Susan Harley
Cary,NC
Summary
Resourceful Sr Specialist offering expertise in problem-solving, network troubleshooting and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple issues and developing innovative solutions in maintaining and resolving customer network issues.
Overview
34
34
years of professional experience
Work History
Sr. Specialist-Network Assur
HCL Technologies
11.2019 - Current
- Monitor, maintain, troubleshoot and implement changes for Verizon Financial Services including but not limited to NASDAQ and several financial banking facilities.
- Manage, maintain and troubleshoot wide array of network equipment and technologies in support of customer's network including Juniper, Cisco, WAN, Ethernet, Ciena, Anda, Overture, Flashwave, Tellabs.
- . Supported department leadership in implementing new policies, procedures and controls.
- Followed all company policies and procedures to deliver quality work.
- Familiar with Verizon tools including but not limited to ITS, ESP, ETMS, SNM, Gen-e.
- Continual improvement with certification in Cisco CCNA.
- Self-motivated and work well with other. Maintain a strong working relationship with customer. Able to meet customer needs and ensure deliver a superior customer experience.
Lead Engr(Spec) Tier 2
Verizon
10.2017 - 11.2019
- Dedicated NOC Lead Engineer.
- Monitor, maintain and troubleshooting issues for a Managed Dedicated Customer Network Service.
- Manage, maintain and troubleshoot a wide array of network equipment and technologies in support of customer's network, including but not limited to Cisco router and switches, MPLS, WAN, LAN, Wireless, DSL, DMVPN, Zscaler, Meraki, CPI, Ixia.
- Based on fault isolation in combination with SevOne statistical information and an understanding of client's needs, perform assessment analysis for customer and identify growth revenue when needed.
- Work directly with customer to coordinate installation of new applications and identify and resolve any network compatibility issues. Work with customer and vendors to identify and isolate existing application connectivity issue.
- Review customer requested network changes to ensure will not adversely impact customer's network and implement as needed. Accomplish updates, upgrades, change request and maintenance to customer network as needed.
- Lead liaison with customers cloud security team Zscaler. Troubleshoot network issues that transverse their security system and ensure customer network runs efficiently and securely. Assist with resolution of issues as they arise and coordinate troubleshooting efforts with Zscaler and or Firewall team as needed. As Zscaler network changes and nodes are decommissioned and activated, ensure customer network is not adversely impacted and coordinate and engage needed parties to make changes when needed.
- Work closely with Network Analysis, Project Manager, Project Engineer, Regional Service Manager and customer to maintain customer network and ensure operating efficiently and customer needs are met.
- Assist with development and review of MOP (Method of Procedure) to ensure customer's networks runs efficiently or resolve identified network issue and implement Plan Of Action to resolve.
- Continual self-improvement. Keep abreast of changes in technological advancement. Certified in Cisco CCNA, CCNA Wireless.
- Accomplish Shift Lead responsibilities as needed. Support Tier 1 technicians and assist in directing them towards resolution of issue when needed.
- Familiarity with Verizon tools including but not limited to ITS, ESP, ETMS, SNM, NMT,SNM, gen-e
Network Eng
Verizon
08.2000 - 09.2017
- Managed Services Network Engineer, Tier 1 Network Operations Center (NOC) Engineer and Lead Engineer.
- Proven track record of providing exceptional service for multiple Fortune 500 customers in a shared NOC environment.
- Versatile subject matter expert with the ability to apply advanced root cause analysis skills to resolve customer network LAN, WAN and telecommunications infrastructure issues.
- Strong leader in the team maintaining service level standards contributing to the effectiveness of Networks Security, Disaster recovery, and Business Continuity. Minimized customer network downtime by skillful proactive monitoring and troubleshooting of Enterprise environments; coordinating daily operations including ticket management, documentation, service management, circuit testing, and dispatch coordination. Responsible for controlling escalations to ensure that all existing SLA's are met.
- Strong telecommunications background facilitating, isolating and resolving network issues that include multiple different networking equipment and technologies including but not limited to Cisco, Juniper, Adtran, MPLS, WAN, LAN, Wireless, VoIP, QoS, VoIP and DSL.
- Ability to identify the appropriate tool and initiate corrective action using various Verizon tools and applications including ITS, ESP, ETMS, SNM, gen-e, IPSM, TCOMS, F&E, BGW, Netpro, Mecca, CLR, IMPACT.
- Accomplished Focus Manager and Team Lead roles as needed to support customer and team needs.
Telecommunication Specialist
USAF
06.1991 - 06.2000
- Supervised and directed team of up to 6 Communications network professionals. Shift Supervisor directly in charge of operation, troubleshooting and maintenance of Military Telecommunications System Control Facility.
- Designed, installed and maintained communications network for 10 local organizations. Responsible for monitor maintaining, troubleshooting and quality control supporting over 600 customers.
- Monitor, analyze and test using a variety of electronic equipment including but not limited to Protocol Analyzer, Network Probe, Multi-meter, Firebird Test set.
- Design, install, monitor and maintain digital communications circuits and networks. Fabricate, installed and maintained copper and fiber optic media cables.
- Deployment to remote location and assisting with installation and decommission of communication networks for temporary training facilities.
Education
Cisco CCNA Certification / CSC011661287
CCNA
08.2024
ITIL Foundation Certificate in IT Service Manageme
ITIL
Exin/AxelosAgile And Scrum Methodology
Skillsoft Secure Agile Programming Completion
Associate of Science - Electronic Systems Technology
Community College of Air Force
Florida06-2000
Skills
- Technical communication
- Knowledge sharing
- Technical troubleshooting
- Knowledgeable of Cisco, Juniper, Meraki, Zscaler, MPLS, WAN, LAN, Wireless, DSL, DMVPN, Ethernet
- Familiar with Verizon tools including but not limited to ITS, ESP, SNM, NMT, Gen-e, TCOM, Dtix
Timeline
Sr. Specialist-Network Assur
HCL Technologies
11.2019 - Current
Lead Engr(Spec) Tier 2
Verizon
10.2017 - 11.2019
Network Eng
Verizon
08.2000 - 09.2017
Telecommunication Specialist
USAF
06.1991 - 06.2000
Cisco CCNA Certification / CSC011661287
CCNA
ITIL Foundation Certificate in IT Service Manageme
ITIL
Agile And Scrum Methodology
Skillsoft Secure Agile Programming Completion
Associate of Science - Electronic Systems Technology
Community College of Air Force
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