I have over five years of experience in network troubleshooting and support, where I’ve resolved issues ranging from connectivity problems to hardware malfunctions. I’m proficient in using diagnostic tools like Wireshark and Ping, and I’ve worked with various network protocols such as TCP/IP and DNS. My approach involves systematically identifying the root cause, implementing solutions, and documenting the process to prevent future occurrences. I’ve also collaborated with cross-functional teams to ensure minimal downtime and maintain optimal network performance.

I prioritize network support requests based on urgency and impact on business operations. Critical issues affecting multiple users or systems are addressed first, followed by less urgent tasks. I use ticketing systems like Jira or ServiceNow to track and manage requests efficiently. Clear communication with stakeholders is key—I provide regular updates on progress and expected resolution times. By staying organized and proactive, I ensure that all requests are handled promptly without compromising quality.

To ensure network security, I implement measures such as firewalls, intrusion detection systems, and regular vulnerability assessments. I enforce strong password policies, multi-factor authentication, and keep software and firmware updated to patch vulnerabilities. I also conduct employee training on cybersecurity best practices to mitigate risks. Regular audits and monitoring help identify and address potential threats proactively, ensuring the network remains secure and compliant with industry standards.

When communicating with non-technical stakeholders during a network outage, I use clear, jargon-free language to explain the issue, its impact, and the steps being taken to resolve it. I provide regular updates to keep them informed and reassure them that the situation is under control. I also offer estimated timelines for resolution and suggest temporary workarounds if available. My goal is to maintain transparency and build trust while minimizing disruption to their work.

Once, a company-wide VPN outage prevented remote employees from accessing critical systems. I quickly identified the issue as a misconfigured firewall rule after analyzing logs and testing connectivity. I collaborated with the security team to update the rule and restore access within an hour. To prevent recurrence, I documented the incident and implemented a monitoring tool to alert us of similar issues. This experience highlighted the importance of teamwork, quick problem-solving, and proactive measures in maintaining network reliability.