Network Support Engineer Resume Guide

Network support engineers are responsible for maintaining and troubleshooting computer networks. They install, configure, and test networking hardware and software. They also train users on how to use the network.

You’re the go-to person whenever anyone has a networking issue. But your dream job won’t come to you; you have to go after it with a well-written resume in hand.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Network Support Engineer Resume Sample

Laisha O’Kon
Network Support Engineer

laisha.l.o’[email protected]
398-782-7411
linkedin.com/in/laisha-o’kon

Summary

Hard-working individual with 4+ years’ experience in providing support for medium to large-scale networks. Experienced in supporting and troubleshooting a variety of networking hardware and protocols. Committed to excellent customer service with the ability to work well under pressure. Seeking a challenging role as a network support engineer at ABC company where I can leverage my skills and knowledge to contribute to the growth of the organization.

Experience

Network Support Engineer, Employer A
Boise, Jan 2018 – Present

Revised the network for 100+ employees, increasing internet speed by 25% and reducing downtime by 2 hours per week.
Advised clients on the best IT solutions for their businesses, taking into account budget, company size and needs.
Optimized the performance of client networks by configuring hardware and software settings to industry best practices.
Configured routers, switches, firewalls and other networking devices according to customer specifications.
Competently troubleshot networking issues across a wide range of platforms and environments.

Network Support Engineer, Employer B
Tampa, Mar 2012 – Dec 2017

Assessed networking and system requirements for small-to-medium businesses, then compiled cost-effective solution packages that met their needs.
Introduced new monitoring software which effectively lowered network downtime by 12%.
Analyzed user behavior and data traffic patterns to discover potential security risks; successfully prevented 4 major attacks.
Effectively resolved over 200 technical issues relating to networking, systems and applications for clients in a timely manner.
Demonstrated excellent problem solving ability when resolving complex technical issues; devised creative solutions that saved clients an average of $500 per year in maintenance costs.

Skills

Networking
Troubleshooting
Network Administration
Active Directory
Windows Server
Switches
Technical Support
Windows
Network Security

Education

Bachelor of Science in Information Technology
Educational Institution XYZ
Nov 2011

Certifications

CompTIA Network+
CompTIA
May 2017

Related Resume Examples

All Examples

1. Summary / Objective

Your resume summary or objective is your chance to sell yourself to the hiring manager. In a few short sentences, you should mention your most relevant qualifications and experience – for example, your proficiency in multiple networking protocols, your ability to troubleshoot complex issues, and the successful implementation of network support projects.

Below are some resume summary examples:

Energetic network support engineer with 4 years of experience in resolving complex technical issues for enterprise clients. Proven ability to quickly identify and resolve network problems while maintaining excellent customer service. Seeking to leverage problem-solving skills and knowledge of network protocols to grow with the ABC team. At XYZ, successfully troubleshot and resolved 95% of all Level 1 incidents within SLA.

Well-rounded network support engineer with 5+ years of experience managing and supporting large-scale enterprise networks. At previous roles, increased network uptime by 15% and decreased ticket volume by 20%. Certified in CCNP R&S and CCIE Data Center. Seeking to leverage comprehensive knowledge of Cisco technologies and advanced troubleshooting skills to become the next network support engineer at ABC Company.

Enthusiastic and knowledgeable network support engineer with 3+ years of experience in managing and troubleshooting enterprise networks. Highly skilled at identifying and resolving complex technical issues. Proven ability to work effectively with cross-functional teams to resolve critical network problems. Seeking to leverage skills and knowledge to provide efficient networking solutions at ABC company.

Determined network support engineer with 6+ years of experience in system administration and network support. Proven ability to rapidly assess and solve complex technical problems under pressure. Track record of managing up to 15 simultaneous projects while consistently meeting deadlines. Seeking to leverage knowledge and problem-solving skills as the next network support engineer at ABC Company.

Seasoned network support engineer with experience managing and troubleshooting large-scale enterprise networks. At XYZ, led a team of 12 engineers responsible for designing, implementing, and supporting a data center network infrastructure for 100,000+ users. Achieved 99. 999% uptime for mission critical applications through proactive monitoring and rapid issue resolution.

Accomplished network support engineer with over 8 years of experience providing technical support for enterprise-level network systems. Proven ability to improve system uptime and performance via root cause analysis and proactive problem solving. At ABC, increased network availability by 13% through regular maintenance windows and change control processes.

