Phillip Alexander
Laurel
Summary
Adaptable technician with experience configuring, securing, monitoring, troubleshooting, and maintaining various network infrastructure devices such as Cisco and Juniper routers & switches, in addition to servers & VMs running Linux and Windows based operating systems. Experienced in administrating network/computer devices in data centers, corporate offices, and Hybrid-Cloud environments. Skilled in providing technical support in person and remotely to end-users/customers using various ticketing systems like ServiceNow.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Desktop Engineer
CodePlus (National Labor Relations Board)
07.2023 - Current
- Provide on-call technical support for over 1,200 Federal Employees & Contractors both in person & remote
- Manage & troubleshoot Azure AD hybrid-joined devices & users to ensure synchronization, as well as compliance
- Zscaler Support: Troubleshoot user authentication to internal network, Azure web apps, and intranet sites
- CiscoAnyConnect support: install certificates, configure/troubleshoot network access, configure home Wi-Fi- for teleworkers
- Install, configure & troubleshoot Office 365 apps on end-user’s devices (MS Teams, Outlook, OneDrive, Word, Excel, PowerPoint) in addition to supporting SharePoint, Adobe & other specialized applications
- Provision, test, ship, & track computers & equipment for new/existing users
- Maintain inventory for IT assets issued to employees
- Off-board laptops and prepare computers for reimaging using Autopilot
- Scan drives for viruses or malware, encrypt external drives using BitLocker
- Perform BitLocker Recovery operations to unlock devices
- Manage AD DS Users & Computers using PowerShell
- Configure, manage and trouble suite Group Policy as it relates to Domain Joined Computers & Users
- Troubleshoot Windows based devices using CMD
- Configure, install & support HP series network printers
- Act as liaison between end-users & various IT groups/Directors
- Engage with customers throughout the technical support process and follow up to confirm the incident has been resolved
- Provide detailed documentation for later review.
- Improved end-user satisfaction with efficient troubleshooting and timely resolution of hardware and software issues.
- Served as a liaison between the IT department and end-users, effectively communicating complex technical concepts in understandable terms.
- Provided remote support to off-site employees, ensuring seamless integration with company systems and continued productivity.
Network Operations Center Technician Tier II
AiNET (MSP)
02.2023 - 07.2023
- Initial Configuration of various HP ProLiant DL360 servers in our data center by adding required RAM, SSD, and ensuring appropriate amount of CPU’s are available, setting up RAID configuration, installing and configuring Linux or Windows Server OS and network settings (assigning IPV4 address block), integrating servers to our existing network, troubleshooting and providing maintenance as need remotely or physically
- Deploying new virtual machines on the KVM environment ensuring they have internet connectivity, maintaining current virtual machines and troubleshooting as needed
- Installation & configuration of various switches series including Cisco nexus 9K, 6500, 3750,ASR1002x & Juniper MX204 by adding base configs (Hostname, Log on banner, management IP), routing of IP addresses (IPv4, OSPF), necessary security measures (access, console, & enable passwords), creating VLANs, enabling remote access via ssh, port configuration, ensuring proper ports have required Ethernet RJ-45 or fiber optic transceivers & fiber optic cables, ensuring speeds are matched, troubleshooting common issues as they arise
- Installation & configuration of Cisco nexus routers & Juniper MX204 by adding base configurations, assigning IP addresses, paying attention to internal and external gateway routing protocols such as RIP, OSPF, EIGRP, BGP etc., routing tables, ACLs, port configurations by assigning specific addresses
- Monitoring the network by paying attention to alerts via Nagios, and the Remedy ticketing system and troubleshooting as needed or escalating
- Scanning the network and ensuring latest security patches and updates are completed on all devices
- Proper cable management and inventory of equipment, maintaining a database of credentials for all network infrastructure devices along with customer information and physical location on data center floor
- IP address management and providing ISP services to data center customers by assigning them IP blocks via and configuring ports on switches, testing the ports, patch panels, and ensuring internet access – providing them support via ticketing system
- Displaying courteous and strong interpersonal communication when working with all employees and customers
- Working in a fast-paced environment processing various incidents/tasks through remedy ticketing queue and adhering to SLA’s as defined by the company
- Remote end user support to national and international employees via RDP and TeamViewer
- Mobile device management and supporting Android and IOS devices
- Creating/Managing emails & users in Microsoft Exchange Admin center
- Installing software & modifying/repairing current company hardware workstations including desktops, laptops, and mobile devices while resolving various technical issues
- Configuring current company windows workstations including desktops, laptops, and mobile devices.
- Reduced network downtime by proactively monitoring and troubleshooting issues in a 24/7 Network Operations Center.
- Collaborated with cross-functional teams to resolve complex technical issues, ensuring customer satisfaction.
- Coordinated hardware installations, working closely with vendors to ensure seamless integration into existing systems.
- Optimized network configuration settings, resulting in improved bandwidth allocation for endusers.
- Troubleshot Layer 1-3 connectivity issues across various platforms such as routers, switches, firewalls.
- Provided technical mentoring and guidance for junior technicians, helping them to develop their skills and understanding of the network environment.
- Worked with outside vendors for fiber installations and service.
Education
Bachelor of Science, Management Information Systems -
Bowie State University
01.2022
Skills
- Firm understanding of TCP/IP/DHCP/DNS/LAN/WAN/Firewalls/WIFI/Ethernet/Routing & Switching protocols
- Network hardware installation, configuration, securing, & troubleshooting/maintenance
- Skilled in implementing, managing, and monitoring virtual networks, storage, compute, identity, security, & governance in Azure Cloud environments
- Skilled in automating administrative tasks using PowerShell
- Computing network security, SOC audit, & support
- Cisco, Juniper, and MikroTik routers & switches, HP ProLiant, IBM, & Dell servers, & Fiber Optic transceivers
- Ethernet & fiber optic cable management
- Windows Server 2012-2022 & Ubuntu Server 1804/2004/2204 LTS installation/configuration
- Familiarity with Linux (Ubuntu/CentOS/RHEL 6-8)/FreeBSD 90 – 120/Windows 8/10 /Mac OS/Putty
- Experienced using ServiceNow, Remedy, and Kayako ticketing systems
- Skilled in managing & troubleshooting AD DS, Azure resources, Office 365 apps, Exchange Admin Center, & Hypervisors (Hyper-V, Linux KVM)
Certification
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- CompTIA Security +
- CompTIA A +
- Google IT Support Professional Certification
Clearance
Able to obtain Security Clearance
Personal Information
Citizenship: US Citizen
Timeline
Desktop Engineer
CodePlus (National Labor Relations Board)
07.2023 - Current
Network Operations Center Technician Tier II
AiNET (MSP)
02.2023 - 07.2023
Bachelor of Science, Management Information Systems -
Bowie State University
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