SUMMARY

• A highly skilled and forward - thinking information technology manager with a proven track record of experience in improving system uptime, increasing user satisfaction and productivity, and enhancing system security by providing timely and skilled technical support.
• Offers excellent customer service and troubleshooting skills to identify and present solutions that meet user needs.
• Quickly adapts to changing technologies and environments to ensure prompt issue resolution, customer satisfaction, and system usability.

TECHNICAL SKILLS

• PC/Server/Network Support
• Hardware/Software Troubleshooting
• Network Setup and Security
• System Engineering
• System Administration
• User Administration
• MS Office
• Technical Service Reporting
• VMware & vSphere
• IT Operations
• System Maintenance
• MS SharePoint
• System Configuration
• Windows & Mac OS
• Preventative Maintenance
• Server 2008&2011
• UNIX & LINIX Systems
• Networking

EXPERIENCE

NOC Technician 2

Greenwood Village, Colorado

Responsibilities:

• Interface with various departments throughout the company to cooperatively resolve problems.
• Accurately document problem details including detection information, diagnostic results and repair information.
• Use a variety of online monitoring tools, support documentation, and working with various departments to fix a variety of issues.
• Resolves or escalate critical issues to management and developers which may jeopardize a service or deliverable.
• Configure Tektronix Medius and Sentry to monitor system for errors, outages and problem.
• Worked with Jira and OpsGenie ticketing software in NOC environment, 24/7/365.
• Taking customer support calls to correct the customer’s problems.

Senior Engineer II

Centennial, Colorado

Responsibilities:

• Primarily responsible for maintaining cable lab equipment and wiring environment.
• Installation of cable TV Headend equipment including RF distribution equipment.
• Install, configure, and maintain test environment equipment.
• Linux system upgrade of equipment.
• Troubleshoot physical layer issues, identify the root cause and determine ownership of problems.
• Perform bug verification, development and testing on reported issues as needed.
• Proficient headend knowledge including cabling, trunk and distribution networks.

Advance Video Field Engineer II; Charter Comm.

Greenwood Village, Colorado

Responsibilities:

• Advance configuration and operational support of Client's conditional access systems (DNCS/EC7, VOD, multiplexing, digital transport, edge QAM, encryption and associated components).
• Identify, resolve and escalate as required operational and design issues through data analysis and recommend solutions to make systems more efficient.
• Perform detailed problem diagnosis, track and update problems in trouble ticketing system.
• Develop problem resolution procedures required to meet serviceability requirements.
• Function as lead level and provide technical guidance and assistance to other support teams across enterprise.
• Linux software system upgrade on equipment.

NOC Support Technician 1

Centennial, Colorado

Responsibilities:

• Basic Linux administration for multiple Linux devices.
• Troubleshoot video controllers (DAC or DNCS) during various video/audio outages.
• Troubleshoot configurations & network connectivity issues between head-end devices using Linux command line interface.
• Interface with various departments throughout the company to cooperatively resolve problems. Accurately document problem details including detection information, diagnostic results and repair information.
• Use a variety of online monitoring tools, support documentation, and working with various departments to fix a variety of issues.
• Support, troubleshoot and correct alarm faults in RHEL systems.
• Train co-worker on configuring Linux equipment to company standard.
• Different monitoring system tools Nagios, Splunk and others.

Advance Video Engineer II

Greenwood Village, Colorado

Responsibilities:

• Works well with others to resolve problems, handle requests or situations to fulfill system request.
• Knowledge of RF, MPEG theory, Multicast/Video Over IP and Broadcast.
• Knowledge of baseband signals, compression, and the engineering, installation and support of those systems
• Advanced Knowledge of Motorola (DAC) and/or CISCO (DNCS) video delivery systems .
• Linux software system upgrade on equipment. (670+ devices)
• Performed configuration and support of advanced video equipment (modulators, transcoders, video and audio probes, VOD, controllers, multiplexing, digital transport, edge QAM, Apex and SEM, video over IP).
• Worked with Remedy ticketing software in NOC environment, on-call 24/7/365.

Broadcast Engineer 1

Cheyenne, Wyoming

Responsibilities:

• Design, installed and configured new systems that support technical requests and requirements from external clients and business partners.
• Design, test, installed, and configured new systems that replace or augment existing infrastructure (Server 2Kx).
• React to system identifiers of a failure or suspected failure and initiate investigation and corrective action.
• Worked on video routers, satellite receivers, video and audio probes.
• Interacted smoothly with all levels of broadcast center team members, teams external to the facility, external vendors.

Video System Engineer

Centennial , Colorado

Responsibilities:

• Excelled in troubleshooting and repairing issues, performing maintenance, and supporting transcoding software.
• Provided technical assistance for video content distribution to cable MSO and broadcast network stations across Confidential and production houses.
• Analyzed data and metrics, identified problem areas, and provided actionable insight.
• Acted as technical resource in projects and initiatives and ensured successful project implementation.
• Analyzed problems in design, configuration, and data flow, and data state within complex multi-product provisioning system.
• Offered training and guidance to tier-one support and client managers, maintaining extensive knowledge base.