Zachary B. Hayden
Ellenwood
Summary
System and Network Engineer with Security+ and hands-on experience designing, implementing, and securing IT infrastructure across 60+ locations. Skilled in Cisco, LAN/WAN routing and switching, system hardening, and cloud computing principles (CET-certified). Currently pursuing CCNA and expanding skillset into DevSecOps with Python, cloud security, and automation. Experience with leadership roles and being a people focused technologist. Looking to leverage my data IT background experience, contribute to a team and organization, learn new technical skills, and advance my career while growing with the company.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Field Service Technician
Arch Enterprise
12.2024 - Current
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Assisted in development of system security protocols.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
IT Systems Integrator
Classic Collision
10.2021 - 06.2024
- Led IT integrations for new shop acquisitions, managing the migration and integration of legacy systems into Classic's core IT infrastructure.
- Conducted on-site troubleshooting, system diagnostics, and software/hardware upgrades.
- Collaborated with Project Manager, Operations teams, and third-party vendors to address and resolve hardware installation and technical issues.
- Developed and executed comprehensive test plans to validate system modifications and enhancements.
- Coordinated with Project Manager and Operations teams to plan, schedule, and implement system changes, ensuring minimal disruption to business operations during rapid expansion on over 60 projects personally.
- Ensured compliance with industry regulations and maintained audit trails for network operations using CSA and NIST frameworks.
- Provided training and support to end-users on new systems and applications to help reduce total ticket submission on Day 1 by 65%.
- Configured and managed Fortinet network security appliances, collaborating with network engineers to ensure secure implementation.
IT Support Engineer II
Amazon
08.2020 - 09.2021
- Performed network engineering tasks including LAN/WAN configuration, routing, switching, load balancing and firewall management for 5 locations.
- Conducted data cabling, systems administration, and infrastructure maintenance in diverse hardware and software environments, mainly Linux and Windows.
- Ensured high availability and performance of critical IT systems during production hours through proactive monitoring and incident management maintaining 99% uptime.
- Engaged with management and technical teams to provide insights and recommendations for continuous improvement of IT solutions.
- Led 3 local technical projects, overseeing the implementation and documentation of policies, procedures, and processes.
- Conducted root cause analysis to address operational issues and optimize processes.
Technical Support Analyst
Apple
06.2017 - 02.2019
- Managed high-volume customer interactions, resolving technical issues, processing returns, and handling online queries while adhering to privacy standards.
- Stayed updated with the latest product knowledge and technical support training to provide accurate and effective customer service.
- Maintained detailed documentation of customer interactions to ensure seamless support continuity.
- Scheduled and coordinated appointments and follow-ups for customers requiring additional technical assistance.
- Utilized problem-solving skills to ensure rapid resolution of various technical issues.
Education
Certificate - Cyber Security
HW3 Foundation
Atlanta, GA05-2025
Ceritificate - Software Development
Year Up United
Atlanta, GA01-2020
Computer Science - undefined
Georgia State University
Atlanta, GA01.2018
Skills
- Programming (Python, HTML, JSON, Java)
- Verbal and written communication
- Troubleshooting and repair
- Web security
- Technical support
- Software configuration
- Network Configuration and Troubleshooting
- End point detection and response
- Database Management
- Identity Management
- Configuration of VoIP phone systems
- Customer training
- Installation and maintenance
- Multiple priorities management
- Project management
Certification
- APMG University Instructor - Cloud Fundamentals, APMG International, 08/13/24
- Cloud Fundamentals Certificate, ISACA, 09/05/24
- CompTIA Security+ ce Certification, CompTIA, 05/20/24
- Foundations of Coding, WGU, 01/04/25
- Networking Basics, Cisco, 02/07/25
- Introduction to Cybersecurity, Cisco, 02/07/25
- Introduction to Modern AI, Cisco, 02/12/25
- Introduction to Data Science, Cisco, 02/21/25
- Networking Devices and Initial Configuration, Cisco, 03/09/25
- Artificial Intelligence Fundamentals, IBM SkillsBuild, 04/05/25
- AI Fundamentals with IBM SkillsBuild, Cisco, 04/05/25
- Cyber Threat Management, Cisco, 04/20/25
- Network Support and Security, Cisco, 04/20/25
- Python Essentials 1, Cisco, 05/03/25
Timeline
Field Service Technician
Arch Enterprise
12.2024 - Current
IT Systems Integrator
Classic Collision
10.2021 - 06.2024
IT Support Engineer II
Amazon
08.2020 - 09.2021
Technical Support Analyst
Apple
06.2017 - 02.2019
Computer Science - undefined
Georgia State University
Certificate - Cyber Security
HW3 Foundation
Ceritificate - Software Development
Year Up United
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