RESUME DETAILS

Objective
I'm always looking for new challenges in my career. I am currently concentrating on continuing education certifications at this time to further expand my knowledge on technology. As for a position with your company ideally I would be looking to be placed into a position that will allow some flexibility and advancement. I'm very dynamic when it comes to changes / adaptations in the work place and in my personal life as well.

Work Experience

MegaPath Networks, Austin, TX
NOC Team Lead / Trainer
October 2007 -- Present
? Provide coaching to peers as needed.
? Take ownership of escalated issues as needed or designated.
? Proactive response to issues on the circuit to minimize business impact on customers.
? Troubleshooting circuits involving cable, DSL, T-n, DS 3, Oc-n class services.
? Rebuilding client configurations by remote access, out of band means or dispatch of 3rd party vendor as remote hands.
? Interface with ILEC / CLEC along with backbone providers to clear outages.
? Perform projects for senior management to resolve chronic issues / complaints.
? Daily involvement in CLI troubleshooting in EU devices and also on the provider side when lines bounce or go hard down due to misconfiguration such as encapsulation or being dropped from mlppp connections that do load sharing
? Daily troubleshooting of various OSI issues to determine root causes for packet loss, lack of DNS, VPN connectivity, and configuration issues in CPE devices.
? Troubleshooting using network access from Redback edge configuration when no on site contact is available or needed to re-establish services.
? We have Redback and Fortigate devices setup as our Edge authentication, termination for various levels of connections ranging from DSL to OC-n.
? Minor issues resolved with changing static entries along with authentication issues
? Troubleshooting of routing protocols OSPF, EIGRP, BGP in a L1/L2 situation.
? Troubleshoot issues with duplicate and stale routes to Cisco / Fortigate VPN concentrators.
? Reconfigure clients with multiple aggregation points within the network utilizing show ip route / show up route vrf to determine which endpoint should be used.

Equipment in use
Cisco - SOHO, 800, 1800, 2800, 3800, 7200, RSP16
Juniper - M20
Fortigate -- VPN concentrator / firewall
Redback -- Termination / R&S

Comcast, Orlando, FL
CAE IP Support II
February 2007 -- September 2007
? Troubleshoot basic connectivity issues with cable modem services.
? Troubleshoot end user configurations / wiring / splitters.
? Troubleshoot provider issues and notify proper escalation point of issue as observed.
? Setup dispatches as needed using billing tracking systems.
? Repair issues that arise with e-mail, password, and transfers of services.

Time Warner Cable, Milwaukee, WI
Technical Support Representative
September 2000 -- September 2003
? Provide assistance to new and existing customers experiencing issues with their services for high speed data.
? Provide assistance for issues with configurations on the end user computer whether MAC or PC.
? Assist with home networking issues as needed.

Department of Corrections, Madison, WI
Help Desk
January 1998 -- December 1998
? General Help Desk support for internal and external customers.
? Provide phone and on-site support for network issues
? Perform ghosting of new PC's to be deployed throughout the state.
? Admin duties included password resets, remote SMS settings management, print queue management via HP utilities, and other tasks as needed.

Software / Hardware
OS -- Win 3.1 - Vista, OS X
Hardware -- PC, Apple, Cisco, Juniper, Redback
Software -- MS Office suites 97-2007, NetCool, Remedy, Ticketing

Certifications
• Cisco CCNA
• CompTIA Security+, Network+, A+
• Microsoft MCP

CONTACT DETAILS

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