Organized and focused network engineer and with great customer service and technical skills vast experience in working with Catalyst and Nexus Cisco networking equipment. Great experience in direct customer support in LAN and WAN environments including on site installs as well as remote support.
Support Duties were continued in the same fashion with BJC Healthcare hospitals but working as a contracted Tech Mahindra employee.
Duties on the Network Facilities Team includes supporting 4 regions with up to five major hospital facilities per region with up to 800 end users per location and up to 20 private doctor facilities per region with up to 30 users pers site. Supported major hospital sites with the implementation of two Cisco distribution 5500, 6800 & 6900 working as VSS pair and Cisco 3700, 3800, 4500, 9400 access layer switches per location. Up to as many as 15 or 20 access layer switches per location. Build and configure Layer 3 and Layer 2 networks for customer environments involving LACP, OSPF & EIGRP configuration. Also directly supported and consulted with hospital staff customers with project work that includes implementing application and patient care systems such as EPIC. Duties also included troubleshooting and meeting SLA agreements for various desktop and clinical device connectivity issues impacting customers and patient care working with ServiceNow ticketing system. Duties also included assisting and and supporting desktop and application teams all around BJC HealthCare with work requests from ServiceNow ticketing system and meeting timely SLA agreements. Implemented router and switch upgrades with coordinated change process and trouble tickets using ServiceNow application. Worked with low voltage contracting vendors for large and small install projects where cabling work and equipment installs were required. Duties in the project work via ServiceNow included updating work orders with appropriate price quotes and obtaining approvals for all work planned for proper billing processes.
Network Operations Center responsibilities included support over 2,000 Cisco devices with first and second level problem resolution in regards to network connectivity related issues such as down nodes or hardware and software problems with Cisco 6500, 6800 routers & 3700, 3800, 4500, 9400 switches. Also worked Remedy and ServiceNow trouble tickets for traffic and latency problems in LAN and WAN and data center environment over OSPF & EIGRP Point to Point interfaces and circuits. Experience includes working with creating and supporting SNMP trap proactive monitoring in tools such as Solarwinds Orion software and NetScout systems. Was responsible for administration of Checkpoint firewalls, TACACS configuration, BlueCat DNS and DHCP appliance for work requests and trouble ticket connectivity troubleshooting with vendor supported applications on Cisco ASA VPN tunnels on Cisco 5500 ASA appliances using Remedy and ServiceNow applications.
Also supported various VM server platforms including Windows Server 2008, Unix, Linux in VM environment infrastructure. Experience in server environment also includes working with Active Directory administration and Microsoft Access Data Base administration.
Responsible for all communications to the management teams and the enterprise from the Customer Support Center regarding severity one or highly significant problems. Team Leader also coordinated the communications with bridge lines between primary support teams, the CSC and Management. Team Leader responsibilities included creating reporting on call number statistics for the team via Remedy application making sure that the second level and first level teams were coordinating efforts appropriately while managing customer call volumes. Supported hospital staff with first and second level trouble shooting of Windows desktop devices, clinical engineering devices and various patient care applications such as Cerner and EPIC using Tivoli remote support/distribution software.
ITL v3 - Certified - October 2013
Bridges, Switches, and Routers - UMSL- January 2003
TCP/IP UMSL - September 2002
Security UMSL - December 2002
Cisco Switches & Routers - Global Knowledge - June 2006
Cisco Nexus NX-OS 5000 & 7000 - Global Knowledge - July 2010
Cisco Unified Wireless Networking - Global Knowledge - June 2012
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