Summary
Overview
Work History
Education
Skills
Certification
Custom
References
Timeline
Generic

Richard Shaw

Coral Springs,FL

Summary

Proven NOC Technician with a track record of enhancing network performance and security protocols at Optical Telecommunications Inc. Expert in Cisco systems and adept at team collaboration, I've significantly improved system reliability and efficiency. Skilled in both technical troubleshooting and providing exceptional support, my focus is on delivering tangible results and maintaining high-security standards.

Overview

21
21
years of professional experience
1
1
Certification

Work History

NOC Technician

Optical Telecommunications Inc
05.2022 - Current
  • Assessed network performance to identify system bottlenecks and improve workloads
  • Maintained network elements in peak condition through continuous network administration, network monitoring, and investigations focused on resolving anomalies
  • Protected sensitive and confidential financial information from unauthorized distribution or access by carefully following security procedures
  • Tier 1 Noc Operations

NOC Technician

Blue Stream Cable
06.2021 - 05.2022
  • Protected network assets with robust security protocols and regular updates
  • Resolved recurring issues by leveraging problem management strategies and known-error database information
  • Triaged network alarms and assigned incidents to qualified personnel for resolution

NOC Operation

Volt Workforce Solutions
REMOTE, FL
03.2020 - 06.2021
  • Monitors voice/data circuits for MSPs.
  • Opens TAC cases and monitors results.
  • Escalates to Tier 2 when necessary.
  • Works with Cisco Call Manager.
  • Monitors, Voice Gateways.
  • Coordinated with vendors and company personnel to facilitate purchases.
  • Diagnosed, troubleshot and resolved hardware and system problems.
  • Identifying, troubleshooting and resolving network problems.
  • Monitoring and responding to alarms from various systems.
  • Conferred with network users about solutions to existing system problems.
  • Monitored network performance to determine adjustments needed.
  • Developing technical documentation for internal use or external clients.
  • Consulted users to determine areas in need of improvement.
  • Providing technical support to users on all aspects of networks usage.
  • Coordinating with other teams for network related issues resolution.
  • Evaluating existing networks against industry standards and best practices.
  • Installed security software to protect networks.
  • Created firewall policies and updated continuously to maintain network security.
  • Performed regular maintenance tasks efficiently.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Configured, monitored and maintained email applications or virus protection software.

Network Operations Center Specialist

Convergys
07.2010 - 08.2018
  • Provided Tier 1 monitoring and troubleshooting support for LAN/WAN, Cisco/Avaya circuits and TCPIP configurations
  • Provided remote testing and technical support services for telecommunications partners, service technicians, and vendors
  • Detected and resolved service impairments in transport services, network hardware/software faults, and voice/data network elements
  • Received and prioritized support requests to maximize resource utilization.
  • Presented network systems training and information to employees.
  • Analyzed system logs and identified potential issues with computer systems.
  • Communicated technical information in easily understood terms to non-technical individuals.
  • Read and understood network printouts to locate facility equipment.
  • Handled equipment repairs and related trouble reporting.
  • Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
  • Provided technical support for LAN and WAN infrastructure components including cabling, hubs, switches, routers.
  • Terminated Cat6 cable connectors and modular plugs.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Configured and installed network hardware, such as routers, switches, firewalls, and access points.
  • Developed scripts using programming languages like Python and PowerShell to automate tasks in the network environment.
  • Assisted in developing disaster recovery plans for mission critical applications.
  • Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
  • Monitored network performance to detect potential issues or outages and take corrective action.
  • Performed troubleshooting to diagnose and resolve technical issues related to networks.

Desktop Support Specialist

Convergys
05.2004 - 07.2010
  • Provided support to 1,000 users, laptops, and desktops, as well as network and personal HP printers.
  • Assisted in maintaining photocopiers and fax machines to ensure functionality.
  • Sustained high call volumes of 90 to 130 calls daily as Help Desk Support in a high-stress acquisition environment.
  • Oversaw bug reports and completed resolutions within adequate timeframes.
  • Oversaw hardware, software and networking component monitoring, testing, and installation to assist maintenance and migration.
  • Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
  • Resolved printer-related issues by troubleshooting print jobs, installing drivers and replacing parts when necessary.
  • Managed remote backup and restoration services for new and replacement systems, maintaining consistent data integrity and transmission compliance with policies.
  • Responded to user inquiries regarding computer software or hardware operation to resolve problems.
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
  • Assessed operational data and configuration notes to maintain written end-user documentation.
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software.
  • Developed processes that improved customer satisfaction ratings while reducing response time on help desk calls.
  • Installed and configured hardware, software and network components according to established standards.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Managed inventory of IT assets including tracking serial numbers and purchasing additional supplies when needed.
  • Handled maintenance tasks to promote improved network availability.
  • Coordinated with vendors on service requests such as repairs or replacements of defective equipment.
  • Provided technical support to end users in a corporate environment for desktop computers, laptops, and related peripherals.
  • Oversaw daily performance of computer systems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Referred major hardware or software problems or defective products to vendors or technicians for service.
  • Provided training sessions for end users on how to use their workstations efficiently.
  • Troubleshot hardware and software issues and identified solutions to resolve problems quickly.
  • Pulled from deep IT knowledge to coordinate physical and software process improvement, pilots and proofs-of-concept.
  • Surveyed and supported technology assets to maintain business continuity.

Education

Associate of Arts - Applied Electronics & Robotics

Total Technical Institute
Self-Studying, NSW

Skills

  • Cisco Networking
  • Spectrum One Click
  • VPN Administration
  • Data and Voice Integration
  • ATM Trunk Interface
  • SharePoint
  • UNIX Command Line Expertise
  • Inventory control
  • Office 365
  • Dell Workstations
  • Microsoft Office Suite
  • Adobe Products
  • Oracle
  • Cisco Unity
  • Active Directory Administration
  • Network documentation
  • Remote Access Management
  • VoIP System Management
  • Local Area Network Management
  • Telephone technical support
  • Microsoft Teams
  • SolarWinds
  • FortiGate 64
  • Sonnet
  • TCP/IP
  • Ethernet
  • Wavelength Division Multiplexing
  • Preventive Maintenance
  • Information Security Measures
  • Software Setup
  • VPN Management
  • Ticket management
  • Fault tracing
  • IP Address Management
  • Mobile Device Support Services
  • Wireless networking
  • Network Performance Monitoring
  • Network Server Management
  • Data Backup Coordination
  • Network Connectivity Troubleshooting
  • Data Center Administration
  • Remote Connectivity Applications
  • Comprehensive Hardware Deployment
  • Familiarity With Multiple Operating Systems
  • Ticketing System Proficiency
  • Experience with ITIL Standards
  • Incident Handling Expertise
  • Helpdesk administration

Certification

  • A+
  • MCP
  • MCSA

Custom

  • Working towards AWS Practioner
  • Working towards JNICA

References

References available upon request.

Timeline

NOC Technician

Optical Telecommunications Inc
05.2022 - Current

NOC Technician

Blue Stream Cable
06.2021 - 05.2022

NOC Operation

Volt Workforce Solutions
03.2020 - 06.2021

Network Operations Center Specialist

Convergys
07.2010 - 08.2018

Desktop Support Specialist

Convergys
05.2004 - 07.2010

Associate of Arts - Applied Electronics & Robotics

Total Technical Institute

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Richard Shaw