Engineer Support
Resume:
Bryon Philos Randle
************@*****.***
Qualifications
. Extensive knowledge of Broadcast Operations and Data Center
Operations for large enterprise level 24/7 trouble response team
environment.
. 12 years experience in NOC monitoring and technically evaluating
automated network systems. Comprehensive understanding of RF,
voice, data, and video signal compression/transmission.
. Ability to use strong technical background to analyze complex
processes and develop innovative solutions to challenges. Displays
a high sense of urgency with the ability to perform exceptionally
in high pressure situations.
. NOC Specialist, Tier I&II level tech support superior
troubleshooting skill, VOIP configuration. I have the ability and
willingness to work non-standard business hours.
. Certifications: Network+, CCNA, ITIL pending
Work Experience
L1 OSS Network Support Engineer- HCL - Phoenix, AZ 2/2013-
present
. Responsible for troubleshooting and ensures implementation of
project/program activities with minimal service disruption. Work
with IT Support team to resolve CIGNA Health enterprise wide
network issues within incident management lifecycle. Coordinates,
owns, and drives Incident Conference calls to ensure Investigation
and Diagnosis remain targeted at resolving the incident and
restoring service.
. Handles customer requests for telecommunications support
including: moves, adds, changes, repairs and inquiries, within
Remedy ticketing system.
. Identifies and manages telecommunications projects responsible to
properly categorize and classify all incidents and service license
agreement requests, resolve all Level 1 and Level 2 incidents and
escalate and assign all Level 3 incidents to the appropriate
Subject Matter Experts, including other IS staff and vendors.
. Provides installation and software on-site support for all medical
centers configured on Cisco VOIP, PBX, voice mail, voice networks,
and video systems.
NOC Engineer- SYNTEL - Phoenix, AZ 9/2012- 1/2013
. Responsible for monitoring and managing enterprise wide network
and system infrastructure Business Units. Validate problem
descriptions and perform detailed problem diagnosis as well as
track and update problems in trouble-ticketing system.
. Monitor and support network, and system infrastructure, including
servers, storage, and facilities components within the Phoenix
Data Center. Assist in troubleshooting systems to maximize the
integrity of individual servers, by following precise guidelines
of the Data Center Facility
. Work with vendor representatives and other Technology Operations
teams to coordinate, escalate, troubleshoot, and resolve issues.
Quick response to manage and resolve critical events within the
Data Center including HVAC, power generators, cooling systems,
cabling, as well as proper escalation of other Infrastructure
issues.
NOC Analyst- INTERTECH- Tempe, AZ 3/2012- 9/2012
. Monitor all servers, network devices, and other critical IT
infrastructure within the enterprise which includes data center
operations. Support maintenance of the system/server infrastructure
to include patching, system upgrade, and configuration.
. Working with carriers and Telco providers in troubleshooting issues
with WAN circuits such as fractional T1's, T1's, PRI's, Frame-
Relay, MPLS.
. Verify data backup job completion and identify backup job failures
in VmWare, Symantec Backup Exec fixes.
. Quickly identify problems within the enterprise and record the
details of the issue in a CRM incident management system. Answer
phones in data center 24 x 7; responds to user issues not requiring
escalation.
. Provides first and second-level support to end-users following
regimented processes and protocols by creating, maintaining, and
resolving service desk tickets.
. Server administration of all the local computer servers (mail,
authentication, and backup servers), Network switches, routers,
network data connections. Basic systems administration tasks and
helpdesk related duties performed while also utilizing various
monitoring tools to oversee successful migration projects and
SLA's.
VOIP Tech Support Engineer- J-CURVE Technologies- Tempe, AZ
5/2011-1/2012
. Work directly with customers to assess implementation requirements
and trouble shoot VoIP call issues including routing, jitter,
intermittent calling, call drops, and ensure proper escalation
during outages or periods of degraded system performance.
. Diagnose call flow and client applications via Broadworks Broadsoft
administrative web portal. Assist with set up for all features
including hunt groups, auto attendants, call centers, voice mail,
call forwarding and Soft phones with a successful track record of
working on multiple cases within the same time period and
resolving.
