Technical Support Engineer

PIERRE PARNEL FREMONT

***** ******** ** ************, ** 19116

CELL 267-***-**** **********@*****.***

Summary:

Networking skills combined with Telecommunications technologies & WAN technologies such as frame-relay, PPP, leased lines, DS1/DS3, OC3. Knowledgeable of the following routing protocols RIP, EIGRP, OSPF, HSRP and BGP. Knowledgeable of Layer2 technologies including VLANs, VLAN Trunking Protocol (VTP), Spanning Tree Protocol (STP), Etherchannel; Knowledgeable of DMS 250 and soft switch such as Meta switch; knowledgeable of Alcatel 1631/33/77 DACS, Tellabs 532L, 5500 and Turin DACS as well.

CARRER OBJECTIVE: Network Engineer, NOC Engineer, Telecom Engineer, etc...

CCNA Routing and Switching: CSCO12404745

Cisco Training at Global Knowledge: Configuring BGP on Cisco Routers

Implement the correct BGP configuration to allow your network to act as an ISP. Configure BGP with multiple BGP connections to other autonomous systems. Configure a provider network to behave as a transit autonomous system (AS). Configure, monitor, and troubleshoot basic BGP to enable inter-domain routing in a network scenario with multiple domains. Use BGP policy controls to influence the route selection process with minimal impact on BGP route processing in a network scenario where you must support connections to multiple ISPs. Configure BGP to connect the customer network to the Internet when multiple connections must be implemented. Enable route reflection and confederations as possible solutions to BGP scaling issues and optimize the scalability of the BGP routing protocol in a typical network.

CCNA Security Training: Cisco Networking Academy

Extensively covered the following topics: Network Security Concepts and Policies, Security Strategy and Cisco Borderless Network, Network Foundation Protection and Cisco Configuration Professional, Securing the management plane on cisco IOS devices and AAA, securing the data plane on cisco catalyst switches and securing the data plane in IPv6 environment. Knowledgeable of planning a threat control strategy, access control list for threat mitigation, firewall fundamentals and network address translation and cisco firewalling Solution. Understanding of fundamentals to cryptography and VPN Technologies, IPsec fundamental, site-to-site IPsec VPNs with Cisco IOS Routers and SSL VPNs with Cisco ASA.

WORK EXPERIENCE:

Internap Inc., Atlanta, GA, NOC Engineer-IP 09/08/2015 - Present

Being responsible for the monitoring and management of Internap backbone and customer networks to ensure alarm receipt and processing procedures are followed. Perform escalated network repair, execute tactical projects, and own overall network troubleshooting once alerted by the NOC of such events. Generating and processing tickets for technical support and service. Identifying alarms, raising requests and performing diagnostics of the problem and dispatch as required to the appropriate partner carriers or field service technicians. Performs responsibilities in a high pressure; short timeline environment, which includes managing and responding to the Internap customers and the company’s IP network. Respond to customer outages and requests in a prompt and professional manner. Provide direct customer support and interaction, which requires outstanding customer service and communication skills, as well as the ability to apply technical and troubleshooting skills towards the resolution of customer tickets. Work with vendors to support IP services such as remote connectivity circuits and Ethernet based IP services, including interactive troubleshooting and analysis with CLEC’s and other vendors. Troubleshoot and resolve customer DNS issues, as well as modify customer DNS records upon request.

HS Network Technologies Inc. Newtown Square, PA, Network Engineer (Consultant) 07/12/2014 – 01/23/2015

Troubleshooting Office Networks (LAN):

Identified the exact issues by having the end user explaining how normal operation appears, and then demonstrated the perceived problem; recreated the problem if possible; localized and isolated the root causes of the issues. Investigated the root causes of the network problems such as switches, VLANs, VLAN Trunking Protocol, misconfiguration issues; routing protocol issues such as OSPF and BGP, troubleshot and configured devices such Cisco switches and routers. Also checked for excessive utilization, too many errors, incorrectly assigned VLAN membership, traffic priority issues, damage network devices, incorrect device configurations, and insufficient network bandwidth.

