DellSenior Network Analyst - C3 Global Team Lead
Apr. 2011 - Oct. 2011Lincoln, Nebraska• Demonstrated expertise in the operation and oversight of DELL C3 (Customer Care Center) Global Teams. • Provided network resolution services for C3 clients (U.S. Dept. of Education, Stanford University, Catholic Health Initiatives, and several others).
• Educate, develop, and mentor staff on all aspects of Cisco and Juniper network equipment.
• Troubleshoot, asses, and resolve network issues according to established ITIL v3 operational processes.
• Investigate a wide array of difficulties, evaluate resolutions, and escalate problems to engineering for customer network incidents.