. Confirms interface configurations of CPE router/ switch
configurations Cisco, Polycom, Adtran, and other technologies such
as Hosted Voice, Analog Handoff, PRI handoff, SIP Trunking utilize
configurations based on end-user requirements.
. Perform incident management for Telephony related issues and
maintaining SLA on help desk ticketing CRM relating to VOIP
contracts.
Online Proctor Tech Support Technician- KRYTERION Tempe, AZ
11/2010-5/2011
. Actively resolved issues with online testing software application
Webaccessor with national and international student accounts.
Supporting test taker's under stress by quick response and
providing reassurance and structured problem resolution.
. Technically assisted in troubleshooting test module specialized in
control data path problems and incident resolution.
. Verified biometrics with response to alerts from clients over the
phone and web chat, and setup of webcam monitoring sessions on
Windows and MAC platforms. Prepared trouble tickets in
Salesforce.com CRM tracking system. Assertive and keen to
performing duties outside of scope of OLP technicians such as
testing new product design and releases.
Broadcast Satellite Tech Op IV - ECHOSTAR DISH Network
2006-2009
. Troubleshot automated systems and managed database for implementing
live event programming and VOD/PPV procedures.
. Restored service outages which would have resulted in high loss of
revenue equaling in thousands of dollars and customer
cancellations.
. Served as technical liaison between field engineer and local
providers, and recommended preventative/corrective actions for
nationwide transition phase from Analog to Digital.
. Coordinated Q&A testing for pre-launch of IPTV services and
received Echostar commencement medal for support of successful
project.
Digital Master Control Operator - HBO Latin America -2001-2005
. Executed appropriate emergency recovery procedures to preserve on-
air continuity
. Solely responsible for ensuring all paid interstitial spots was run
on time as scheduled to avoid contract breach and loss of revenue
for company.
. Maintained video server ingestion database for log verification and
backup recovery process while monitoring feeds in an international
language environment and various time zones.
. Escalated issues that were deemed critical to signal quality.
Successfully handled HBO Live Boxing events switching and
automation tools resulted in increased subscriber base.
NOC Broadcast Systems Coordinator-SKY TV Latin /DTH Techco-1998-
2001
. Strict monitoring to enforce regional blackouts for broadcast
licensing to avoid corporate lawsuit and costly FCC fines.
. Scheduled daily programming logs and tracked all pertinent content
aggregation updating EPG with a 96% success rate. Implemented
conditional access/VOD procedures by writing SQL queries, and
troubleshooting with UNIX. Securely setup and tear down of VPN
tunneling.
Education
TECH SKILLS IT Institute-Certification COMPTIA Net+, Current
CISCO CCNA Mesa, AZ
Broadsoft- BroadWorks Certified Applications and Platform
Administrator
VUDU Streaming Media CSR/Tech- Certification
Bachelor of Arts - Digital Video Production/Broadcast
Technology
American Intercontinental University, Atlanta, Georgia/
London, England
Associate of Arts -Film/Multi-media, Career Institute of
America, School Arts & Communications
Organizations-Streaming Media Professionals, LinkedIn
Professional Social Networking, CDN Group, Tech Support
Engineers Group, Cloud Computing Group, Digital TV Group,
Phoenix Cisco Professionals
Skills
All Microsoft Windows standards and platforms. In depth
understanding of OSI Model, MS Sharepoint, firewall, internet
technologies, SAN, basic LINUX,UNIX, Scripting using Powershell,
Bash, Perl, CLI, Network+ certified, Harris Automation, MPLS,
Video Servers, analog/digital receivers, encoders, decoders,
signal processors, experience with video technologies such as
formats, bit-rates, encoding, compression, streaming, and
multicasting, Cisco routers, multiplexers, modulators, satellite
broadcast signal flow, NOC Operations, VOIP, SIP, Trunking H.264
video codec, MCUs, BGP, IGRP, TCP/IP, ISDN, DSL, T1, digital
broadcasting RF, WAN/LAN hybrid solutions, VOD, IPTV, CDN,
TCP/IP, UDP, ICMP, PPTP, VPN, RTP, DNS, DHCP, Active Directory
2003/2010, MS Server Exchange, Salesforce.com CRM, VMware,
SonicWall, AS400, STB, Packet analysis/NOC monitoring tools,
Solarwinds, LPI, Cacti NetCool, Nimsoft, VLAN, STP
configuration, Blade server, HVAC units, DataCenter tech, batch
processing, Wireshark, Cisco Call Manager/Unity, project
management skill. Adapts to constant change, self-starter, a
passion for follow-through, superior troubleshooter, performing
best practices triage and constant learner.
