Michael Goshin

NOC Team Lead ➤ Managed Router and Commercial VoIP Engineer | Fixed Wireless Broadband Support at Simply Bits
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Contact Information
us****@****om
(386) 825-5501
Location
Tucson, Arizona, United States, US

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Credentials

  • CompTIA Cloud Essentials
    CompTIA
    Feb, 2020
    - Nov, 2024
  • CompTIA Project+
    CompTIA
    Nov, 2019
    - Nov, 2024
  • CIW Site Development Associate
    Certified Internet Web Professional
    Jul, 2019
    - Nov, 2024
  • ITIL Foundation Level
    AXELOS Global Best Practice
    Apr, 2019
    - Nov, 2024
  • Linux Essentials
    Linux Professional Institute
    Apr, 2018
    - Nov, 2024
  • Amazon Web Services Solutions Architect - Associate
    Amazon Web Services (AWS)
    Dec, 2022
    - Nov, 2024
  • CompTIA A+
    CompTIA
    Dec, 2017
    - Nov, 2024
  • CompTIA Network+
    CompTIA
    Aug, 2018
    - Nov, 2024
  • CompTIA Security+
    CompTIA
    Dec, 2018
    - Nov, 2024
  • Cisco Certified Network Associate Routing and Switching (CCNA)
    Cisco
    Dec, 2019
    - Nov, 2024
  • Certified Cloud Security Professional (CCSP)
    (ISC)²
    Jul, 2020
    - Nov, 2024

Experience

  • Simply Bits a Ting Company
    • United States
    • Technology, Information and Internet
    • 1 - 100 Employee
    • NOC Team Lead ➤ Managed Router and Commercial VoIP Engineer | Fixed Wireless Broadband Support
      • Sep 2020 - Present

      Team lead for fixed wireless ISP NOC and managed service provider, monitoring and providing support for over 760 infrastructure sites, 5500 fixed wireless end points (Cambium, Ubiquiti, Mikrotik, Siklu, Mimosa, and IgniteNet), and 450 routers (Mikrotik). Provision, maintain, and support infrastructure backbone and monitoring including IP address provisioning, establishing Site-to-Site VPN connections (IPsec, EoIP, IPIP), applying router scripts, establishing QoS (packet marking), packet sniffing and Wireshark analysis, firewall editing and maintenance, applying static routes, OSPF, and source/destination network address translation. Analyze and provide expertise on fixed wireless shots, interpreting RSSI, SNR, and modulation to determine levels of service. Assist field technicians and installers with mounting subscriber modules to achieve the best signal possible. Deliver managed wireless support for Cambium cnPilot, Ruckus, and Eero. Show less

  • Verizon
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Customer Experience Team ➤ Business & Executive Escalations | Supervisor Escalations
      • Oct 2019 - Aug 2020

      Handled VP and Executive escalations for residential, business, and competitive local exchange clients supporting both copper and fiber installations.Collaborated with managers from Dispatch, Construction, Install & Maintenance, Engineering, and Buried Service Wire to investigate, white-glove, and resolve complex cases handed down by the CEO and other Executives within Verizon. Developed, implemented, and managed policies and procedures for improving team communication while investigating and troubleshooting high-priority events, such as VP and Executive emails, resulting in a consistent team message, lowering average response time to under 10 minutes, and decreasing average open-case time by 3 days.Managed supervisor escalations and customer retention for over 300 agents across Maryland and Virginia, saving $600,000 in lost revenue and contributing to an increased Net Promoter Score for 2019 (from +7 to +38 2018-2019). Show less

    • Customer Support Analyst ➤ Fiber & Copper Repair | Network Analyst | Consumer Relations
      • Oct 2016 - Oct 2019

      Delivered technical support for business and residential fiber infrastructure (data, video, and voice); repairing TCP/IP, DNS, DHCP, SMTP, POP, IMAP, VPN, VoIP, and SIP. Ranked within the top 5% of analysts (pool of 150) for 2018 and 2019. Generated $250,000 in revenue offering solutions to customers (2016-2019) which led to being chosen as my team's Lead to Succeed Ambassador, helping lead them to be the first technical support team in history to break $1,000,000 in 1 year.Filled role of acting manager and floor support for Hampton, VA (pool of 150) to help lower average handle time and increase productivity, resulting in the call center leading those metrics for each quarter of 2019. Show less

  • Support.com
    • IT Services and IT Consulting
    • 500 - 600 Employee
    • Production Trainer ➤ New Hire Mentor | Quality Assurance
      • Feb 2015 - Apr 2016

      Designed Comcast training material and analyzed existing coursework for areas of improvement.Independently trained 12, 5-week courses of 30+ new hires over Go2Webinar to deliver technical support, process billing and sales, and provide world-class customer service resulting in an average 5/5-star rating and a 99% graduation rate.

    • Remote Services Technician ➤ Home Network Support | Internet Repair
      • Feb 2014 - Feb 2015

      Performed IT support for Comcast, 40-60 inbound requests per day; led team in metrics, receiving bonus for each quarter.Chosen to support and mentor staff, aiding in complex calls, de-escalating irate customers, and troubleshooting work tools.

Education

  • Western Governors University
    Bachelor of Science - BS, Network Operations and Security
    2017 - 2020

Community

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