TECHNICAL SKILLS:

WAN: DSL, Cable, Confidential - I & Confidential -3, 3G/4G Cellular, Metro-Ethernet, Fiber

Platforms/Applications: Linux/ Unix, Cisco IOS & NX-OS, JUNOS, TRACE, NetRanger, Observium, SevOne, ServiceNow, AOTS/Remedy, SAP, RUBY, AMMP, WebEx, Slack

Networking: TCP/IP, DHCP, DNS, PPPoE/A, OSPF, RIPv2, 802.11x, VLAN, BGP, VPLS, OSPF

LAN: Linux-based Network Management Devices; L2 & L3 Cisco, Juniper & Arista switches and routers, Cisco APs & WLAN Controllers; D-Link switches & APs; Ruckus and Aruba WLAN Controllers and APs

PROFESSIONAL EXPERIENCE:

Confidential, Austin, TX

NETWORK ENGINEER

Responsibilities:

• Confidential Multi-Tennent BackBone ( Confidential duties include the monitoring of all production fiber backbone circuits worldwide via NMS tools SevOne and Observium; rapid response to NMS alerts per client SLA's, ticket creation, documentation and escalation of all potential service impacting issues to the necessary internal and external teams.
• Regularly assume role of Incident Manager for Confidential, responsible for handling all 3rd party vendor communication, trouble ticket creation, escalations and RFO's; coordinating technical troubleshooting and crisis bridge calls, vendor maintenance requests, creation of Change Requests tickets to modify or troubleshoot production backbone circuits and equipment Confidential Colocation sites, leading shift handover meetings, and coordinate all other communications between Confidential and other relevant teams.
• Duties on Confidential 's Network Surveillance Team ( Confidential ) focus on providing comprehensive and rapid diagnosis and break/fix support of all production network equipment for the Confidential Market Place within the company's datacenter and corporate facilities worldwide, intercolo fiber backbone circuits, and ISP peering circuits.
• Support of the production network, including monitoring all production network devices Confidential the access, distribution, core, backbone, and border layers via TRACE and NetRanger, working with TDO and other teams to determine potential impact to business, participating in interdepartment TCB calls to resolve high severity issues, quickly executing all steps to diagnose and isolate any service impacting issues so that marketplace operations successfully failover to redundant links and hardware.
• Thoroughly troubleshoot and verify via testing that any problems on network elements removed from the production network are now resolved, and ready to reintroduce to the production environment.
• Ensure strict adherence to change management policies when any work is being done that might impact the production environment adversely, and diligently write, edit, and rewrite Change Request tickets to match established company SOP's before submitting to CAB for approval to schedule and perform.
• Compiled critical data on all fiber circuits, including cross-connect info from Colo facilities, circuit protection status, and any with multi-vendor hand-offs requiring unusual Confidential 's.
• Initiated project to start tracking and properly escalating chronic circuits with multiple fiber transport circuit vendors to ensure SLA's are met, Confidential received proper credit when warranted for excessive downtime or instability, and whether a provide is Confidential "best effort" and a new circuit may need to be purchased.
• Filled in as acting Confidential Tier 1 Team Leader for 7 weeks, fulfilling all managerial duties for the role, participating in leadership and SOP review meetings, ensuring clear and rapid communication to the team regarding policy and procedure changes, running team meetings, and filtering scheduling requests and other communication from T1 to upper management.

Confidential, Austin, TX

TIER 2 NETWORK CONTROL SPECIALIST

Responsibilities:

• Installation and management of Linux servers running proprietary and non-proprietary firewalls and connection software on an enterprise LAN.
• Installation and management of various other networking devices used in Retail and Hospitality industries including, but not limited to: Cisco switches & AP’s, D-Link switches & AP’s, Aruba AP’s, CradlePoint 3G/4G modems, and Confidential ’s.
• Identifying and isolating issues on enterprise LAN and WAN networks through monitoring and client feedback, analysis of potential impact to the client, and working proactively to meet SLAs and client expectations.
• Provide comprehensive Enterprise network support for Retail and Hospitality clients including, but not limited to: McDonalds, Hilton, Home Depot, Wal-mart, Barnes & Noble, FedEx, Exxon, HealthSouth, American Airlines, Greyhound
• Layer 1 - 4 troubleshooting on WAN technologies including: Confidential -1, DSL, Cable, Metro-Ethernet, Fiber, 3G/4G LTE.
• Proactively work network issues reported by monitoring systems and customers using AOTS ticketing system according to severity, and ensuring ticket documentation is accurate and thorough.
• Managing communication and coordinating repair efforts between customers, ISP’s, and 3rd party vendors, and internal departments to achieve issue resolution.
• Analysis of network traffic using packet sniffing to identify, troubleshoot, and improve network connectivity.
• Work with dispatched field technicians on repairs and equipment bring up procedures, and ensure thorough and efficient completion of jobs while minimizing costs and downtime for clients.
• Primary tech for all AM/SM/SE ticket escalations to the Confidential . This role requires taking ownership of issues through to resolution, performing in-depth analysis and troubleshooting of complex issues, communicating frequent updates to clients and involved parties explaining technical issues with minimal tech jargon
• Cellular Modem Deployments: Role required learning everything about CradlePoint 3G/4G LTE cellular modems deployed as primary, secondary, temporary, and failover WAN circuits deployed on pilot and proof of concept sites, to represent Confidential interests while helping to establish troubleshooting practices for lifecycle support, and building the Confidential knowledge base and technical documentation for this solution and updating all wikis related to this topic.

Confidential, Austin, TX

NETWORKING CONTRACTOR

Responsibilities:

• Assessment, planning, setup, and implementation of Layer 1 network cabling and equipment.
• Installed cabling and network elements for commercial and industrial clients, including creating new cable runs for wired LAN in compliance with building fire and safety codes, mounting and installation of various network devices, and cable termination and management keeping with industry best practices and standards.
• Utilized variety of tools, applications, & technical knowledge to troubleshoot and resolve physical network issues.
• Interpret site maps and building blueprints to efficiently setup physical networks.

Confidential, Austin, TX

TECHNICAL SUPPORT REPRESENTATIVE

Responsibilities:

• Provide remote network and IT technical support via voice and remote access applications to businesses and consumers for Internet services, desktop support, and security related issues.
• Utilized many software applications, databases, and tools to ticket, diagnose and repair for DSL and Fios network issues.
• Coordinate technical support efforts with multiple departments to ensure issue resolution and client satisfaction.

Confidential, TX

FIELD TECHNICIAN DISPATCHER

Responsibilities:

• Detailed documentation of field technician’s job reports and actions for job assignments, and verifying quality of work before completing check-out and release procedures for each job.
• Liaison with Time Warner Cable to receive network install & repair orders, assign work to field technicians and dispatch, and ensure completion met TWC’s standards.
• Worked closely with field technicians on the installation and repair of all network equipment and cabling between the CO and the Confidential for residential customers, and the installation and maintenance of CPE equipment for WAN access.