Call Center Network Technician

Brian Moore *****.*****@**************.***

Jefferson City, Mo 65101 Mobile: 573-***-****

Business:573-***-****

Skype brian.moore4237

SUMMARY

Experienced Technician with a demonstrated history of working in the information technology and services industry. Skilled in Network (NOC)Operations & Monitoring Routing Protocols BGP, MPLS, IBX data center management, multi-Platform cloud hosted IP/VOIP, CPE-cisco routers, switches, WAP provisioning and troubleshooting., VMware VeloCloud SD-WAN-VMware vCenter Orchestrator., ACD/IVR Programing, DVS/Analytics Encore desktop/call recording administration, Ability to troubleshoot and support applications delivered via Internet WAN and LAN. Covid-19 Compliant

TECHNICAL EXPERTISE

Application Software MS Office 2010, 2013 MS Office 365, MS Active Directory, MS Exchange 2010, 2012, Cisco IOS, GFI Fax Maker-eFax, DVS Analytics Encore, Cisco WebEx remote desktop and presentation tool, Windows Remote Desktop tools

Operating Systems Centos v7, Ubuntu Linux, Windows 7,10, MS Server 2008, 2012

Communications Protocols TCP/1P. UDP, DHCP, DNS MGCP, VOIP, SDP/SIP RTP, T38

Routing Protocols OSPF, EIGRP, BGP, MPLS,

VoIP codecs G711. G729

SNMP/RMON Tools Cisco Prime, Scrutinizer, CA-Wily- Introscope Netcool, EMC

SolarWinds, Core, WhatsUp Gold, vCenter Orchestrator

Protocol Analyzer/Port Scanner Wireshark sniffer, iPerf, Nmap-Zenmap,,

Terminal Emulation Secure CRT, Putty

Communications Equipment Direct X5, Comtech CDM—625 Cisco routers 2911,2811, ASR 1006,7304, ISR 4431, VeloCloud SDWAN

Cisco switches 6509, 4507, 3850 3750,3560, 9348, 9407 9410

Cisco 1310 WAP/Bridge, Motorola Canopy, AIR-CAP3502i-A-K9 AIRONET 3502I, Navigator Multiservice Digital Access System,

NEC SV8500, SV8300, NEC2000 IP PBX, Asterisk IP PBX, Metaswitch/ Metaview, Adtran routers 3448, 924, Adtran, NetVanta 1234 PoE, Adit 600, Linksys ATA, Polycom HDX 7000/8000 VTC Cisco, EX 90 VTC, Dialogic SBC, Ingate Siparator 19 SBC, AudioCodes Mediant 4000 SBC

WORK EXPERIENCE

January 2022 to Present

New Era Technology-West Chester, PA

Network Operations Engineer-NOC Remote

Troubleshoot United Rentals network infrastructure.SD-WAN, MPLS, cisco router, switches WAPs and CUCM MAC and Unity Time of day Routing, VM PIN reset issues that occur during daily operations and escalating/paging Level II engineers.

Service desk/Network operation support telephonic, Automated Ticketing Portals ticketing system (Ivanti Service Desk) and email, Carrier Trouble Ticket Generation, ATT-Business Direct, Mettel-Bruin Portal and Blue Herron. Systems

Communications circuit provisioning and activation SIP, MPLS (T1 Multilink) & Ethernet

Monitor internal and Production systems with SMMP/RMON Tools WhatsUp Gold (WUG) and VMWare vCenter Orchestrator (VCO)

Troubleshoots, resolves and document Tier 1 and ! support calls as related to LAN, WAN and Telecommunications

May 2021 to November 2021

Windstream Communications/US Tech Solutions

Network Analyst-Consultant-Remote

Responsible for fielding customer calls, opening repair tickets, monitoring the proactive tickets for customer sites, providing technical support, and reporting for site repairs for the Transport NOC.

Field emails and calls from customers peers Telecoms and inter-company organizations

Incident Management and escalation to second level teams per defined processes. Triage, troubleshoot and resolve incidents.

Provided Level I/II technical support to resolve network issues.

Opens trouble tickets and works the repair of network equipment and Telecommunications Transport issues with field operations, Tier 3 support and LEC, ILEC’s

Collects and documents necessary information for appropriate escalation to level 3 technical teams

January 2020 to July 2020

Missouri Department of Social Services-Family Support Division

Client Services Representative-Call Center-Consultant-Remote

Respond to customer inquiries received by telephone, interactive Voice Response (IVR), or web-based portal regarding information on programs and services

Record customer interactions and transaction, by documenting details of inquiries, complaints, comments, and actions taken.

