Zac Zembo
Supervisor Mobility Service Operations Engineer
College Station,Texas
Summary
Experienced Network Operations Engineer with a demonstrated history of working in the computer and network security industry. Skilled in customer service and relations, Windows, Microsoft Office, SQL databases, front end web development, javascript and python scripting, and network troubleshooting.
I graduated from Sam Houston State University with a Bachelor of Applied Arts & Science [BAAS] in Information Technology and Computer Science.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Supervisor Service Management Engineer
Viasat
05.2022 - Current
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Identified operational inefficiencies and implemented corrective measures, leading to overall increase in effectiveness.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- Established performance metrics for the MSO team, consistently tracking progress towards goals and making adjustments as needed.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Service Management Engineer - Airline Support Operations
Viasat Inc.
3 2019 - 05.2022
- Assist in identifying and triaging network impacting events
- Use CRM tools to communicate network maintenances and outages to customers
- Perform periodic analysis on network events and their impact
- Communicate findings to customers
- Perform external root cause analysis for network events and provide findings with customers
- Create and update standard operating procedures for our team
- Provide networking and user support in a 24/7 environment
- Answer questions from staff and provide guidance and feedback
- Coordinate internal resources and third parties/vendors for the execution of projects
- Diagnose issues with our customer and third party systems
- Document processes and resolutions
- Monitor, maintain, troubleshoot and assist internal and remote personnel with the resolution of network trouble issues
- Monitored the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions
- Types of devices used for deployed networks include (but not limited to): Cisco, Ruckus, MikroTik, HP, Netgear, Aruba, and more
- Create, edit, and maintain reports on different systems within the network
- Update network diagrams/documentation when needed
- Perform technical analysis of system issues and outages as they occur across customer enterprise networks
- Troubleshoot and resolve issues or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers
- Provide technical support for customers
- Design, update, maintain websites and servers
- Repair computers and electronics
- Microsoft Office (Excel, Word, PowerPoint, etc.)
- Experience with customer communications
- Experience troubleshooting / repairing computers and network devices
- Familiarity with Unix and Windows environments.
Computer Technician
Self-employed
02.2013 - Current
- Provide technical support for customers.
- Design, update, maintain websites and servers.
- Repair computers and electronics.
Monitoring and Dispatch Representative
Viasat Inc.
03.2017 - 03.2019
- Provide networking and user support in a 24/7 environment
- Answer questions from staff and provide guidance and feedback
- Coordinate internal resources and third parties/vendors for the execution of projects
- Diagnose issues with our customer and third party systems
- Document processes and resolutions
- Monitor, maintain, troubleshoot and assist internal and remote personnel with the resolution of network trouble
issues - Monitored the operational support systems to proactively identify service impacting events relating to IT,
network, and facility conditions - Types of devices used for deployed networks include (but not limited to): Cisco, Ruckus, MikroTik, HP, Netgear, Aruba, and more
- Create, edit, and maintain reports on different systems within the network.
- Update network diagrams/documentation when needed
NOC analyst
Netsurion
03.2014 - 12.2016
- Perform technical analysis of system issues and outages as they occur across customer enterprise networks.
- Troubleshoot and resolve issues or, depending upon complexity, escalates the issue to higher-level systems administrators and network engineers.
Education
Bachelor of Applied Arts & Science [BAAS] - Information Technology
Sam Houston State University
Huntsville, TX 01.2014 - 05.2017
Associates of Applied Science [AAS] - Information Technology
Blinn College
Brenham, TX 01.2014 - 05.2017
Skills
Windowsundefined
Timeline
Supervisor Service Management Engineer
Viasat
05.2022 - Current
Monitoring and Dispatch Representative
Viasat Inc.
03.2017 - 03.2019
NOC analyst
Netsurion
03.2014 - 12.2016
Bachelor of Applied Arts & Science [BAAS] - Information Technology
Sam Houston State University
01.2014 - 05.2017
Associates of Applied Science [AAS] - Information Technology
Blinn College
01.2014 - 05.2017
Computer Technician
Self-employed
02.2013 - Current
Service Management Engineer - Airline Support Operations
Viasat Inc.
3 2019 - 05.2022
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