AMY HUTTS
Network Administrator
Silver Spring,MD
Summary
Network Administrator with a strong background in configuring, monitoring, and troubleshooting LAN and WAN network systems. Experienced in installing and configuring routers, switches, and other network systems. Provide exemplary customer service while expanding knowledge of IT best practices, IT Client Management, and IT Security Enthusiastic Network Administrator proudly offering over 15 years' experience in system upgrades, hardware monitoring and performance improvements. An astute employee with knowledge in system repairs and the installation of network components. Skilled in task prioritization and troubleshooting.
Overview
7
7
Certifications
15
15
years of professional experience
Work History
Network Administrator
Kaiser Permanente
01.2026 - Current
- Managed network infrastructure to ensure optimal performance and security compliance.
- Implemented network monitoring tools to proactively identify and resolve connectivity issues.
- Developed and maintained comprehensive documentation for network configurations and protocols.
- Collaborated with cross-functional teams to enhance cybersecurity measures across systems.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Assisted IT staff on troubleshooting issues and closing calls.
- Improved network efficiency by implementing and managing system updates and patches.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Enhanced network security through installation, monitoring, and maintenance of firewalls and antivirus software.
- Reduced downtime with proactive identification and resolution of IT issues.
Network Administrator
FDA (Food and Drug administration)
05.2023 - 03.2025
- Configured and maintained routers, switches, firewalls, wireless networks and other network devices.
- Installed, configured, upgraded and troubleshot hardware components such as servers, PCs and printers.
- Provided technical support for local area networks, wide area networks and Internet connections.
- Performed data backup operations on a regular basis to ensure the security of critical information.
- Analyzed network traffic patterns to identify potential problems or areas for improvement.
- Conducted routine maintenance tasks such as patching cables, replacing defective components or reconfiguring equipment.
- Coordinated with third-party providers on installation projects or service agreements.
- Maintained inventory records of all hardware components used in the network environment.
- Installed and supported hardware and software for desktops, servers and printers.
- Performed routine troubleshooting and network monitoring.
- Liaised with network team to configure, implement and administer LAN and WAN components.
- Monitored system upgrades, patches and new configurations.
- Handled network configurations after hours and on weekends to alleviate downtime and maintain smooth operations.
- Participated in on-call shifts for holidays and weekends in case of system or network-related emergencies.
- Tracked network and telephony devices for performance and load threshold metering.
- Performed data backups and disaster recovery operations.
- Monitored network performance to determine adjustments needed.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
Customer Support Engineer (NOC Support)
Cogent Communications
11.2019 - 02.2023
- Knowledge in the area of networking (OSI Model), IP protocols (BGP, OSPF, MPLS), IP addressing, and DNS.
- Using CLI on Cisco ASR9K and Catalyst 3500’s.
- Resolving service related issues to Layer 1, 2, and 3 services while working independently, as well as in a team environment.
- Use of tools such as salesforce and in-house ticket systems.
- Managing a queue of customer created tickets, ensuring that customers are satisfied and issues resolved.
- Working with other Cogent teams, as well as vendors in order to ensure resolution.
- Became lead engineer and mentored new hires in the process of onboarding.
- Answer incoming phone calls from customers on their Layer 1, 2, and 3 services.
- Assist with Cogent customers via phone and e-mail to identify and resolve their service related issues.
- Manage out of service Q notify customer of outage send out notifications and work with vendors and customers to restore service progress is being made towards resolving their issue.
- Manage customer expectations and escalation and de-escalate the situation as necessary.
- Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.
- Mentor new engineers by answering technical questions, escalating cases, and teaching detailed process development.
- Write technical documents related to current procedures.
- Utilize network performance monitoring tools to isolate and root cause issues.
- Coordinate effectively with all members of the Customer Support team, other teams, as well as vendors in order to ensure swift resolution of customer issues.
- Keep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.
- Correspond with field engineers, other providers, and vendors to achieve maximum network uptime and swift resolution of all issues.
Tier2 Desktop Support
Infinity Consulting Solutions
10.2018 - 02.2019
- Support over 3,000 users in a Windows 7/10 Environment.
- Phone support once a week and remote to user's PC using WebEx.
- Image Laptops using USB.
- Manage laptop loaner schedule.
