Team Leader Network Operations

KYLE NETTLES 214-***-**** ***********@*******.*** McKinney, TX 75071

Accomplished engineer with over 27 years of broad expertise collaborating with cross-functional internal and external clients to drive innovative solutions for seamless network operations. Results-oriented team leader and adaptable team player with proven success monitoring diverse enterprise network structures. Analytical problem-solver with exceptional interpersonal, organizational and communication skills.

CAREER OVERVIEW

L&T TECHNOLOGY SERVICES for SAMSUNG 2019-2024

TECHNICAL ASSISTNCE CENTER (TAC) ENGINEER

VzW Alarm Monitoring Team for first 6 months at Samsung.

Run batch file to generate current alarm list from USM (Universal System Manager).

Prioritize alarms and create internal tickets using the Salesforce Remedyforce ticketing system.

Troubleshoot all alarms to resolution or escalate to TAC/Tier 2 as needed.

Creation of process documentation to establish SOPs for Alarm Team.

Promoted to TAC in September 2019 working on the VzW Project.

Monitor and respond to customer calls, emails and external trouble tickets to troubleshoot to resolution issues in the VzW 4G LTE (CDU30, RRH) and 5G NR (CDU50, RU) networks.

Log collection/analysis.

Call trace analysis.

Network and individual site KPI monitoring and analysis.

Software and Firmware upgrades.

Moved to Sprint/TMO, AT&T, SECA (Samsung Electronics Canada) TAC June 2020

Monitor and respond to customer calls, emails and external trouble tickets to troubleshoot to resolution issues in the Sprint/TMO, AT&T, TELUS, Videotron 4G LTE (CDU30, RRH) and 5G NR (CDU50, RU) networks.

Log collection/analysis.

Call trace analysis.

Network and individual site KPI monitoring and analysis.

Software and Firmware upgrades.

Documentation Creation and Management (In addition to normal TAC responsibilities).

Ad-hoc document creation as well as report creation using the Salesforce Remedyforce ticketing system.

Creation and management of the Network Operations High Severity Playbooks. This living document was the standard that outlined all processes for dealing with High Severity outages for all customers. This included presenting the plan and training all teams on the processes.

Creation and management of the Business Continuity Plan that covered the processes required to recover any and all system or facility issues that would impact teams under the Samsung Technical and Electronics Network and Systems teams.

Manage the weekly schedules for all TAC teams, including the GSC (Global Service Center).

Manage the weekly on-call schedule for all departments and all customers.

CSS CORP for NOKIA 2017-2019

REMOTE INTEGRATION TEST CENTER ENGINEER

Support, understand, troubleshoot and resolve the customer CDMA, UMTS and LTE RAN network (understand CNDDs, provisioning scripts, configuration files, etc.) to support the deployment of CDMA and LTE base stations.

Respond directly to calls and requests from integration engineers to the call center; troubleshoot problems as well as support internal teams with maintenance activities.

Interface directly with deployment and development teams which include installation, RITC Teams, RF Engineers, PM’s, FOA, etc. to resolve site, systems or network problems.

Mitigate outage risk and execute network restoration contingency plans in response to network failure, catastrophes and natural disasters.

Ensure base stations are operational (links are up, alarms clear, etc., sites ready for RF teams, and live traffic.)

Execute procedures and use proprietary software tools to support on time RAN delivery.

Provide operations support to the RF teams in their optimization activities by creating and executing work orders to make parameter changes when needed.

Escalate quality issues to improve products and services delivered to the customer.

Develop written technical documentation such as Method or Procedure (MOP) for Field Technicians to use.

Use network protocols, networking software and hardware to correct system faults.

Work with routers and switches, Ethernet switching, IP forwarding, class of service and services, firewall and access control, server load balancing as well as routing and switching protocols.

Exercise strong analytical skills to debug, troubleshoot and isolate complex problems.

LEMCON USA for Nokia 2012 – 2017

IMS MONITORING & CORE TEAM ENGINEER/NOC MONITORING TEAM ENGINEER SHIFT LEAD

Promoted to shift lead, overseeing 3-seat monitoring team focusing primarily on ONE-AAA, ONE-NDS, HSS, and CSCF. Leads team of 12 engineers monitoring AAA, HSS, and One-NDS stations, and serves as first point of contact for escalations and creation of IP Multimedia Subsystem (IMS) reports.

Network operations center (NOC) engineer supporting Nokia-Siemens Networks and managing network element performance monitoring on IMS for Verizon Wireless (VzW) 3G/4G LTE networks.

Serves as monitor for incoming Resolve trouble tickets concerning VzW IMS Core Network, providing initial response per SLA and routing to appropriate personnel. Provide escalations for critical/major issues requiring immediate support.

Utilizes knowledge of IMS-based PES architecture, interfaces and protocols (SIP, RTP, Diameter, H.248, HTTP), as well as network management and provisioning (XML, SNMP, LDAP, SOAP).

PREVIOUS POSITIONS

BILLMATRIX/FISERV, NETWORK OPERATIONS CENTER ANALYST

REMOTE DYNAMICS INC, NETWORK OPERATIONS ENGINEER

IEX CORPORATION, NETWORK CONTROL ANALYST

HUGHES DATA SYSTEMS, COMPUTER SUPPORT TECHNICIAN

ELECTRONIC DATA SYSTEMS, QUALITY CONTROL INSPECTOR

THE NEW INFRAPAK INC., ELECTRICAL ASSEMBLER

MILITARY EXPERIENCE

US NAVY, AVIATION ELECTRONICS TECHNICIAN

Senior repair technician and nightshift supervisor for Computerized Automatic Test Station Type 3 Digital (CAT-IIID).

Troubleshot and repaired airborne weapons, detection, guidance and communication systems on naval aircraft, and was responsible for calibration of test equipment.

Repair technician for Versatile Avionics Shop Tester (VAST) and Hybrid Automatic Test Station (HATS).

EDUCATION & TRAINING

Internetworking with TCP/IP - Global Knowledge. Examined real-world internetworking applications using Linux and Windows NT platforms on TCP/IP network. Installed and configured TCP/IP on classroom network, troubleshot connections among platforms, and monitored data transfer through IP

Avionics "B" School - US Navy: Trained to troubleshoot and maintain multi-system test stations and avionics systems of naval aircraft

Avionics "A" School - US Navy - Electronic Theory: Troubleshot systems to component level, including computer, navigation, airborne detection, weapon guidance, and communication

Computer Skills: USM, Unix, Linux, Windows, Sitescope, SolarWinds, WhatsUpPro, NetAct, @Commander, SystemEventMonitor, Netscaler, VI Editor, Active Directory, IIS, HP Openview, Consoleworks V2.0, URSA, NFM-P/NSP, BTSSM

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