Alan Benedict Mobile: 508-***-****

*** ******** ***** **** ac1b5g@r.postjobfree.com

South Dartmouth, MA 02748 www.linkedin.com/in/alangbenedict

Senior IT/Telecommunications Professional

SUMMARY

Creative, solution oriented IT professional with over 20 years proven track record troubleshooting data and VOIP networks working independently or as member of a team, supporting multiple vendor switches which include HP, 3Com, Cisco, Nortel and others. Able to handle sensitive, agitated customers 100% of the time to resolve issues in such a manner that they were completely satisfied and continued to buy additional products from the company.

KNOWLEDGE, SKILLS, AND ABILITIES:

Active in life cycle of products including time lines, allocations, end of life.

Project Leader and/or Supervisor for 10+ years

Supported extensive technologies and protocols such as TCP/IP, OSPF, RIP, BGP, Quality of Service (ToS/DiffServ), ISDN (PRI/BRI), DSL, Frame Relay, T1, VPNs, Firewalls and more

Conducted training classes on technical subjects utilizing traditional teaching methods and leadership skills using experiential learning methods

Comp TIA A+ certification

Designed and built PCs to allow remote monitoring and troubleshooting of customer networks with Windows OS utilizing Ethernet or modem communications

Communicate clearly and concisely complex concepts to technical and non-technical personnel utilizing written and oral presentation skills

Wrote document with 30+ pages which help explain considerations to implement 3Com VOIP systems on existing network with discussions on multicast traffic, DSCP and PIM

Configured Cisco, Juniper, HP, and other switches and routers included ACLs, VPN and prioritizing VOIP related traffic by defining QOS, DSCP and ToS values

Primary person to deal with difficult and upset customers with a 100% success rate to keep them as customers and complete satisfaction with their network equipment and applications

EXPERIENCE:

Network Engineer

The Panther Group (General Dynamics Mission Systems) (10/2015-04/2017)

Worked on US Army WINT INC 2 and 3 programs as a contractor

Configured, updated and implemented TACLANEs and inline encryptors into the WINT network.

Tested quality of service WINT devices for throughput and effectiveness of software fixes

Used IXIA applications and hardware to perform load and quality testing WINT network components

Tested servers used in critical military applications which resulted in decreasing boot up time from 12+ to under 8 minutes

Build multiple ESXi 5.5 and 6.0 servers then installed multiple virtual partitions, installed Window Server 2008 and 2012 on the partitions and installed and built CUCM server

Configured Cisco Call Manager with Jabber and hard phone end points to complete successful testing of communications for the US Army WINT program

Installed partitions for Windows Server 2008 and 2012 to installed and test various SNMP type applications

Setup ACLs, Access Lists, as well as QOS, DSCP and ToS configurations to set priorities on traffic flows

Setup and modified ACLs, Access Lists, for various Cisco routers and switches

Worked with Palo Alto and Cisco firewalls

Configured and tested Cisco, Brocade, HP and Juniper switches used in testing on WINT networks

Used Microsoft Office 365 and Office 2013 applications such as Power Point, Word and Excel to create reports, document actions taken as a time line, and provide case summaries

Taught technicians how to use IXIA network testing applications

Obtained Secret Clearance in 2015

NOC Analyst - Tier 2

Mountain Led. (Fairpoint Communications) (12/2014 – 03/2015)

Worked trouble tickets in Remedy

Tested T1's using REACT

Reviewed Metasolv M6 DLR/CLR to determine test points

Made changes to M6 Designs via the Assign Actions

Test DSL circuits and verify parameters in Siebel

Test the DSLAM for DSL circuits to verify Synch and Route

Dispatch tickets out via Remedy to Field Operations

Answered incoming calls to assist with troubles in the field

Monitor T1’s and T3 circuits for errors or slips

Software used: Cisco ANA, Adtran EMS, Alcatel-Lucent AMS5526, Fujitsu-Net Smart 1500. AWS-DataView, Catena View, Siebel, React, Naviscore OCD and FP Backup

Senior TAC Engineering Technician (01/2011- 02/2013)

MRV Communications, Inc.