- Ticketing system OTRS Ticket management.
- Microsoft office 2016.
- Password reset.
- Printer Management (build Web Jet admin to do firmware updates).
- Completed an average of 6 tickets a day.
- Provide technical support to web conferencing system users.
- Analyze complex computer systems, identify problems, and develop and implement logical conclusions and effective solutions.
- Provide remote troubleshooting solutions for computer or operating system issues.
Software support team
Consortium | AARP
09.2017 - 10.2018
- Windows 10/7 environment.
- Support over 4,000 users.
- Receive software request through Service now ticketing system from help desk.
- Check software support list to see if the software the user is requesting is on approved list.
- If software is not on the approved list I send the ticket to software architecture review for approval.
- Once software is approved if a license is needed I reach out to Asset management to purchase the license for the requested software.
- Assist users with purchasing software.
- Install software Remote to PCs using Bomgar.
Senior Help Desk Support Technician
Telesis | The National Gallery of the Arts
02.2018 - 09.2018
- Support over 3,000 users in a Windows 7/10 Environment.
- New user account creations in Active Directory and new user email account set up.
- Give user access to Share drives.
- Phone support and remote to user's PC using LANDesk.
- Basic MAC support.
- Image Laptops using USB.
- Manage laptop loaner schedule.
- Ticketing system Service Now.
- Create distribution Groups in Exchange.
- Add users to groups.
SR. Tier II Desktop Support Technician
Defense Engineering Inc./ Presidential Transition
07.2016 - 02.2017
- Technical lead in providing IT support and customer service for the Pre-Elect and post elect staffers in a fast paced and demanding environment in accordance with the Presidential Transition Acts of 1963 and 2010.
- Exceptionally serving over 800 essential users including the Vice President- Elect, former Governor of Michigan, former CEOs, former Mayor of New Orleans, former National Security Advisor, former Director of White House Operations for the Obama administration, and a former United States Secretary of the Interior, and the entire presidential administration in multiple locations both in person, email, and via telephone.
- Configuring, issuing, and supporting Government Furnished Equipment (GFE) to PTT users 7 days a week.
- Researched and resolved issues/inquiries daily.
- Documented all inquiry activities in the appropriate reporting systems.
- Provided training to PTT staff users for all new WebEx accounts created ensuring the user was able to schedule and host large meetings with high profile users.
- Configure cell phone and laptop to approved onboarding users by installing the approved image and configuring the devices for the individual user setting up all applications for immediate use upon the user's arrival.
- Deactivate “off boarded” users by updating the inventory application system (Asset Panda) ensuring all GFE was accounted for and returned to GSA.
- Provides technical assistance and customer service both in-person and remote for incidents and service requests.
- Maintain and monitored the team's ticket aging report daily to ensure all incidents and service requests were tracked and updated with the correct information and a resolution was provided to the user.
- Ticket Management- make sure tickets are noted correctly and closed.
IT Support
Right Hire | AstraZeneca
02.2016 - 07.2016
- Support of 3,000+ users Windows 7 environment.
- Assist users with application errors, Virus errors.
- Support mobile devices, iPhone and Android phones.
- Support Surface pro's and I Pad's.
- Vendor Management (dell tech).
- Install software such as office 365 and upgrade to Microsoft office 2013.
- Support and trouble shoot Office 2010 and office 2013 Service now ticketing system.
Tier 2 Desktop Support
Rapid Advance
11.2015 - 02.2016
- Support of 150 users.
- Resolve End-user problems in a Windows 7 Environment.
- Assist users with application errors, virus errors and other issues.
- Special software installs and configurations.
- Telephone configurations using the Mitel phone system, VOIP.
- Vendor management 3rd party network team.
- Ticketing System Zendesk.
- Some Executive Support.
- Microsoft office 2014.
- New user set up in AD, disable employee accounts.
- Email account creation, Set up distribution list, add user to groups, and disable email accounts.
- Basic network troubleshooting.
Tier 2 Phone Support
Volt Technology Temporary service | Mindshift Technology
09.2015 - 10.2015
- Windows 7 Professional environment.
- Disable account in AD.
- Create new AD accounts.
- Create email accounts.
Help Desk
L3 Communication
06.2015 - 08.2015
- Support of 3,000+ users Office 365 and Outlook 2014 Windows 7 Professional.
