Experience

Cumulus Networks

• United States
• Computer Networking Products
• 1 - 100 Employee

• Technical Support Engineer

  • Apr 2018 - Present

  Cary, North Carolina



CenturyLink

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Tech Ops II Network Engineer

  • Mar 2015 - Apr 2018

  Wake Forest, North Carolina - Monitor, troubleshoot, and resolve network issues for customers receiving data feeds from both the legacy and the newly implemented Global Financial Exchange Networks - Manage and monitor end-to-end connectivity from CPE to CE devices ranging from Cisco, Juniper, and Alcatel - Manage and monitor legacy Financial Exchange Network SNMP SPLUNK or Netcool trap browser for ping loss, power supply failure, VRRP changes, or other pertinent network impacting notifications - Investigate… Show more - Monitor, troubleshoot, and resolve network issues for customers receiving data feeds from both the legacy and the newly implemented Global Financial Exchange Networks - Manage and monitor end-to-end connectivity from CPE to CE devices ranging from Cisco, Juniper, and Alcatel - Manage and monitor legacy Financial Exchange Network SNMP SPLUNK or Netcool trap browser for ping loss, power supply failure, VRRP changes, or other pertinent network impacting notifications - Investigate multicast configurations when customer reports packet loss from Financial Exchanges - Open and follow up on customer or SNMP trap browser tickets for RFO, sequence gaps, BGP, or other connectivity failure from Financial Exchanges - Open, manage, and escalate LEC tickets for prompt resolution of outages, subsea fiber cuts, or RFO explanation - Notify and update customer of any outage or LOR providing current actions and next steps - Work with internal teams for resolution with backbone or higher level issues or outages - Participate in call rotation for customer concerns and internal/external ticket updates - Monitor repaired issues and verify customer satisfaction before completion - Conduct site audits for newly turned up sites to adhere to company policy and customer expectations - Conduct modem testing for AUX ports to provide fail/safe remote access - Participate in shift turnover for all current issues and report the status of said issues Show less



Apex Systems at Cisco Systems

• Tier 1.5 Network Engineer – Day 2 Operations (CMS)

  • Jul 2014 - Mar 2015

  Morrisville, North Carolina - Provide global network support for Bank of America - Monitor and troubleshoot almost 70,000 network devices, creating incident cases for actionable items - Monitor domestic and global optical core routers and engage higher tiers for prompt resolution - View logs, interfaces, and configurations on routers and switches to pinpoint certain issues - Lead small team as customer-facing engineer to coordinate prompt resolution of ATM issues/outages worldwide - Engage LEC and service… Show more - Provide global network support for Bank of America - Monitor and troubleshoot almost 70,000 network devices, creating incident cases for actionable items - Monitor domestic and global optical core routers and engage higher tiers for prompt resolution - View logs, interfaces, and configurations on routers and switches to pinpoint certain issues - Lead small team as customer-facing engineer to coordinate prompt resolution of ATM issues/outages worldwide - Engage LEC and service providers to repair damaged circuits on routers/ATMs - MAP monitoring SME, POC for related questions, and presenter to potential BoA customers worldwide - Monitor repaired circuits and escalate as necessary - Serve as POC for Tier 1 network related questions - Engage Cisco TAC to replace faulty or warrantied hardware, ensure prompt delivery, and oversee installation remotely - Participate in high volume call queue for customer inquiries and report issues - Organize dispatches and vendor meets for multiple resources - Engage customer to inform of updates and plan of action - Coordinate with Change Management, MACD, Incident Management, and other Cisco departments to determine possible RFO - Join bridge or SWAT calls with customer and other vendors to discuss issues and solutions - Attack large outages due to weather or other circumstances and engage resources appropriately - Collaborated with NOC management and quality control to define ticketing, change, and customer service benchmarks

• MACD Tier 1.5 Engineer / SME / ITSM – Advanced VoIP Configurations (CMS)

  • Oct 2013 - Jul 2014

  Cisco Systems RTP Promoted 10/2013, responsibilities include below MACD Engineer duties in addition to the following: - Provide support for more in-depth request types and configurations involving a larger knowledge of the Call Manager - Program analog ports on the gateway - Enable advanced features such as hunt groups, call pickup groups, time of day routing, single number reach. etc. - Enable call routing features such as translation patterns and route patterns - Handle any special project… Show more Promoted 10/2013, responsibilities include below MACD Engineer duties in addition to the following: - Provide support for more in-depth request types and configurations involving a larger knowledge of the Call Manager - Program analog ports on the gateway - Enable advanced features such as hunt groups, call pickup groups, time of day routing, single number reach. etc. - Enable call routing features such as translation patterns and route patterns - Handle any special project or report that may be handed down from higher management - Use bulk action tools in Call Manager and Unity for bulk uploads - Subject Matter Expert point of contact for technical and procedure-related questions teamwide - Train new employees on the correct processes and procedures, as well as Call Manager and Unity configurations - Continued team improvement through in-depth Q.A., Call Manager tests, and technical coaching - Ongoing creation, updation, and removal of process documentation posted on Wiki for teamwide direction

• MACD Engineer / ITSM – VoIP Configurations (CMS)

  • Dec 2012 - Jul 2014

  Research Triangle Park (RTP) in Morrisville, NC -Provide remote VoIP support in a high volume call center environment -Configure settings and program IP phones, Polycoms, and other devices within Cisco Unified Communications Manager and Unity Voice Mail -Troubleshoot and diagnose issues relating to TCP/IP networking -Screen, prioritize, resolve and manage all incoming internal and external communications in an efficient and timely fashion -Provide interpersonal and excellent customer service and set high customer satisfaction… Show more -Provide remote VoIP support in a high volume call center environment -Configure settings and program IP phones, Polycoms, and other devices within Cisco Unified Communications Manager and Unity Voice Mail -Troubleshoot and diagnose issues relating to TCP/IP networking -Screen, prioritize, resolve and manage all incoming internal and external communications in an efficient and timely fashion -Provide interpersonal and excellent customer service and set high customer satisfaction based on agreed processes, ensuring a professional and courteous experience to all customers -Receive, track, and accurately document all work within the EURC Ticket Management System -Trained Internet Technology Service Manager (ITSM) who schedules and dispatches technicians for onsite repairs and modification, and acquires approvals for major modification relating to building changes