Nathan Robinson

• Assist in maintaining the Credit Union’s server hardware and software including, but not limited to, Exchange, Microsoft ADDNSDHCP, VMware, Storage (SAN) and network monitoring tools.

• Maintain network communications infrastructure including switches, routers, virtual private network (VPN) systems.

• Analyzes, administers and maintains voice, video and data communication networks.

• Supports in network security and ensures compliance with security policies and procedures.

• Proactively monitors the network performance by performing network monitoring, analysis, and performance tuning; troubleshooting network problems before they become an outage.

• Responsible for backing up servers and ensuring backup integrity.

• Responsible for the replication of Servers to offsite purposes for DR purposes.

• Proactively monitor and manage the telecommunication line (T1, Ethernet) and interfaces with the vendor to ensure appropriate resolution during network outages.

• Responds to system-wide outages of any components that comprise the network computing environment (i.e. servers, network infrastructure) and restore services to operational level.

• Implement and maintain Disaster Recovery plan (DR) initiatives. Conduct DR testing at Disaster site and provide summary reports on success of such tests. Identify any deficiencies in DR recovery procedures and incorporate appropriate changes into documentation.

• Manage the network security from the Network Firewall to the access lists on the routers.

• Work with third party vendors to resolve network issues.

• Keep all the servers updated with latest security patches and software upgrades.

• Provide support for all Help Desks tickets that are generated.

• Responsible for ensuring the maximum uptime & efficiency of the primary customer-facing network by utilizing various NMS tools, such as SolarWinds, Zabbix, & custom in-house tools

• Company Overview: Juniper Networks Certified Internet Associate
• Manage customer relationships, onsite, in an inbound/outbound call center: Answering Questions: Provide accurate information and respond to inquiries
• Use critical thinking while multi-tasking, system swapping, and reaching resolutions efficiently
• Processing Orders: Handle transactions, cancellations, returns, and exchanges
• Maintain an updated record of customer interactions and accounts
• Pull log data from NMS tools to identify key performance indicators such as network performance & network uptime to generate Excel reports highlighting these KPIs for senior management
• Provide advanced troubleshooting support for the company's business-level customers & provide priority escalation support for residential customer-related issues that are more complex & demand a higher level of troubleshooting expertise
• When network issues arise, provide efficient & timely resolution by either finding the root cause of the problem & engaging the appropriate team or working w/ other departments such as network engineering, ISP & OSP
• Work with 3rd party vendors to support daily operations of the network as they provide additional troubleshooting support with their equipment when issues arise
• During network maintenance or upgrades, responsible for ensuring that network interruptions or impacts to other parts of the customer-facing network are kept to a minimum
• After maintenance has been completed, perform checks & quality assurance to ensure network integrity & restoration of services to customers
• Be the main point of contact during network incidents or outages, ensure the effective relay of information to appropriate teams, leadership & customers impacted by incidents or outages
• Create/update documentation that highlights & covers either network troubleshooting best practices or outlines appropriate procedures and steps to be conducted during network maintenance & after maintenance quality assurance checks
• Record incidents & correlate them with the events
• Apply appropriate workarounds
• Communicate and coordinate resolution w/ other support levels including third-party partners & vendors
• Juniper Networks Certified Internet Associate

• Installing and configuring new technology to be used by the company, such as hardware, operative systems, and programs or applications
• Resolving Issues: Troubleshoot problems, and resolve product/service issues
• Providing Information: Offer details about products/services and assist with sales inquiries
• Proactive Customer Outreach: Engage in proactive support and monitor brand mentions
• Handling Complaints: Address customer complaints, diffuse conflicts, and ensure resolution
• Collecting Feedback: Gather and analyze customer feedback to improve services
• Responding to Reviews: Address customer reviews to manage brand reputation effectively
• Developing Knowledge Base Content: Document product/service knowledge into valuable content
• Providing assistance to company staff or clients with technology-related issues: Understanding the issue and its cause; solving the problem; and explaining the problem to the staff member or client
• Remote: Giving regular maintenance to existing hardware and computer systems
• Writing reports on the status of all hardware and software in the company
• Troubleshooting systems and applications: Running diagnostics on malfunctioning hardware or software; and finding solutions for any issues and implementing it
• Replacing damaged or malfunctioning parts on hardware when necessary: Ordering new parts when out of stock
• Implementing and assisting on the roll out of new applications or operating systems: Learning about the new application or operating systems; running tests before implementing them in all systems; evaluating new applications or operative systems; and installing them on all systems in the company

• Develop and maintain long-term relationships with clients and vendors
• Independently and through coordination with sales assistants and planning/purchasing personnel ensure orders are entered correctly, check delivery status, conduct order status updates, expedite orders for clients and return phone calls and information requests in a timely manner
• Consistently hit and exceed sales goals monthly
• Create, maintain and follow-up on quotes achieving a high conversion rate to actual orders

• Shipping & Receiving: Schedule daily incoming shipments
• Unload freight; inspect the quality and condition of the merchandise
• Distribute contents to the correct bin location and create bin tickets
• Input RTV's
• Picked and packed all orders for shipment/merchandise pick-up
• Worked with customers to find exactly what they need for their home or other interests