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Customer Service Engineer

Location:
Tomball, TX
Salary:
35
Posted:
September 12, 2020

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Resume:

Peter Kondiles

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

Tomball, Texas 77375, 702-***-****

adf1g1@r.postjobfree.com

EXPERIENCE:

Logix Fiber Network

Oct 2019 to Present

Voice Specialist III

• Received CEO recognition for outstanding customer service and innovative

Technical solutions in salvaging and repairing key customer network issues.

• Received numerous commendations from customers for resolving long-standing

Network issues and providing superior customer service.

• Received a Logix Brand Ambassador award for outstanding services to customers.

• Trained NOC management in network troubleshooting and develop guidelines &

Standards for the NOC.

• Experienced in Design, configuration and troubleshooting DMS 250, T7

Broadsoft & hosted PBX.

• Troubleshoot and test DS1, DS3, Fiber, Ethernet, SIP, PRI, Brocade, Adtran,

Alcactel, Mikrotik and some Cisco routers.

NASA Consultant

Jan 2019 to Oct 2019

NOC Controller

• Work on NASA’s software & applications to connect services.

• Troubleshoot RF (TDRS) satellite system and RF links.

• Monitor and troubleshoot internet devices and work with ground Control (GC).

• Utilize Cross-connects and other equipment to configure & connect IP networks

To Satellite network.

• Utilize Service Now ticket system to configure NASA networks.

FOX Sports

Jan 2018 to Jan 2019

NOC Supervisor

• Streamlined NOC procedures and heighten customer focus to staff to significantly

Reduced MTTR and customer satisfaction.

• Use IneoQuest IVMS to monitor & troubleshoot the Fox OTT video network on the

AWS (VOS) cloud. Cooperatively work with CDN and MVPD vendors

(Harmonics, Bamtech, ISP) to resolve Cloud and equipment issues.

• Basic Configuration on Cisco ASA 5500 series firewalls.

• Troubleshoot Harmonic (SXE) video servers, splicers and Arista switches.

• Create and troubleshoot VPN clients and networks.

• Create SOP’s for the NOC.

• Use Jira ticket system and Confluence to track and monitor tickets.

• Performed reviews on staff performance.

• Assembled, mentored, and trained a young staff of engineers on proper troubleshooting

Procedures, and assisted in their professional development.

• Completed three-day SBE Leadership seminar.

Rise Broadband

Oct 2016 to December 2017

Network NOC, VOIP, Fiber & RF Specialist

• Perform troubleshooting on company's microwave radio backhauls, Access Points,

DS1, Ethernet, fiber, LAN, and Mikrotik, Cisco & Juniper routers.

• Use IneoQuest IVMS, IPTV Service Manager & Sling TV to monitor Video (TS)

Streams via satellite and terrestrial links and to troubleshoot link, server, PID, PMT,

PAT, multicast IP, video or audio quality issues.

• FTTH (fiber to the home) using Calix E7 & E20 CMS platforms testing GPON,

ONT’s, SIP, IPTV, VOD & Active Ethernet circuits.

• Infinera TM3000 platform monitoring and testing DWDM and CWDM fiber Metro

Networks.

• Cyan Z22 (metro Aggregation and Transport platform) monitoring & testing

10G Ethernet, SONET, or SDH and DWDM circuits.

• Metaswitch (VOIP) performing service assurance (call analysis), subscriber

Management (user), alarms, SS7, ISUP, SIP, MGCP, call features, trunks,

Subscriber configuration, call trace, customer profiles, etc.

Media Broadcast Teleport in Germany

April 2013 to Sept 2016

Network Customer Service Manager

• Increased network reliability by implementing a more robust network and thus

Significantly reducing customer outages and increased revenue.

• Performed hands-on satellite integration and installation activities for satellites

(DVB, MCPC, SCPC), radio & microwave services.

• Critical point of contact in the network department. Accepted all escalations,

Professionally handled & resolved all major critical outages.

• Managed a global satellite network and some MPLS services.

• Performed monitoring, configuration, testing and fault isolation on DS1,

E-1, DS3, E-3, Ethernet, Sonet/SDH fiber circuits.

• Analyzed and reviewed service performance against SLAs.

• Utilized Monics Spectrum Analyzer and other Agilent Spectrum Analyzers for

Space segment troubleshooting.

• Installed and troubleshot L-band, C-band & KU-band satellite services. Designed,

Provisioned, installed and troubleshot Modems, UP/Down Converters,

BUCs, HPAs, UPCs, ACUs, LNAs, LNBs, IRD`s, etc.

Intelsat Corporation

Feb 2007 to April 2013

IP NOC Engineer & RF Technician (teleport)

• Promoted to a Senior Engineer at the teleport.

