Technical Support Sales
Resume:
BRIAN NEESLEY
Broomfield, Colorado *****
ad5d4i@r.postjobfree.com
https://www.linkedin.com/in/brianneesley/
SUMMARY
A resourceful and highly knowledgeable operations technician specializing in the telecommunications industry, with a strong background in service activation, user support and troubleshooting, escalations oversight, technology implementation, and reporting/documentation. Excels at developing and strengthening client relationships to better promote retention and loyalty. Provides day-to-day functional and technical support to customers, including conducting testing and troubleshooting. Performs incident management on critical issues for customers to minimize impact on business operations, effectively ensuring the best possible levels of service quality and availability at all times.
Equipment Management
Customer Retention
Outage Management
Technical Sales
Client Training/Education
Security Management
TECHNICAL SKILLS
IDS, Solar Winds, Netcool, ArcSight, Sourcefire, Nagios, Palo Alto, Juniper
EXPERIENCE
WINDSTREAM, Broomfield, Colorado
Service Activation Tech II, 2022-2023
Instructed field techs to install equipment at customers’ businesses.
Activated devices to achieve connectivity.
Tested to ensure phones and credit card processors worked properly.
Worked with customers, vendors, and field personnel to turn up data networks and equipment, including SDWAN Fortigate, SDWAN VeloCloud, Cisco Meraki Firewalls, Cradlepoint Access Points, and bandwidth diversity boxes.
CENTURYLINK, Littleton, Colorado
SDWAN Operations Tech II, 2018-2020
Prioritized escalations based on severity and importance.
Handled incoming phone calls from customers on outages and additional requests.
Performed troubleshooting steps on contemporary technologies, including MPLS, TDM, Ethernet, TCP/IP, BGP, QoS, and IP. Interfaced with fiber vendors, telecom providers, and other entities on complex technical matters.
Utilized technical sales experience to upsell products and additional features to meet needs of customer.
Monitored, responded to, and resolved network alarms.
Ensured services conformed to customer-mandated SLAs for latency, packet loss, and throughput. Tested via standard protocols.
Provided training to customers on SDWAN Versa dashboard.
GB PROTECT, Englewood, Colorado
Security Operator II, 2017-2018
Investigated IP addresses to determine malicious alerts.
Handled incoming client phone calls and emails (categorized by level of urgency) and provided details to clients and teams necessary to perform requested services.
Reviewed customer dashboards and ArcSight HSE Channel to verify ArcSight Agents remained alive.
Performed device health monitoring, using ArcSight, Nagios, and Sourcefire.
Scanned and uploaded firewall change requests and performed blocks as needed.
Completed troubleshooting steps on device down messages, including Checkpoint and Palo Alto firewalls.
Verified data flow from sensor to defense center, ensuring traffic dropped before escalation to client.
Performed weekly system and patch maintenance on Checkpoint and Palo Alto firewalls.
Generated regular reports for executives and administrators.
ISTONISH, Englewood, Colorado
NOC Technician, Incident Management, Service Analyst, 2016-2017
Led incident management by providing remote device monitoring of network infrastructure and appropriate escalations.
Operated as single point of contact for multiple contracts with service providers.
Used N-central remote software to log into servers and network infrastructure to identify and resolve issues.
Worked with and utilized Autotask and ServiceNow to log, update, and escalate tickets to correct group.
EDUCATION
COLORADO STATE UNIVERSITY, Fort Collins, Colorado, B.A., Social Sciences
CERTIFICATION
ITIL Version 3 Certified
PROFESSIONAL DEVELOPMENT
Certified Ethical Hacker V8
Security+ Certification
Customer Success Management Fundamentals
Onboarding and Adoption for Best Practices Customer Success Managers
Customer Retention
Contact this candidate