Justin Owens

Worked as Desk side support technician

• Worked on various onsite equipment such as printers, Cat5 cabling, and server rack builds
• Repaired and conducted hardware replacement for desktops onsite use and remote users
• Worked all hours of day
• Setup computer station for New Hires and Transfers. Managed print services and extended support into conference rooms
• Contract only
• Managed inventory for PC's
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Passionate about learning and committed to continual improvement.
• Worked flexible hours across night, weekend, and holiday shifts.
• Organized and detail-oriented with a strong work ethic.

• Monitored over 500 devices including router, switches, Nodes, Load Balancers, Wireless AP’s, Tunnels on A/B sides of devices, Business Centers, Data Centers, and Carrier Vendors
• Experienced in following ticketing systems: Em7, Service Now, and Cisco Tac, meraki , velocloud
• Experienced executing Change request/scripting on routers and switches( port shutdowns, port enable) using securecrt, Gui, and remote Cyclades
• Hosted bridge calls for hardware replacement and cabling receding issues for Data Center
• Monitor EIGRP, BGP bounces, Traps received errors, and WAN link issues
• Utilized Cisco Show commands for basic troubleshooting
• Troubleshoot voip phones polycom, yealink, and cisco
• Experienced in broad works software, empirex, nuestar , Meraki, velocloud monitoring , and Dashboard platforms
• Present
• Improved customer satisfaction by promptly addressing and resolving support issues.
• Streamlined support processes for increased efficiency and faster issue resolution.
• Created user accounts and managed access control.
• Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.

• Serviced 2 different departments of support with on the Morgan Stanley account
• One department supporting company software and 3rd party software
• The other department supporting remote users and VOIP (Avaya technology)
• Experienced 2 plus years in Remote usage supporting remote login websites and VPN on company laptops.
• Quickly and effectively solve customer challenges
• Worked all hours day and night very flexible times
• As a Network Engineer for a regional operations center in a 24/7 constantly changing Operational Environment, providing support, network monitoring, and communication for customers, various IT departments and organizations, and their respective level 3 support team
• Provided level 2 support and troubleshooting to over 93 different clients over a wide range of network infrastructures for Cisco Router/Switch, WAN/LAN networking, Service provider outages, and incident response to client Network failures/outages
• Performed Cisco network device management changes and configurations in accordance with customer requests and change management board directives
• Managed Cisco Networking devices for life cycle end of life, Carried out Cisco Router and Switch IOS upgrades as well networking configurations for local developer and test lab environments
• Support and managed thousands of users and systems over multiple enterprise architectures
• Provided SME for project management, excel tracking, and service SLAs
• Regional Operations Center
• Assisted IT staff on troubleshooting issues and closing calls.
• Monitored system performance and responded to alerts.