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More>Leo Panda
Focused on network administration, systems support, and information security fundamentals.
Network Support Analyst with 4+ years of experience troubleshooting LAN/WAN connectivity, VPN access, Windows environments, and enterprise network incidents. Skilled in ServiceNow, Active Directory, Microsoft 365, Wireshark, and Cisco network fundamentals, with a strong record of reducing repeat tickets and improving response times.
- Resolved an average of 42 weekly network and endpoint tickets, maintaining 96% SLA compliance across clinics, administrative offices, and remote users.
- Troubleshot VPN, DNS, DHCP, and wireless connectivity issues, reducing recurring access incidents by 23% through root-cause documentation and escalation trends.
- Supported Cisco switches, Meraki access points, and firewall rule requests, coordinating with network engineers to complete changes without unplanned downtime.
- Created 35 knowledge base articles for common network issues, improving first-call resolution by 18% for Tier 1 service desk analysts.
- Provided Tier 2 technical support for 28 client environments, handling network connectivity, Microsoft 365, workstation, printer, and VoIP issues.
- Used Wireshark, ping, traceroute, and SolarWinds alerts to isolate packet loss, latency, and device failures within SLA response targets.
- Administered Active Directory user accounts, security groups, and password resets, reducing onboarding support delays by 30% through checklist standardization.
- Assisted with firewall, switch, and access point deployments for eight client sites, validating configurations and documenting network diagrams after implementation.
Network infrastructure, troubleshooting, and operations credential.
Cisco routing, switching, IP services, and network fundamentals credential.
Leo Panda
Focused on network administration, systems support, and information security fundamentals.
Network Support Analyst with 4+ years of experience troubleshooting LAN/WAN connectivity, VPN access, Windows environments, and enterprise network incidents. Skilled in ServiceNow, Active Directory, Microsoft 365, Wireshark, and Cisco network fundamentals, with a strong record of reducing repeat tickets and improving response times.
- Resolved an average of 42 weekly network and endpoint tickets, maintaining 96% SLA compliance across clinics, administrative offices, and remote users.
- Troubleshot VPN, DNS, DHCP, and wireless connectivity issues, reducing recurring access incidents by 23% through root-cause documentation and escalation trends.
- Supported Cisco switches, Meraki access points, and firewall rule requests, coordinating with network engineers to complete changes without unplanned downtime.
- Created 35 knowledge base articles for common network issues, improving first-call resolution by 18% for Tier 1 service desk analysts.
- Provided Tier 2 technical support for 28 client environments, handling network connectivity, Microsoft 365, workstation, printer, and VoIP issues.
- Used Wireshark, ping, traceroute, and SolarWinds alerts to isolate packet loss, latency, and device failures within SLA response targets.
- Administered Active Directory user accounts, security groups, and password resets, reducing onboarding support delays by 30% through checklist standardization.
- Assisted with firewall, switch, and access point deployments for eight client sites, validating configurations and documenting network diagrams after implementation.
Network infrastructure, troubleshooting, and operations credential.
Cisco routing, switching, IP services, and network fundamentals credential.
