Jean-Pierre de Villeres

• Level 1 network support for over 30 local and international customers in financial, healthcare, construction, engineering, manufacturing, tourism and government sectors.
• Troubleshoots network issues dealing with Layer 2 (Switch Administration, Etherchannel, STP), Layer 3 (IP Routing such as EIGRP, OSPF and BGP, Multicast), VPN (IPsec, RAVPN, DMVPN, MPLS), Infrastructure Security(Device and Network Security), and Infrastructure Services(System Management, Network Services and Optimization) on regular basis.

Key Accomplishments:
• Earned promotion following superior performance and demonstrated ability to quickly learn and master complex concepts.
• Fixed multiple connectivity issues consistently and within resolution time preventing breach on SLA and saving the company from giving refund/credit to customers resulting to positive performance review and high quarterly bonus.
• Impeded DDoS attack by immediately calling the attention of cybersecurity team, and ISP after Netflow Bandwidth Monitoring tool reported suspicious spike in traffic preventing both financial and reputational impact on the company.
• Consolidated documents on load balancers, VPNs, IP Addresses, and Firewall rules ensuring all submitted details updated and relevant for seamless and timely migration for major customers.
• Managed Netflow traffic Analyzer tool and provides monthly traffic report which gauges bandwidth consumption and raises commercial opportunity to over utilized customers.

• Acts as first level helpdesk support and pro-actively monitor and maintain customer systems and servers.
• Administer and control the operation, configuration and maintenance of computer based information systems on both Windows and Linux platforms.
• Registers all assets subscribed to customers for contract renewals.
• Follow-throughs on assigned tasks to ensure timely resolution as per SLA and leverages ITIL processes.
• Point of contact between L2/L3 engineers, vendors, management and customers for issues or planned activities.
• Manages the password repository tool Pleasant to ensure secured access to mainframe systems.
• Provides remote hands support for routine tasks such as tape change, server restart or shutdown and hard drive installation.

Key Accomplishments:
• Performed above and beyond the scope of duty by helping a co-location customer upgrade development mobile devices by interfacing and upgrading the operating system version.
• Conducted proactive check-ups and alert monitoring for managed systems averted countless disruption and impact to customer infrastructures increasing customer approval rating and satisfaction.
• Wrote several support articles for the support knowledge base including report generation, configuring host entries and database dumps.

• Maintained the ventilation and high voltage electrical system inside the warehouse.
• Operated electronic devices, appliances, and apparatus such as testers, circuit breakers, exhaust fan, battery and generators.
• Diagnosed faults in electrical systems to locate the cause of a breakdown and correct the terminal.
• Performed physically demanding tasks moving and lifting heavy objects and appliances.