Level 3 End User

Bryan Choisser

***** ***** **

Evansville, IN ***25

************@*****.***

Contact: 812-***-****

• Cisco CCNA

• Cisco CCNA/Security, NSTISSI-4011

• Cisco CCNA - Voice

• Cisco CCNP

• Implementing Cisco IP Routing (ROUTE 642-902)

• Implementing Cisco IP Switched Networks (SWITCH 642-813)

• Troubleshooting and Maintaining Cisco IP Networks (TSHOOT 642-832)

Work Experience:

February 2023 - July 2024

Toyota Motor Manufacturing of Indiana (Cognizant contract)

Level 3 Technical Engineer

• Provided Level 3 technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.

• Analyse, resolve, respond to, and documented end user inquiries

• Installed desktop/Laptop software using approved tools

• Troubleshooting with operating system issues.

• Troubleshot connection issues with LAN/WAN

• Updated tickets with accurate and timely records of work performed, and resolution detail

• Maintained and contribute to a knowledge base

• Coordinated hardware warranty repair

• Escalate problems to 3rd party vendors when necessary

• Responsible for raising and coordinating problem management issues

• Performed additional tasks (end user/infra related) when required

• Participated in projects

• Strong understanding and work with SLA, KPI Management

September 2020 – Feb 2023

Metronet

Research and Product Development Engineer

(R&D VoIP Engineer is primarily responsible for designing advanced voice solutions for Client's current and future customers based on understanding their needs, mapping those needs to clients products, and engineering a suitable technical solution. The position works closely with internal Product Managers, Network Engineering, Customer Care, Field Services and Management Information System teams to ensure solutions are properly configured, deployed, and supported. Additional responsibilities include evaluating customer premises equipment and ensuring network interoperability with service delivery platforms. The evaluation includes initial discovery as well as periodic retesting for software updates and new service configurations. This position also requires the creation and execution of test plan and operational support documentation.)

Responsibilities and Description:

• Serve as Client's VoIP technical expert

• Analyze customer requirements for advanced voice products & services and develop cost-effective voice solutions

• Evaluate customer premise equipment including routers, switches, firewalls, SIP, VoIP, PBX/Key systems, residential gateways, access platforms and other network equipment

• Ensure network interoperability with Client's service delivery platforms

• Develop and execute test strategy and plans and document test results

• Recommend and document standard configurations for handoff to various teams

• Keep abreast of new products and industry trends through both formal training and independent study

• Work closely and communicate with a variety of vendors to gather requirements for systems and services implementations, enhancements and technology upgrades

• Develop technical specifications and how to guides

• Provide input to training that will support the development of training materials for sales and operational teams

• Participate in cross-functional team meetings, providing input and suggestions for technical solutions

• Provide technical support to and answer escalations from Operations, Customer Care, or Sales for technical questions and problems

January 2019 – December 2019

American Specialty Health

Carmel, IN

Network/Systems Administrator II

• Actively involved in building out new environments.

• Supports application environments including Windows Server and other 3rd party applications.

• Maintains software update and upgrades cycles with current and new solutions.

• Coordinates firewall, VPN, switch, and router installations and modifications with Network Engineer as part of creation and support of application environments.

• Participate in on-call support rotation and take ownership of escalated problem resolution.

• Provides support to systems support technicians for high-level support issues.

• Performs end user technical support as needed.

• Built out Palo Alto firewall rules and objects per network change requests.

• Acts as backup and escalation point for System Administrators.

January 2018 – January 2019

MISO - Midcontinent Independent System Operator

Carmel, IN

Network Analyst (Contractor)

• Provide Tier II and Tier III support functions such as diagnosis and fix of key mission critical systems

• Maintained system compliance in Nexus, Cisco ASA and IOS environments and systems by resolving security vulnerabilities with secure system upgrades.

• Analyzed and troubleshoot network issues and tracks the nature and resolution of problems

• Participated in network tech refresh to Cisco Nexus 7K environment.

• Configured management platform for ACI/SDN networking on Nexus 9000 system.

• Used Solarwinds NPM and NCM tools for network monitoring and management.

June 2016 – January 2018

Allied Solutions, LLC

Carmel, IN

Network Administrator

• Management, configuration and ongoing usability of networks, servers, desktop/laptop computers, as well as

• peripheral equipment and software

• Consistent logical troubleshooting ability in a network environment

• Provide Tier II and Tier III support functions such as diagnosis and fix of key mission critical systems

• Ensure end users systems (desktop/laptop, mobile devices, phones, etc.) interconnect seamlessly with diverse systems

• Work with vendor support contacts to resolve technical problems with servers, network systems, phones, mobile devices, and desktop/laptops

• Assessed functional needs to determine specifications for purchases

• Create and maintain documentation for all processes and procedures

• Manage service provider for LAN/WAN management

• Lead and participate in complex infrastructure projects

• Used Cisco Prime platform for maintenance and management of IOS images for deployed elements.

• Used Solarwinds NPM and NCM tools for network monitoring and management.