• Monitored, configured, test and troubleshot METRO E, BGP, OSPF, EIGRP,

VLAN, ACL, NAT, PAT networks.

• Instrumental in planning, designing, configuring, analyzing, testing data, satellite

(DVB, MCPC, SCPC), microwave, Fiber (SONET & SDH), ATM &

Video distribution networks.

• Utilized Solar Winds and HP Open View as monitoring tools.

• Tested various data and fiber circuits with OTDR & Bert analyzers.

• Performed monitoring, configuration, testing and fault isolation on

DS1, E-1, DS3, E-3, Sonet/SDH Fiber & Video (MPEG 2 & 4) networks.

• Monitored, analyzed and used experienced technical abilities to isolate satellite issues

On TDMA, DAMA, DVB, iDirect, Linkstar, Vipersat platforms.

• Performed Tier 1 & 2 troubleshooting on iDirect hub platforms and

Their associated remote equipment.

• Utilized Net Enforcer, Packet shaper, Tandberg QoS protocol analyzers,

TDAX & VPN concentrators.

• Displayed high levels of technical ability in utilizing Monics (CMS) to accurately

Identify, isolate and resolve all outages, errors, interferences and anomalies.

• Configured, tested, and repaired 7200, 4500, 2500, and 1600 routers and

2950/60 & 4948, 4509, 5509, 6509 LAN switches

• Installed and troubleshot L-band, C-band & KU-band satellite services. Designed, provisioned,

Installed and troubleshot Modems, UP/Down Converters, BUCs, HPAs, UPCs, ACUs, LNAs,

& LNBs, etc.

Access Integrated Networks

June 2006 to Feb 2007

Senior Central Office Engineer & IP NOC Engineer

• Single-handedly designed, configured & deployed new central offices at record time.

• Instrumental in data infrastructure & network planning, design, testing, and troubleshooting

IP, VLAN & HDSL circuits.

• Performed Central office build out by ordering, racketing, configuring, testing, and

Repairing equipment.

• Installed AC/DC power distribution systems in POPs & Co-located facilities.

• Tested various data and fiber circuits with OTDR & Bert analyzers.

• Trained junior technicians & NOC personnel on proper network troubleshooting procedures.

• Utilized Meta Switch (VOIP) soft switch to install and repair pots, SIP and SS7 issues.

• Performed monitoring, configuration, testing and fault isolation on DS1, DS3,

Sonet fiber circuits.

• Maintained and troubleshot Radius server equipment for DSL authentication issues.

Citibank

May 2004 to April 2006

Technical Analyst

• Recognized by management for superior internal customer support and for keeping customers

Abreast of project status, outages, and MAC deadlines.

• Monitored the Avaya PBX system at two large bank facilities.

• Managed and implemented daily, moves, ads, & changes of telephone extensions,

Calling features, voice mail, vectors, ACD, trunk groups, coverage paths, and

Long-distance access by VOIP.

• Investigated, configured, isolated and resolved all Cisco router & LAN switch problems.

Touch America

Jan 2001 to Apr 2004

Implementation Engineer

• Recognized by management for stepping in and accepting responsibility for all Avaya PBX issues.

• Monitored the Avaya PBX system and troubleshot internal customer issues.

• Tested and configured services on the Sonus VOIP soft switch

• Managed and implemented daily, moves, adds, & changes of telephone extensions,

Calling features, voice mail, vectors, ACD, trunk groups, coverage paths, and

Long-distance access by VOIP.

• Instrumental in design and configuration of Lucent CBX-500 ATM switches,

STDX-9000 Frame relay switches, M1/3 Multiplexers, & IGX switches.

• Performed intrusive testing using firebird 6000, Tberd 310 & 2209 on Telco circuits.

• Provisioned, installed & tested DS0, DS1, DS3 circuits utilizing the

1/0 & 3/1 Titan 5500/532 & Alcatel 1631/1630 DACS.

• Configured and resolved all BGP outages.

• Designed new IP services on Cisco 7500, 4500 & 2500 series routers.

• Performed Monitoring and fault isolation on the Fujitsu, Ciena & Nortel OC-48 Fiber network.

IBM Global Network Services

Nov 96 to Dec 2000

Senior Systems Analyst and NOC Manager

• Promoted to Assistant NOC Manager due to recognition from the Vice President.

• Direct and resolved critical outages with Allstate Insurance Company and others.

Significantly brought the MTTR outages within SLA requirements and increased customer

Satisfaction and business.

• Awarded numerous superior customer service awards.

• Showed exceptional leadership and supervisory responsibilities; assembled, mentored,

Disciplined & trained a young staff of engineers on proper troubleshooting procedures,

Personal and professional development & assisted subordinates with all their concerns.

• Critical point of contact in the network department. Accepted all escalations,

Professionally handled & resolved all major critical outages.

