Nnaemeka Adibe

 Nnaemeka Adibe 3660 Vienna St. Irving, TX 75038 - - Summary: Outstanding customer service and support skills. Highly motivated, able to multi-task and prioritize workload under pressure, as well as increase pace as workload demands. Excellent interpersonal skills with the ability to build rapport and develop regular clientele. Team player, Keen attention to detail. Positive attitude, able to go above and beyond for customer satisfaction. Answer questions and resolve customer complaints and problems. Anticipating needs and empathizing with diverse customers. Speak clearly, quickly, identify and resolve problems, listen and respond to requests, and follow up to assure complete satisfaction. Education: -North Lake College. Irving, TX Cisco Networking Program -King's College (High School), Lagos, Nigeria High School diploma Certifications: CCNA (Cisco Certified Network Associate) CCNP (Cisco Certified Network Professional) Skills: Understanding of network concepts such as TCP/IP, routers, switches, LAN/WAN and basic IP tools such as ping and trace route. CLI (Command Line Interface) Knowledge of routing protocols and Layer 2 switching. Knowledge of PC skills including: Microsoft Office, Excel, command Prompt and Internet/web-based applications such as Remedy Ticketing tool, Maximo ticketing system, Clarify ticketing system, Service-Now, Putty, SecureCRT, Dshell, SMARTS Monitoring System, salesforce ticketing tool. Work Experience: Presidio. Irving, TX Feb 2021 – Present Managed Services NOC Technician (Remote). Full time position. Team member responsible for monitoring and managing customer networking, datacenter, security and collaboration platforms (Cisco, VMWare, Palo Alto, Juniper and other technologies). Work on the Managed Services Operations team as a Technician focusing on network, voice and datacenter technologies. The primary point of contact for all incidents into the NOC. Expected to interact with customers, peers and management via phone, IM, video, and email to ensure customer issues are resolved per contracted SLA’s while documenting all actions and communication in the ticketing system – ServiceNow. Providing remote hardware/software support; documentation, support logs and other related information throughout triage process. Assisting in monitoring and maintaining network hardware and software; analyzing and troubleshooting the logs and tracking the nature and resolution of problems and can perform all levels of routing incident analysis. Interacting with telecommunication, hardware and software vendors and operating on the customers’ behalf to drive resolution of issues while providing regular progress updates to any incident stakeholders. Maintaining excellent communication with Manages Services Operation Manager and supervisors on all tasks and projects. Responsible for communicating with customers, peers, team and managers regarding incident, request and change management. Using monitoring tools to investigate potential issues or respond to monitoring events. GDT - General Datatech. Dallas, TX Dec 2019 – Mar 2020 Staging and NOC Engineer Working with the 6th largest Cisco VAR (Value-Added Reseller) in North America and providing Network Operations and Security Solutions for many large enterprises, service providers and government agencies. Processed tickets which included escalations, alarms, incidents, and service requests reported via ticketing portals, calls, and emails. Performed initial troubleshooting and information gathering, and worked with Vendors and Service Providers to complete repair tickets and hardware RMA. Took ownership of open tickets, managed priority and provided updates. Implemented and supported route/switch solutions for clients based on best practices. Performed Network Audits, Cable Matrix, Break-fixes, and putting together MOPs for deployments and decommissions. Staged multiple Network Devices in Staging Lab: including racking and stacking of Cisco Catalyst switches, Cisco Nexus Switches, Cisco ISR routers, Cisco Wireless Accss Points, for testing, configuration, upgrading, and troubleshooting, before sending the devices to the warehouse to be shipped to the client. Verizon. Dallas, TX (Teksystems) April 2018 – Nov 2019 Broadband Technician Contract. Performing cut over of new services being provided on the Verizon and SONET network, working with Verizon Field Operations Technicians over the phone and via chat to install the new service and test it, ensuring that the service that was sold to the customer is configured properly through the Verizon Network, tested end-to-end, activated and tested with the customer to their satisfaction, and then activating the service, ensuring that the service was up and running on the service due date. Handling all pre-test and field test on all Verizon broadband products of which include DIA (Dedicated Internet Access), Point-To-Point Private Lines, MPLS-IP-VPN, Ethernet Over Copper (EoC), Ethernet Over Serial (EoS), VOIP, and Wireless. Conducting Bridge calls with Field Operations Technicians, LECs, Carriers, Network Engineers, Service Delivery Coordinators, and Customers to troubleshoot and resolve circuit connectivity issues. Performing Ethernet Layer 2 and Layer 3 testing: RFC tests, Speed tests, loop tests, and troubleshooting, validating mac-addresses, VLAN, WAN / LAN IP addressing, traffic, packet transmission, and port settings in Network hubs, switches, and