• Provide technical team leadership

• Mentoring of junior team members

May 2015 – June 2016

Envigo/Harlan Laboratories

Indianapolis, IN

Global Network Engineer and Administrator (Contractor)

• Management, configuration and ongoing usability of networks, servers, desktop/laptop computers, as well as peripheral equipment and software

• Consistent logical troubleshooting ability in a network environment

• Provide Tier II and Tier III support functions such as diagnosis and fix of key mission critical systems

• Ensure end users systems (desktop/laptop, mobile devices, phones, etc.) interconnect seamlessly with diverse systems

• Work with vendor support contacts to resolve technical problems with servers, network systems, phones, mobile devices, and desktop/laptops

• Assessed functional needs to determine specifications for purchases

• Create and maintain documentation for all processes and procedures

Utilized Fortinet, load balancers for ATT MPLS circuits.

• Manage service provider for LAN/WAN management

• Lead and participate in complex infrastructure projects

• Provide technical team leadership

March 2013 – May 2015

Stonegate Mortgage

Indianapolis, IN

Senior Network Administrator

• Oversee the daily operations of an enterprise data and voice network that consists of Cisco Catalyst and Firewall products

• Maintain a constant uptime, availability and performance of network and system components

• Analyzes and troubleshoots network issues and tracks the nature and resolution of problems

• Coordination of projects including circuit installation (implementation of nationwide MPLS network), network wiring and maintenance activities (including the facilitation of growth from a 400-person company to over 1500)

• Provided technical leadership in the integration and test of complex integrated networks

• Research, recommend and implement network hardware and software solutions

• Used Solarwinds NPM and NCM tools for network monitoring and management.

• Assists in installing, designing, configuring and maintaining system hardware

• Performs analysis of network requirements for backup and disaster recovery objectives

• Performs periodic network inventory and audit tasks associated with asset tracking

• Provide escalation support (as point of contact) for Help Desk team (on a 24/7 basis)

• Provide experience, knowledge, and ideas to management and co-workers to help promote an effective and comfortable team-based environment

• Maintained network resources to include Cisco WLC’s, ASA’s, routers and switches. Including DMVPN devices (Cisco 891’s), 3750, 2960, 3945, ASA 5545-X and Meraki platforms.

2011 – 2013

Computer Services, Incorporated

Paducah, KY

Network Operations Engineer

• Experienced with Cisco Switches and Routers, ACLs, DNS, filtering, logging, VPN, load balancing technologies, virtualization, compliance, and forensic technology

• Experienced with protocols/Codes that include TCP/IP, OSPF, BGP, MPLS, MGCP, H.323, SIP, G.711 and G.729

• Worked in Cisco ASA, ACS and IOS environments.

• Performed and assisted in the configuration, staging, installation and support of integrated LAN/WAN systems

• Cisco CCNA

• Cisco CCNA/Security, NSTISSI-4011

• Cisco CCNA - Voice

• Cisco CCNP

• Implementing Cisco IP Routing (ROUTE 642-902)

• Implementing Cisco IP Switched Networks (SWITCH 642-813)

• Troubleshooting and Maintaining Cisco IP Networks (TSHOOT 642-832)

2010 – 2011

Indiana Fiber Network

Indianapolis, IN

Voice Switch Engineer/Supervisor

• Responsible for testing, turn-up, maintenance, of Wholesale VoIP services including Hosted PBX, Unified

• Messaging, and VoIP Long Distance

• Provisioning and maintenance of the Voice Network including Voice Feature Servers, Gateways, Session Border

• Controllers, Soft Switches and associated Ethernet devices

• Provision and maintain SS7 Services provided through a mated pair of STP’s

• Main driver and researcher for new voice applications and establishes the work assignments of subordinate staff

• Certified ACME-Packet Support Engineer Certification Number ACP-S-058

2004 – 2010

Cinergy Communications Company

Evansville, IN

SS7 Engineer

• Network, Transport and SS7 Routing Engineer in the Tekelec STP Platform, which included engineering and implementing redundant link and network transport projects.

• Obtained Certification Classes from Tekelec. Raleigh, NC

• TK145 Operations and Database administration.

• TK155 Global Title and Gateway Screening Translations

• TK175 EAGLE Measurements for Network Management

• Familiar and troubleshot MTP routing via the Tekelec Steleus/ISS, SS7 analysis product.

• STP Tekelec-Eagle upgrades and patches, provisioning and translation builds 34 - 39.

• Routeset, design and implementation in switching platforms

• While maintaining Tekelec Eagle (including GTT [Global Title Translations], routing, links, link turn-ups), also supported Genband T-9000 Softswitch, DMS – Translations, Troubleshooting Routing and Trunk builds. As well as Adtran 2800, Adtran 2820, CAC Mux, DMT300 Mux, ERI Dacs, Tellabs 5500 Dacs (TL1) network elements

• Lead SS7 and Global Title Translations Engineer for customer base throughout Midwest supporting 5 Genband softswitches and Nortel DMS-250, supporting 300,000+ users

• Project lead for SS7 STP network overlay onto existing network and away from SS7 provider

• Main point of contact for all new network DPC/OPC, add/delete/changes from orders including maintenance, support and certification with sales, end-users and major SS7 providers

• Maintained and Recorded MSU Statistics for Traffic Analysis

• Main point of contact for SS7 network troubleshooting through multiple network elements

2003 – 2004

United States Navy

Pensacola, Florida - Corry Station (Center for Naval Cryptology) - Top Secret Clearance

• TS/SCI (Sensitive Compartmented Information) Clearance granted by OPM - Adjudicated on 1/9/04 Gurnee, Illinois - Great Lakes, IL - Naval Training Command

• Recruit Training Command Honorable Discharge

Education

Southern Illinois University – Carbondale, IL. Bachelor of Science, Psychology & Social Work

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