Support Engineer Operations

LOUIS J. VANDER MOLEN, III

Coppell, TX 903-***-****

****************@*****.*** www.linkedin.com/in/louis-vandermolen OPERATIONS SUPPORT ENGINEER

Enhance Features & Monitor Network, Maximizing End-User Satisfaction Comprehensive experience in network operations, streaming platform support, and telecommunications. Enhance operational reliability and drive efficiency. Lead bridge calls during outages, ensuring clear communication and swift resolution to minimize downtime. Boost network operations and streaming platform support by optimizing workflows and reducing disruptions. Ownership of projects from initiation to completion, meeting deadlines while maintaining quality and efficiency. Balance multiple responsibilities while ensuring critical incidents, routine tasks, and projects are handled efficiently.

Incident Management System Troubleshooting Process Optimization Linux Scripting Automation

Virtualization Operating Systems Networking

PROFESSIONAL EXPERIENCE

DIRECTV, Dallas, TX 2016 - 2025

Operations Support Engineer 2, Entertainment Service Operations Team Provided 24x7 production support for streaming products, including ATT TV, ATT TV Now, Watch TV, DirecTV Everywhere, and NFL Sunday Ticket.

• Managed incident and problem resolution, reducing average resolution time 15% through effective root cause analysis and communication.

• Monitored platform health using tools such as Service Now, Intelligent Video Management System (IVMS), and Harmonic VOS, mitigating incidents via first-touch resolution or escalation.

• Created and maintained knowledge bases and delivered training, expanding troubleshooting capabilities on team.

• Collaborated with development teams, improving platform reliability and remediation automation of common issues. AT&T, Irving, TX

Specialist, Network Support / Microsoft Access Tactical Group 2012 - 2016 Administered and managed the Microsoft IPTV platform, handling diagnostics, outages, and escalations.

• Improved server uptime by 10% through enhanced patching and maintenance processes.

• Conducted QFE patching, OS updates, and SMS / SCCM deployments, maintaining platform functionality. Specialist, Network Support / IPAG Group 2010 - 2012 Built and validated fiber-to-the-premises (FTTP) network infrastructure across 22-state regions.

• Resolved device and wiring issues, ensuring successful U-Verse phone and data service delivery.

• Reduced deployment errors 20% through improved configuration processes.

• Resolved device and wiring issues, ensuring successful U-Verse phone and data service delivery. Network Center Technician 2000 - 2010

Designed and provisioned circuits for high-capacity services (T3, Oc03, Oc12, Gigaman) for network infostructure.

• Improved order accuracy and circuit design processes, achieving 100% compliance with SLA targets.

• Developed technical job aids and conducted training, enhancing team proficiency with internal tools.

• Collaborated with marketing teams, streamlining customer facility assignments. LOUIS J. VANDER MOLEN, III ****************@*****.*** PAGE TWO EDUCATION

− Associate of Science (AS), Electrical Engineering, ITT Technical Institute, Arlington, TX

− Cisco Training Course, North Lake Community College TECHNICAL SKILLS

Programming & Scripting Python, JavaScript

Platforms Linux, Red Hat, Microsoft IPTV

Tools & Technologies Microsoft System Center Configuration Manager / Microsoft Systems Management Server (SMS), McAfee, Trunks Integrated Record Keeping System (TIRKS), Exception Manager

Networking Cisco Networking, FTTP Infrastructure, IPTV Operations Virtualization VMware, Hyper-V, Docker, Kubernetes CERTIFICATIONS

− Technical Courses: TIRKS Overview, Fiber Optics, Digital Circuit Technology

− Transformation Learning Series: AT&T Network Transformation Track

− Linux Administration, Cybersecurity, Red Hat, Zenva

− Linux Administrator Certification

− Learning Kubernetes

− Red Hat Enterprise Linux Platform 6.0

− Cyber Security Fundamentals and Advanced

− Mastering the Linux Command Line

− Linux Administrator Certification

− Introduction to Programming - Udacity Nanodegree

− Essential Google Cloud Infrastructure: Core Services

− Essential Google Cloud Infrastructure: Foundation

− Google Cloud Fundamentals: Core Infrastructure

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