TECHNICAL SKILLS:

• Remedy Trouble Ticketing System experience (Supervisor Level)
• Spectrum monitoring system experience (Local Administrator Level)
• Honorable discharge from the Confidential
• Ability to quickly learn and apply technical concepts.
• Good communication skills
• Regular, consistent and punctual attendance
• Knowledge of computers to include various software packages
• Dale Carnegie Graduate
• Video on Demand Training (Level 1 and Level 2)

PROFESSIONAL EXPERIENCE:

Confidential, Hicksville, NY

Consultant

Responsibilities:

• Troubleshoot individual customers MRDVR (Multi - Room DVR) related issues
• Troubleshoot issues with VOD (Video On Demand)
• MRDVR stream testing before its deployment
• Windows 2003 servers, Cisco Switches, routers, IBM Blade servers
• Tivoli, Nagios and Spectrum monitoring tools
• Linux/Windows OS Knowledge
• Qam & Node Service group expansion testing

Confidential, Mount Laurel, NJ

Engineer 2

Responsibilities:

• Monitoring and support of Confidential ’s Video On Demand (VOD) systems at a national level
• Respond to system outages by using available internal and vendor tools to perform troubleshooting and diagnostics of VOD Systems break fix work
• Troubleshoot escalated individual subscriber STB to UDB issues
• Over see work that is being done by the associate engineers
• Retrieve VOD performance and capacity data, compile reports, analyze data metrics, interpret operational trends, and react to changes in expected system behaviors and patterns in a timely manner
• Perform troubleshooting to correct problems with VOD, Linux, and MS Windows Systems and Applications
• Provide technical training to Level 1 Engineers and Analyst.
• Joined conference bridges as they are opened when notified
• Working on Confidential devices to validate problems with Video On Demand Verify issues on Cisco and Confidential Streamers
• Experience with UNIX or Linux operating systems
• Experience with Microsoft Windows XP, Windows 2000/2003/2008 Server operating systems
• Experience with and understanding of LAN/WAN, IP Multicast, routers and switches, fundamental networking principles, internet protocols and applications (HTTP, DNS, SSH, TCP/IP, UDP etc)
• Working knowledge of how a Confidential and Cisco Cable TV Headend functions, including all associated video/network equipment
• Understanding of RF principles as relates to upstream and downstream on HFC plant. Experience using monitoring tools (Nagios, Xymon, Netcool, Spectrum, etc.) and problem ticketing systems
• Familiar with Video-on-Demand monitoring/troubleshooting tools such as Everstream
• Good with PC’s
• Clear, effective, and courteous communication skills, both written and oral with the ability to communicate complex information to a wide variety of people, both technical and non-technical Demonstrated ability to stay organized while multi-tasking between several projects, while maintaining the ability to adapt to change Team player with professional work ethic and positive attitude Demonstrated interest in continuing to grow professionally and learn new things Trained the NVOD team on how to identify issue on the CCDN platform Worked with the content team and other high visible departments

Confidential, Mount Laurel, NJ

Associate Engineer (Contractor)

Responsibilities:

• Monitoring and support of Confidential ’s Video On Demand (VOD) systems at a national level
• Respond to system outages by using available internal and vendor tools to perform troubleshooting and diagnostics of VOD Systems and associated equipment by collaborating with Headend Technicians, Third Party Vendors, Technical Operations, and other Engineering Groups
• After hours support is expected and ability to work different shifts as necessary, including days, afternoons, overnights, and weekends.
• Retrieve VOD performance and capacity data, compile reports, analyze data metrics, interpret operational trends, and react to changes in expected system behaviors and patterns in a timely manner
• Retrieve error reports from STB’s
• Handle telephone and email escalations form Customer Care, Local Markets, Engineering, and all levels of Management
• Correlate events across multiple subsystems to narrow down potential root causes of problems
• Perform troubleshooting to correct problems with VOD, Unix, and MS Windows Systems and Applications
• Make recommendations regarding new tools and procedures that aid in overall system uptime and reduce time to issue resolution
• Provide technical training to Junior Engineers and other Operation Groups

Confidential, Cherry Hill, NJ

LMC Supervisor

Responsibilities:

• Supervise, train and provide support to LMC Operators on various software and equipment used to monitor an array of networks from HFC Plant to CRAN Networks
• Evaluate job performance, provide coaching and counseling
• Create and assist in the creation of NJLMC policies and procedures
• Promote a positive team atmosphere
• Provide productive interaction between the NJLMC and our internal as well as external customers
• Monitor Headend and OTN facilities and equipment, including VOD equipment
• Monitor LAN/WAN connectivity and power supplies
• Create trouble tickets using Remedy Trouble Ticketing System
• Provide support to fix agents
• Notify systems within the Eastern Division of scheduled outages
• Perform monthly power supply testing and reporting