Troubleshooting Wide Area Networks (WAN):

Worked with service providers such as VZ, AT&T, Level 3, and Tech System to isolate issues and restore service. Investigated MPLS connectivity issues, routing protocol issues such as OSPF and GBP; internet connectivity issues and VPN connections issue as well. Used IT Direct for trouble ticket creation and revision; planned maintenance processing and contact local ISP to follow up on issues. Maximized network performance by monitoring performance; troubleshot network problems and outages, scheduled upgrades and collaborated with network architects on network optimization.

Monitoring/Alerting:

Monitored maintenance of the network infrastructure and its functionality; proactive ticket handling; transferred of maintenance into change management and used Spectrum Oneclick Maintenance Report to check and compare the logs to isolate the root causes of issues especially when there were flapping issues taken place. Used GNS Notification/Incident Mail Maintenance Report to track network outages, investigated the root causes of the network outages and performed KPI WAN Outage Report. Documented issues and solutions as well for future reference to help troubleshooting the same or similar problems.

Hotwire Communications, Philadelphia, PA; Tier II Technical Analyst 05/03/2012- 06/30/2014

Configure, install and maintain network infrastructure components such as Cisco routers, switches, Alcatel Switches, LAN, and WAN. Responsible for several day-to-day tasks and ensuring Hotwire Communications’ customers experience prompt, courteous technical resolutions; including fielding inbound calls and resolving technical issues concerning voice, data and video. Troubleshoot network hardware, software, and network performance. Perform configuration on BPON and GPON Optical Network Terminal (ONTs) such as Alcatel, Motorola, Tellabs to seamlessly deliver quality voice, voice-over-IP, high-speed Internet access and video via a single fiber optic connection to the home. Also configure ONTs to support interactive services by integrating upstream signals from Motorola and Alcatel’s widely deployed family of digital RF and combination RF/IP set top terminals. Configure, verify, and troubleshoot Voice VLANs, Data VLANs and Video VLANs in the Cisco switches and IDF switches. Research and determine source of problems such as hardware, software, user access; troubleshoot and resolve customer focused technical issues in a timely manner. Track case tickets within a Customer Relations Management System to Document resolutions for future reference both internally and externally. Configure data and voice services on modems; knowledgeable of CMTS, Adtran and Adit.

Broadview Networks, King of Prussia, PA; Tier II Technical Support Engineer 06/20/2007-03/23/2012

Established networking environment by designing system configuration; directed system installation; defined, and enforced system standards. Monitored system performance and implemented performance tuning as well. Maximized network performance; troubleshot network problems and outages; scheduled upgrades and collaborated with network architects on network optimization. Performed analysis of customers LAN/WAN to determine network performance problems and provided solutions as well. Configured and verified Voice VLANs, High Availability for voice and Power over Ethernet. Staged CPE Cisco router configurations for installation by Field Technicians or vendors and also directed Field Technicians or vendors at customer premises for installation of all data and voice services. Provisioned customer specific configurations on Edge Routers for new internet, and managed services. Administered, and took appropriate actions on IP requests per IP allocation policies. Installed new hardware, systems, and software for networks; configured, maintained network services, equipment and devices. Provided technical support for office technicians, installers, agents, vendors, engineers and carriers upon requested. Managed all system back-up and restore protocol. Interfaced with Project Management, engineering, and vendors as required to ensure timely new product /project schedules are met. Identified communications issues by responding to user problems and outages; conducted tests and diagnostic; analyzed results and impact; isolated issues. Review maintenance and performance reports from network elements and look for ways to improve performance, reliability and/or cost effectiveness. Monitored and maintained the network, servers and any telecommunications equipment in the company.

