OBJECTIVE:

To continue to build and develop my Video Engineering skills in a stimulating and challenging environment which is committed to excellence.

TECHNICAL SKILLS:

• Strong communication and customer service skills
• Task - oriented and Team player
• Knowledge of basic electronics and theory of computer operation and terminology
• Experience diagnosing hardware problems with PCs and peripherals
• Configuration Knowledge of Cisco Routers and Cisco Catalyst Switch
• Knowledge of Remedy ticketing system
• Subject Matter Expert (SME) during ICOMS-CSG billing system conversion
• Knowledge of Ericsson and ARRIS back offices
• Familiar with adding, deleting and modifying content via Vodera
• Working knowledge of the ARRIS DAC
• Working Knowledge of the ARRIS RADD/OM/RPD and Cisco QPSK/

PROFESSIONAL EXPERIENCE:

Confidential, Olivette, MO

Network Engineer Operations I

Responsibilities:

• Perform advanced troubleshooting for VOD and SDV outages.
• Monitor device alarms and failures through the ARRIS SDM(Smartstream Device Manager) and engage the appropriate engineering team to investigate
• Work closely with the vendors ARRIS and Ericsson to resolve video related outages.
• Diagnose and track network outages in the ticketing system effectively, efficiently, and within NOC quality guidelines
• Facilitate communication and repair efforts between peripheral departments, including but not limited to, Technical Operations, DNT, Advanced Video Engineering, and vendor support organizations

Confidential, Town & Country, MO

Advanced Services Engineer

Responsibilities:

• Performed testing of new ARRIS, Pace and TiVo set top box codes. This would include loading code from the ARRIS site to the DAC and building the code suites to install.
• Project manager and lead tester for installing FourthWall Medias TVCollect software to set top boxes
• Built custom reports via the SDM
• Upgraded CAP’s, DM6400, APEX’s and RADD’s to the latest firmware
• Configured CAPs and APEXs.
• Installed and tested the Cisco DCM
• Successfully completed DAC, Digital Headend and NC1500 trainings at the ARRIS training facility.
• Performed advanced troubleshooting for channel outages. This would include regrooming channels via the CAP, monitoring bandwidth for overutilization and adjusting levels as needed
• Performed basic UNIX/Linux configurations for the DAC, SDM and CASMR
• Managed and distributed management and data IP addresses.

Confidential, Olivette, MO

Network Engineer Operations I

Responsibilities:

• Perform advanced troubleshooting for VOD and SDV outages.
• Monitor device alarms and failures through the ARRIS SDM(Smartstream Device Manager) and engage the appropriate engineering team to investigate
• Work closely with the vendors ARRIS and Ericsson to resolve video related outages.
• Diagnose and track network outages in the ticketing system effectively, efficiently, and within NOC quality guidelines
• Facilitate communication and repair efforts between peripheral departments, including but not limited to, Technical Operations, DNT, Advanced Video Engineering, and vendor support organizations

Confidential, Olivette, MO

Network Operations Tech I

Responsibilities:

• Actively monitor, acknowledge, and respond to event alarms across the enterprise network
• Diagnose and track network outages in the ticketing system effectively, efficiently, and within NOC quality guidelines
• Facilitate communication and repair efforts between peripheral departments, including but not limited to, Technical Operations, DNT, Advanced Video Engineering, and vendor support organizations
• Manage conference bridges for collaborative troubleshooting of significant outages
• Provide escalation and status notification throughout the enterprise on service impacting events

Confidential, Town & Country, MO

Trouble Ticket Management Specialist, Supervisor

Responsibilities:

• Conduct performance evaluations and provide feedback
• Oversee Telephone Repairs performance metrics
• Hire, evaluate, coach and counsel personnel in the performance of their duties
• Generate reports for management as required
• Coach and develop agents for an excellent customer experience

Confidential, Town & Country, MO

Trouble Ticket Management Specialist, Lead

Responsibilities:

• Work closely with TTM reps on daily repair issues
• Monitor CMTS offline counts for Telephony
• Monitor and help maintain Confidential Telephony service level according to FCC regulations
• Assist supervisors with coaching and training TTM Tier I representatives and document the coaching.
• Detailed reporting on network related outages
• Resolve supervisor call back issues in a timely matter
• Handle escalated issues sent from VP’s and Directors

Confidential, Town & Country, MO

Trouble Ticket Management Specialist, Tier II

Responsibilities:

• Work closely with TTM reps on daily repair issues
• Communicate with NNOC tiered support on network issues
• Handle complex Nortel/Cederpoint provisioning issue
• Handle live tech called from field technicians
• Handle escalated issues from Tier I representatives

Confidential, Town & Country, MO

Trouble Ticket Management Specialist

Responsibilities:

• Perform highly complex troubleshooting of telephone customer care issues
• Provide advance problem diagnosis, resolution and follow-up for inbound telephone customer reported issues
• Initiate and implement appropriate changes within the telephone switch, as necessary