1. REG I N A L D MA R S H A L L
2202 Wild Apple Court Phones: 919.323.7909
Apex, NC 27523 Email:firstname.lastname@example.org
Senior Network Support Engineer and Administrator
Senior Network Engineer and LAN/WAN Administrator with over 15 years of experience supporting clients in highly
regulated industries.Expert in root causeanalysis with the unique ability to quickly and accurately resolvea broad
range of customer issues while maintaining consistent network performance. Extensive domain expertise in high
demand Financial Service,Banking,and Government E911 environments which require99.9% uptime. Skilled leader
and mentor comfortable managingteams supportingenterprisesystems in diverse LAN, WAN, Telecommunications
and IT Enterprises. Proven ability to take on large project initiatives and create processes and procedures that
optimize the delivery of services that meet or exceed SLA requirements. Heavily invested in personal and
professional development with a Cisco CCNA, CCDA, and currently in process with a CCNP.
Areas of Expertise
Level 2 and 3 support
Software Installation and
Expert Customer Communications
Root Cause Analysis
SLA Performance Management
Act as technical leader for thenetwork operations center team and as a SME(SubjectMatter Expert) on network
and customer related issues
Track major service outages and other service affecting activities. Advise inter-department groups of
occurrences and ensure progress towards resolution. Perform case management function on outages as
Handle internal/external customer escalations via phone, tickets or email and escalate further any customer -
related issues to the appropriate group or manager as necessary.
Assist with monitoring, overflow phone queue calls, and creating and handling repair tickets or service orders
for customers as needed.
Provide technical information or direction for less experienced employees as assigned.
Analyze current network supportprocesses and update as needed and/or refer priority issues to management.
Special projects and other duties as assigned.
2. MARTIN MARIETTA, NC 2015 – PRESENT
Selected by management to replacethe AT&T Project Manager for a largeTelco customer’s transiti on to AT&T
as the service provider that included skillfully coordinating the deployment of technical resources, insuring
proper configuration of switches,T1’s and routers, and accurately maintainingmultiplesitespecific equipment
Successfully maintained a full schedule of Enterprise Break/Fix responsibilities.
2005 - 2015
Proven track record of providing exceptional service for Fortune 500 financial customers including Citi, Wells
Fargo, Bank of America and Chrysler.
Successfully led a team of 12 employees to ensure optimal productivity for mission critical Financial Institution
networks that required 99.9% up time.
Versatile SME with the ability to apply advanced root cause analysis skills to resolve Network Administration,
LAN, and telecommunications infrastructure issues.
Contributed to the development and implementation of standards, processes, and procedures to deliver high
quality and consistent support.
Recommended methodologies that continuously improve first call resolution which fosters strong customer
perception and client relationships.
Provided leadership in maintaining service level standards that contributed to the effectiveness of Enterprise
Security, Disaster Recovery, and Business Continuity planning.
Senior member of the Level 3 supportteam that identifies and isolates problems,troubleshoots issues fromthe
physical layer,configures router and switch configurations,and performs physical repairwhen required to meet
Received OVATION award for Verizon business leadership for maintaining the highest degree of operational
Minimizenetwork downtime by skillful proactive monitoring and troubleshooting of Enterprise environments.
Expert at coordinating daily operations including ticket management, documentation, WAN & VOIP device and
service management, circuit testing, and dispatch coordination.
Responsible for controlling escalation procedures to ensure that all existing SLAs were met.
Strong telecommunications background facilitated isolating and resolving frame relay, ATM, point to point,
VBNS, TLS, CPA, VOIP and MPLS circuit issues from DS0 up to OC.
Extensive experience as a NOC Engineer providingWAN supportfor the Commonwealth of Pennsylvania,United
States Coast Guard, E911, and various government agencies.
Ability to identity the appropriatetool and initiatecorrectiveaction using various Verizon Business proprietary
applications including ITS, ESP, ETMS, SNM, and Gen-e.
Trained new team members on protocol, tools, and customer service best practices.
MCI/CITIGROUP, CARY, NC 2000 – 2005
DATA SUPPORT PROFESSIONAL
Exceptional performance resulted in promotion to Data Support Professional to assist with non-managed
customers for Physical layer I & II testing of T1’s, fractional T1’s, Multilink and DS0 circuits.
Recognized by management for the ability to isolatecustomer issues and resolvethe majority of tickets within
3. Partnered with local telephonecompanies nationwidefor outage resolution,local network testingand dispatch
isolation while supporting multiple customer network platforms such as ATM, Frame Relay and point to point
Customer focus resulted in building client rapport and confidence in the company service.
Contributed to the effectiveness of automated document flow by tracking escalation within Verizon
management and within the local provider’s management chain.
Extensive experience with premium tools, applications and systems including Remedy, Electronic Ticket
Management Systems, SharePoint, Putty, Citrix and Convergence Phone Systems.
Cisco Certified Network Administrator (CCNA)
Cisco Certified Design Associate (CCDA)
Currently working on CCNP Passed SWITCH 300-115 and CCNP ROUTE 300-115
B.S. in Political Science, North Carolina Central University, Durham, NC