Bryon Philos Randle

abv5l7@r.postjobfree.com

480-***-****

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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