ATX Telecommunications, Philadelphia,PA; Telecommunications CO Tech II, 07/19/2005-01/31/2007

Maintained the daily operation of Central Office Switch, Voice Mail platform, Facilities equipment and power plant. Communicated with internal departments and resources to obtain information regarding equipment specifications. Took appropriate action to clear all alarms based on pre-defined procedures. Provisioned and maintained network elements optical circuits, DS3, E1’s, T1’s and DS0’s. Knowledge of Lucent OC-3, OC-12, OC-48 and as well as SONET Lightwave equipment, Lucent 3/1 DAC’S and 1/0 DAC’S. Proactively planned for, developed, implemented and coordinated all collocation activities and acted as local Tier II technical support on all transmission issues network on CPE. Worked with technicians to test, accept and turn up equipment installed by vendors/contractors and also worked with customers and vendors as well on a frequent and direct basis to resolve any repair/maintenance or provisioning problems. Monitored software and hardware releases and updated network as required; worked in special projects and assisted in training classes. Coordinated with vendors, agents and internal departments to set project deadlines. Provided insight into the technical application of remote telemetry and monitoring by the SMC Center for all ATX Network Systems. Participated and coordinates the installation of circuits for multiple locations through an established process. Followed up with orders and tracked all circuits requested for voice and data installations. Dealt with work orders, LSR FOC date management, acceptance coordination, scheduling with customer, vendor and field service personnel, CFA issues, internal/external DMARC identification and troubleshot CSU/DSU and handled all technical interconnection functions with LECS, ILECS. Analyzed circuits route Xing path through Xpercom.

MCI Worldcom, New York, New York; Telecommunications CO Tech II, 06/2000-04/2004

Established communications systems by installing, operating, and maintaining voice and data Telecommunications network circuits and equipment. Planning network installations by studying customer orders, plans, manuals and technical specifications; ordering and gathering equipment supplies, materials, and tools, assessing installation site; preparing an installation diagram. Built trunks on Nortel DMS 250 switch equipments for new installations. Installed circuits to the switch and removed them as well when it is necessary. Troubleshoot circuits before installed them and tested them to the switch when installation is done to assure that work is properly done. Performed the billing and the image dump in the switch to keep tracks of my work and also performed backup for the WBDACS, BBDACS and NBDACS, 3/1 DACS. Made ds3 cables, tested them to assure that they worked properly and ran them as well for new ds3 installations. Wired T1 circuits at the DSX from the DACS to external line facilities. Tested and analyzed faulty conditions on T1, T3 and E1 Circuits (AIS/Yellow and red alarms) using T-BERD 210, T-Berd 220, T-Berd 224, T-Berd 2310, T-Berd 2310, T-Berd 2209 and 2210 and Fire-Berd 6000. Wired T1 and E1 circuits to the switch via the DTC/DTCI block. Worked on the Alcatel DACS and Tellabs DACS such as wideband DACS, and narrowband DACS and broadband DACS to configure, install and troubleshoot circuits and knowledgeable in Ditech Echo canceller. Established voice and data networks by running, pulling, terminating, and splicing Cables for new installation. Knowledgeable of Nortel OC-48 and OC- 192 transport nodes. Maintained telecommunications environment by gathering, analyzing, and reporting performance data, conducting tests and making adjustments. Monitored system performance by checking quality control and stability across the system architecture; verifying system performance with users. Maintained telecommunications system by providing support; performing back-ups.

EDUCATION:

Attending: Community College of Philadelphia

Major: Business, 2012

Attended: Polytechnic University, Brooklyn, N.Y

Major: Computer Science & Minor in Mathematics

New York City Technical College Brooklyn, N.Y.

Associate Degree Received in 1998: Computer Science

MAJOR COURSES TAKEN:

Object Oriented Programming General Chemistry I & Lab I

Data Structure & Algorithm Physics I & II & Lab I, II

Advanced Algorithm Advanced Engineering Mathematics

Intro. Prog. Methodology Diff. Equation. & Num. Methods

Circuit and Digital Design Applied Mathematics I & II

Approved Management Calculus I, II & III

Linear Algebra Discreet Mathematics

Critical Skill SET:

Problem Solving, Analyzing, Knowledgeable of LAN/WAN connectivity, PPP, Networking Knowledge, Network Troubleshooting, Network Hardware Configuration, Network Performance Tuning, VTP, VLAN, Network Security, ACL

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