- Full phone support Through Remote Assistance using Bomgar or SCCM.
- Remote to Users PC Install Software Install Printers.
- Assist users with compatibility problems with software.
- Trouble Shoot all software and Hardware issue.
- Trouble shoot Office 365 Remedy Force Ticketing System.
Service Desk
Insight Global | Pension Benefit Guarantee Corporation (PBGC)
11.2014 - 05.2015
- Support of 1,000+ users.
- Troubleshoot Problems and advises on the appropriate action.
- Assist with PIN resets for PIV cards and software installations.
- Train team members and other agency employees on use of PIV/CAC system.
- Respond to requests for technical assistance in person, via phone, and email.
- Diagnose and resolve technical hardware and software issues.
- Research questions using available information resources.
- Password reset New Hire ID creation Smart Phone set up and support.
- Assign Tokens to users for Remote access from home.
- Disable accounts in Active Directory.
Desktop Support
Maintech | Lockheed Martin
02.2012 - 10.2014
- Support of 300+ users.
- New user setup.
- Resolve End – user problems in a Windows 7 Environment.
- Software install and configuration.
- Troubleshoots Outlook 2007, 2010.
- Ticketing System Remedy.
- Assist users with application errors.
- Special software installs, set up, and configuration.
Tier 2 Desktop Support
Insight Global | Institute of International Education
08.2011 - 01.2012
- Support of 183 users VIP Support.
- Resolve End-user problems in a Windows 7 Environment.
- Worked with Arcserve Backup system conducted daily data backups using differential and full backups.
- Symantec Antivirus Windows Server 2008 and Mitel phone system.
- Assist users with application errors, virus errors and other issues.
- Special software installs and configurations.
Education
CCNA -
Montgomery College
05-2024
PC and Network Design with Security - undefined
American Career Institute
05-2010
Computer Networking Specialist - undefined
Accutech Career Institute
11-2005
Skills
Wireless Networks
Network Monitoring
Technical Support
Data backups
Network Security
Windows 10/11
Troubleshooting and diagnosis
Customer Support
Active Directory
System Upgrades
Network Troubleshooting
TCP/IP
Router configuration
Hardware and software monitoring
Wireless networking
VPN configuration
IP addressing
System upgrades
VoIP systems/ CUCM
Switch configuration
IP addressing and subnetting
Data center management
Interpersonal and written communication
Computer systems installation
LAN/WAN
port activation
Cisco router and switch
Technical troubleshooting
User support
PC diagnostics
System updates
Team collaboration
User training
Startup and shutdown management
New technology integration
Cisco mobile device configuration
IPv6 technologies
SOP writing
Packet loss testing
Aruba wireless
Voice Gateway
Additional Information
Ticketing systems
- Service now
- Zendesk
Certification
A+
Timeline
Network Administrator
Kaiser Permanente
01.2026 - Current
Network Administrator
FDA (Food and Drug administration)
05.2023 - 03.2025
Customer Support Engineer (NOC Support)
Cogent Communications
11.2019 - 02.2023
Tier2 Desktop Support
Infinity Consulting Solutions
10.2018 - 02.2019
Senior Help Desk Support Technician
Telesis | The National Gallery of the Arts
02.2018 - 09.2018
Software support team
Consortium | AARP
09.2017 - 10.2018
SR. Tier II Desktop Support Technician
Defense Engineering Inc./ Presidential Transition
07.2016 - 02.2017
IT Support
Right Hire | AstraZeneca
02.2016 - 07.2016
Tier 2 Desktop Support
Rapid Advance
11.2015 - 02.2016
Tier 2 Phone Support
Volt Technology Temporary service | Mindshift Technology
09.2015 - 10.2015
Help Desk
L3 Communication
06.2015 - 08.2015
Service Desk
Insight Global | Pension Benefit Guarantee Corporation (PBGC)
11.2014 - 05.2015
Desktop Support
Maintech | Lockheed Martin
02.2012 - 10.2014
Tier 2 Desktop Support
Insight Global | Institute of International Education
08.2011 - 01.2012
Computer Networking Specialist - undefined
Accutech Career Institute
PC and Network Design with Security - undefined
American Career Institute
CCNA -
Montgomery College