Reliable network support engineer with 9+ years of experience supporting and administering LANs, WANs, and VoIP systems. In previous role as lead network support engineer, provided 24/7 Tier III support for 500+ users across 4 locations in the US. Well-versed in Cisco networking technologies and protocols. Certified CCNP R&S and CCDA.

Proficient network support engineer with 5+ years in the industry. Handled over 50 tickets per day while providing Tier 1, 2, and 3 support for clients. Experienced in managing Cisco equipment and Juniper devices. Solved escalated issues by working closely with other departments such as Development, QA, and Network Operations.

2. Experience / Employment

For the experience section, list your jobs in reverse chronological order. Start with your most recent position and work backwards from there.

When detailing what you did in each role, use bullet points. This will help the reader to quickly understand the main points you want to make. Make sure to include specific examples and quantifiable results where possible.

For example, instead of saying “Provided network support,” you could say, “Successfully resolved over 100 technical issues per week relating to networking hardware and software for a major corporation.”

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Monitored
Investigated
Resolved
Implemented
Documented
Configured
Tested
Supported
Analyzed
Trained
Coordinated
Presented
Created
Managed
Maintained

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Monitored network traffic and performance, quickly identifying and resolving any issues to ensure optimal uptime.
Reliably handled all incoming support requests via phone, email and ticketing system, responding to inquiries within agreed SLAs.
Reduced network downtime by 18% through proactive monitoring and maintenance activities carried out during off-peak hours.
Prepared comprehensive monthly reports on network usage statistics, capacity planning and improvement recommendations for senior management review.
Represented the company at industry events and conferences, building relationships with key partners and vendors.

Structured and managed the installation of 500+ computer workstations and 200+ printers across 4 floors of the office, minimizing network downtime and maximizing employee productivity.
Efficiently resolved over 1,500 technical support tickets within 24 hours, reducing the average ticket resolution time by 30%.
Created detailed documentation for all network infrastructure changes, ensuring that future support issues could be easily identified and rectified.
Participated in monthly system maintenance tasks such as patching, backups and capacity planning; helped to reduce system downtime by 15%.
Mentored junior members of the IT team on best practices for troubleshooting common networking issues; helped to improve first-time fix rate by 10%.

Investigated network outages and implemented solutions that prevented future occurrences.
Expedited the resolution of user-reported network issues by conducting thorough root cause analysis.
Utilized packet sniffing, Wireshark and other tools to identify areas of improvement in the network infrastructure.
Substantially decreased average ticket resolution time from 4 hours to 1 hour through process improvements.
Presented findings and recommendations to upper management on a monthly basis, resulting in increased awareness of potential network risks and expedited decision making around mitigating those risks.

Implemented network infrastructure for 20+ small businesses, ensuring seamless connectivity and optimized performance.
Spearheaded the installation of 50+ wireless access points across a 5-story office building; increased network coverage by 85%.
Streamlined server maintenance procedure; reduced system downtime by 2 hours per week on average.
Maintained network equipment inventory and updated software licenses for 300+ devices regularly.
Resourcefully sourced compatible replacement parts when hardware failures occurred, minimizing network interruptions caused by component obsolescence.

Developed and implemented a new network support structure that increased efficiency by 25%.
Documented all procedures and created user guides for the network support team, reducing training time by 50%.
Diligently monitored the network for any potential issues and resolved them quickly, often within minutes.
Reorganized the network support team’s workflow to better match customer needs, resulting in a satisfaction rating increase of 15%.

Trained 20 new employees on network support and maintenance procedures, ensuring that they were thoroughly knowledgeable of all systems and processes.
Achieved a 98% success rate in resolving complex technical issues for over 500 users across the company; reduced number of help desk tickets by 17%.
Demonstrated excellent problem-solving skills when identifying and resolving network outages caused by hardware failures, software updates gone wrong and human error.
Managed the installation of 100+ new workstations, laptops and servers onto the network; ensured that all devices were properly configured and had the latest security patches installed.
Monitored system performance 24/7 to identify potential bottlenecks or areas of improvement; proactively made changes to improve network speed & stability by 15%.