Cdn, data center, storage,HVAC, nimsoft, monitoring toolsmpls,
atm, frame relay, FTTH access technologies,
kerboros,rfi,rfq,rfp,b2b,ethernet,intranet, token ring, mpls, vpn,
sniffers, event viewers, tcp/ip stack, video encoder, mcu, sip, rtp,
ipsec, ssl, icmp, ospf, cisco ios, ldap, vrrp,vtc, networking,
helpdesk, tech support, mpeg, atsc, dvb, avc, h.264, ntsc/pal - video
processing systems / digital, satellite broadcast, dvb, home gateways,
nat, upnp, wireless, dlna, mpeg-2 psi, dvb, atsc protocols and ip
video networking, codec, iptv, dsl, ipv4&v6, multicast, protocol
analyzer, docsis monitoring, multiplexers, rf, switches, routers, ip
layer 2/3 (switching/routing), vlan, multicast, transport stream,
digital multimedia broadcasting/dmb. distributed, help desk support
specialist, remote helpdesk, call center, it support technician,
trouble tickets, crm, voip, deployment, secure server applications,
firewall, telephony architecture, avaya voip solutions, webaccessor,
salesforce.com, vlan, http, https, ipsec, pap,chap, subnetting,
sdm,802.11a/b/g/n with wep, wpa, certificates, cloud computing, san,
virtualization, vmware, sw,ios/catos/nx-os,asic, binary, latency,
circuit knowledge, telepresence, ds3, ds1,t1, monitoring tools,
netcool, websense, netqos, netiq, vitalsuites, ehealth, carrier grade
telecom equipment, digital, voip systems, schematics, harmonic, grass
valley, ac3, he-aac, dolby digital plus, igmp, rtp, rtsp, active
directory, ccent,
MPLS, ATM, Frame Relay,
Kerboros,RFI,RFQ,RFP,B2B,ethernet,intranet, Token Ring, MPLS, VPN,
Sniffers, Event Viewers, TCP/IP stack, Video Encoder, MCU, SIP, RTP,
IPsec, SSL, ICMP, OSPF, CISCO IOS, LDAP, VRRP,VTC, Networking,
Helpdesk, Tech support, MPEG, ATSC, DVB, AVC, H.264, NTSC/PAL - Video
Processing Systems / Digital, satellite broadcast, DVB, Home gateways,
NAT, UPnP, wireless, DLNA, MPEG-2 PSI, DVB, PSIP/ATSC protocols and
IP video networking, codec, VOIP, IPTV, DSL, IPv4&v6, Multicast,
Protocol Analyzer, DOCSIS Monitoring, Multiplexers, RF, Switches,
Routers, IP layer 2/3 (switching/routing), VLAN, multicast, unicast,
transport stream, Digital Multimedia Broadcasting/DMB. Distributed,
Help Desk Support Specialist, remote helpdesk, call center, IT Support
Technician, trouble tickets, CRM, Codian, Polycom, AMX, Crestron,
VOIP, deployment, secure server applications, firewall, telephony
architecture, Avaya VoIP solutions, Webaccessor, salesforce.com, VLAN,
HTTP, HTTPS, IPsec, PAP,CHAP, subnetting, SDM,802.11a/b/g/n with WEP,
WPA, Certificates, Cloud computing, SAN, Virtualization, VMWare,
SW,IOS/CATOS/NX-OS,ASIC, binary, Latency, Circuit knowledge,
telepresence, DS3, DS1,T1, monitoring tools, Netcool, Websense,
NetQOS, NetIQ, Vitalsuites, Ehealth, Carrier Grade Telecom Equipment,
Digital, VOIP Systems, Schematics, Harmonic, Grass Valley, AC3, HE-
AAC, Dolby Digital Plus, IGMP, RTP, RTSP, Active Directory, CCENT
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