Daniel Akins
Rochester,MA
Summary
Results driven, seasoned and extensive experience as a Tier2/Tier3 Senior ServiceDesk Desktop & Server System Support Technician/Analyst, NOC & Network Senior Support Engineer. Over 25 years in the field, exhibiting recognized strengths in problem solving, teamwork, project management and leadership. Extensive Network, Security, Desktop and Server Support skills. Ability to supervise multiple employees and manage complex projects. Strong attention to detail, with a proven ability to multitask in a fast-paced enterprise or MSP level environment. Exceptional customer service and project management skills combined with a broad range of Tier II/III technical expertise, providing the perfect overall balance.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Self Employed IT Consultant
Computing ETC
Rochester, USA
01.2022 - Current
- Provide remote and on-site escalation support for local and remote business clients ranging in size upwards to 50 employees
- Support areas includes: ServiceNOW & Connectwise Ticketing systems management
- Automate (Labtech), Screen Connect, Logmein & RemotePC support tools
- Windows & Linux Server support/maintenance
- Desktop Support – Windows OS, MAC OS, IPAD, IOS & Android phones hardware and OS/Applications support
- O365 & InTune Support
- AWS & Azure Cloud as well as on-premises LAN/WAN Network, VPN, Security, Windows & Linux server, and Mobile/Desktop (Windows & MAC)
- Design and Installation for new / updated networks and desktop/server systems
- Network & Security support Cisco, Meraki, Sonicwall, HP and others
Network Engineer / Technical Support Specialist Tier III
BCS365 (MSP)
Rockland, USA
01.2015 - 05.2022
- ServiceNOW and Connectwise Ticketing Systems management of Ticketing queues and escalations for Second level Network support and Third level Systems managed services support for a worldwide customer base
- Support for Windows based servers
- System Platforms including SBS, Exchange, Hyper-V, and VMWare
- Network Support for Cisco and Meraki Routers, Firewalls, Switches, Wireless, and VOIP
Senior Network and Systems Operations Center Technician
Optum / United Health Care
Boston, USA
05.2014 - 05.2022
- ServiceNOW & JIRA Ticketing systems management for Daily ticketing and Change control
- Labtech/Automate/Screen Connect, RemotePC, LogMein Remote support tools
- Senior Network Operations Center Engineer, supporting the State of Mass Healthconnector.org systems
- Monitoring, Notification & Troubleshooting the Network & Server Environments including, but not limited to: First level AWS monitoring and support for network and sever platforms for Optum and State of Mass platforms that transitioned from legacy Optum Data Center to AWS Data Center in 2020
- Windows and Linux Server platforms
- Monitoring and reporting for test and production environments using Dynatrace, HP Performance Monitor (HPPM), SiteScope, Vantage View, New Relic, HP OpenView
- And Logic Works EM7 tools
- Proficient in utilizing the HPSM & Jira Ticketing system
- Assisted with developing and creating the 'Standards of Procedures' for the NOC
- Worked closely with the developers in notifying them of the issues affecting the testers within the test environments for the Health Connector
- Worked closely with Release Management in the test and production environments supporting deployments
- Served as a first point of contact on any reported issues
- Responsible for communicating to the State of Massachusetts of any outages or planned maintenance regarding all environments
- Posted banners on the production environment informing the residents of Massachusetts of any planned maintenance or outages using Word Press and Akamai Luna
- Assisted testing Teams with the running and monitoring of batch jobs in order to process their data using ITG Request and Release Services and Tivoli Work Scheduler (TWS)
- Boston corporate office network and systems support for 80+ employees
Senior Technical Support Specialist
TJX corp.
