Brian Stauffenberg

Experience

• 

  Sprint

  Jan 2000 - Jan 2002

  Systems Engineer

  Provided both techincal and sales support for large data customers...

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  AT&T

  Nov 2005 - Sept 2023

  • Provide Tier II SME Engineering support team that provides 24x7 technical support for customer’s Video Conferencing services. Tasks included assisting in inbound calls, handling of complex troubles, provide leadership in maintaining overall data service center metrics by assisting other center members in reaching their targets• Support several types of vendor video equipment such as Cisco, Tandberg, Polycom endpoints, and infrastructure products (Cisco CUCM, TMS, Control Hub and Polycom DMA, CMA, and RMX).• Created and developed a database of knowledge articles/how to for the helpdesk support team, improving resolution timeframes.• Key Contributor in migration project to new ticket system (Service Now). Worked with development team to identify/correct bugs, improve functionality, and streamline processes to minimize overall work timeframes for helpdesk team.• Continuously maintain 99% positive customer survey rank.• Consistent top performer in customer ticket amounts, resolution delivery timeframes and call statistics. Show less • Provide Tier II SME Engineering support team that provides 24x7 technical support for AT&T’s MIS worldwide customer’s data networks. Provide technical support as an extension of the management team in handling complex executive escalations and with evaluating the workforce for overall efficiency and effectiveness.• Utilized superior understanding of network topologies including ISDN, Frame-relay, T1, T3, DS3, ATM, OC-N, SONET, DWDM and xDSL to analyze technical problems and recommended solutions for LAN & WAN internetworking devices.• Improved engineers' technical aptitude in an effort to streamline their troubleshooting abilities to provide first call resolution.• Project leader / Trainer for AT&T. Completed assigned projects related to new responsibilities taken on by the service desk which included writing and training modules used by the helpdesk team. Show less • Technical support and troubleshoot network platform issues including alarm and KPI monitoring (proactive and reactive), investigation/diagnose network issues, triage and communicate event status and coordinate root cause analysis; mitigate/remediate complex technology fault conditions that span multiple production platforms and environments; implement restoration of service; and may involve the implementation of vendor/IT fixes or design changes.• Provided first rate technical support in testing, monitoring and troubleshooting customer problems using complex management tools and various troubleshooting techniques driving down outage timeframes. • Consistent top 5% ratings on customer caseload and call acceptance amongst service desk team Show less

  • Senior-Network Technology Support –2nd Level; AT&T Dedicated Internet (ADI)

    Nov 2022 - Sept 2023

  • Senior-Network Technology Support –2nd Level; Telepresence / Unified Communications (UC)

    Mar 2012 - Sept 2023

  • Senior-Advanced Technical Support–2nd Lvl; Managed Internet Services (MIS)

    Feb 2010 - Mar 2012

  • Senior-Network Technical Support; Customer Maintenance Center (CMC)

    Nov 2005 - Feb 2010
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  Motorola Solutions

  Mar 2024 - now

  Technical Support Engineer