I am a motivated, graduated college student seeking to develop experience working with computer technology in networking. I have considerable experience configuring Cisco devices and the inner mechanisms required for a functional network. To avoid confusion I recently changed my legal name from John Dimitri Wilson to Yiannis Dimitri Stasinopoulos.
Beacon Hill – Kenan Advantage Group, North Canton, OH
March 2024 - Current
• Answer calls and respond to tickets and emails.
• Quickly and accurately determine incident scope and impact.
• Provide support and resolve problems to the end user’s
satisfaction.
• Monitor and respond quickly and effectively to requests
received through the Support Center via Call, ticket, or email.
• Monitor tickets assigned to the queue and process first-in
first-out based on priority.
• Troubleshoot issues with the end-users and work toward
first-call resolution.
• Deliver high-quality assistance to on-site and remote
personnel.
• Utilize and update the Support Center tracking software by
overseeing issues within the system from the initial contact
with the end user, including assuming responsibility for call
ownership.
• Document all information according to standard operating
procedures.
• Install, test, configure new workstations, peripheral
equipment, and software.
• Maintain inventory of all equipment, software, and software
licenses.
• Manage PC / Laptop setup and deployment for new employees
using standard hardware, images, and software.
• Setup new employees / consultants / Vendors information into
Active Directory
• Assign users and computers to proper groups in Active
Directory.
• Perform timely workstation hardware and software upgrades /
break-fix as required
• Identify and Escalate problems as required to support teams.
• Act as a liaison between customers and technical escalation
teams.
• Update the internal knowledge base with issue resolution
details.
• Support computers, laptops, tablets, smartphones and
applications.
• Assist users in detecting and removing viruses, spyware, and
other malicious software.
Innosource - FedEx Custom Critical, Uniontown, OH
May 2022 - Dec 2022
• Answered level 1 calls from customers that dealt with
hardware issues or setting misconfiguration on host machines,
involving mostly layer 1 to layer 3 support.
• Worked with calls regarding altering employee information in
our different systems: such as editing database information,
requesting changes for specific employee configurations, and
managing the Active Directory.
• Malfunctioned systems point of contact for internal users
(VoIP, Citrix, VPN, the internet, and other smaller
subsystems.)
• Delegated level 3 tasks to the appropriate administrators
for various systems (Citrix, Checkpoint VPN, advanced VoIP
functions, etc.)
• Configured new laptops to conform to the network environment
and adequately sync to the required Azure servers and Active
Directory system.
• Interacted with layer 1 through layer 3 of the internal OSI
model of the FedEx network.
• Implemented custom Windows 10 image and support for
proprietary programs.
• Rotated on a 24/7 on-call schedule every fourth week.
Cleveland Clinic Akron General, Akron, OH
Aug 2018 - Mar 2020
• Volunteered as a part of the hospital's healthcare team,
• Provided patients and their families assistance in areas
such as the emergency department, patient representatives,
patient wheelchair transportation, information desks, and
delivery of services.
• Interested persons must have a school counselor's reference
and are interviewed before being accepted into the program.
• Unfortunately, due to the Covid-19 pandemic, the volunteer
program was put on hold.
People to People International (PTPI)
Jul 2016 - Aug 2016
• This is an international program responsible for cultural
travel and education of various age groups to enhance global
enrichment and humanitarian assistance.
• Enabled teachers to choose qualified high school students to
represent the Akron, Ohio area as ambassadors.
• Visited many countries across the world to expand not only
our personal experiences but to obtain connections that could
last a lifetime. I had the unique opportunity to visit 7
countries; Belgium, England, Netherlands, France, Australia,
Germany, and Switzerland over 21 days.
• Exposed me to a variety of cultures that helped broaden my
horizons along with allowing me to stay with a host family
while on my journey through Germany.
• Allowed me to immerse myself in Germany's cultures as well
as attend high school with a fellow freshman.
• Prepared for this trip by having monthly meetings the
previous year to learn more about the countries and our
forthcoming experiences.
Stark State College
Apr 2013 - Apr 2016 (Summers Only)
• Worked as a teacher's assistant at Stark State Kids
College with children ranging from ages 7-12 with up to 300
participants.
• Provided support to teachers with included responsibilities
being providing support/encouragement to students or groups by
helping with teaching computer related activities, adapting
learning materials, and participating with school events.
• Required instructional skills, organization, and being able
to follow instructions.
Business Professionals of America is the nation’s leading CTSO (Career and Technical Student Organization) for students pursuing careers in business management, information technology, finance, accounting, office administration, and other business-related career fields.
I have achieved two second-place awards from the BPA organization from 2017-2018. Two of my awards were for 2nd place with Systems Admin Using Cisco and Computer Network Technology , respective to the image below. Due to the 2nd place results, I was able to advance to the State championship from the regionals. The four other medals were for placing in the top ten in other IT competitions. The competition was a fun experience that put me against hundreds of other competitors.
• Computer Network Technology®:
• Demonstrate knowledge in fundamental networking concepts
including network architecture, standards, topologies, protocols,
and security.
• Network Administration Using Cisco®:
•Demonstrate knowledge of fundamental network management tasks in
a CISCO® environment.
Candidates for this exam are seeking to prove introductory knowledge of and skills with databases, including relational databases, such as Microsoft SQL Server. The skills measured include:
• Understanding core database concepts
• Creating database objects
• Manipulating data
• Understanding data storage
• Administering a database
This exam validates that a candidate has fundamental security knowledge and skills. The skills measured relates to understanding the following:
• Security layers
• Operating system security
• Network security
• Security layers
• Security software
Candidates for this exam are familiar with general networking concepts and the technologies. Candidates should have some hands-on experience with Windows Server, Windows-based networking, network management tools, DNS, TCP/IP, names resolution process, and network protocols and topologies. Proper understanding of the following skills is critical to the completion of the certification:
• Network infrastructures
• Network hardware
• Protocols and services
My senior capstone project consisted of One router acting as the border, two switches representing two distinct locations in an organization, and the PBX server. The phones and network were programmed with dual-stack ipv4/6 with policy-based Routing was implemented to reduce congestion and allow redundancy in the system.
Due to using a non-cisco PBX, I had to program the Cisco phones manually by sending option 150 from the DHCP server to the TFTP server. I then created the XML files using various external sources since many modern Cisco features had to be programmed a certain way due to the age of the IP phones. All this extra work was to use the non-cisco PBX known as FreePBX.
• Cisco Configuration/Management
• Networking Basics
• Advanced Networking Protocols (OSPF, EIGRP, RIP, and BGP)
• Customer Service
• Cisco Switch Hardening
• Features such as HSRP and (R)STP and proper packet routing
• Highly proficient in network traffic management and
redirection using ACL's
• Windows 10 programs and services
• WLC management for WLANs
• VoIP Configuration and Management
• Ansible
• DM-VPNs
• Bash programming scripts
• MPLS Customer and Service provider configuration
• Server creation with HTTPS protection using Apache2 and Caddy
as a reverse proxy
• Pen testing
• Exploiting network vulnerabilities
• Network Attached Storage (NAS)