Worked issues received by email, Sales Force or phone from internal or external customers

Supported protocols and technologies to include switches, routers, ERP, OSPF, IS-IS, BGP, RIP, SNMP, HTTP, TCP/IP, Ethernet up to 10 Gig, single and multimode fiber, analogue and ISDN lines and modems

Replicated customer issues in simulated environment with testing equipment such as IXIA, Spirent and Wireshark to determine root cause of issue(s)

Hands on experience with HP, Juniper and Cisco switches and routers including 3000, 3200, 3500, 3750

Setup ACLs, Access Lists, as well as QOS, DSCP and ToS configurations to set priorities on traffic flows for regular communications as well as VOIP, Voice over IP, teleconferencing and similar applications

Setup up configurations for VPN to pass traffic for VOIP and prioritize other traffic also using QOS

Supervised customers to install software and implement modifications of network devices on networks ranging in size from small business to large enterprise with thousands of nodes worldwide using email and direct communications by phone or Skype or similar application

Worked with Linux operating systems on MRV switches

Built multiple Hypervisor VMWare Virtual Servers

Configured virtual servers for Linux and various Windows OS such as XP, Windows 7 and Windows 8 to install MRV applications for testing as well as customer configurations to replicate customer issues and find solutions in a timely manner

Worked with engineering department to troubleshoot and provide solutions for customer issues

Worked with Radio, Dish link communications links and equipment for MRV switches and routers

Used SNMP based management software to troubleshoot and monitor customer networks Used Microsoft Office 2003 applications such as Work, Power Point and Excel to create reports, document actions and provide case summaries

Trained technicians to configure and troubleshoot terminal servers

Supported Radius authentication on multiple devices

Administrative Engineer 4 (12/2009-01/2011)

Perot Government Services/Dell Federal Government Services (US Government Contractor)

Worked with SUBMEPP, Department of Defense agency, to create, modify and update Preventative Maintenance System procedures for US Navy nuclear submarines

Research data bases on internet and government sites to ensure accurate, detailed procedures to complete PMS requirements for new or existing equipment

Worked as a member of a team of 5-6 people to accomplish tasks as required.

Coordinated efforts as a team to effectively and efficiently achieve goals.

Obtained secret clearance in 2010

Senior Network Escalation Engineer/Curriculum Developer/Instructor (06/1996-01/2009)

3COM CORPORATION (Global enterprise networking solutions provider (www.3com.com)

Senior Network Engineer / Curriculum Developer / Instructor

Delivered training classes for data, SIP, VOIP and UC, Telephony applications and equipment

Provide feedback on courses to enhance and improve content and flow

Developed SIP Firewall course with lesson plans, student guides and exercises

Successfully deliver courses at remote locations, such as Toronto, Costa Rica and Australia.

Created and modified courses using MS Power Point, Excel and Word

Dealt with customer networks ranging in size from small business to enterprise wide with thousands of nodes world wide

Used various SNMP products such as Spectrum, SPEL, Transcend and HP Node Manager to monitor, troubleshoot and test customer networks

Used Microsoft Office 365 and Office 2013 applications such as Power Point, Word and Excel to create reports, document actions taken, provide case summaries and produce training documentation

Senior Network Escalation Engineer

Supported Protocols and technologies including SIP, VOIP, TCP/IP, RIP, OSPF, T1, PRI, BRI, SNMP, DNS, HTTP, Wireless and fiber and copper Ethernet up to 1 Gigabit

Assigned to work with sensitive or confrontational customers to effectively and efficiently resolve issues and keep customers satisfied and happy

Supervised and/or participated in cross sectional teams to troubleshoot and resolve complex customer issues and provide solutions on networks in sizes from small business to enterprise

