Austin Sillers
Addison,TX
Summary
Dedicated and detail-oriented IT Support Engineer with a proven track record in troubleshooting and resolving complex technical issues. Expertise in enhancing system performance and delivering exceptional user support, supported by a strong background in network configuration and management, software installation and support. Committed to providing swift and accurate solutions for end-users while fostering collaboration with teams, vendors, and stakeholders to drive productivity and minimize downtime. Known for adaptability and a strong focus on teamwork, consistently meeting and exceeding performance targets to align with evolving organizational needs.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Network Support Engineer
Cisco Meraki
04.2022 - 01.2023
- Provide Technical support and configuration assistance to customers and partners regarding Cisco Meraki Products and technologies
- Respond to all client requests for technical support assistance by phone and email to provide best practices and troubleshooting steps on an array of issues ranging from configuration assistance to a deep dive into more detailed network and security issues
- Provide fault isolation and root cause analysis for technical issues
- Manage support cases to ensure issues are recorded, tracked and customer communication is done in a timely manner
- Improved network performance by troubleshooting and resolving hardware, software, and connectivity issues.
- Provided guidance in data correction and resolved/escalated client incidents to other teams as necessary
- Maintained a calm, professional demeanor when faced with high demand, and high-volume workloads
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Outstanding customer service and team-building skills.
NETWORK SUPPORT ENGINEER
Microsoft Azure
10.2020 - 08.2021
- Provide Technical support and configuration assistance to customers and partners regarding Azure Networking
- Respond to all client requests for technical support assistance by phone and email to provide best practices and troubleshooting steps on an array of issues ranging from configuration assistance to a deep dive of more detailed network and security issues within their Azure Cloud environment
- Provide fault isolation and root cause analysis for technical issues
- Manage support cases to ensure issues are recorded, tracked and customer communication is done in a timely manner
- Provided guidance in data correction and resolved/escalated client incidents to other teams as necessary
- Researched issues on various matters involving Networking within the Azure network and hybrid environments
- Maintained a calm, professional demeanor when faced with high demand, and high-volume workloads
- Outstanding customer service and team-building skills.
IT SUPPORT ASSOCIATE II
Amazon
10.2019 - 03.2020
- Provide network and systems support and troubleshooting to the global technology infrastructure and performed troubleshooting to resolve various WAN/LAN and wireless connectivity issues
- Allocation, maintenance and troubleshooting of IT equipment used in the Operations facilities
- Worked with project managers and quality assurance and customers to resolve technical issues
- Assist in hardware procurement and asset management
- Assist in suggesting necessary improvements to software or hardware to improve computer-related efficiencies and the utilization of IT resources.
DESKTOP SUPPORT/MIGRATION ENGINEER
MindTree Ltd
06.2019 - 10.2019
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Maintained servers and systems to keep networks fully operational during peak periods.
NETWORK ANALYST
Collabera Inc
01.2019 - 06.2019
- Provide network support and monitoring and troubleshooting to the global technology infrastructure and performed troubleshooting to resolve various WAN/LAN connectivity issues
- Troubleshot and maintained all networking devices and infrastructure across the enterprise including switches, routers, and firewalls
- Diagnosed system hardware and software problems using advanced root-cause analysis
- Communicated with vendors to resolve network outages and periods of reduced performance
- Execute or implement automated and scripted changes or infrastructure requests
- Reviewed logs for all networking devices for unresolved abnormalities and problems
- Document and update incident technical details into Service Now ticketing system
- Worked in both, a Linux environment and a Windows environment.
TECHNICAL SUPPORT ENGINEER
Istation
01.2018 - 01.2019
- Provided first-line technical support over the phone and through email for external end-users of IStation's software for desktops, laptops, and mobile devices
- Assisted with remote technical issues using specialist software and explained technical information in clear terms to non-technical individuals to promote better understanding
- Conducted computer diagnostics to investigate and resolve problems and provide technical assistance and support
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Composed statistical and progress reports for supervising managers
- Logging and prioritizing end-user support calls for the second-line support team to create an efficient work stream process overall
- Ability to track, report on, and monitor all Help Desk incidents within the defined customer service levels of what is required
- Developed training materials and procedures
- Always demonstrated professionalism and courtesy with customers while working to resolve complaints, problems, or respond to questions.
TECHNICAL SUPPORT ENGINEER
NETWORK SECURITY, NEC Staffing Services, Palo Alto Networks
12.2016 - 10.2017
- Provide Technical support and configuration assistance to customers and partners regarding the Palo Alto line of firewalls and Security services platform
- Respond to all client requests for technical support assistance by phone and email to provide best practices and troubleshooting steps on an array of issues ranging from configuration assistance to a more deep-dive of detailed network and security issues with Palo Alto Next-Generation of firewalls and Security services platform
- Provide fault isolation and root cause analysis for technical issues
- Manage support cases to ensure issues are recorded, tracked and customer communication is done in a timely manner
- Provided guidance in data correction and resolved/escalated client incidents to other departments as necessary
- Researched issues on various matters involving Networking and IT security and firewall systems to resolve complaints and answer inquiries
- Maintained a calm, professional demeanor when faced with high demand, and high-volume workloads
- Outstanding customer service and team-building skills.
Education
Computer Networking (CCNA Certificate)
Dallas College
Dallas, TX09-2025
Certificate of Completion Network Administration and Security -
Peloton College
Dallas, TX05-2013
Skills
- Adept at identifying, troubleshooting, and resolving network issues
- Strong understanding of LAN/WAN architecture
- Proficient in Network security strategies, VPN configuration and troubleshooting and firewall administration
- Team-oriented collaboration
- Help desk support
- Windows/Windows Server Support
- Active Directory/Azure AD
- Adaptable and quick to learn
- Meticulous attention to detail
- Experienced in delivering excellent customer support
Certification
- CCNA - Cisco Certified Network Associate - Ongoing (Projected September 2026)
Timeline
Network Support Engineer
Cisco Meraki
04.2022 - 01.2023
NETWORK SUPPORT ENGINEER
Microsoft Azure
10.2020 - 08.2021
IT SUPPORT ASSOCIATE II
Amazon
10.2019 - 03.2020
DESKTOP SUPPORT/MIGRATION ENGINEER
MindTree Ltd
06.2019 - 10.2019
NETWORK ANALYST
Collabera Inc
01.2019 - 06.2019
TECHNICAL SUPPORT ENGINEER
Istation
01.2018 - 01.2019
TECHNICAL SUPPORT ENGINEER
NETWORK SECURITY, NEC Staffing Services, Palo Alto Networks
12.2016 - 10.2017
Computer Networking (CCNA Certificate)
Dallas College
Certificate of Completion Network Administration and Security -
Peloton College