David Sullivan
Olathe,KS
Summary
Resourceful Network Technician with experience maintaining complete infrastructure operations. Savvy insight balancing complex network hardware and software elements to meet critical organizational performance needs.
I have over 4 years, lent troubleshooting and advisory services to address security and operational concerns.
Knowledgeable noc tec bringing over 5 years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity.
Desire for long-term position with room for career advancement. Adept at installing network components, adding new lines and configuring components. Sets up, troubleshoots and optimizes peripheral devices. Proficient in updating software and hardware to meet performance demands.
Experienced at Monitoring testing and analyzing network and network facilities (e.g., power, communication machinery, software, and lines,
experience Advising supervisory Network Control positions of network communications failures or degradation and arranges a and performs corrective action plans.
Provide proactive and reactive network monitoring, troubleshooting, coordination, and restoration of service affecting or potentially service affecting network events/issues.
experience creating and working with groups and teams to create , trouble tracking, coordination, notification, escalation, and documentation of tickets , outages , and events .
proficient with Alu, Ericsson, Nokia, and Samsung wireless network structures.
Overview
9
9
years of professional experience
Work History
IT Technician
Ericsson
Overland Park, KS
07.2023 - Current
- Monitored system performance and implemented preventive maintenance procedures.
- Coordinated with vendors for repair services when needed.
- Participated in team meetings to discuss project status updates.
- Tracked service requests through a ticketing system such as Remedy or Service Now.
- Responded quickly to emergency situations involving outages or data loss scenarios.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Acted as single point of contact for customers during technical faults and security-related events.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Maintained positive working relationship with fellow staff and management.
NOC Technician
T-Mobile (70140) 1-800-367-5690
Overland Park, KS
04.2020 - 08.2022
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Troubleshot problems related to charging and cap in network infrastructure and performance.
- Collaborated with ran, transport,ntac, management , and other groups to support and maintain network components, monitor system traffic and manage connectivity services.
- Established and maintained network systems using networking principles.
NOC Technician
Sprint
Overland Park, KS
10.2018 - 04.2020
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Troubleshot problems related to Alu, Ericsson, Nokia, and Samsung wireless network infrastructure and performance.
- Collaborated with Ran, transport , ntac , and other groups to support and maintain network components, monitor system traffic and manage connectivity services.
Help Desk Technician
ISPN
Lenexa, KS
12.2017 - 09.2018
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Maintained records, logs and lifecycle documentation of work requests.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
- Provided technical support to customers by identifying causes of problems, researching and offering effective solutions.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Assisted customers with instructional support and product troubleshooting.
- Documented and updated case notes for each customer and work order.
- Opened service tickets for clients, documenting user information and description of problem.
- Supported customers with password resets and account customization.
- Identified and resolved issues using latest patches, releases, virus detection and troubleshooting techniques.
- Developed and maintained strong relations with customers to meet quality expectations.
- Demonstrated advanced product knowledge to solve customer issues.
- Maintained up-to-date case documentation for future reference.
JOHNSON COUNTY COMMUNTY COLLEGE
VOLUNTEER WORK /NETWORKING
Overland Park, KS
07.2015 - 05.2017
- assisted students with Troubleshot problems related to network infrastructure and performance.
- Structured assignments with clear goals and criteria for assessment.
- Evaluated students' individual abilities using tests and personal interviews.
Education
Associate of Applied Science - Computer Networking
Johnson County Community College
Overland Park, KS06.2018
Associate of Applied Science - Computer And Information Sciences
Johnson County Community College
Overland Park, KS10.2017
Skills
- Helpdesk administration
- Network configuration
- Technology planning
- Problem resolution
- Maintenance & repair
- Conflict resolution
Reference
- Robert Gresham
- Help Desk Support
- robert.gresham@igvia.com
- (913) 340-9688
Additional Information
- Denny Hodge
- Manager Noc
- Office: 1 (615) 554-4044
- Email: Denny.Hodge@yahoo.com
REFERENCE
- Brian Tendel
- JCCC Community College
- Office: 1 (913) 579-4943
- Btindell@jccc.edu
INTERESTS
- Spending time with my family , Hiking, Archery, traveling, Volunteering at animal shelters,
Timeline
IT Technician
Ericsson
07.2023 - Current
NOC Technician
T-Mobile (70140) 1-800-367-5690
04.2020 - 08.2022
NOC Technician
Sprint
10.2018 - 04.2020
Help Desk Technician
ISPN
12.2017 - 09.2018
JOHNSON COUNTY COMMUNTY COLLEGE
VOLUNTEER WORK /NETWORKING
07.2015 - 05.2017
Associate of Applied Science - Computer Networking
Johnson County Community College
Associate of Applied Science - Computer And Information Sciences
Johnson County Community College