• Managed a staff of ten shift employees.

• Designed, configured, tested and repaired services on Cisco 7206, 4500, and 1600 routers.

• Utilized HP Open View NMS to troubleshot & repair ATM and Frame Relay services.

• Monitored, configured, installed and repaired DS1, DS3 & OC3 circuits.

• Analyze and review service performance against SLA's.

EDUCATION:

University of Laverne

Bachelor of Science Degree in Mathematics

AWARDS

• Received five “Outstanding Customer Service and Technical Expertise” awards and

Two cash awards.

• Recently received CEO recognition for outstanding customer service and

Innovative technical solutions and many customer commendations for

Superior customer service and resolving long-standing network issues.

CORE SKILLS

HARDWARE (Data): Cisco, Nortel, IBM, Juniper, Alcatel, Mikrotik, Brocade and Adtran routers, VPN Concentrators, IBM Controllers & Front End Processors (3745), RS6000, Radius server, ATM/Frame Relay switches (Lucent CBX-500/ STDX-9000), IGX switch, NEC & Optical Fujitsu Multiplexers, Sonus switch, Ciena Nodes, HP Laser Printers, DSU, CSU, modems, SAT NMS LFTX/RX Optical equipment, Infinera TM3000 Fiber platform, Cyan Z22 fiber platform, Tellabs 5500/532L and Alcatel 1630/1631 DACS, NAVMACS shipboard Mainframe computer, and channel banks.

Video Hardware: Sencore decoders/receivers, Scientific Atlanta/Cisco receivers, Harmonic & Ericsson encoders, stream Expert (TS analyzer), Sling Video Analyzer, Tandberg Analyzers, Calix E-7 & E-20, Appear Video (equipment), Modulators, IRDS, Demodulators, Multiplexers, Scramblers/Descramblers, IneoQuest IVMS & IPTV Service Manager.

RF HARDWARE: Motorola and WSC-3 DAMA satellite systems, URT-23D Transmitter, FRT40 & FRT83 transmitter, BTS, Antennas, two-way radios, I-Direct, Platforms, DVB, Vipersat, Linkstar and ViaSat modems, power supplies, Terminals, VSAT, (Newtec/Comtech) Modulators, Demodulators, SAT NMS LFTX/RX Optical equipment, SAT NMS Beacon receivers, UP/DOWN Converters, BUC's, HPA, SSPA, LNA, Antennas Spectrum Analyzers, Oscilloscopes, Signal Generators, Flukes, RF watt meters, & (ZTE, Ubiquiti AP's, Minosa, Motorola, Dragon Wave, Cambium) BH radios.

NETWORKING & TRANSPORT: IP Subnetting, BGP, TCP/IP, SNA, VTAM, Ethernet, VLAN, SIP, ISDN, VOIP, VPN, EIGRP, RIP, OSPF, 802.11, PPP, H.323, ATM, Frame Relay, Ethernet Links, ISDN, PRI, SIP, MGCP, 9.6, DS0, DS1, DS3, OC3, OC12, OC-48, CAT-5E, Titan 5500/532L & Alcatel 1630/1631 DACS, TDAX, Timeplex, Alcatel & Nortel Fiber, Infinera TM3000, Cyan Z22,

Fujitsu DWDM Transport equipment.

Voice: T7 switch, DMS 250 Nortel switch, Metaswitch Sip Switch, Hosted PBX (RPX Broadsoft), Broadsoft, Unifi, Edgeview, Avaya PBX Administrator, Lucent 5ESS, NICE, CMS, Sonus Switch, SIP, PRI & Sage.

NMS & MANAGEMENT TOOLS: Solar Winds, SMARTS, Vaonet, Info Vista, CACTI, HP Open View, LibreNMS, Mikrotik Dude Monitoring system, Avaya Integrated Management, Lucent & Alcatel NMS, Monics, iMonitor, iDirect iBuilder, Maxview, NewPoint, WhatsUp, Smarts, Nagios, Granite, F5 Big-IP, Putty, Winbox, MRTG & Hyper Terminal.

TEST EQUIPMENT: Sage, TBERD (209,211,224 & 310), Net Enforcer, Packet shaper, Tandberg, Sniffer, Data Analyzers, Ethereal, Visio, Heikeniam 2001, toners, probes, Butt Set, Oscilloscope, RF Generator, Watt Meter, Agilent & HP & Web based Spectrum Analyzer, Fluke, voltmeter, dummy load, Huntron 2000 Tracker, Sunrise & Anritsu (OTDR) Optical tester.

Ticket & Database Systems: Metasolv (TBS), Remedy, IBM Tivoli, Zabbix, NISC, Granite, Infovista, Service Now, Jira & 360.

SBE Leadership Course

LANGUAGES: English, Greek and basic German.

PASSPORT: American and Greek



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