Supported 200+ users across 10 locations with networking, desktop and mobile device issues; reduced number of help desk tickets by 25% in the last quarter.
Tested and troubleshot network infrastructure components including routers, switches, firewalls and wireless access points; resolved over 90% of incidents within 24 hours.
Facilitated the installation of new hardware & software applications following strict change management procedures; ensured that all changes were properly documented and communicated to relevant stakeholders.
Proficiently used a variety of tools & techniques for monitoring, diagnosing and resolving network performance issues; improved average MTTR by 30%.
Improved user satisfaction levels by promptly responding to service requests & proactively addressing potential problems; received positive feedback in 95% of customer surveys.

3. Skills

The skills required for a network support engineer job will vary from employer to employer. For example, one might require the candidate to have experience with Cisco networking equipment and another with Juniper equipment. As such, you want to tailor the skills section of your resume specifically for each job that you apply for.

This is important because many employers today use applicant tracking systems (computer programs that scan resumes for certain keywords before passing them on to a human). By specifying relevant skills in this section, you improve your chances of getting past the initial screening stage and having your resume seen by a hiring manager.

Once listed here, you can further elaborate on your skillset by discussing it in more detail in other areas of your resume, such as the summary or experience section.

Below is a list of common skills & terms:

Active Directory
BGP
Border Gateway Protocol
C
C++
CCNA
Cisco IOS
Cisco Routers
Cloud Computing
Computer Hardware
DHCP
DNS
Data Center
Disaster Recovery
Domain Name System
EIGRP
Ethernet
Firewalls
HTML
Hardware
Help Desk Support
IP
Information Technology
Internet Protocol
Internet Protocol Suite
Java
Linux
MATLAB
Microsoft Exchange
Network Administration
Network Design
Network Engineering
Network Security
Networking
OSPF
Open Shortest Path First
Operating Systems
Python
Routers
Routing
Routing Protocols
SQL
Security
Servers
Software Installation
Switches
System Administration
TCP/IP
Team Leadership
Teamwork
Technical Support
Telecommunications
Testing
Troubleshooting
VLAN
VMware
VPN
Virtual Private Network
Virtualization
VoIP
WAN
Windows
Windows 7
Windows Server
Windows XP
Wireless
Wireless Networking
Wireshark

4. Education

Mentioning your education on your resume will depend on how much experience you have in the field. If you are just starting out, mention your degree and relevant coursework below your resume objective. However, if you have been working as a network support engineer for many years, there is no need to include an education section at all.

If including an education section, focus on courses related to the network support engineer job you are applying for. For example “Courses included Network Design & Implementation, WAN Technologies and Routing Protocols.”

Bachelor of Science in Information Technology
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications show that you have taken the initiative to further your education and keep up with industry advancements. This sends a strong signal to potential employers that you are committed to your career, which could make you a more attractive candidate.

If you have any relevant certifications related to the position you are applying for, be sure to list them in this section of your resume so that hiring managers can see them right away.

CompTIA Network+
CompTIA
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Laisha O’Kon, this would be Laisha-O’Kon-resume.pdf or Laisha-O’Kon-resume.docx.

7. Cover Letter

Submitting a cover letter along with your resume can help you capture a hiring manager’s attention and stand out from the other candidates who are applying for the same role.

A cover letter is usually made up of 2 to 4 paragraphs and includes information that isn’t already mentioned in your resume. It allows you to introduce yourself, elaborate on your qualifications and explain why you would be an excellent fit for the role.

Below is an example cover letter:

Dear Dixie,

I am writing in response to your advertisement for the Network Support Engineer position. With my experience managing and troubleshooting networks, as well as my customer service skills, I feel confident I would be a valuable asset to your team.

In my current role as Network Support Engineer at ABC Company, I provide Tier II support for approximately 1,000 users across 10 locations. I am responsible for investigating and resolving network issues, configuring routers and switches, and providing training to new staff on the network infrastructure. In addition, I regularly collaborate with other departments to ensure smooth operation of the network.

During my time at ABC Company, I have made several contributions that have improved the efficiency of our network operations. For example, I developed a documentation system that has reduced incident resolution time by 30%. In addition, I created a set of standard operating procedures that are used by all members of the support team when investigating and resolving incidents. These procedures have resulted in more consistent results and fewer escalations to me or other senior members of the team.

I believe my experience and skills would benefit your organization greatly. If you have any questions about my qualifications or experience, please do not hesitate to contact me at [phone number] or [email address]. Thank you for your consideration; I look forward to hearing from you soon!

Sincerely,

Laisha