Customer Support Manager

• May 2022 - Present

NOC Team Lead

• Aug 2014 - Present

Solutions Management Center Team Lead

• Feb 2012 - Present

Solutions Management Center Technician III

• Apr 2006 - Present

Monitoring and repair on all types of WAN circuits; ADSL, IDSL, SDSL, Frame, T1, Cable, Satellite, EVDO, and 3G Escalation point of lower level technicians once they have troubleshot beyond their ability. On call 24x7 Tracking all issues worked in a trouble ticket system, documenting internal and customer facing notes until resolution. Managing over 80 different customers, 15,000 plus circuits, ATM back bones to carrier partners, Customer Host circuits, as well as Cybera core network. Troubleshooting LAN / WAN issues to include, first level troubleshooting, large and small scale provider outages , IP routing issues on Cybera and provider networks, and provider field equipment problems. Working with service providers to include, AT&T, Covad, New Edge Networks, Verizon, Bellsouth, Comcast, Time Warner cable and T1, Windstream, Suddenlink, Metro Ethernet, Level 3, Sprint, Verizon Wireless, AT&T Wireless and others. Working with field technicians to resolve customer connectivity issues including equipment configuration, wiring / cabling issues, and equipment replacement. Administration of Cybera core network including Juniper E series edge routers in 4 POPs in a BGP connected network. 8500 Cisco ATM switch for cross connects to our carrier partners. Juniper 5200 Netscreen firewall administration. Static routing, OSPF, BGP, VPN, IPSec, GRE, and NAT on Cisco routers, Netopia routers, and McAfee firewalls. Security functions in a PCI compliant environment. Data encryption through McAfee firewalls with 128 byte encryption. Management and configuration of customer equipment to include, Netopia 3341, 3346, 4552, and 3386 Ethernet routers. Cisco 831 / 871 Ethernet routers, 827 / 877 ADSL routers, 1600 / 1700 / 2800 Frame routers, and 8500 ATM switch. Efficient and Siemens 5871 and 5890 routers. Cradlepoint 3G USB adapters. Administration and configuration of Linux script servers for McAfee firewall devices. Show less

Manager Solutions Management Center

• Aug 2017 - May 2022

Senior Manager Customer Support and Fulfillment

• Apr 2006 - May 2023

Senior Manager Customer Support and Fulfillment

• Jan 2020 - May 2022

Field Technician II

• Jan 2005 - Mar 2006

 Performed installations and trouble calls of satellite equipment and television receivers  Provided superior customer service  Explained functionality of equipment and services to customers after installation.  Installed RG-6 cable in attics, underneath houses, wall drops and terminated cable to specification.  Underwent hours of safety training  Climbed 20 ft ladders as necessary to install satellite dishes and to run cable as needed in customer’s homes  Performed installations and trouble calls of satellite equipment and television receivers  Provided superior customer service  Explained functionality of equipment and services to customers after installation.  Installed RG-6 cable in attics, underneath houses, wall drops and terminated cable to specification.  Underwent hours of safety training  Climbed 20 ft ladders as necessary to install satellite dishes and to run cable as needed in customer’s homes