Donald Caswell
Independence,MO
Summary
Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in multiple server systems and networking environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
25
25
years of professional experience
Work History
Network Technician
Dragonfly
04.2024 - Current
- Routed various networking CAT cables from endpoints to server while keeping on 100% scheduling timeframe
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Supported company-wide IT initiatives, sharing expertise on networking best practices with colleagues across departments.
- Performed necessary maintenance to support network availability.
Career Break
Disability
07.2019 - Current
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
Technical Support Engineer
Cerner Corporation
06.2016 - 07.2019
- Implemented Switching and Routing techniques using Cisco routers to facilitate seamless network scalability per user requests and design modifications
- Exceeded user-requested objectives by boosting network speed and enhancing security through customized Networking Models and Topology design
- Installed Wireless Access Points and cameras using PoE and 802.11ac technologies
- Utilized Cerner's Alarm Manager, VMWare, & Linux to investigate, analyze, and resolve 60+ alarms and service requests during each shift
- Decreased incident resolution time by 20% through improved troubleshooting and utilization of Cerner EMR Software and Networking, effectively investigating and resolving network hardware and software incidents
- Prioritized & managed 45-50 tasks based on urgency consistently surpassing SLA expectations ahead of schedule
- Utilized Pivot, Remedy, Jira, Siebel and Microsoft 365 for ticket and task management
- Diagnosed and resolved over 7 complex performance issues across client domains using SQL, CAM, VMWare, and both Linux and Windows Servers
- Reduced service restoration time by 12 hours through the implementation of monitoring software and performance profiler tools
Technical Specialist
Comcast Communications
04.2000 - 09.2004
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Completed troubleshooting and diagnostics on company resources.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
Education
Cybersecurity Specialist Program -
Centriq
Kansas City, MO07.2024
Skills
- Wireshark
- Enterprise Networks
- Microsoft Hyper-V
- Hyper-V with Windows Configuration, Support, & Backup
- Switching and Routing
- Networking Models and Topologies
- Install and Configure DNS and DHCP
- Remote Access and VPN
- IPv4 Subnetting
- M365 Concepts, Services, Administration, and Security (Prep for MS-900)
- Active Directory Domain Services
- Install and Configure Rocky, Kali, and Black Arch Linux
- Cloud Security (Prep for AZ-900)
- Risk Management Planning
- PowerShell Scripting
- Communication Protocols and Area Networks
- Microsoft SQL Server Basics
- Server and Network Device Configuration
- Cloud Services and Management
- Technical Support and Configuration
- Technical Documentation
Accomplishments
- Centriq Student of the Month awardee
- Deans list on many occasions
- Outstanding Customer Achievement
Timeline
Network Technician
Dragonfly
04.2024 - Current
Career Break
Disability
07.2019 - Current
Technical Support Engineer
Cerner Corporation
06.2016 - 07.2019
Technical Specialist
Comcast Communications
04.2000 - 09.2004
Cybersecurity Specialist Program -
Centriq
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