Donnell Neal

Work History

Network Engineer

Educational Systems Federal Credit Union

08.2023 - Current

Assists with implementation and support of network monitoring tools.
Provide customer service by listening, empathizing and responding effectively to customer questions; diffusing customer frustration and anger.
Provide network support services for devices such as hubs, bridges, routers, and other hardware.
Manage, track, and coordinate problem resolution and escalation processes.
Troubleshot complex multi-vendor network service provider issues.
Monitor network capacity and performance to diagnose and resolve complex network problems.
Collaborate with vendors to identify best options for optimizing network performance.
Provide complete end-to-end engineering and installation of route-based IP network solutions.
Provide detailed network diagrams and procedural guidelines.
Escalate emergency technical issues beyond knowledge to maintain optimum up-time.
Create VPN infrastructure and allowed for secure remote connections.
Configure and troubleshoot VoIP and multi-media distributed systems and platforms.

Systems Deployment Administrator

Educational Systems Federal Credit Union

01.2018 - Current

Responsible for implementation of corporate projects and IS initiatives, including installation and configuration of new hardware and applications.
Provide customer service by listening, empathizing and responding effectively to customer questions; diffusing customer frustration and anger.
Develop documentation and provide training to support Information Security (IS) Operations team as well as supervised their performance of operational activities.
Provide tier 3 technical support for the network, servers, IP phone system, Keystone, and other Credit Union applications. Identify and implement improvements to automate Credit Union operational processes.
Provide a variety of support duties related to the information systems function in accordance with Educational Systems FCU policies and procedures and are in compliance with all Federal, State, NCUA and other regulatory agencies rules and regulations.
Respond to client and customer IT needs and/or provide information upon request from both internal and external members such as technical or informational assistance often as an expert in this area.
Routinely investigate and adjudicate multiple customer related issues with little or no assistance from management consistently within 24 hours or less.
Focus on the completion of corporate projects which include the implementation of new applications and/or hardware, website enhancements, process improvements, regulatory changes, and branch moves/remodels; Requires working with vendors and other Credit Union departments.
Work on IS initiatives which include the installation/configuration of hardware and/or applications, process or procedural improvements, security enhancements, etc. and also require working with vendors and IS colleagues.
Perform major system upgrades to Cisco routers, switches and Ethernet WAN connectivity.
Extensive training and experience with configuring, installing and troubleshooting Cisco connections.
Supervised and trained others on Cisco connections, often asked for my expert advice in this area such as installing and configuring questions.
Configure, install, troubleshoot routers/switches through graphic user interfaces and command line.
Administer changes and maintenance of Citrix Workspace environment through Citrix tools such as Citrix Studio, Citrix Workspace Environment Management and Citrix Director
Help with the administration of VMware environment, including ESX hosts, vCenter, virtual machines and virtual desktops.
Design and build configuration policies and templates that adhere to industry best practices.
Provide tier 3 technical support, which includes working helpdesk tickets, after hours support and interacting with employees and members.
Develop and maintain documentation for network design and maintenance and provide training to support the IS staff and other employees.
Design and develop reports and SQL queries in various systems.
Design Prism applications to support various Credit Union business functions.
Identify and implement improvements to automate Credit Union operational processes.
Work on multiple projects simultaneously and provide project status and reports to management.
Assist with the control and maintenance of system security. Follow established policies and procedures to safeguard the information systems computer systems.
Keep abreast on policies, procedures and changes pertaining to the information systems department by using the Internet/Intranet and other training and information tools available.
Adhere to safety and security programs designed to minimize loss relating to fraud or robbery.
Contribute to Credit Union security by monitoring all information systems functions insuring they are secure at all times.
Adhere to all compliance standards set forth by Federal and State laws including, but not limited to: BSA, Money Laundering, Regulation CC and privacy of member information.
Key team member of our technical team performing maintenance, implementation, upgrades to our SIP enterprise network infrastructure.
Educate new team members and monitor their progress.
Maintain and demonstrate practical knowledge of branch and/or facility security procedures to ensure the safety and soundness of the credit union.
Diagnosed and resolved hardware and software issues.
Resolved issues and escalated problems with knowledgeable support and quality service.

