Ram Gibson
Charlotte,NC
Summary
Versatile IT professional with 6 years of experience spanning IT generalist roles to network security. Former Firewall Analyst at Duke Energy, proficient in network security, troubleshooting, and technical support. Transitioned into government contracting, gaining valuable business operations and problem-solving expertise. Now seeking a remote mid-level technical support role to leverage past IT experience, ensuring efficient issue resolution and secure system operations. Skilled in diagnosing technical problems, optimizing network performance, and delivering exceptional support in remote environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Entrepreneur
Self Employed
01.2022 - 02.2025
- · Started Moxie LLC a Government Contracting business.
- · Leveraged subcontracting to position my company more favorably to win contracts.
- · Oversaw contract management from beginning to end.
- · Secured and successfully delivered multiple procurement contracts with state and local entities for janitorial, office and school supplies.
- · Acted as a liaison between state and city entities, vendors and subcontractors ensuring efficient communication and transaction flow
- · Managed quality control process ensuring supplies and services provided met the technical requirements of the contract.
- · Monitored performance and was responsible for addressing any issues that may arise.
- Ensured contract was delivered on time, was within budget and in compliance with all regulatory requirements
Network Analyst
Duke Energy - Contractor
11.2021 - 12.2022
- · Managed next-generation firewall administration, support, and operations, ensuring a secure enterprise environment.
- · Deployed code upgrades on Palo Alto High availability pairs, contributing to system optimization.
- · Successfully executed ongoing project initiatives including Arcsight migration to Splunk and the installation of new high availability firewalls at substations nationwide.
- · Collaborated on the creation of SOPs and KBAs, participated in on-call rotations, and meticulously monitored traffic logs.
- · Configured, installed, and maintained security hardware, consistently adhering to Change Management requirements and processes.
- · Successfully investigated, troubleshot, and resolved over 100 complex customer issues related to the Palo Alto platform ensuring a high level of customer satisfaction.
- · Acted as a dedicated customer advocate, ensuring that over 90% of reported issues were resolved within the agreed-upon service level agreements (SLAs)
IT Technical Support Specialist
Biotage LLC
07.2019 - 11.2021
- · Provided complex technical support, planning and coordination for End User Devices (Desktop/Laptop, Mobile Devices, Printers/MFP, peripherals, etc.), systems and applications.
- · Acted as a dedicated customer advocate, ensuring that over 90% of reported issues were resolved within the agreed-upon service level agreements (SLAs).
- · Provided complex technical input to the global IT team in adjusting and adapting processes, workflows, knowledgebase articles and selecting and utilizing appropriate tools and techniques to further timely service delivery.
- · Worked independently with little to no direct supervision in analysis and implementation of desktop solutions to fulfill multiple business unit IT requirements.
- · Responsible for providing daily support for Windows Operating Systems and core business applications such as Office 365, Microsoft Teams, Sharepoint.
Education
Graduate Certificate - Information Technology Administration And Manageme
My Computer Career
Charlotte, NC10-2018
Skills
- Excellent Customer Service
- High Attention to Detail
- Highly Organized
- Strong analytical, Problem Solving and Interpersonal Skills
- Strong Organizational and Multi-tasking
- Proven ability to analyze and resolve technical issues quickly and efficiently
- Comfortable troubleshooting complex technical issues via phone, email, chat or remote software
- Office 365
- Network analysis and troubleshooting
- Proficiency in Linux
- Mobile Device Management and Troubleshooting
Certification
- CompTIA Network+
- CompTIA Security+
- LPI - Linux Essentials
- MTA Networking Fundamentals
- MTA Windows Server Administration Fundamentals
- MTA Mobility and Device Fundamentals
- MTA Security Fundamentals
Timeline
Entrepreneur
Self Employed
01.2022 - 02.2025
Network Analyst
Duke Energy - Contractor
11.2021 - 12.2022
IT Technical Support Specialist
Biotage LLC
07.2019 - 11.2021
Graduate Certificate - Information Technology Administration And Manageme
My Computer Career
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