Confidential, Turnersville, NJ

Network Management Technician

Responsibilities:

• Organizes and performs all scheduled maintenance activities
• Possesses limited responsibility for the CMTS, this is to include troubleshooting CMTS for issues
• Provides surveillance for the network from the hub to the backbone
• Monitors VOD run stats. Re-grooms existing channels
• Uses all available tools to monitor and isolate outages across all product lines
• Writes and drives action items for post-mortems on network events to ensure follow-up for all break/fix
• Follows scripted M&P’s for break/fix
• Acts as local liaison to identify, correlate, communicate, and verify customer impact for nationally managed care team events
• Provides remote assistance of hardware replacements
• Acts as the escalation point for advanced services
• Regular, consistent and punctual attendance

Confidential, Willow Grove, PA

Installation Supervisor

Responsibilities:

• Supervised and trained in-house installers, assigned and scheduled daily work for installers as well as contractors, evaluated employees, set quota in Cable Data, handled customer complaints. Enforced safety standards, provided a team atmosphere and promoted positive interaction with other departments.
• Implements standard safety training and maintains daily safety inspection issues
• Reviews and coordinates nightly check-in and rotates On-Call schedules
• Coordinates all vehicle assignments, maintenance, and inspections
• Ensures systems and staff are able to respond to the demands of new technology deployment through demonstrative methods
• Performs duties of CT1 through CT3, as needed
• Analyzes operations and performance to assure operational efficiencies through productivity, QC, and customer satisfaction
• Coordinates department responses to customer and department issues with a strong sense of urgency
• Works with other departments, as necessary, to maintain an in-depth technical knowledge of new technology being deployed
• Ability to install all types of cable and run service calls to completion
• Diagnoses all types of signal faults
• Ability to operate computers
• Ability to lift and carry up to 75 pounds, climb utility poles and drive long periods of time digging, crawling, stooping and standing
• Complies with all OSHA safety measures
• Consistent exercise of independent judgment and discretion in matters of significance

Confidential, Philadelphia, PA

Headend Status Technician

Responsibilities:

• Monitor Headend and OTN facilities and equipment, including VOD equipment
• Monitor LAN/WAN connectivity and power supplies
• Create trouble tickets using Remedy Trouble Ticketing System
• Provide support to fix agents
• Notify systems within the Eastern Division of scheduled outages
• Perform monthly power supply testing and reporting

Confidential, Willingboro, NJ

Service Technician

Responsibilities:

• Diagnosed and repaired cable reception problems from the fiber node to the customer’s house
• Interacted with customers
• Routed work orders to work efficiently
• Marked out underground cable
• Assigned as a primary line technician on the on-call rotation.

Confidential, Willingboro, NJ

Installation Technician

Responsibilities:

• Installed new cable services from the tap to the customer’s house
• Installed additional outlets
• Performed service upgrades, downgrades, disconnects
• Performed hand and/or machine underground cable installations
• Performed custom installations
• Provided in-home customer service.

Confidential, Willingboro, NJ

Dispatcher

Responsibilities:

• Prioritizes and dispatches service and installation requests
• Reschedules and/or assigns jobs to technicians
• Monitors daily progress of Technicians and adjusts routes to accommodate customer additions, rescheduling, and cancellations while providing support to the Technicians throughout the day
• Inputs data into various databases used for tracking and reporting
• When necessary, records completion codes in order to provide accurate service history
• Distributes unassigned work to the appropriate field personnel utilizes the designated workforce management tool
• Organizes daily workload by managing the day of route, assigning and reassigning work as required
• Operates PC to input and retrieve subscriber account data and makes notations as needed in the appropriate workforce management tool
• Processes paperwork to issue credits for late appointments as needed
• Effectively communicates with field personnel regarding any customer-impacting concerns, minimizing the need for future contacts
• Provides appointment management, i.e. running late calls to technician, providing estimated time of arrivals, and reschedules with customer (including not home and go backs.)

Confidential

Responsibilities:

• Held three positions in which my duties included sales, customer service and delivering merchandise.

Confidential

Tactical Satellite/Microwave Systems Operator

Responsibilities:

• Trained in all aspects of satellite/microwave systems
• Knowledge of satellite uplinks, tropospheric scatter microwave radios, line-of-sight microwave radios, and various multiplexing equipment
• Marksmanship, first aid, Drill and Ceremony along with other various basic soldiering training