Aaron Irving
Network Operations Center Specialist
San Antonio,TX
Summary
United States Air Force Veteran with 10 years of Information Technology experience Reliable employee seeking Help Desk position. Offering excellent communication and good judgment. Dedicated Information Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
2
2
Certifications
1
1
year of post-secondary education
5
5
years of professional experience
Work History
Information Technology Media Support Specialist
USAA
San Antonio, TX
10.2018 - 10.2020
- Utilization of Service Now to tack and manage all enterprise assets in compliance with corporate policies and Federal Guidelines, involved in project initiative to improve incident response time by 30%.
- Leverage Service Now as Ticketing system for incident tracking in addition to Knowledge-based Platform.
- Provide timely responses to incident requests, engaging with customers to establish and maintain open channel of communication Spanning from Request to Resolution.
- Supports Windows enterprise environments to include Software installation, updating, troubleshooting, User Account Creation, and Migration.
- Network Configuration of Layer 2 and 3 devices, to include IP addresses, Network segmentation, and creation of Virtual Local Area Networks.
- Performed VPN installation/configuration, provides service and support for Local and Remote Users, will complete hand-off process to Tier if escalation is required.
- Provide Zoom Conference and Telepresence Training to employees, in addition to training material to ensure continuity Tier 2 Network Operations Center Support Technician.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Network Engineer Associate
Aviat Networks
San Antonio, TX
10.2016 - 09.2018
- Proactively Monitors Multiple Microwave Networks to include related services and applications.
- Real-Time Alert/Alarm response based on organization's policies and procedures, additionally utilizing Service Now ticketing system to Track trouble tickets and process customer support requests.
- Perform escalations with accurate documentation and provide seamless hand-o to Tier 2 support.
- Provide customer with real-time status updates, perform change management requests per organizational policies, and document any changes in configuration, location, or inventory.
- Engage with Third-party vendors to coordinate deployments for Routine and unscheduled outages.
- Network Monitoring Tools utilized include Provision Client, OPM Manager, Nagios, SolarWinds
- Evaluated under-performing areas and developed solutions for improvement.
- Recommended network security standards and upgrades to management.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
Lead Analyst
Network Operations Center
San Antonio, TX
12.2014 - 06.2016
- Large-scale infrastructure designs and implementation in support of Medical Systems Infrastructure.
- Performed Modernization (MISM) to include infrastructure survey of existing topology, determine and procure equipment needed to achieve modernization, and overall program support.
- Review existing network topology to establish modernized baseline configuration consistent with needs of Medical Training Facility.
- Configuration tasks include IOS upgrade, baseline configuration deployment, Cisco Switch stack and priority assignment, Virtual Local Access Network management.
- Physical layer duties include pruning inactive ports, Cable (Category 6, Fiber) runs, Cable management and termination, Installation of network switches to include single and stacked configuration, grounding of networking equipment, installation of APC UPS and backup batteries.
- Evaluated and adopted new technologies to address changing industry needs
Education
Associate of Arts - computer science
Champlain College
Burlington, VT 09.2021 - 12.2022
Certificate of Completion - Cloud Computing Technology
Rackspace Open Cloud Academy
San Antonio, TX 01.2021 - 04.2021
Skills
Technical issues analysis
TCP/IP
Desktop support
Issue troubleshooting
Network diagnostics
User credential management
Ticket support system management
Application installations
Networking issues
Adaptability
Critical thinking
Accomplishments
RackSpace Open cloud Academy Graduate 01/2021 - 04/2021
Certification
CompTIA Security+
Timeline
Associate of Arts - computer science
Champlain College
09.2021 - 12.2022
Amazon Certified Cloud Practitioner
04-2021
CompTIA Security+
03-2021
Certificate of Completion - Cloud Computing Technology
Rackspace Open Cloud Academy
01.2021 - 04.2021
Information Technology Media Support Specialist
USAA
10.2018 - 10.2020
Network Engineer Associate
Aviat Networks
10.2016 - 09.2018
Lead Analyst
Network Operations Center
12.2014 - 06.2016