Marc Mitchell

I am a leader with strong planning, organization, and implementation skills. Result driven, with over 20 years of continuous success, I am able to consistently provide excellent telephone network support. A proactive individual with a logical approach to challenges, I perform effectively even within a highly pressurized working environment. Being a creative individual with the ability to quickly grasp new ideas and concepts, I am able to develop innovative solutions to a variety of problems.

• Tier II Network Analyst, Comm-Works LLC, Naples, FL, 03/01/17, 10/01/23, Assisted network engineers in resolving complex network outages, Developed and applied testing and troubleshooting plans, Handled troubleshooting carrier related network issues on-site and escalate problem to higher level of support, when required, Documented network problems and resolutions for future references, Cisco (Meraki Cloud), Fortinet & Cradle-point installation and configuration, Maintained technical and operational documentation and training materials for installation and configuration activities
• Network Support Engineer, Network Access Products, Fort Myers, FL, 03/01/13, 03/01/17, Analyzed, tested, isolated and repaired network and customer issues with Fortinet Firewalls, Cisco Meraki Cloud Management and Cradle-point 4G, Performed proactive monitoring, configuration management and fault resolution of complex voice and data services utilizing Logic Monitor, Developed and maintained relationships with vendors and clients both internal and external to the company, Used Connect Wise Ticket System for management for documentation
• Technical Support Associate, Independent Consultation Inc, Weston, FL, 10/01/11, 03/01/13, Conducted all customer service representation, Preserved customer and vendor database, Proficient in NT, Windows XP, RAS, VPN, MS Office Products (Excel, Word, PowerPoint), MS Exchange, MS Outlook, MS Explorer, and Firefox, supported numerous in-house PC and web-based applications., Maintained and updated company website
• System Support Specialist, The Hartford Insurance Company, Hartford, CT, 02/01/09, 08/01/11, Primary point of contact for all applications and systems and entire employee base, Supported PC's, Blackberry, I Pad and VOIP Technology, Supported MS Windows NT, MS Windows XP, RAS, VPN, MS Office Products (Excel, Word, PowerPoint), MS Exchange, MS Outlook, Lotus Notes, MS Internet Explorer, and Firefox, Sustained numerous in-house PC and web-based applications, Carried employees working remotely utilizing Juniper Routers and Virtual Desktop Applications via Wyse Terminals, supported by Citrix Environment. Monitored active VPN Sessions for system performance issues., Updated and maintained Remedy Trouble Tracking System for problem resolution efforts in a timely manner. Averaged 40 to 50 tickets per day, with resolution rate of 89%