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Network Support Generalist Resume Example

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NETWORK SUPPORT GENERALIST
Summary

Technical, Network or Help Desk Support Rep / Specialist, proficient in the administration and management of multi-site, multi-operating system networks. Highly regarded by customers for focused, clear communication skills, and ability to effectively collaborate, assess needs, and deliver creative, appropriate solutions. Strong problem solving skills driven by an analytical, attention-to-detail approach. Comfortable handling numerous tasks simultaneously in a high pressured, demanding environment. Eagerly willing to learn and accept new technical challenges for self-development and continuous improvement. Fluent in French.

Highlights
  • Cisco, HP, and Dell routers and switches, Motorola Dslams, Cisco and Ruckus wireless access points, ARRIS CMTS units, Unix FreeBSD, Freedom vision and Nomadix server systems.
  • Experience with Fatpipe and Elfiq load balancers and What's Up Gold network monitoring system.
  • Experience with TCP/IP, UDP, DHCP, DNS, VLAN, VPN, VTP, STP, NAT protocols.
  • Working knowledge of EIGRP, OSPF, BGP, ACL, and Frame Relay protocols.
  • Used Salesforce, Freedom Vision and Clarify ticketing systems.
Experience
Network Support Generalist
May 2011 to September 2014SONIFI Solutions (Formerly Lodgenet Interactive) － Atlanta, Georgia
  • Provided network administrative support for over 1500 hospitality properties nationwide, in Canada and Mexico.
  • Monitored, maintained, and configured Nomadix and Unix FreeBSD internet servers.
  • Responsible for monitoring all network equipment and immediately responding to all alerts.
  • Engaged in troubleshooting with Field Service Technicians to identify and resolve network outages.
  • Responsible for ordering and configuring replacement equipment.
  • Reviewed newly installed networks to ensure proper configuration according to company standards.
  • Performed ISP circuit conversions for hotels to increase network bandwidth speed.
  • Coordinated with various internal departments including Field Services, Account Management, and Network Installations teams to meet all the technical needs of our clients.
  • Engaged in joint troubleshooting efforts with multiple PMS and ISP vendors to resolve network outages.
  • As the afternoon shift lead specialist, I handled top priority escalations and maintained our company's Customer Service Level Agreement.
  • Engaged in a Service Retention project with the purpose of reviewing outstanding issues and network equipment.
  • Based on my review, I would recommend new network solutions to the hospitality managers.
  • Completed a network clean-up project which involved troubleshooting and replacing damaged hotel equipment and updating our network monitoring systems to accurately reflect all network changes.
Desktop Support
May 2009 to February 2011Philips Consumer Electronics North America － Alpharetta, Georgia
  • Responsibilities included answering help desk questions, providing over the phone assistance to staff members, and documenting reports of service calls.
  • Performed diagnostics and troubleshooting of system issues and blackberry's Performed support to over 120 employee computers in person and remotely.
  • Documented help desk tickets/resolutions Supported as necessary on a 24/7 rotating basis to limit system down time or outages.
Help Desk Support - Tier II
June 2006 to March 2009Lodgenet Interactive (Fomerly StayOnline Inc)
  • Provided quality network and communications solutions to the hospitality industry (hotels), including wired and wireless HSIA services, and conference technology.
  • Provided 24/7 support, monitoring services for customers in the United States, Mexico and Canada.
  • Troubleshot issues related to network hardware and software, utilizing all online/remote resources/tools to diagnose customer issues for resolution.
  • Troubleshot wireless connections on personal laptops, network server issues and provided escalation to systems support.
  • Entered detail documentation of problems, tracked, and followed up on escalated tickets.
  • Kept aware of possible trends which developed and reported these findings to managers for tracking, and updated knowledge base Stayed current with email notification regarding network issues, and monitored sites via web-based monitoring software.
  • Was part of the strategic bilingual network support group "Hotel Direct", for quick resolution of network outages.
Education
B.S : Electrical Engineer, 2003New York Institute of Technology － New York, NYElectrical Engineer Junior class) New Horizons - MCSE and A+. 1999 - 2000
Skills
A+, Account Management, administrative support, BGP, Cisco, Clarify, clients, Customer Service, Dell, DHCP, documentation, DNS, EIGRP, email, Frame Relay, FreeBSD, help desk, HP, ISP, laptops, access, MCSE, 2000, Motorola, network hardware, network support, Network, networks, OSPF, protocols, quality, quick, routers, servers, strategic, switches, TCP/IP, systems support, phone, troubleshooting, Unix, VPN, vision
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Resume Overview

Companies Worked For:

  • SONIFI Solutions (Formerly Lodgenet Interactive)
  • Philips Consumer Electronics North America
  • Lodgenet Interactive (Fomerly StayOnline Inc)

School Attended

  • New York Institute of Technology

Job Titles Held:

  • Network Support Generalist
  • Desktop Support
  • Help Desk Support - Tier II

Degrees

  • B.S : Electrical Engineer , 2003

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