CISSP

THOMAS M. PYRON

Spartanburg, South Carolina 479-***-****

*******@*****.*** LinkedIn Profile

SUMMARY

A forward-thinking, results-driven, and adaptable systems and communications infrastructure manager with in-depth experience in process improvement, network performance analysis, project management, implementations, testing and troubleshooting, quality assurance, risk analysis, and compliance and regulations. Integrates technical and business needs to foster optimal performance and productivity. Delivers strategic solutions that resolve complex issues and ensure organizational excellence. A versatile leader who enables a company to maximize efficiencies and cultivate collaborative and dedicated teams that achieve greater goals. EXPERIENCE

International Computer Systems, Inc, Annapolis, MD Customer Success Manager, August 2023 – January 2024

• Advised small business clients on security posture advancement strategies, IT budgeting, and leadership across multiple industries including defense, industrial, financial, professional services, and medical organizations.

• Consulted client leadership on policy and framework, voice solution project management, and general technology product decisions.

WINDSTREAM COMMUNICATIONS, LLC., Annapolis, MD

Manager-Network Operations-VoIP NOC, December 2021 – May 2023

• Directed a team of advanced voice network analysts in execution of disaster recovery efforts for production VoIP infrastructure ensuring service availability for enterprise, wholesale, kinetic, and corporate service footprints encompassing ILEC/CLEC customers and carriers nationwide.

• Facilitated network service quality improvement through collaborative relationships with strategic product stakeholders, internal NOC verticals, planning and engineering groups, external carriers, various platform vendors through process improvement, escalation management, and statistical and event reporting.

• Managed critical customer escalations from front line repair and application engineering groups for both enterprise/consumer customers, network partners and drove solutions according to established SLA’s driving churn reduction through excellent customer service skills.

• Collaborated with peer business unit leadership to continuously look for and drive team performance improvements, tools development, NOC performance reporting, spare hardware inventory upkeep, and vendor management.

• Enabled individual contributors’ growth and development through professional mentorship, skill advancement, and project guidance.

WINDSTREAM COMMUNICATIONS, LLC., Little Rock, AR

Network Analyst-Network Operations-VoIP NOC, July 2012 – December 2021

• Maintained operational support for core side VoIP softswitch platforms including hybrid gateways and Session Border Controllers (SBCs) through call flow analysis, SIP application performance analytics and proactive alerting via Netscout probe deployment, device health and alarm monitoring, and network focused triage.

• Led call analysis and break/fix efforts for large scale outage scenarios ranging from isolated market issues to geographically disparate market call failures or degraded service experiences.

• Performed call quality analysis and aided in implementing security countermeasures for toll fraud prevention and mitigation.

• Developed, reviewed, and executed project related moves, adds, and changes for primary VoIP platforms in formal change control environment. ADDITIONAL EXPERIENCE

TEKSYSTEMS, INC., Bentonville, Arkansas, Cisco VoIP Helpdesk Team Lead-Cisco Systems/Wal-Mart, 2006-2012. Led team of 11 VoIP technicians in support of Cisco Advanced Services Enterprise Operations account for Wal-Mart Stores, Inc., supporting expanding decentralized hybrid VoIP/TDM solution of 2.3K remote sites. Served as L2/3 support for all VoIP system related issues for Wal-Mart retail stores and remote offices employing Cisco Unified Communications Call Manager Express (CME) solution and provided contact liaison between the helpdesk and both Cisco and Wal-Mart engineering and project management teams. Developed and streamlined all helpdesk policies, procedures, SLA’s, and helped define customer expectations. SELF-EMPLOYED, Rogers, Arkansas, Consultant, 2001-2004. Assisted with implementing and optimizing wide range of technology solutions ranging from desktop/peripheral help to of setup of remote locations over WAN connections. Worked with clients ranging from small businesses to large enterprise food giants.

CHARLES SCHWAB & CO., INC., San Francisco, California, Senior Network Engineer, 2000-2001. Aided with network design reviews for major implementation projects. Coordinated implementation scheduling for network equipment changes, installations, and maintenance requests. Supervised all network engineering changes that fell under implementation group’s scope of responsibility. Assisted as engineering lead for all device changes, installations, and buildouts prior to operational acceptance.

LUCENT TECHNOLOGIES, NETWORKCARE PROFESSIONAL SERVICES (formerly International Network Services (INS), San Francisco, California, Network Systems Engineer (Consulting Engineer), 1999- 2000. Led projects ranging from UNIX Y2K assessments to Frame Relay circuit upgrades, and carrier class Sonet/SDH optical network equipment deployment, NOC procedural streamlining and staff augmentation, core LAN switch migrations and support, and advisory to change management. SPRINT PARANET, INC., Dallas, Texas, Technical Analyst-Raytheon/Texas Instruments, 1998-1999. Monitored all network device health status via HP OpenView for local and remote sites throughout Texas. Provided level two network solutions for local and remote sites effectively supporting close to 10K users worldwide. Built network documentation knowledge base for all LAN/WAN equipment including troubleshooting and procedural documentation for Raytheon NOC. MILITARY EXPERIENCE

USMC RESERVES, India Co 3/23 4th MARDIV - North Little Rock, AR, Rifleman, Corporal, 1994-1998 EDUCATION

UNIVERSITY OF CENTRAL ARKANSAS, Conway, Arkansas - Computer Science CERTIFICATIONS

ISC2 Certified Information Systems Security Professional (CISSP) – since April, 2024 Microsoft Azure Fundamentals (AZ-900) – since July 2023 Cisco Certified Network Associate (CCNA) – expired 2002

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