Hi, I’m
Steve Cavazos
Client Support Engineer
Cibolo,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
years of professional experience
1
Certification
Work History
Edgio Networks
Client Support Engineer
03.2022 - Current
Job overview
- Provide front-line support in 24/7 environment promptly responding to customer inquiries, primarily by phone or email.
- Resolved customer's technical issues through diligent research, reproduction and troubleshooting while utilizing systems administration, networking and software skills.
- Review, document, troubleshoot and resolve customer's technical questions.
- Used remote diagnostic tools to identify sources of certain customer issues. Understanding of system logs and basic Linux commands. .
- Acted as facilitator and assisting with communications between customer and internal teams when escalating issues.
- Respond to customer requests within expected Service Level Agreements
- Took ownership of customer issues and escalations and set proper ,realistic expectations to deliver prompt solutions
- Coordinate corrective actions to restore and repair conditions internally and externally.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Marathon Petroleum Corporation
Network Administrator
10.2019 - 02.2022
Job overview
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Diagnosed and troubleshoot equipment, hardware, network, and software related issues in a timely manner
- Proactively initiated incident management process
- Created tickets, logs and reports that document actions taken and any information collected
- Performed systems administration, maintenance and support of infrastructure
- Tracked incident management of proactive and reactive issues through the trouble ticket system
- Coordinated NOC activities with field operations to diagnose and fix faults across the entire network.
- Conducted preventative maintenance for all network hardware and software systems
- Monitored the Network, Systems and applications for events and outages, created and routed tickets to the appropriate engineering teams, while communicating events and outages to management
- Supported local field operations with maintenance activities
- Work with team to maintain standard operating procedures (SOP)
GVTC
NETWORK OPERATIONS ANALYST
06.2018 - 10.2019
Job overview
- Proactively monitored and verified integrity and availability of all network, applications and services in a 24/5/365 NOC via reporting tools Solarwinds, Netflow and CMS
- Provided first level support for Special Circuit, Carrier, and Enterprise trouble reports reported by 3rd party representatives.
- Served as escalation point for other departments.
- Troubleshoot chronic / repeat network routing issues as well as onsite hardware issues.
- End-to-end ownership of network outages from identifying root cause to coordinating with field technicians to identify and fix the problem. Provided well-documented outage tickets and broadcast notifications internally.
- Actively engaged with Change Management, Provisioning and Upgrade processes.
- Experienced with a broad range of telecommunications technologies including cable broadband, DSL, Fiber to the Home, Video, Voice, IP routing and CPE's.
DAVIS VISION
LEAD NETWORK OPERATIONS ANALYST
06.2016 - 06.2018
Job overview
- Proactively monitor and verify integrity and availability of all network applications and services in 24/7/365 NOC.
- Provide routine Tier 1/ Tier 2 remotely, applying switch configurations and changes to Store Node configurations as needed.
- Analyze, document, and communicate incidents and impact through correlation of alerts from SolarWinds, while engaging ISP.
- Trouble ticket management (create, resolve, escalate and manage through to resolution) via Service Now.
- Engaged in the MPLS project transitioning from one ISP to another ISP; managing the cutover with technicians on site along with the ISP provider during the entire process.
KNIGHT OFFICE SOLUTIONS
FIELD SERVICE TECHNICIAN II
01.2012 - 02.2016
Job overview
- Performed a full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on clients' MFP's.
- Provided excellent face-to-face customer service while effectively executing all required territory management and call handling procedures.
- Maintained and managed my own parts inventory with a high degree of accuracy.
- Provided Tier 1 network troubleshooting for networked printers and copiers.
Education
ITT TECHNICAL INSTITUTESan Antonio, TX
ASSOCIATE OF APPLIED SCIENCE IN COMPUTERS AND ELECTRONIC ENGINEERING
03.2007
Skills
- Cisco Switches and Routers
- Content Delivery Network
- ServiceNow
- Printers
- Preventative Maintenance
- Technical and Escalation Support
- WAN, LAN and VLAN
- Linux Understanding
- Customer Service Focused
- Responding to Technical Questions
- Troubleshooting Network Issues
- Device Configuration
- Microsoft Office Suite
Certification
CCNA Routing and Switching Open Cloud Academy/ Code Up May 2016
CCNA CyberOps Cisco Learning Academy March 2018
CBT Nuggets- CCNP Enterprise Core Training- Present
Timeline
Client Support Engineer
Edgio Networks
03.2022 - Current
Network Administrator
Marathon Petroleum Corporation
10.2019 - 02.2022
NETWORK OPERATIONS ANALYST
GVTC
06.2018 - 10.2019
LEAD NETWORK OPERATIONS ANALYST
DAVIS VISION
06.2016 - 06.2018
FIELD SERVICE TECHNICIAN II
KNIGHT OFFICE SOLUTIONS
01.2012 - 02.2016
ITT TECHNICAL INSTITUTE
ASSOCIATE OF APPLIED SCIENCE IN COMPUTERS AND ELECTRONIC ENGINEERING
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