Ida Dulaj

Experience

• 

  Soitron

  Jul 2009 - Feb 2011

  • leading the investigation of complex network issues with significant and ongoing business impact into depth, solving the issues and identifying root causes of them, close cooperation with many international teams to solve the network outages, performing emergency changes, preparing troubleshooting guides for colleagues, preparing trainings for complicated issues• advanced troubleshooting: packet captures on different types of network devices to isolate the network issue, policy tracing , network investigation on Windows/UX servers• supporting over 200 customers (shared delivery support model) Show less

  • Network Technical Support - 2nd Line Support (outsourced HP contractor)

    May 2010 - Feb 2011

  • Network Technical Support - 1st Line Support (outsourced HP contractor)

    Jul 2009 - May 2010
• 

  Hewlett-Packard

  Feb 2011 - Dec 2012

  • fully dedicated to international customer• expanding expertise in Blue Coat technologies, controlling investigation from technical and process point of view, creating trainings and documentation, internal process tuning and improvement, preparing communication path for cooperation with customer’s IT managers • based on excellent results of my work I was in-sourced into HP, where I have continued as 2nd line support agent

  • Network Technical Support - customer dedicated

    Jan 2012 - Dec 2012

  • Network Technical Support - 2nd Line Support in shared delivery support model

    Feb 2011 - Jan 2012
• 

  Corpus Solutions a.s.

  Dec 2012 - now

  Technical specialist

  • standard support tasks - solving incidents, root cause analysis, implementing changes• architecture, design, implementation - cooperation on projects where F5 or BlueCoat products are implemented in customer's environment• focusing my technical expertise on F5 products – especially LTM and ASM. Since our customers are local, I have also gained some valuable on-site experience.• Besides F5s I am also working with BlueCoat proxies and Cisco/Juniper switches