John Graham
Mount Holly,NC
Summary
Experienced with quality assurance processes and methodologies, ensuring accuracy and reliability in operational outcomes. Utilizes analytical skills and attention to detail to identify and address potential issues proactively. Track record of effective communication and collaboration with cross-functional teams, enhancing project success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Assurance Analyst / Technical Tier 2
NTT America
09.2019 - Current
- Designed and tuned Splunk dashboards and alerts to monitor distributed systems and detect anomalies in real time.
- Partnered with engineering teams to integrate Dynatrace and SolarWinds monitoring, providing deeper visibility into system performance and availability.
- Analyzed log data and correlated events across multiple platforms to identify root causes of outages.
- Provided Tier 2 support for firewall rule changes, VPN configurations, and secure connectivity troubleshooting.
- Produced technical documentation and monitoring reports, ensuring operational readiness and compliance.
- Optimized software performance through meticulous bug identification and resolution.
- Achieved faster release cycles with efficient test automation strategies and tools.
Help Desk Analyst
Dimension Data
12.2015 - 09.2019
- - Resolved AD, VPN, and multi-factor authentication issues for enterprise users.
- - Monitored system health and escalated alerts from monitoring tools to engineering teams.
- - Ensured SLA adherence through ticket management and coordination with field support.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Customer Service Specialist
Sprint
06.2013 - 07.2015
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Education
Certificate of Completion - Cybersecurity
UNC Cybersecurity Bootcamp
12.2024
High School Diploma - undefined
Sullivan Central High School
01.2009
Skills
- Monitoring & Observability: Dynatrace, Splunk, SolarWinds, SCOM, CloudWatch
- Distributed Systems: High-availability platforms, incident triage, log correlation
- Data & Analytics: SQL, Tableau, Power BI, KPI dashboards, reporting automation
- Infrastructure & Security: Cisco ASA, Palo Alto NGFW, VPNs, VLANs, IAM, Zero Trust
- Cloud Platforms: AWS (EC2, IAM, CloudWatch, S3), cloud security principles
- IT Service Management: ServiceNow, ITSM, JIRA, Confluence
- Operating Systems: Windows, Linux (Ubuntu, Kali), macOS
- Regression testing
- User acceptance testing
- Functional testing
- Test execution
Certification
CompTIA Security+
Timeline
Service Assurance Analyst / Technical Tier 2
NTT America
09.2019 - Current
Help Desk Analyst
Dimension Data
12.2015 - 09.2019
Customer Service Specialist
Sprint
06.2013 - 07.2015
High School Diploma - undefined
Sullivan Central High School
Certificate of Completion - Cybersecurity
UNC Cybersecurity Bootcamp
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