CONTACT 508-***-****

ConnectWise Manage Ticketing System

Broadband, DSL, Fiber, DIA/Ethernet, Wireless WAN

• Responsible for troubleshooting LAN and WAN connections of Broadband Cable, Fiber, DSL, T1/DS1, PRI, Ethernet, and Wireless WAN(Cradlepoint, Digi, Hotspot, Cellular) circuits for Granite customers.

• Work with industry standard partners (Fortinet, Cisco, Cradlepoint, etc.) on the support and implementation of nationwide networks

• Manage various device solutions such as Cisco Meraki, FlexEdge, Cradlepoint using various portals and tools such as Solarwinds, NetCloud Manager, SSH, and more

• Responsible for creating and overseeing the scope of work for technicians to troubleshoot and make any configuration changes needed to repair WAN and LAN network issues

• Manage personal ticket queue to insure timely resolution of ongoing tasks Via ConnectWise Manage while meeting SLAs

• Work with higher management and collaborate with teammates to resolve escalated and complex issues

• Responsible for training and mentoring new employees in the role

• Responsible for troubleshooting LAN and WAN connections of broadband, DSL, and mobility circuits for Granite customers.

• Work with higher management to resolve escalated and complex issues in a timely manner.

• Configure modems and oversee scope of work for technicians to troubleshoot broadband, DSL, and mobility connections including but not limited to testing demarcation points and user devices

• Part of the Granite Mobility Repair Team responsible for monitoring, troubleshooting, and configuring LAN and WAN connections with Cradlepoint, Digi, Hotspot, and other Wireless WAN Solutions

• Part of the Granite EPIK pots replacement repair team troubleshooting elevator, alarm, voice, and fax lines

Granite Telecommunications Oct 2022- Present

NETWORK OPERATIONS TECHNICIAN I

Granite Telecommunications Sept 2021 - Oct 2022

DATA REPAIR ANALYST I

Massasoit Community College - Brockton, MA

ASSOCIATE OF ARTS: COMPUTER SCIENCE

I am an experienced Network Technician manager seeking a full-time position, where I can apply my knowledge and skills for continuous improvement. JAKE HANLEY