Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Louisa Fornah

Dallas,Texas

Summary

Innovative Network Engineer provides reliable and vital connectivity for multi-site installations. Integrates fixed wireless, terrestrial and satellite-based solutions to create streamlined network infrastructure at enterprise scale. Trusted to develop fast and secure infrastructure plans for facilities and networking hubs. Forward-thinking Network Engineer specializes in adapting business networks to emerging work realities. Provides secure connectivity for dispersed and cloud-based workforces through careful implementation of VPNs and user management tools. Builds large-scale, flexible networks designed to adapt to changing global business realities.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Network Engineer

Equinix
06.2021 - Current
  • Investigate customer concerns and resolve configuration issues across a variety of product lines
  • Act as “problem owner,” escalating to other support and specific engineering groups, following the status of the incident until it has been confirmed to be resolved
  • Troubleshoot network events and outages on carrier equipment and as needed for repair i.e., software/firmware upgrades, following maintenance procedures, and recovery tactics
  • Help handle incoming calls from Tier 1 NOC to resolve on-demand issues
  • Act as a mentor to provide training and coaching while exhibiting excellent team player skills
  • Lead technical bridges and provide troubleshooting direction
  • Interface with vendors, Engineering, and other peer operations organizations
  • Proactively analyze data metrics, identify problem areas, and provide actionable insight to management on how to mitigate the problem
  • Often serving as lead on multiple projects spanning different engineering disciplines within the organization sharing expertise and training others
  • Updates job knowledge by participating in educational opportunities; reading technical publications, participating in online self-paced training or OJT with team members
  • Submit and execute Change Management Requests, ensuring that all maintenance is properly validated to minimize subscriber impact to (ideally) zero
  • Create and maintain; knowledge base articles, policies, best practices, and methods of procedure (MOPs), in an ongoing effort to ensure problem management success.
  • Assisted with implementation and support of network monitoring tools.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Troubleshot complex multi-vendor network service provider issues.
  • Monitored network capacity and performance to diagnose and resolve complex network problems.
  • Collaborated with vendors to identify best options for optimizing network performance.
  • Provided complete end-to-end engineering and installation of route-based IP network solutions.
  • Provided detailed network diagrams and procedural guidelines.
  • Escalated emergency technical issues beyond knowledge to maintain optimum up-time.
  • Created VPN infrastructure and allowed for secure remote connections.
  • Performed troubleshooting for Juniper, Cisco, and packet analysis.
  • Liaised with stakeholders to keep project goals and deadlines on target.
  • Established robust infrastructure and data capacity for new applications.
  • Integrated data, voice and video networks for use in multi-site installations.
  • Integrated fixed wireless connectivity into facilities requiring high-speed networks.
  • Configured and troubleshot VoIP and multi-media distributed systems and platforms.
  • Organized frameworks to transfer secure data from internal to external and public networks.
  • Recommended options for disaster recovery and remote access security.
  • Applied tier-isolation best practices to support multi-tier architectures.
  • Detected intrusion attempts and promptly responded to DDoS attacks.

Config and Asset Management Engineer

Capital One
01.2021 - 04.2021
  • Making sure that Enterprise Directory Accounts are maintained, and Directory services authentication requirements are met
  • File and Print, Software deployment, Desktop inventory, and license tracking Desktop security are properly addressed
  • Imagine company computers and making sure that Domain Controller operating system software is up to date
  • Making phone calls to users, Change or create Passwords for users, printing out tickets
  • Managing the day to day activities of the process, including establishing priorities and work assignments
  • Tracking compliance to policies and procedures and resolving/escalating any compliance issue
  • Facilitates Configuration Management audits
  • Reviews critical incident outage resolution results and responses and dispositions of failed changes due to CMS related issues
  • Facilitates communication and engages business and IT management to encourage configuration management efforts and value proposition
  • Implemented and monitored security measures for communication systems and networks and delivered advice on established security standards.
  • Verified quality and completeness of department's asset database, data warehouse and materials and research dashboards.
  • Collaborated with other departments to facilitate successful project completion.
  • Trained and mentored junior engineers, providing guidance and direction.
  • Analyzed and interpreted data to identify trends and recommend improvements.
  • Analyzed and interpreted customer requirements to develop engineering solutions.