Marlborough, USA
01.2010 - 01.2014
- Providing 2nd level Corporate and 2nd / 3rd Level Store network and server support for the Marlborough Service Desk
- Manage Technician dispatches and support as required for over 3,000 global locations
- Work unsupervised on special projects
- Provide Critical notifications
- Provide Knowledge documentation
- Training and mentoring as required
Senior Network Engineer Tier 2
Radius Staffing / Atrion Networking
Warwick, USA
01.2008 - 01.2010
- Provide Level 2 Cisco NOC Support for Radius Staffing/Atrion Networking, based in Warwick, RI
- This included onsite & remote NOC support for numerous enterprise customers for Cisco network support, changes & new implementations for various LAN/WAN, Wireless, & Firewall network configurations
- Platforms supported and configured included (but not limited to) Cisco ASA 5500 and PIX firewalls, Cisco Wireless, Cisco 6500 L3 switches, Cisco 2900, 3500, & 4000 L2 & L3 switches
- Cisco 1700, 1800, 2800, & 3600 routers for LAN/WAN data, some voice, QOS, & various routing protocols (EIGRP, BGP, OSPF)
- This position required direct communication with customers for design recommendations, network support, & support for various enterprise customers
Senior Network Engineer
Storability
Southborough, USA
01.2000 - 01.2001
- Design, Configuration, Implementation, & Support of a secure & fault tolerant global Wide Area Network and Corporate LAN; including but not limited to: Cisco 1700, 2600, 3600, and 7200 series routers, Cisco 2900, 4000, and 6500 series switches, Cisco 3000 series VPN concentrators
- Frame Relay, Analog Dial Up, Lease Lines, IPSEC/3DES encrypted tunnels across the Internet, Cisco Firewall IOS and PIX
- OSPF, BGP routing
- Design, implement, support & management of complex projects without supervision
Senior Network Engineer
Bradlees Corporate Office
Braintree, USA
01.1996 - 01.1999
- Primary support and implementation Engineer for Corporate Lan/Wan Environment in MA & NJ and including 130 plus remote sites
- Support included Design, configuration, implementation and 24X7 support for Cisco 7500, 3600, 2600, 2500 series routers, Frame Relay, ISDN and Cisco 2900, 5500 series switches
Implementation Project Support Specialist
Bradlees Corporate Office
Braintree, USA
01.1994 - 01.1996
- Provided Implementation Management, Assisted with Software Development, and Provided Training and Documentation for a variety of Different Technical Rollouts Including: In-Store Processor RS/6000 Platform, Numerous Store Point of Sale Software Rollouts, Software Packages for Merchant Areas in the Central Office, Symbol Wireless POS & Handheld Systems
Census Enumerator Supervisor
US Federal Government
Boston, USA
01.2010
- Supervised 10 Census Enumerators in the Cape Cod district
Network Operations Manager
Salary.com
Wellesley, USA
01.2000
- Provide network design and support for WAN/LAN services at corporate office and Web Hosting environments
- Security design and management
- Day-to-day operational planning, scheduling and personnel management to ensure the smooth operation of an ever-changing fast-paced dot.com company
- Windows 2000 Server Management and Configuration
Senior Network Remote Access Engineer
State Street
Quincy/Boston, USA
01.2000
- Provide network design and support for WAN services for Domestic & International offices and clients, primarily focusing on the State Street Global Advisers business unit
- The design and support role revolves primarily around Cisco routers and switches in a complex global environment using various routing protocols and Wide Area Network data services
Senior Network Global Communications Specialist
Stone & Webster Engineering
Boston, USA
01.1999
- Manage Global LAN/WAN support of data communications including: Cisco Routers (2500, 2600, AS5200, 3600, 1600, 7000, 7500 series)
- Switches (Cisco 2900 and 5500 series and Cabletron Smart switch 6000 and 9000 series)
- Cisco Secure +/Radius
- Frame Relay (T1, Fractional T1, & 56KB)
- ISDN (Dial Backup and dedicated)
- Design, Configuration, Implementation of LAN/WAN for Central/Regional offices
Education
CompTIA Network+, Security+ Certifications
New Horizon IT Certification Courses
01.2017
Senior Help Desk Support Administrator -
Bradlees Corporate Office
Braintree, MA01.1994
Technical Trainer -
Bradlees Corporate Office
Braintree, MA01.1991
Certification
Cisco Certified Network Professional Enterprise, 2023 - 2026, Cisco CyberOps Associate, 2023 - 2026, Microsoft Azure Administrator, 2023 - 2025, AWS Certified Cloud Practitioner, 2023 - 2026, AWS Certified Sysops Administrator Associate, 2023 - 2026, Project Management Professional, 2023 - 2026, VMware Associate End-User Computing, 2023 - 2026, VMware Associate Data Center Virtualization, 2023 - 2026, CompTIA Network+, 2014 - 2017, CompTIA Security+, 2014 - 2017
Timeline
Self Employed IT Consultant
Computing ETC
01.2022 - Current
Network Engineer / Technical Support Specialist Tier III
BCS365 (MSP)
01.2015 - 05.2022
Senior Network and Systems Operations Center Technician
Optum / United Health Care
05.2014 - 05.2022
Senior Technical Support Specialist
TJX corp.
01.2010 - 01.2014
Census Enumerator Supervisor
US Federal Government
01.2010
Senior Network Engineer Tier 2
Radius Staffing / Atrion Networking
01.2008 - 01.2010
Senior Network Engineer
Storability
01.2000 - 01.2001
Network Operations Manager
Salary.com
01.2000
Senior Network Remote Access Engineer
State Street
01.2000
Senior Network Global Communications Specialist
Stone & Webster Engineering
01.1999
Senior Network Engineer
Bradlees Corporate Office
01.1996 - 01.1999
Implementation Project Support Specialist
Bradlees Corporate Office
01.1994 - 01.1996
Cisco Certified Network Professional Enterprise, 2023 - 2026, Cisco CyberOps Associate, 2023 - 2026, Microsoft Azure Administrator, 2023 - 2025, AWS Certified Cloud Practitioner, 2023 - 2026, AWS Certified Sysops Administrator Associate, 2023 - 2026, Project Management Professional, 2023 - 2026, VMware Associate End-User Computing, 2023 - 2026, VMware Associate Data Center Virtualization, 2023 - 2026, CompTIA Network+, 2014 - 2017, CompTIA Security+, 2014 - 2017
CompTIA Network+, Security+ Certifications
New Horizon IT Certification Courses
Senior Help Desk Support Administrator -
Bradlees Corporate Office
Technical Trainer -
Bradlees Corporate Office