Charles Garrido

Network Administrator

Savers•  August 2018 - Present

• Learned scripting (shell, SLAX, python) to reduce administrative overhead of the team • Wrote shell scripts to automatically restore virtual-chassis configuration and set trunk ports to eliminate retail downtime upon config loss on Juniper EX2200 and EX2300 switches. • Re-wrote old powershell scripts in python • Used scripting and data science to perform a daily analysis of all retail network devices for any potential performance, availability, and/or stability issues, and resolved any issues that were discovered. Reported on all retail network outage minutes. • Assisted with network team projects. Major projects including "IT Backbone". This implemented a more resilient but cost-effective design including Juniper switches, Cisco Meraki firewalls and Extreme Cloud IQ Aerohive access points. Project work included the management of on site contractors during deployment windows to ensure smooth implementations. • Acted as the primary escalation point for retail networking issues, working directly with Service Desk, store employees, and external providers to resolve any issues that arise. • Provided on-demand support for end user issues relating to network performance and availability. • Provided training to Service Desk on topics such as basic network troubleshooting and incident management. • Produced and maintained detailed network diagrams, technical process documentation, and troubleshooting guides. • Configured new and replacement network devices from a provided template. Maintained configuration compliance with PCI DSS. • Worked and communicated at a technical level with vendors and vendor support services to troubleshoot network issues. • Monitored the network team ticket queue, works any tickets possible, and escalated when necessary.

Technology Service Desk Analyst 1

Starbucks•  May 2017 - August 2018

• Contributed to the company's success by acting as a first point of contact within the enterprise help desk (EHD) for information systems user problems. I responded to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support, including field LAN/WAN offices and plants globally. • Addressed issues for Corporate End-User dealing with PC, Mac, iOS hardware and network connection troubleshooting - Supported 7,000+ end-users • Assisted and presented resolutions for store level issues dealing with POS, iOS, Chrome OS and network hardware - Supported 25,000+ retail stores • Documented store and end-user issues, troubleshooting steps taken, and problem resolutions using BMC Remedy 9 • Administered and supported remote access (Cisco AnyConnect), as well as administered and supported SecureAuth access issues • Analyzed authorization issues and segregation of duties (SOD) conflicts in SAP • Performed password administration and access support for Active Directory, Oracle, and Simphony POS • Administered Chromebooks using Google Admin and iOS Devices using VMWare Airwatch