Experience

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  Comtech Telecommunications Corp.

  • Senior Network Analyst Support

• 

  Comtech Telecommunications Corp.

  • Associate Systems Engineer

    • Nov 2022 - Present

    ● Troubleshoot a variety of technologies as a tier 3 resource such as Domain Controllers, DHCP Servers, SIP, HTTP, DNS, Juniper/Cisco networking gear, and various Windows distributions. ● Perform analysis of packet captures in order to diagnose issues.● Lead teams through acceptance testing and create documentation to facilitate support after completion.

• 

  Ziply Fiber

  • United States
  • Telecommunications
  • 700 & Above Employee

  • CNOC Supervisor

    • Jul 2022 - Sep 2022

    I lead a team of engineers that support DWDM, Ethernet, Hosted Voice, SIP, POTS, DS0, DS1, and DS3 solutions for enterprise customers.

  • Network Operations Engineer

    • Dec 2021 - Jul 2022

    I supported TDM and ethernet circuits for enterprise class customers in a service provider environment.

• 

  Zetron

  • Redmond, Wa

  • System Support Engineer

    • Feb 2019 - Nov 2021
    • Redmond, Wa

    ● Troubleshoot SIP, POTS , and various radio solutions.● Perform analysis of packet captures in order to diagnose possible configuration and/orsoftware issues.● Request,Troubleshoot, and Test software updates to resolve customer facing issues.

• 

  Wave Broadband

  • United States
  • Telecommunications
  • 500 - 600 Employee

  • Network Support Technician 3 (Commercial NOC)

    • Jun 2018 - Feb 2019

    ● All duties previously recorded under Network Support Technician 2.● Updating leadership up to the VP level on major service affecting issues then serving as an informational resource regarding those issues as they progress towards resolution.● Training and mentoring less experienced technicians in industry best practices and serve as an escalation point for our Tier 2 technicians.

  • Network Support Technician 2 (Commercial NOC)

    • Oct 2017 - Jun 2018

    ● First level of escalation for all enterprise (fiber) customers. Expected to dispatch remote hands and troubleshoot all layer 1 issues involving access layer devices on our fiber optic network. This includes swapping out our switches on the customer premises and turning them up on the fly.● Isolate and escalate service affecting problems found on 100 Gigabit DWDM backbone links.● Update our customers on our progress in resolving outages and writing RFOs upon their resolution.● Troubleshoot hosted VoIP, SIP, and PRI phone solutions.● Investigate customer issues on a variety of circuits including DIA, EPL, EVPL, and ELAN.

  • Network Support Technician 1 (Surveillance NOC)

    • Apr 2017 - Oct 2017

    ● Proactively monitor the core, distribution, and access layers of our fiber optic network for outages and service degradation. Investigating the cause and location of those issues before escalating them appropriately.● Serve as a tier 3 escalation point for our residential and small business field technicians for phone, video, and data issues.● Monitored our Converged Media Management tool to insure video on demand content was deployed correctly. Interfacing with content providers as necessary to remediate issues and engaging third party support of this tool where applicable.

  • Technical Support Representative 2

    • Jun 2016 - Apr 2017

    ● Worked on the Spectrum RT project performing remote turn ups, remote disconnects, and speed changes on switches located in radio fed high rises. I would also troubleshoot network connectivity and general performance issues in these buildings on a variety of switches from different manufacturers. ● Member of the TiVo team which involved working with Wave’s NOC and TiVo’s engineers to gather data from customers and test fixes. Typically, these problems would affect anywhere from 1 to a few dozen customers.● Troubleshoot issues with fiber to the home, radio to the home, and hosted VoIP customers.● Handle escalations involving upset customers not satisfied with the attitude or expertise of tier 1 technical support representatives.

  • Technical Support Representative 1

    • Jun 2015 - Jun 2016

    ● Consistently identified possible outages via our internally developed tools and escalated them appropriately.● Learned how to adapt in order to resolve technical issues that have no documentation in the company knowledge base.● Learned to use the terminal and the command prompt to diagnose issues in both residential and commercial settings.● Delivered excellent customer service, winning the weekly contest (based on customer feedback) my first week out of training.

• 

  AVI-SPL

  • Bothell, WA

  • Audio Visual Technician (contract job)

    • Nov 2014 - Mar 2015
    • Bothell, WA

    ● Trained and mentored less experienced techs on good industry practices.● Uploaded custom firmware and set static IP addresses to equipment as laid out by our engineering team.● Installed and configured Miracast in Microsoft (main campus) conference rooms.● Setup and maintain AV components and network infrastructure.● Troubleshoot various issues in new builds in order to restore full functionality to new and used equipment.