SUMMARY:

• Strong management and supervisory skills. Demonstrated experience in customer - focused troubleshooting. Telecommunications in the private sector and the Department of Defense Voice as well as Digital communications. Highly knowledgeable in monitoring, testing, and restoring of Data/IP and Transport networks. Proven ability to perform multiple tasks and works well under pressure.
• Cisco, Juniper, Adtran, Adva, Alcatel Lucent, Cyan, and Overture routers as well as Cisco and Juniper switches as well as Accedian NIDs (User Network Interface devices)
• Infinera, MetaSwitch, and Calix Management Systems (CMS) as well as Optical Network Termination (ONTs), Wireless Internet and Access Points, and Vaonet Network Monitoring
• Customer service, desktop support, and conflict resolution
• Remedy, Salesforce, NISC, and other trouble reporting systems
• Testing and troubleshooting on Sonet/SDH, and DS0 thru OCn/STM levels
• Windows OS, MS Active Directory, and MS Exchange
• Monitoring and programming of satellites, switches, multiplexers, prominas and modems
• Maintained high customer satisfaction surveys using a focused Win-Win strategy
• Video tools such as IVMS, Ineoquest, and various TV2 tools

PROFESSIONAL EXPERIENCE:

Confidential, Highlands Ranch, CO

Network Operations Center Technician

• Troubleshooting video for VOD, Unicast, and Multicast issues as well as retransmit
• Maintained policies and procedures for network, 3rd party, and customer circuits
• Worked to Install and configure the NOC lab equipment for testing of break/fix procedures
• Wrote and documented work policies and procedures to train/mentor other technicians
• Trouble ticket creation and management. Helped with scope for network hardware/software
• Isolation and restoral of network and chronic issues. Coordination with 3rd party networks
• Administration and maintenance of systems, incident management, root cause analysis
• Maintained uptime and statistics. Troubleshot BGP, DHCP, DNS, and NAT circuit issues
• Responded to network incidents as well as escalations and escalation management
• Maintained policy enforcement for customer and network circuits, and risk mitigation procedures. Wrote and operated change management MOPS and bridges

Confidential, Denver, CO

Ethernet Install Technician

• Remotely logged into Cisco and Juniper routers and switches, as well as Cyan and Accedian and Alcatel Lucent devices, as well as Cisco ASRs to determine customer configurations, and local light levels
• Troubleshot fiber issues within the United States and Overseas in order to maintain light levels and fiber continuity
• Monitored customer circuits (to include layer 2, layer 2 VPN circuits and AWS) to verify continuity, and usage levels
• Configured test interfaces by removing customers from NNI (Network to Network Interfaces)
• Coordinated, set up, and tested RFC 2544 in order to confirm circuit delivery to customer-ordered specifications
• Coordinated customer dispatches to verify fiber connectivity and customer-received light levels as well as corresponding fiber types and distances
• Managed circuit designs in visio and powerpoint

Confidential, Greenwood Village, CO

Data/IP and Transport Technician

• Remotely logged in to Cisco, Juniper, and other router and switch types in order to troubleshoot customer reported and alarm generated issues
• Received over 10 awards using customer-focused troubleshooting and customer skills in order to isolate complex data and transport problems to line or equipment levels
• Isolated transport issues, and reported problems and worked with off-net carriers as necessary to troubleshoot/resolve customer data or transport issues
• Worked with over 15 different ordering, billing, and bandwidth systems in order to verify usage and customer reported problems
• Troubleshot transport circuits with React test units to prove isolation of reported issues
• Experience in Lan/Wan, TCP-IP, BGP, MPLS, Ethernet and Metro Ethernet
• Strong focus on customer experience
• Device configuration and replacement to include point of failure testing
• Working with customers in order to determine the root cause of issues, and their resolutions
• Wrote and defined policies controlling requested changes to customer circuits
• On a daily basis, followed network issues to efficiently isolate and correlate customer troubles

Confidential, Greenwood Village, CO

VOIP Technician

• Used analytical and troubleshooting skills in order to resolve a variety of telephony issues
• Worked with 10 different provisioning systems, billing systems, and remote switching systems in order to verify and repair customer-ordered features and provisioning
• Participated in Quality Assurance team in order to decrease team’s trouble MTTR (Mean Time to Repair) by 40%
• Used Remedy Ticketing System and reduced personal MTTR by over 100%
• Advanced knowledge of IMS, BTS and Safari View Digital Switching Systems
• Skilled in Network Operations Center 24/7 environment using various diagnostic tools
• Configured DOCSIS and Digital Switching Systems and remote equipment as necessary in order to ensure prompt problem resolution
• Documented all work in order to assure quality compliance
• Provided technical support as necessary to Confidential customers and technicians
• Earned over 10 company and customer awards for technical excellence and customer focus
• Used customer-based troubleshooting to achieve one of the highest ratings in customer service based on customer feedback within my division (80%)