurations and improve troubleshooting.

• Executed network configurations for commercial VoIP systems (HPBX), including managing secure access control and service provisioning via Metaview Web.

• Analyzed and corrected Facilities Management database circuits to resolve provisioning and data maintenance issues, improving system reliability, data accuracy, and operational efficiency.

• Handled multiple ticket tracking systems such as SimpleTicket, Salesforce ticketing, JIRA, Zendesk, and Zentrack to solve issues escalated by field technicians and technical support as well as track networking issues and upgrades. 

EDUCATION / CERTIFICATIONS

Master of Science, Information Technology 4.0

Kennesaw State University, Kennesaw, GA

Bachelor of Science, Information Technology       3.95

Kennesaw State University, Kennesaw, GA

Graduate Certificate in IT Security, Kennesaw State University            

Graduate Certificate in Enterprise IT Management, Kennesaw State University

CompTIA Network+

CompTIA Security+

CCNA     In progress

TECHNICAL SKILLS

• Security: Incident response, Firewall Rule Management, Endpoint protection

• Platforms: Cisco, Juniper, Netgear

• Tools: Splunk, Metaview, Salesforce, Plesk, Zendesk, Zentrack, Word, Excel, PowerPoint

• Protocols/Concepts: DHCP, BGP, VLAN,VPLS, MPLS, OSPF

• Compliance: Audit Readiness, Documentation, Security Hardening

• Languages: Python, Java, and Angular

• Systems: Linux and Windows

• Other: 12 years of customer service, 6 years managerial experience