Career Profile
I’ve spent the last six years specializing in support for residential and small commercial networks using the OSI model to determine best course of action when diagnosing technical issues. Troubleshooting subjects include a wide variety of network fundamentals including L2/L3 switches, DHCP, DNS, VPN (PPTP, OpenVPN, IPSec), Wireless/802.11, and IGMP.
Experiences
▪ Subject matter expert for networking team and provided information to Tier 1 to prevent calls going to Tier 2 ▪ Provided key feedback to development team on feature requests and bugs using Confluence and Jira ▪ Used more advanced troubleshooting techniques with command line and Wireshark packet captures to watch network activity ▪ Facilitated training and support for new technicians on our systems. Authored technical articles for support and clients to reference ▪ Assisted with escalation case overflow and beta tested new product lines
▪ Provided networking technical support via phone, email, and live chat utilizing Salesforce for case and RMA tracking ▪ Used OSI model to determine best course of action for small and large-scale network deployments ▪ Assisted in layer 2 and 3 switch configuration, troubleshooting various connectivity issues ▪ Utilized remote monitoring platforms to prevent on-site truck rolls. ▪ Educated 100+ technicians per week on best network, wireless, and security practices to minimize the need to return to the site
Certifications
CSCO13302156
CSCO13302156