Douglas R. S. Grey

*** ***** **** ******

Woonsocket RI 02895

978-***-**** Cell

ac2g14@r.postjobfree.com

Professional Experience

EMC Corporation May 2013 – Present Technical Support Engineer III

Provide Tier 2 level technical support directly to EMC customers. Respond to problem tickets and live customer support calls for issue resolution. Work directly with customers, and connect directly to customer production systems to troubleshoot and resolve their issues. Provide direct remote support and provide problem escalation and solution recommendations to EMC field personnel with upgrade, migration, problem resolution and associated field issues.

Provide support for hardware failures and perform file forensics for compromised data as a result of system issues. Ensure the integrity of customer data through researching the location and identities of data fragments, and recompiling data as stored in the Centera CAS environment.

Support the Linux operating system as the base platform OS of the Centera. Use troubleshooting tools within the Centera, and EMC documented technical and analytical practices in the successful diagnosis and resolution of complex customer support issues.

Provide timely and clear updates to the customer of the status of ongoing Support Request efforts. Maintain accurate notes of all actions taken and pending activities in EMC Service Center Service Request application. Escalate customer cases to next escalation level as technical issues, or customer request dictates.

Community WISP/Streamline Networks November 2012 – May 2013 Network Engineer

Work directly with the company's vendors; carriers, Class5 Switch operators (PSTN), application server vendors for the Hosted VoIP Platform components; gateways, voicemail servers, media servers, border gateway controllers; open vendor trouble tickets.

Troubleshoot, evaluate and resolve WAN performance and capacities; identify problem areas, bottlenecks and network problems; use various network tools to provide resolution for system issues; maintain, monitor and perform WAN configuration backups; prepare WAN system documentation.

Administer the WAN, hardware, circuits and applications; Such as Cisco Routers and Switches, Broadview Silhouette Softswitch/CommonVoices Voicemail running on Sun Solaris and Unix Servers, Solarwinds Configuration and monitoring applications.

Sonus Networks July 2011 – August 2012 Senior Technical Support Engineer Westford MA

Provide Tier 3 level technical support directly to Sonus customers in carrier class deployments of Sonus GSX IP – VOIP telecommunications switch, Sonus PSX route lookup server, DSI CDR Database server, SGX SS7 interface server, and 5200 Session Border Controller.

Remotely connect to customer systems to trouble shoot and configure customer issues. Analyze SIP call flows to debug call failures and performance issues. Review WireShark packet captures to debug network issues external to Sonus. Review multiple system logs from all systems to isolate root cause of problems and provide a solution.

Provide support for Solaris and Linux operating systems, open cases with Oracle for system hardware issues, and manage caseload of customer tickets utilizing SalesForce. Escalate issues to engineering or product support, and open code fix requests in Clearquest.

Motorola March 2008 – July 2011 Level 2 Customer support Engineer Lowell MA

Provide Tier 2 and Tier 3 support directly to Motorola customers in carrier class deployments of AXS2200 Optical Line Terminal providing voice (POTS/VOIP/SIP), data (Ethernet/internet), and video overlay and IP video services.

Provide Level 2 Customer Support for AXSVision Element Management System including Sun Glassfish based SIP Server running on Sparc and Intel based Sun Servers.

Load latest Solaris operating system, create UFS or ZFS file systems, install Oracle database software, LDAP and Motorola AXSVision EMS software on various model Sun servers for customer deployments.

Manage trouble and customer request tickets utilizing case management application, open and track Engineering Change Requests utilizing Rational Clearquest application. Provide onsite support for customer upgrade activity, and participate in on call rotation.

Mitel Corporation, July 2006 – March 2008 Field Engineer Boston/Marlborough MA

Support and maintenance of 31 node voice mail system spanning North America Far East and UK. Systems consist of Mitel NuPoint Linux based messaging servers, Legacy QNX based Centigram/Mitel voice mail and Mitel 3300 ICP IP PBX gateways.

Build and install Linux Based voice mail servers, and support integration of Mitel Voice mail with Avaya S8700 PBX and Smart Voice messaging systems.

Perform system upgrades including off hours change activity, installation of new hardware and provide on call coverage create large distribution voice mails to users nationwide, provide on call coverage.

Fidelity Investments, March 2001 July 2006 Sr Technician, Implementation Services Marlborough MA

Coordinated the Emergency Business Contingency (EBC) Disaster Recovery effort for Marlborough and Merrimack region. Managed imaging process utilizing Ghost and Alteris; performed S8700 switch changes, user network logins, and re-imaging back to production configurations.

Acted as the telecom project manager and lead technician for projects such as large moves and telecom infrastructure changes, building power downs, installation of Nortel Airespace Wireless LAN systems.

Managed projects and performed technical work for branch offices including circuit orders, setup of subnets, installation of Cisco 2900 switches and Frame Relay routers, equipment ordering, installation, and vendor management.

Technician, Distributed Computing November 2002 September 2004, Merrimack NH

Performed network upgrades with Cisco Catalyst 6500 MSFC switches in base building and Data Center LAN applications. Upgrades included migration to new DHCP VLANs and auto/auto 100/Full duplex LAN connection configurations.

Supported imaging/installs/user migrations, and antivirus patching. Installed server network connections to switch ports, DNS entries/virtual IPs/aliases and support port turn up change tickets.

Supported data center network changes and trouble ticket activity. Installed copper and fiber cabling and related infrastructure submitted power and space requests, installed servers in racks, worked with inside and outside plant cable vendors.

System configuration/administration for moves adds and changes (MACs). Configured and managed Avaya S8700 switch, Centigram voice mail system, Aspect ACD Switch.

Installed server network connections involving DNS changes, Cisco switch administration and cabling installation.

Responded to problem tickets, provided troubleshooting and customer support on all voice and data system issues. Managed Audio Visual (AV) room and provided video conferencing support.

RCN, 1999 2001 Outside Plant Planner, Network Development Group 1999-2001, Westwood MA

Coordinated outside/inside plant construction and activation of multi dwelling units, commercial and university campuses in an HFC network. Project responsibilities included cable placement, fiber design, splice assignments, laser design, telephony and video node activation.

Planned fiber optic network construction including aerial cable route design, underground conduit system builds, pull plans for fiber optic cable, issuing work to contractors and monitoring progress.

Reviewed OTDR tests, fiber assignments and RF sweeps and issued completed turnover packages to sales, and total passings per quarter to upper management.

Education

Master of Science Information Technology Clark University 2016

Bachelor of Science in Environmental Geology, Minor in Chemistry Salem State College, 1996

Other Training

OSHA 40 Hour Certification

EMC Content Addressed Storage Specialist Certification

EMC Proven Professional Certification

CCNA – Cisco Certified Network Associate

Programming in Java

Introduction to Visual Basic Programming

Interconnecting Cisco Network Devices (ICND)

Mitel NuPoint Messenger 10.0 Installation + Maintenance

Mitel 3300 ICP PBX 7.1 Installation + Maintenance

Nortel Airespace Installation, Administration & Maintenance

Introduction to programming in ANSI C.

Altiris Deployment Solutions- version 6.0.

PMP Project Management Basics.

Motorola BSR210: BSR 64000 I-CMTS Operations 1

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