Noah Walker

Technical Support Team Lead with hands-on experience supporting 15 ISP networks (~100K subscribers) across DNS, routing, VoIP, firewalls, and network operations.

Google

Cybersecurity and Testout Network Pro certification holder currently working on my CCNA. Seeking to transition into a NOC or Network Engineering role while continuing to develop network security expertise.

Technical Support Team Lead at Conexon Connect (2025-08 – Present)

• Lead and develop Tier 1 and Tier 2 support teams; oversee QA, performance metrics, and technical training
• Manage daily operations, including queue management, escalations, and SLA performance
• Serve as Tier 3 escalation for advanced network, VoIP, DNS, routing, and hardware issues
• Develop SOPs and improve ticket efficiency through cross-functional coordination with NOC and Engineering teams
• Contribute to operational stability across 15 ISP networks supporting ~100K subscribers

Tier 2 Technical Support at Conexon Connect (2025-05 – 2025-08)

• Managed firewall configurations, IDS/IPS alerts, IP assignments, and network hardening
• Led incident response efforts for outages and complex routing/DNS/provisioning issues
• Resolved IP abuse cases and compromised host complaints
• Supported residential and commercial clients across multi-network ISP infrastructure

Technical Support Specialist at Conexon Connect (2024-09 – 2025-05)

• Delivered phone, chat, and email support for fiber internet customers
• Troubleshot connectivity, equipment, and service issues
• Maintained high customer satisfaction and first-call resolution rates

Associate of Science in Computer Science – Georgia State University