routers. Mapping moderate Broadband cross-connects in the Verizon network, configuring and troubleshooting Cisco 15454, Cisco ASR 9010, Juniper MX960, Adtran TA5000, and Ciena 311v. T-Mobile NOC. Frisco, TX (Insight Global) April 2017 – Sept 2017 Network Operation Technician II 6 month contract project. Assisting client (T-Mobile) with a large network deployment across multiple regions to improve their network coverage for customers. Assisting with Metro PCS and T-Mobile Retail store deployments, cut-overs, installations, new store turn-ups, store relocations, and upgrades, remotely from the T-Mobile Network Operations Center in Frisco, Texas, working with field technicians over the phone and via chat to ensure that the deployments are going smoothly, validating any new equipment that has been installed on the network, and configuring new Cisco routers and Cisco switches as well as providing support for the existing infrastructure. Executing and following MOPs (Method Of Procedure) from supervision of Senior Network Engineers. Performing store migrations from T1 to Broadband connection and performing Bandwidth upgrades. Making sure that all devices on the stores' Local Area network (LAN) connected to the Cisco switch ports: printers, workstations, VoIP phones, POS system, Cash Drawer, Web Camera, Wireless AP, are up and running on the network, and that those devices are on the proper VLAN, and also resolving IP addressing and mac addressing issues. Escalating issues to the Senior Network Engineers for further troubleshooting. Executing network failovers and performing fail-over tests with Cradlepoint for backup connection. Performing Cisco switch port turn-up requests and switch port security resets. Responding to incoming calls from Retail store managers and field technicians for assistance with network outages and repairs. Troubleshooting store LAN/WAN connectivity issues and engaging Telecom carrier and service providers for circuit testing. Using software to diagnose and test T1 line connectivity issues. Working with cross-functional teams to ensure that all elements of the network which include the backbone network, and MPLS are properly connected in the deployment. Documenting and updating Work Orders in 'Pier' Ticketing Tool. AGC Networks Inc., Irving, TX May 2014 – Oct 2016 Tier 1 NOC Analyst Working with Telecom Vendors and High Speed data circuits (T1 to Fiber T3/DS3), opening and managing carrier trouble tickets for AGC customer: Bank of America. Coordinating high priority bridge calls with customer and carrier. Opening trouble tickets (Maximo, Remedy, and Salesforce ticketing systems) with Telecom carrier for testing and updating tickets. Proactively monitoring alarms for network devices (Routers, Servers, Firewalls, and switches), providing response to the alarms and troubleshooting. Provide first level customer service via phone, email, Auto-Ticket generation for VoIP/Telecom Support involving AGC Product Lines including Avaya and ShoreTel phone systems, and escalating to Tier II engineers if need be. Providing help desk support for both Internal and External customers. Troubleshooting Desktop Operating systems, in addition to Applications. Supporting TCP/IP network protocols and troubleshooting LAN networks and VPN connectivity issues. Establishing Root Cause Analysis on NOC events, both Internal and External. Interact with Team Members, Management, Various AGC Departments, Partners, and Third Party Organizations to maintain workflows, escalate, and ultimately resolve Customer Service Request. Maintain Service Level Agreements by maintaining NOC escalation time lines and continuous re-assessment of open issues. TD Auto Finance. Westlake, TX (Advantage xPO) Jul 2013 – Mar 2014 Collections Specialist High volume phone calls to assigned delinquent customers to make arrangements to bring their accounts current. Assist team members in contacting past-due accounts to achieve team and individual targets on a monthly basis. Perform basic skip tracing function when required. Contribute to the promotion and maintenance of positive customer relations by offering strategies to delinquent customers for the benefit of TDAF and the customer. Recommend solutions on delinquent accounts such as Deferral Payments, Re-writes, and Repossessions. Escalates accounts and issues according to collections policies & procedures. Compucom. Dallas, TX (Insight Global) Nov 2012 – Mar 2013 NOC Technician Serve as the technical liaison with carriers, Compucom's customers (Regal Cinemas, Discount Tires, and Chevron), and 3rd party vendors. Maintain records on repairs, downtime, Changes, and updates in Remedy Ticketing tool and Clarify Ticketing tool. Handling incoming SMARTS Alarms (Acknowledging and responding to alarms in SMARTS monitoring tool), and updating clients outage notifications via e-mail. Logging in to remote client equipment (Cisco Routers, Cisco Switches, and Adtran switches) and troubleshooting connectivity through Cisco Command Line Interface (CLI), validating an issue has been resolved and documenting specific actions and resolution appropriately. Reporting, investigating, and troubleshooting Network LAN/WAN outages: BGP, OSPF, & EIGRP connectivity issues, T1s, T3s, following procedures and guidelines, and escalating to Tier 2 for further troubleshooting. Configuring and managing switchport-security. Calling out to Telco's and escalating with carrier.