Address customers inquiries and resolve problems to ensure that appropriate changes are made.

Performed CSR functions using the following enterprise tools and Operating system platforms, Cisco- AnyConnect VPN, Windows 10 Remote Desktop, AWS Workspaces, desktop collaboration tools-Cisco Finesse, jabber, NICE, MS Teams, MS-365 Outlook, Excel, Word

Lockheed Martin, Moorestown NJ/ JW Affinity IT October 2018 – February 2019

Network Technician

Commission, rack/stack and program Cisco 9348 Nexus OS and Cisco Catalyst IOS 9410/9407 switches using Cisco CLI for Lockheed Martin’s Moorestown NJ LAN network refresh in 16 Buildings and 57 network closets @ Lockheed Martin, Moorestown, NJ.

Decommission Cisco 6509, 6510, 4509, 4510 switches as part of Lockheed Martin’s network refresh in 16 buildings and 57 network closets @ Lockheed Martin, Moorestown, NJ.

Provided customer facing smart hands-on technical support for adds moves and changes for Cisco UC VoIP phones (CP-7960, 8841, 8845) @ Lockheed Martin-Moorestown facility for 10,000 registered phones in over 250 unclassified areas @ Lockheed Martin, Moorestown

Repair/recondition Cisco UC VoIP phones (CP-7960, 8841, 8845).

Maintained network infrastructure CAT6/6E fiber optic running, pulling, terminating and test.

Educational Testing Services, Ewing, NJ CAI/Zenos March 2018-June 2018

Associate System Engineer

2nd Level application product support for ETS’s various test administration’s

Provide support for applications hosted on desktop and, mobile operating systems such as Windows,

Mac OS, IOS, Linux (Fedora, Red hat, Ubuntu), Android and Chrome OS

Fault isolate test applications delivered via Internet in a Local Area Networks,

Knowledge of desktop and mobile operating systems

Good Understanding of computer networks and internet

Analyze and troubleshoot technical operational problems!

Effective written and oral communications, interpersonal skills, creative solution and problem-solving

Remote desktop end-user support with WebEx desktop sharing.

Documented end-user and test platform issues and problem resolution with the Service Now Ticketing system with attention to detail and excellent organizational skills

. Vantage Unified Communications, Langhorne, PA 06/201607/28/2017

Sr. Network Engineer

Administer network infrastructure for a UCaaS Provider Vantage Unified Communications e.g. Cisco ISR 4431 routers, 3850 IOS switches, Asterisk IP PBX, Audio Codes Media 400 SBCs located at Equinix IBX Data Centers at PH1 Philadelphia PA and NY7 Bergen NJ

Participated in Commissioning and Network WAN upgrade for Vantage Unified Communications cloud presence co-located data centers @ Equinix IBX Data Centers in PHL and NYC. Cisco router, switch, ASA, Dell blade rack/stack and IOS configuration on Cisco devices, ISP circuit test and turn up and point-point fiber optic circuit turn-up.

Responsible for test and turn up of WAN services i.e., Metro-Ethernet, DS3, T1, MPLS circuits and

Technologies including BGP EIGRP, OSPF, SIP, Ping, Trace route.

Responsible for incident management and vendor management for, communications equipment providers, LEC’s, ISP’s.

Testing & troubleshooting of facility troubles, as well as general layer 2 and layer 3 customer network troubleshooting (routers, switches, phones, etc.)

Have a working knowledge of the following technologies Cisco IOS, SIP/VoIP, DNS, DHCP, SNMP ACL's, IP Prefix lists, NAT, STP, Ether-Channel, SSL VPN, IPsec, G711, G729 Compression codecs

Monitor Vantage United's (NOC)network infrastructure, routers and switches, production and development servers using the infrastructure monitoring platform Zenos core.

Perform VoIP Monitoring and management with Oracle Communications Operations Monitor.

Maintain Network documentation, network, diagrams, and IP Address management.

Boeing Defense Space and Security, Mobility Division, Ridley Park, PA

Network Technician, Consultant, Dell/DG Business Solutions 06/2015-06/2016

Maintained Boeing’s Ridley Park Network Campus area network infrastructure consisting of over 107 Cisco IOS routers, switches, and network appliances on a dual campus environment with 3 NCC’s, 37 Buildings supporting 5000 engineering and manufacturing staff,

Used HP Network Node Manager to monitor production network devices routers, switches.