IT security auditor

Securus
01.2019 - 01.2020
  • Technologies
  • Assist with audit planning and drafting initial audit scope
  • Document details of planning and walkthrough meetings
  • Under supervision, review audit documentation; begin to determine risks and the potential impact of risks on the organization
  • Assist in identifying controls to mitigate potential risk factors within assigned process/areas
  • Contribute to the development and maintenance of risk-based audit plans
  • Develop, document and execute audit test steps in partnership with more senior team members
  • Assist in evaluating controls and in identifying control gaps
  • Conduct substantive testing, such as tests of detailed activities and transactions or analytical review tests, to obtain audit evidence
  • Document and maintain sufficient supporting information (such as flowcharts of end-to-end business processes) and facilitate the presentation of findings and conclusions in accordance with work paper standards
  • Identify and discuss audit findings with audit team and document exceptions
  • Assist with drafting audit reports and key deliverables.
  • Followed established auditing processes to meet internal and regulatory requirements.
  • Analyzed data and findings to prepare reports detailing financial information.
  • Planned and executed follow-up audits at appropriate intervals.
  • Adapted plans and schedules to meet changing priorities of work objectives, resources and workload demands.

Customer Service Representative

securus Technologies
01.2018 - 01.2019
  • Field customer interactions, providing accurate, thoughtful, personalized, and professional support to secure customer retention
  • Conducted customer technical support across installing and navigating new technology such as the JPay money transfer application,
  • JPay tablet, and kiosk use
  • Performed regular maintenance and error diagnostics for hardware and tablet systems, identifying solutions, contingencies, and apprising customers and the IT department of any changes
  • Remained calm and professional in the face of dramatic or extreme customer anger and escalations, committing large volumes of company products and services to memory to serve or pacify agitated customers quickly and discretely.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Maintained up-to-date knowledge of product and service changes.

Marketer, Teller

Ecobank Sierra Leone
01.2013 - 01.2017
  • Oversee daily operations and managed critical accounts while establishing team benchmarks and deadlines
  • Regularly conducted in- depth data analysis and trained the IT department across Payment Card Industry procedures and compliance guidelines
  • Vetted loan applicants, monitored payments, researched and mitigated any discrepancies, and fostered positive customer relationships emphasizing retention and high service standards
  • Secured all government laws, regulations and ensured all security protocols were observed diligently
  • Drove average profit and customer acquisition rates by instituting new direct marketing initiatives
  • Kept branch operating efficiently by motivating staff team with additional support and positive reinforcement.
  • Identified appropriate marketing channels and target customers for campaigns.
  • Wrote engaging and successful marketing, advertising, and website copy.
  • Developed campaigns and specific marketing strategies for clients.
  • Worked within budget parameters to develop and implement marketing strategies by analyzing key data and consumer demographics, increasing revenue 98%.
  • Assisted in development of products and services previously unrepresented in industry to increase shares in new markets 98%.
  • Worked within budget parameters to develop and implement marketing strategies by analyzing key data and consumer demographics, increasing revenue 85%.
  • Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.

Education

Masters of Science - Cybersecurity

The University of Dallas
Dallas, TX
12.2020

Bachelor of Science - Financial Services

University of Sierra Leone
Sierra Leone West Africa
10.2013

Skills

  • Routing Protocol Expertise
  • Excellent Presentation Skills
  • Network Troubleshooting
  • Security Platforms
  • Engineering and Technology
  • CiscoWorks
  • Technical Support
  • Firewall Management Tools
  • Dashboard Creation
  • Hardware Installation
  • Effective Communication
  • MPLS Routers
  • SNMP Monitoring
  • Network Device Monitoring
  • Database Maintenance
  • Cisco Wireless Routers and Switches
  • MPLS VPN Implementation
  • IT Best Practice Framework Expertise
  • IPv6 Technologies
  • Port Security Knowledge
  • Unix Shell
  • Utilization Management
  • Circuit Management
  • Hardware and Software Configuration
  • Network Operations
  • Root Cause Analysis
  • Verbal and Written Communication
  • Information Processing
  • Network Security Systems
  • Network Configuration
  • Change Management
  • Compliance Assessments
  • Network Security
  • Virtual Private Networks (VPN)

Certification

Areas of expertise Customer Protection and Compliance Data Mining, trends and Reporting Network mapping Networking Security Compliance Digital Forensics Data Analysis and protection Root cause Analysis Incident monitoring and Reporting Network Security and Testing Digital Forensics Change management Pre and Post incident reporting

Timeline

Network Engineer

Equinix
06.2021 - Current

Config and Asset Management Engineer

Capital One
01.2021 - 04.2021

IT security auditor

Securus
01.2019 - 01.2020

Customer Service Representative

securus Technologies
01.2018 - 01.2019

Marketer, Teller

Ecobank Sierra Leone
01.2013 - 01.2017

Masters of Science - Cybersecurity

The University of Dallas

Bachelor of Science - Financial Services

University of Sierra Leone

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Louisa Fornah