OBJECTIVE
Results-driven IT professional and Marine Corps veteran with strong leadership values, experience in project management, and technical knowledge of multiple network architectures. Proven ability to plan, coordinate, and execute complex IT projects while ensuring seamless operations and customer satisfaction. Currently serving as a Tier 3 Network Engineer, handling escalations, infrastructure improvements, and leading network deployments.
EXPERIENCE
MSP (2022-Present)
Tier 3 Network Engineer
- Serve as the final escalation point for network, infrastructure, and security issues, resolving escalations from Tier 1 & Tier 2 helpdesk agents.
- Plan and execute large-scale IT infrastructure projects, including network migrations, firewall deployments, and security upgrades.
- Manage multiple types of network environments, including FortiGate, Cisco, Sonicwall and Aruba, ensuring routing, VPNs, VLANs, and security policies are optimized.
- Work directly with customers, vendors, and internal teams to implement IT solutions aligned with business needs.
- Mentor Tier 1 and Tier 2 engineers, providing technical training, documentation, and process improvement strategies.
Key Project: Fortinet SD-WAN Migration
- Successfully replaced Versa SD-WAN devices with FortiGate firewalls across 10+ locations, ensuring seamless transition with limited downtime for business-critical systems.
Project Planning & Execution:
- Worked with clients to define project scope, objectives, and risk mitigation strategies.
- Developed a phased deployment plan, ensuring minimal impact on business operations.
Network Deployment & Configuration:
- Configured FortiGate firewalls (7.4.7M) with WAN, LAN, DHCP, static routes, and firewall policies.
- Migrated SSL VPN infrastructure, including certificate exports, SAML authentication, and firewall policy integration.
- Transitioned monitoring from Site 24×7 to Zabbix, enabling SNMP monitoring and improving proactive alerting and response.
Testing & Validation:
- Conducted traceroute analysis, connectivity testing, and security reviews to verify performance.
- Resolved post-migration issues, including SSID failures, AP resets, and IPsec tunnel migrations.
Documentation & Knowledge Transfer:
- Created network architecture diagrams, firewall policies, and VPN configurations for future reference.
- Provided end-user training and process documentation for IT teams.
Network & Infrastructure Team Lead January 2024 – January 2025
- Assisted the Service Delivery Managers in managing team performance, process improvements, and ticket escalations.
- Audited helpdesk tickets for SLA compliance, customer service standards, and resolution efficiency.
- Trained new and existing employees through weekly meetings, introducing new customers, processes, and documentation.
- Ensured workload distribution, ticket assignment, and queue management to optimize SLA performance.
- Served as the Tier 3 escalation point for unresolved technical issues before vendor escalation.
Tier 2 Helpdesk Engineer January 2023 – January 2024
- Managed customer onboarding processes which included smooth setup operations together with infrastructure deployment and complete documentation.
- Worked closely with clients and vendors to coordinate software installations, networking setups, and monitoring configurations.
- Spearheaded the onboarding of our largest server support customer (2,000+ servers) by deploying management tools, maintaining updated documentation, and ongoing account management.
- Provided escalation support for Tier 1 engineers, troubleshooting server, network, and security issues.
Tier 1 Helpdesk Engineer March 2022 – December 2022
- Resolved customer tickets through phone calls, email correspondence, and remote support software to achieve effective troubleshooting and problem resolution.
- I provided remote technical assistance for Windows, Linux, and Chrome OS systems while resolving both hardware and software problems.
- Proactive monitoring of IT systems was achieved through the use of Atera, Zabbix, and Site24x7 to address system health and performance concerns.
- Participated in customer onboarding to deliver seamless setup and company IT environment integration.
UNITED STATES MARINE CORPS (2016-2020)
Military Policeman, Fireteam Leader, and Squad Leader
- Led a squad of 10 Marines, overseeing training, task completion, and operational planning.
- Trained in human relations, conflict resolution, and active listening techniques.
- Non-Lethal Weapons instructor, teaching and employing non-lethal weapons techniques to over 200 over Marines and Sailors aboard the USS Anchorage.
- Awarded multiple service and conduct medals for performance and leadership.
SKILLS & CERTIFICATIONS
Networking & Security:
- FortiGate Firewalls (Security Fabric, IPsec, VPN, SD-WAN)
- Cisco & Aruba Network Infrastructure (Routing, VLANs, Switching)
- Advanced Network Troubleshooting & Packet Analysis
- Firewall Configuration, DNS Management, SSL/TLS, Endpoint Protection
System Administration & Cloud:
- Windows Server (Active Directory, Group Policy, DNS, DHCP)
- VMware ESXi/vSphere, Hyper-V Virtualization
- Azure & AWS Cloud Infrastructure Management
- Exchange & Office 365 Administration
Project Management & IT Operations:
- IT Project Planning & Execution (Network Migrations, Security Upgrades)
- Stakeholder Communication & Vendor Coordination
- Customer Onboarding & IT Documentation
- Process Optimization & SLA Management
- Zoho Ticket, Zoho CRM, Zoho One, Autodesk (IT Service Management)
- IT Glue, HUDU (IT Documentation & Knowledge Base Management)
EDUCATION
- Certifications Completed: ITIL 4, CompTIA A+
- Certifications in Progress: CompTIA Network+, CompTIA Security+, PMP, CIOS, CSIS, DoD