Used HP Service Manager for incident (Trouble Ticket) and service request management.

Rack/stack Cisco routers/switches. Commission/Decommission network equipment.

Provision initial configurations on Cisco 6509, 4507, 3560,3750 IOS switches using Cisco's CLI.

Analyzes and troubleshoot (break/fix) layer 1-3 technical issues e.g., cable, switch, router issues

Responsible for wiring and cable management between layer 3 distribution and layer2 access level switches. Responsible for data and voice interconnects between IDF patch panels and desktop jacks

Configure and manage controller based wireless AP’s with Cisco Prime.

Responsible for Inventory control, Reverse logistics and RMA's

Bancorp Bank, Wilmington DE

Telecommunications Technician 03/2013-11/2014

Responsible for multi-site VOIP/TDM administration, Moves-Adds and Changes on NEC SV8500/8300 IP VoIP PBX Platforms for VoIP Phones, VoIP soft-phones and VoIP mobile apps.

Manage multi-office Corporate TDM to VoIP telephone system upgrades.

Interface with LEC, IXC, ISP’s for the test and turn up, installation and repair of T1/PRI, Metro-Ethernet., SIP Trunks, MPLS, BGP.

Administer the following UCaaS platforms, Cisco WebEx Productivity Tools, MS Exchange 365 Unified messaging voice mail to email, auto attendant. Polycom VTC administration CMA Gatekeeper, RMX video conference bridge, VBP Video Border proxy, Polycom conference rm VTC/HDX products, desktop and mobile products Cisco Telepresence Desktop RealPresence EX-90, GFI Faxmaker-eFax.

Call Center Support. VoIP Phones, IVR, ACD, call/desktop recording with DVS Analytics Encore.

Verizon Enterprise/Network Tools/ Inbound Toll-free number Management.

Maintain, configure, and deploy: Bank’s multi-site LAN’s, Rack/stack, Configure Cisco IOS on routers/switches and network appliances.

Responsible for MDF, IDF cross connects, Cat5/6, multi-mode fiber optic infrastructure.

Responsible for Incident management LEC’s, ISP’s, Telecom hardware and software Vendors.

Monitor service desk tickets for issues and requests for voice/data communications issues.

Proactive Communications/DynCorp Int. LOGCAP IV Camp Dwyer/FOB Robinson, Afghanistan

VSAT Engineer/Network Administrator/IT Support 05/2011-5/2012

VSAT Terminal operations and maintenance (iDirect Evolution X5).

Network maintenance/CLI configuration changes on Cisco routers/Switches, Cisco 1310 WAP/Bridge, Motorola Canopy 5 GHZ Bridges, Cisco ASA security appliances. IT inventory Management

Used Spectrum Analyzers and handheld RF meters to troubleshoot and isolate wireless broadband problems.

Monitor WAN & LAN with SNMP network monitoring tools.

Maintain WAN and LAN topology documentation e.g. Visio network diagrams MS Office

Client facing desktop support 1000 laptops, desktops and 1500 contractors.

Service Desk technical support, enterprise software installation & support, MS active directory user account administration, new computer system imaging, join client computers to MS active directory.

Monitor DynCorp's Trouble Ticket reporting system for IT issues & user generated service requests

DuPont Chemical, Wilmington DE

Telecommunications Engineer-Consultant 09/10-01/11

Responsible for telecommunications equipment adds moves and changes.

Fault isolates PBX Voice and Ethernet connectivity problems on inside and outside cable plant for DuPont’s manufacturing plant and Office environments.

Provided smart hands-on support on Cisco devices as directed by network engineering support.

Provides 24 7 on call support for voice and data connectivity problems for DuPont’s voice and data campus area network. Monitor Remedy Help Desk/Trouble Ticket system.

Ifone-Neda Kandahar Airfield, Afghanistan 04/10-07/10

Network Engineer-Managing Supervisor-Consultant

Responsible for headend maintenance i.e., VSAT Terminal Operations/Comtech CDM-625, point to multi-point/Redline 2.4 GHZ wireless broadband network to 3000 ISP subscribers on KAF.

Responsible for installation, maintenance for layer3 MikroTik routers, cisco switches and excellent customer service for the wired/Cat5 and wireless access points for end-user connectivity to remote distributed locations on Kandahar Airfield.

Responsible for continuous 24/7network monitoring with the MikroTik SNMP tool “The Dude”.

Administered network services, DHCP, DNS and Radius on Ubuntu Linux/ MS 2008 platforms.

