Shawn Bracken
Leechburg,PA
Summary
Results-oriented IT Network Engineer specializing in network infrastructure design, troubleshooting, and cloud services management. Experienced in configuring and maintaining complex network systems while enhancing performance and security. Skilled in managing network security and optimizing system performance to ensure efficient operations. Proven track record of developing solutions that improve network efficiency and reduce downtime.
Overview
6
6
years of professional experience
Work History
Technical Support/IT Network Engineer
Ideal Integrations
North Versailles, Pennsylvania
02.2011 - 12.2011
- Troubleshot and escalated IS/IT and networking issues for clients using a ticketing system to ensure timely resolution.
- Upgraded and repaired hardware and software systems, enhancing overall system performance and reliability.
- Network Administration, Security, Setup and Repairs
- Used SonicWall, Dell, Cisco, Enterasys for Firewall, routing, switching, wireless, Others
- Used SonicWall, Websense, Barracuda, Bluecoat for Web Filtering
- Wireless devices include SonicPoint, Enterasys, Cisco, Others
- Virtual and Cloud Computing using VMWare, Citrix ZenApp, Windows based Server Systems
- Streamlined user access by managing accounts and permissions using Active Directory.
- Utilized Outlook and other tools for effective communication and scheduling.
Advanced Solution Specialist
Comcast/Xfinity
Pittsburgh, Pennsylvania
04.2009 - 02.2011
- Assisted customers in troubleshooting service issues and recommending solutions.
- Collaborated with team members to enhance customer experience and resolve inquiries.
- Educated customers on product features to improve usage and satisfaction.
- Managed service requests and escalated complex issues to senior staff.
- Conducted follow-up calls to ensure customer satisfaction with services provided.
- Provided feedback to management on common customer concerns and trends observed.
- Resolved customer account and billing problems.
- Troubleshot customer devices and diagnosed malfunctions.
- Created detailed reports on customer service performance metrics.
- Made targeted product and service recommendations based on customer needs.
- Reduced case backlog by expediting resolutions.
Assistant IT Coordinator
Chic LLC/Chick Downtown
Pittsburgh, Pennsylvania
11.2008 - 04.2009
- Coordinated IT support for staff and customers at retail locations.
- Assisted in maintaining and troubleshooting network systems and hardware.
- Managed inventory of IT equipment and software licenses effectively.
- Developed training materials for staff on new technology tools.
- Implemented software updates to improve system performance.
- Collaborated with vendors to resolve technical issues promptly.
- Documented IT procedures and protocols for future reference.
- Provided technical assistance during system upgrades and installations.
- Developed and implemented IT policies and procedures.
- Created detailed reports on system performance metrics.
- Diagnosed system problems and implemented solutions to ensure efficient operations.
- Collaborated with other departments to identify areas where technology can improve efficiency or productivity levels.
- Implemented changes based on feedback from users in order to enhance overall user experience.
- Responded promptly to user inquiries regarding IT services or products offered by the company.
- Ensured data integrity through regular backups of critical information resources.
- Monitored security access control systems and updated user accounts in line with company policy.
- Coordinated with vendors for procurement of hardware and software components required for projects.
- Coordinated the installation of new hardware and software components into existing networks.
- Conducted research into emerging technologies that could benefit the organization.
- Developed and maintained IT systems and networks, ensuring optimal performance.
- Applied updates and support for online and instore P.O.S. systems
Network Engineer
Computer Sciences Corp/Westinghouse
Monroeville, Pennsylvania
09.2006 - 06.2008
- Configured and maintained network devices to ensure optimal performance.
- Monitored network traffic to identify and resolve connectivity issues.
- Monitored network performance and troubleshoot any issues that arose.
- Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
- Assisted in the design of secure network architectures for projects.
- Documented network configurations and changes for future reference.
- Conducted troubleshooting on hardware and software issues affecting networks.
- Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
- Performed preventive maintenance of networking hardware and related software.
- Installed software updates on servers, routers, firewalls, and other network devices.
- Collaborated with cross-functional teams to implement network upgrades.
- Provided technical support to end-users regarding network access problems.
- Implemented, tested, validated and maintained networking services according to solution designs.
- Collaborated with other IT professionals to identify system needs and implement comprehensive solutions.
- Other
Associate engineer/Design Specialist/Support
Voda One
Pittsburgh, Pennsylvania
11.2005 - 09.2006
- Configured and designed VoIP systems, improving client communication capabilities.
- Configured, maintained and monitored VoIP network components such as gateways, PBXs, routers, switches and firewalls.
- Provided technical support for VoIP users, resolving issues efficiently and effectively.
- Resolved customer complaints regarding voice quality and dropped calls, ensuring reliable service through equipment and configuration corrections.
- Diagnosed complex problems involving multiple telecom systems using packet sniffers like Wireshark or OmniPeek.
- Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.
- Monitored system performance to promote network speed, availability and reliability.
- Collaborated with cross-functional teams to implement network upgrades, enhancing overall system performance and reliability.
- Evaluated new technology and network products for potential benefits to the organization.
- Others
Education
Bachelor of Science - Information Science And Technology
Penn State University
New Kensington, PA12-2005
Skills
- Network troubleshooting
- Network configuration
- Network security
- Firewall management
- Firewall configuration
- Firewall security
- Network monitoring
- LAN/WAN administration
- VPN implementation
- VoIP systems
- Voice over IP
- Routing protocols
- Switching technologies
- Switching protocols
- Cloud computing
- Remote infrastructure management
- Network performance optimization
- Performance monitoring
- Active Directory
- Systems analysis
- Technical support
- Technical documentation
- Process documentation
- Service reliability
- Equipment configuration
- Hardware installation
- Storage area networks
- Wireless networking support
- Wireless networks troubleshooting
- IP addressing
- IP address management
- IP address structure
- Network design
- Network architecture design
- DNS implementation
- Team collaboration
- Technical documentation
Timeline
Technical Support/IT Network Engineer
Ideal Integrations
02.2011 - 12.2011
Advanced Solution Specialist
Comcast/Xfinity
04.2009 - 02.2011
Assistant IT Coordinator
Chic LLC/Chick Downtown
11.2008 - 04.2009
Network Engineer
Computer Sciences Corp/Westinghouse
09.2006 - 06.2008
Associate engineer/Design Specialist/Support
Voda One
11.2005 - 09.2006
Bachelor of Science - Information Science And Technology
Penn State University