Provided configuration assistance on Cisco switches and routers to interface with 3Com switches and routers

Troubleshoot proprietary NBX as well as SIP, VOIP and Unified Communications applications and hardware for Telephony and Telephone systems

Provided configuration and troubleshooting support for WAN technologies such as T1, E1, analogue lines for phones and modems, and ISDN PRI and BRI lines

Setup ACLs, Access Lists, as well as QOS, DSCP and ToS configurations to set priorities on traffic flows

Configured Firewalls and VPNs to allow VOIP traffic and QOS definitions for traffic flows

Performed remote monitoring of customer network to troubleshoot and analyze network performance

Trained Tier 1,2 and 3 personnel on various topics such as QOS, DSCP, TOS, VLANs, tagging, prioritization of traffic of on switches and routers

Used MS Excel, Word and Power Point to internal reports, training plans, and reports to customers

Communicated with customers via phone, email and face to face presentations

Supported Cisco routers including 2500, 4500. 7600. 7500 and HP Procurve switches

Worked with integrating Cisco Call Manager to communicate through 3Com devices

Senior Support Technician/Group Supervisor (1992-1996)

CABLETRON SYSTEMS Inc.

Managed a team of 12 to 15 people in support of ATM, switching, routing, LAN, WAN and bridging

Coordinated with product support for escalated issues with direct contact or through escalation database

Assist Network Support Technician (Technician B/C) when needed to help resolve customer issues as required by call volume, sensitive nature or complexity of issues

Conducted training classes for technical support technicians on topics which included TCP/IP, IPX (Novel) and Apple-talk with routing protocols such as RIP and OSPF.

Participated in applicant interview process and discussions

Prepared work schedules for vacations, workload, etc.. and personnel reviews for members of team

Supported Cabletron routers with proprietary and Cisco IOS operating systems

Supported Cisco (2500, 2900, 4000, 4500), Bay Networks and Cabletron switches and routers

Used Microsoft Office 2003 applications such as Work, Power Point and Excel to create reports, document actions and provide case summaries

Network Support Specialist (Technician B)

Supported Protocols and technologies including modems, network interface cards, analogue, TCP/IP, T1, PRI, BRI, SNMP, HTTP, and fiber and copper Ethernet up to 1 Gigabit.

Provide timely solutions including redesign network portions to improve performance and resolve issues.

Successfully assisted customers with configurations and troubleshooting network issues involving WAN and LAN network Protocols which included Cisco IOS, NICs, ATM and Ethernet

Used diagnostic tools such as LAN analyzers and packet captures applications

Identify advance configuration issues and offer solutions or workarounds to the customer

Provided after hours support as needed to assist customers and field engineers

Conducted training classes and sessions on routing of IP, IPX and Appletalk/Ethertalk

Electrical Assembler (1987-1992)

Post Machinery

Assisted in building card board box folding machines from start to finish

Setup process to order long lead time items such as large electric motors, line encoders and motor controllers for just in time delivery

Assisted in installing and testing electrical and electromechanical controls on various machines.

Assisted with maintenance on various CNC machines.

US Navy (1974-1986)

Served as member of Electrical Division as participant and as supervisor

Performed maintenance on electrical control systems and associated equipment

Serviced Electromechanical controls and systems on board nuclear submarines

Assisted with maintenance and testing on pneumatic and hydraulic controls and systems

Conducted training classes for 3 years on Leadership and Management skills and abilities using experiential training methods

Honorable Discharge from US Navy as Electrician’s Mate Chief Petty Officer (E7)

Supervised Electrical Division of 12 - 14 people on Nuclear Power Submarine

Letter of Commendation for unique and innovative ideas saving significant man hours by improving processes

Trained as a Xerox repairman for various models including 600 and 3000 series

EDUCATION

Bachelor of Science, Franklin Pierce College, Rindge, NH

2 years - Electrical Engineering, University of New Hampshire, Durham, NH

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