Hotwire Communications, Wynnewood, PA Hotwire Communications, Wynnewood, PA 05/09-04/10

Field VOIP Engineer

Implemented and provided technical support for legacy and enterprise voice systems TDM and Hosted VoIP systems for a local Philadelphia CLEC.

Pre-configure/commission & perform break / fix maintenance on Integrated access devices (IADs), Adtran 900 series routers. Layer2/3 Cisco Switches, Adtran NetVanta 1234 POE switches, VoIP terminal adapters, Adit 600 channel banks, Access Navigator Digital Cross Connects, Fiber Optic DWDM-Multiplexers

Install and configure Polycom Sound-station VoIP telephones.

Provision Moves, Adds and Changes (MAC) using Metaview on a Cloud hosted Class 5 soft switch Metaswitch.

Port residential and business telephone numbers.

Order, configure, turn up and test T1/DS1DSL POTS Circuits. Perform Head-to-Head BERT Testing, with LEC's, inside and outside cable plant inhalation and maintenance (Cat3 & Cat 5/6), voice and data (66 & 110 block) cable terminations, cross connects and Dmark extensions.

2001 to 2009

Various contract assignments

Projects included:

PSE&G, Trenton, NJ - Field Technical Support Analyst

UNISYS, Blue Bell, PA - Network Engineer

Comcast, National Engineering and Technical Operations, Moorestown, NJ - Server Performance Engineer

GMAC Commercial Mortgage, MISI Horsham, PA - Network Engineer / Systems Administrator

McGraw Hill, Delran, NJ - Network/Desktop Support

Cadient Group, Conshohocken, PA -Convention Associate

Advanced Magazine Group, Wilmington, DE - Network Operations Technician

First Data, Wilmington, DE. Network Operations Technician

BURLINGTON COAT FACTORY, INC, Burlington, NJ 11/97 - 10/01

System Services Project Manager

Responsible for technical project planning, coordination and implementation of computer network Infrastructure/systems.

Coordinated weekly project status meetings with project stakeholders and implementation team members.

Responsible for vendor and technical resource management.

Major Projects completed, Corporate WAN upgrade to a voice over frame relay. Line of site (LOS) Microwave system @ BCF Distribution Centers.

Upgraded in Store processors to RedHat Linux OS to 300 BCFs store locations.

COMPUTER SCIENCES CORPORATION, Moorestown, NJ 03/93 – 11/97

Systems Analyst, Systems Operational Support Center AMC C2 IPS

Provided end-user application support, remote site system administration, and technical support.

Preformed Oracle database administration functions, SQL queries and file transfers to remote sites.

System Administrator, AMC C2 IPS/JCALS

Administered development & test computer labs and LAN for development and test staff.

Installation Team Chief, AMC C2 IPS/JCALS

Installed LAN infrastructure and deployed computer systems, cable plant installation Cat5/6 multi/single mode fiber optic @ US Air Force bases in the continental US, Central America, and Germany

Imaged and custom configure computer systems for global system deployment.

U.S. Army

Station Technical-Network Controller

Defense Information Systems Agency, European Area Stuttgart, GE

Direct and manage DoD information networks operations, European Theater and execute

Enterprise Management functions.

Coordinates and directs actions among network operations centers to troubleshoot and restore operational network services for the DOD

Pentagon Consolidated Telecommunications Center, Arlington, VA

Technical-Network Control Supervisor

Operates, monitors, secures, and controls the physical, data link, network, and transport layers of strategic and tactical communications including connectivity to local and wide area networks, end-to-end telecommunications and circuit switching systems

DCS Station Stuttgart, GE,

Technical-Network Controller

LOS microwave maintenance.

Operates, monitors, secures, and controls the physical, data link, network, and transport layers of strategic and tactical communications including connectivity to local and wide area networks, end-to-end telecommunications and circuit switching systems.

EDUCATION & TECHNICAL TRAINING

Durham Technical Community College Associate Degree 5/91 -

AWS Certified Solutions Architect Associate 8/2020- In progress

Juniper-JNCIA-Junos 8/2020-In progress

Solaris 10 Administration

Red Hat Enterprise Linux 4-5 RHCT

CompTIA Security + Certified CE Candidate ID COMP001022265681 valid through May 05, 2023

Cisco CCNA Cisco ID# CSCO14349337 Valid Through April 28, 2026

CA-Wily Introscope

Basic Satellite Communications course, Sprint

Station Technical Controller Course 32D U.S. Army Signal School Ft. Gordon, GA

DOD Security Clearance NACI-SF85P

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