Junior Network Administrator

Educational Systems FCU

07.2014 - 12.2017

Helped ensure the stable operation of the in-house computer network and all connected PCs and peripherals, including installation, configuration, maintenance, support and optimization network hardware, software, and communication.
Provided a variety of support duties related to the network functions in accordance with Educational Systems Federal Credit Union policies and procedures and in compliance with all Federal, State, NCUA and other regulatory agencies rules and regulations.
Troubleshot logs including, but not limited to: Network logs, server aggregated logs, vulnerability scans, patch management logs, anti-virus application logs and backup logs.
Tracked the nature and resolution of problems as well as assist in troubleshooting the Storage Area Network (SAN) and VMware infrastructure.
Configured Cisco switches and switchports.
Assisted with the support and maintenance of voice and data VLANS, MPLS circuits, POTS lines and VPNs.
Responded to questions and/or provide information upon request from both internal and external members.
Assisted in the management of employees' calendars as well as the reserving of rooms for meeting/conferences through Microsoft Outlook.
Supported and maintain computer networking and telecommunication systems; install, configure, and maintain both physical and virtual servers.
Visually inspected temperature sensors to maintain health of servers and network devices.
Communicated with vendor to resolve network outages and periods of reduced performance.
Completed remote repairs and updates involving software solutions and hardware repairs.
Served as a liaison between end users and IT vendors to resolve system abnormalities.
Built server systems and install into racks.
Provided after hours support through VPN and in person support when necessary.
Provided support for some of the most critical systems of the organization including but not limited to the VoIP phone system, VMWare, SANS, anti-virus, patch management, mobile device management and thin-client environment.
Investigated and troubleshoot cyber security threats.
Provided on-call support for network engineering duties.

Systems Administrator

Educational Systems Federal Credit Union

01.2013 - 07.2014

Configured routers/switches through graphic user interface.
Set up router and switch port forwarding rules.

Configured DMZ settings on routers and switches.

Installation and maintenance of computers, servers, thin clients, network switches and VoIP phone systems.

Installed operating systems on PCs, servers and thin clients.
Configured VoIP Polycom and Cisco phones.

Handled help desk issues routed through the call system in a timely manner.
Answered helpdesk support calls in a phone queue as well as responded to helpdesk calls submitted through helpdesk (Issuetrak) software.

Created and scheduled batch files to streamline automated processes.
Created batch files that grab files and send them to a directory for automated backups.
Scheduled batch files to automatically run through Windows Task Scheduler.
Created batch files that grab files and send them via ftp over to different locations.
Created batch files that count the number of files based on a specific extension and then output the file count into a new text document.
Created batch files that disable/enable windows services.

Worked with different departments to create and implement reports for specific needs that didn't exist.
Worked with vendors to develop layouts and SQL for reports.
Implemented reports to be refreshed on a monthly basis.

Simultaneously planned, worked, managed and implemented numerous company initiative projects.
Choreographed the scope of work, the timeline of the projects (many projects had overlapping dates), scheduled meetings with vendors and other departments, setup and commenced testing, got contracts signed and ultimately implement the finished product after debugging as the project lead on numerous projects.

Generated reports using SQL.
Regularly updated SQL reports for different departments.
Created SQL reports from SQL tables for different departments.

Performed daily, month-end and year-end processing including system backups and ACH posting/processing.
Modified the layout of month/quarter/year end processing.
Ran month/quarter/year end processing process in a timely manner.

Maintained and created departmental policies and procedures.
Wrote departmental procedures after the implementation of a new process was approved.
Updated corporate wide policies as needed when a departmental process has a change that affects the entire organization.
Updated procedures as necessary when a process has been modified.

Regularly provided after hours support through a VPN for system wide problems such as error messages or failures, and Microsoft Windows or Java issues.
Regularly monitored alert messages for services (through HarborNet service) after hours.

Summary

Overview

Work History

Network Engineer

Systems Deployment Administrator

Junior Network Administrator

Systems Administrator

Education

High School Diploma -

Skills

Certification

Timeline

Additional Experience

References

Similar Profiles

Donald BurtonDonald Burton

CURTIS BATIECURTIS BATIE

John ChisolmJohn Chisolm