Summary

Tireless NOC Engineer Lead with proven experience and expert performance providing maximum uptime for network operations and IT assets in a telecommunications environment. Dedicated to around-the-clock ownership of uninterrupted service availability. Specializing in various technologies in multiple networks. Ready to lead maintenance and expansion of NOC facilities at any scale. Effective leadership skills to grow and enhance technical teams.

Skills

Cisco, Calix

Adtran, GPON

Nokia, Metro-E

Fujitsu, Firewalls

Team Building

Hardware Installation and Maintenance

Technical Documentation and Reporting

Communication and Team Collaboration

Troubleshooting and Diagnosis

Attention to Detail

Verbal and Written Communication

Technology Best Practices

System Testing

Critical Thinking

Technical Support and Assistance

Good Work Ethic

Training & Development

Problem Resolution

Experience

11/2015 - Current

Lead NOC Engineer, Windstream, Little Rock, AR

Monitored incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.

Triaged incoming support tickets, prioritizing requests based on severity and potential operational disruptions using various ticketing systems.

Pinpointed best resolution to customer's software issues and delivered technical support to other staff members in network operations center.

Communicated clearly, articulately, and patiently with customers requiring support.

Engaged in advanced training and increased troubleshooting knowledge for resolution of highly complex customer issues.

Mastered and used multiple network monitoring tools and element management systems and detected and resolved service-impacting events with exceptional speed and accuracy.

Maintained up-to-date asset management records, recording new procurements, hardware assignments and asset recoveries.

Trained and educated internal engineers, systems administrators, network analysts and field technicians on the following: Cellular/Wireless/Broadband/Ethernet/Fiber/SONET/DSL/ATM/Frame Relay/Metro Edge/MPLS/DSLAM/NNI/PNNI/UNI/ and introduced self-help IT resources.

Provisioned, configured, maintained, and troubleshoot new and existing IT assets on Access, Core, and Edge computing such as Cisco, Juniper, Cienna, Calix, Nokia, Alcatel Lucent, Adtran, Fujitsu and confirmed new installations met established IT standards.

Provided status updates to keep upper management informed and to reach goals.

Provide remote technical assistance to field teams and ensure that field works are implemented without impacting the network health

Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.

01/2013 - 11/2015

Network Engineer II_ Augmentation, Contractor-CenturyLink, Monroe, LA

Configured routers, switches, firewalls and other hardware to deploy and manage LAN, WAN and wireless networks.

Maximized network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.

Implemented, tested, validated and maintained networking services according to solution designs.

Designed and implemented enterprise IP networking infrastructure according to clients' parameters.

Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.

Performed preventive maintenance of networking hardware and related software.

Eradicated multi-faceted network issues involving hardware, software, power and communications.

Produced system configurations and procedural documentation with Lucid Chart network diagrams.

Maintained smooth operations of software and hardware for 99.9% network uptime through remote access, LAN and WAN.

Configured network equipment for installations, performed lifecycle refreshes and performed post-installation testing for turnkey services.

Reviewed system logs to determine usage levels, bandwidth, performance and system security to target inefficiencies and implement appropriate solutions.

Collaborated with other teams to support new network installation and cross-functional solutions in alignment with business strategies.

Installed and maintained Vo IP and VTC devices, checking customer availability for various networks.

Responded to over 300 user support calls each week regarding network issues to correct problems, check functionality of resolutions and document support.

Engaged in on-call rotation to provide consistent service to tens of thousands customers.

Conducted scheduled maintenance during non-peak hours for uninterrupted service.

Performed and documented runbook network operations using step-by-step decision trees.

01/2010 - 12/2012

Network Analyst, CompuCom Consulting, Dallas, TX

Configured and installed routers, switches and wireless controllers.

Managed and documented network systems and operational procedures.

Diagnosed network problems involving combination of hardware, software, power and communications issues.

Responded to client requests for technical support by phone, email and inter-office chat service.

Worked with outside vendors and teams to develop voice and data wiring infrastructure.

Maintained hardware and software for networks and assisted in installation and upgrade of servers.

Acted as primary contact for computer hardware and software problems and network emergencies.

Assessed networks and systems to identify weaknesses and implemented fixes for risk mitigation.

Managed application patches, data backup, security changes and network configuration.

Performed tests on newly installed hardware and software to provide components that interface correctly with each other and network.

Analyzed network capacity to develop planning models.

Installed and maintained Vo IP and VTC devices, checking customer availability for various networks.

Education and Training

05/2000

Bachelor of Science, Communications Technologies

University of Nebraska At Omaha, Omaha, NE

Alicia Dobbs

469-***-**** • ad3so8@r.postjobfree.com • Dallas, TX 75218

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