Global Network Operations Leader

• Feb 2022 - Present

Leading the network operations team. Establishing standard operating procedures for the NOC. Conducting training and managing schedules and vacation. Liaison in the network operations center with overseas counterparts and support staff. Engages leadership to support NOC initiatives. Works directly with service delivery and developers to improve monitoring tools. Leading the network operations team. Establishing standard operating procedures for the NOC. Conducting training and managing schedules and vacation. Liaison in the network operations center with overseas counterparts and support staff. Engages leadership to support NOC initiatives. Works directly with service delivery and developers to improve monitoring tools.

Operations Technician III

• Nov 2021 - Feb 2022

Service Assurance Technician III

• Mar 2020 - Nov 2021

• Managing equipment failures from initiation through to resolution.• Working with equipment vendors to resolve complex backbone issues, like BGP failures and link failures. • Coordinating with Backbone Transport to restore service across the backbone links. • Managing equipment maintenances to ensure stability for our customers and working with our peers to bring equipment back online with as minimal impact as possible.

Service Assurance Technician II

• Sep 2019 - Mar 2020

• Monitoring the IP network and managing issues affecting the IP Backbone network. • Pulling stats related to optical carriers from NFMT and working with Transport Backbone to get any issues resolved. • Managing trouble tickets from initiation through resolution. • Updating routing and removing decommissioned devices on the IP Backbone network. • Opening JTAC tickets referring troubles to Juniper for investigation. • Pulling light levels and status from ALU’s and Cisco devices that are alarming to refer out to OSP or working with the responsible groups to get these devices back within normal operating specifications.• Working with peers to get BGP sessions back online and to get links back online. Show less

Help Desk Analyst

• Jul 2018 - Aug 2019

Help Desk Analyst Level II / Team Lead

• Nov 2017 - Jul 2018

• Resetting user accounts in Active Directory. Utilizing DHCP to locate IP addresses and to ensure network components are added to the correct IP address range. Ran queries in AS400 to update POS systems. • Utilizing password tools to reset passwords for Hibbett’s customized applications. • Troubleshooting POS devices to resolve network and computer issues. Loaded patches and upgrades to pin pads and desktops. Shortened network down time and increased store network/POS availability. • Resolving issues with Verifone pin pad devices. • Successfully loaded new releases of software company wide within a two to four-week timeframe. • Utilizing SQL to verify transactions, restore databases, and to backup POS transactions. • Manage team and train Level 1 Analysts. Assessed experience and trained according to the level of knowledge. • Utilized Service Now to create tickets and work issues through to resolution. • Tracked computers, routers, tablets, and printers for each store. • Support for Windows OS 7 and 10. Show less

NOC Technician

• Aug 2008 - Aug 2016

• Tests, analyzes, corrects, and/or repairs trouble reports and provides closeout to subscriber/customer trouble reports in Clarify/Remedy reporting system by phone, computer, and email. • Testing T1/ISDN circuits using programs like Net Analyst, Centest, and Sage. Responsible for the repair or coordination of the repair for all network monitored elements such as Cisco switches and routers, T1’s, DS3’s, and more. These include Juniper routers and VOIP technologies. • Act as the central point of contact for all Voice Operations issues to include event notification, coordination, conferencing event reporting, etc. Calculate failed/blocked calls during network events/outages. • Successfully managed network outages to less than 10% down time and shortened outages to less than 48 hours resolution. Realtime Fault Manager system monitoring to investigate faults and incidents. • Perform network maintenance activities such as cable and network card replacements, server and network device rebooting and replacements. Coordinated with field technicians to replace equipment. Ordered equipment to replace failed or defective cards, cables, and routers. • Provided remote support for POS devices for retail and provided customer service and support for corporate systems. Managed replication on Unix Servers and ensured replication completed successfully. • Lead Tech on shift and ensured that all techs on shift had the information and training to do their jobs effectively. Show less

Coordinator- Technical Support

• Jun 2008 - Aug 2008

• Provide exceptional customer service and technical support for internal and external voice and data product customers. • Provide telephonic and/or electronic Technical Support for customers who use wireless data products and services; troubleshoot hardware/software issues, identify network/application issues, provide information on how to set-up/use wireless data products. • Troubleshoot for PC Operating systems, specifically Device Manager and TCP/IP configuration. • Use trouble ticket system for tracking customer interactions and problem resolution. • Follows up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction. Show less

Network Contract Designer

• Aug 2007 - Apr 2008

• Loading computer software, such BSTCAD and printer software, setting, configuring, and renewing IP addresses, and loading patches and host files from the network. • Assisting users by adding them to AD domain and MS Exchange Server, and giving them access to various applications. Successfully added new employees and provided them access to network applications. • Consistent use of independent judgment and decision-making skills to resolve drafting issues with only a small percentage of guidance from upper level management. • Lead designer responsible for training junior designers and ensured access to systems. Show less

Electronic Technician

• Aug 2000 - Dec 2006

• Coordinated working with customers to resolve their PBX, router, server, and telecommunications network issues. Provided customer service and technical support to customers by supporting their corporate systems. • Worked with customers for over 6 ½ years on the new installation, testing, maintenance, troubleshooting, transfer, and removal of their T1’s, SONET rings, Primary Rate ISDN’s, ISDN’s, DS3’s, OC3’s, OC12’s and other complex business services. • Over 5 years of extensive research and analysis skills to find information on customer equipment like CISCO routers, switches, Avaya, Nortel, and various other PBXs to explain to vendors how to program and troubleshoot the customer premise equipment. • Worked in a Tier 2 trouble resolution office with an 85-95% trouble resolution rate. Show less