Ian Ballantyne

Experience

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  Linamar Corporation

  Aug 2000 - Aug 2002

  Computer Numerical Control (CNC) Machinist

  ➢ Fit and assemble machined parts into complete units.➢ Compute dimensions and tolerances to measure and lay out work pieces.➢ Calculate and set controls to regulate speeds and feeds in order to complete work➢ Perform Pre-use and TPM inspections at the start of each shift and report any sub-standard conditions ➢ Verify dimensions of machined parts or tolling for accuracy and conformance to specifications➢ Use precision measuring instruments such as; micrometers, verniers, calipers, height gauges etc..➢ Perform regular maintenance and cleaning of all conventional equipment as needed.➢ Maintain sufficient tool room inventory.➢ Monitor Adherence and ensure compliance to Policies and Procedures.➢ Work in a professional and cooperative manner with co-workers and management. Show less

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  Northern College of Applied Arts and Technology

  Jan 2004 - Aug 2007

  IT Support Specialist | Cisco Lab Monitor

  ➢ Monitor the fully racked Cisco Lab at the College➢ Document student activity and lab operations➢ Ensure students are following rules and properly signing in/out➢ Assist with general connectivity and configuration➢ Confirm all configurations have been removed from the switches/routers➢ Ensure all Cisco routers and switches are properly shutdown➢ General clean up and housekeeping activities➢ Work after hours and on weekend scheduling

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  Netsweeper

  Jan 2008 - Sept 2009

  ➢ Provide customer support, troubleshooting, knowledge transfer, and root cause analysis➢ Address urgent issues quickly and escalate issues according to the support SLA➢ Document exceptions and fixes for inclusion into core product➢ Document product variances, end-user feature improvements, and operations feature improvements➢ Creating and publishing knowledge base articles to enable customer self-service➢ Participating in an on-call rotation regularly during after hours service➢ Act as customer advocate making sure the customers’ voices are always heard➢ Provide feedback from customers, end users, and experience to product team➢ Interface with consultants, project managers, software engineers, security analysts, etc.. Show less ➢ Provide direction and resolve client requests of the Netsweeper URL Filter➢ Document, ticket and replicate issues of client, escalate to Engineering if required➢ SSH, SFTP command line tools logging servers remotely providing T1 support➢ General mySQL database updates, service restarts and diagnostics from BASH➢ Small BASH scripting to automate tasks➢ Communication with Sales Engineers, CTO, and Engineering (Software Development)➢ Testing in virtual server environments, VMware, VirtualBox Show less

  • Technical Support Analyst II

    Jan 2009 - Sept 2009

  • Technical Support Analyst I

    Jan 2008 - Jan 2009
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  BlackBerry

  Mar 2010 - Aug 2011

  ➢ Responsible for network hardware orders (Cisco, Juniper, F5)➢ Interface directly with project managers, deployment engineers and management➢ Identify new solutions to improve service delivery and project completion➢ Work directly with legal and customs regarding shipping and receiving strategies➢ Network hardware centric operations involving Cisco Inc., Juniper, F5, Avocent➢ Ensure equipment is delivered and installed in accordance with technical requirements➢ Responsible for global inventory, asset tag, location, financial tracking in CMDB➢ Decommissioned data centers, co-locations, office spaces and NOC’s➢ Followed procedures, guidelines, and safety safeguards for logistics➢ Modified pivot tables and data as part of the master Excel CMDB database Show less ➢ Lead or support ongoing infrastructure or service related incidents.➢ Identify and troubleshoot recurring platform problems.➢ Collaborate with internal teams, external vendors, or third-party carriers.➢ Return client infrastructure or connectivity to its normal state.➢ Determining customers’ requirements, writing, and reviewing changes.➢ Work closely with the customer to agree on implementation timelines.➢ Identify automation opportunities in troubleshooting and change implementation.➢ Work with the Automation team to ensure the solution meets the needs of the team. Show less

  • Data Network Asset Provisioning Coordinator (Co-op)

    Jan 2011 - Aug 2011

  • Data Network Analyst (BBNTW)

    Mar 2010 - Dec 2010
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  Exinda Networks

  Oct 2012 - Jan 2015

  Network Optimization Engineer (Global TAC)

  ➢ Provide 24x7 TAC operational support for the Exinda WAN Optimization (QoS) Solution➢ Ticketing via SalesForce - documenting and closing issues from cradle to grave➢ Assist in POC (Proof of Concept) initiatives integrating the appliance into complex networks➢ Ensure quality bandwidth reduction with analytics review of circuits on a regular basis➢ Involved on call bridges with multiple teams and providers for circuit migrations and cutovers➢ Stand in as the department and Technical Account Manager when required➢ Provide training for Exinda's SDP (Service Delivery Point) appliance to channel partners globally➢ Investigate packet captures with Wireshark for testing WAN bandwidth and policy (QoS) issues➢ Deploy, configure, and migrate customer SQL and database information➢ Ensure equipment is delivered and installed in accordance with technical requirements➢ Import filtering rules, post migration testing and bug identification➢ Frame and escalate technical issues for Engineering resolve➢ Review KPI’s, CSAT’s and various other metrics Show less

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  Fuze: An 8x8 Company

  Jan 2015 - Aug 2015

  Carrier Analyst (SIP - VoIP)

  ➢ Manage all technical aspects of telecom carrier relations for the company➢ Interface with Carriers for PRI and SIP lines for Fuze VoIP integration➢ Configure SIP trunking globally between the PSTN/ITSP and SIP Gateways and SBC’s➢ Modify Asterisk dial plans, SIP Peering and analyze call traces with Wireshark➢ Administer planning to implementation, as well as follow-on support including testing➢ Communicate technical requirements verbally, wiki's, spreadsheets, and diagrams➢ Drive projects to completion by utilizing superior vendor management skills➢ Provide superior follow-up skills to keep projects moving forward➢ Configure SIP failover services (DR) between the dedicated data centers➢ Configure call termination within the Asterisk Dial plan coding logic➢ Work with Engineering and Project Managers deploying data center expansion➢ Investigate call quality issues such as jitter, latency, QoS and bandwidth contention➢ Problem ticketing and escalations tracking conducted by JIRA Show less

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  Auvik Networks Inc.

  Feb 2018 - Apr 2020

  Senior Technical Support Specialist (SaaS Network Monitoring)

  ➢ Provide deployment, platform, functionality, integration, and data networking support➢ Configuration support of Netflow, SNMP, SSH, Telnet, CLI, WMI, and other protocols➢ Perform and analyze TCP dump packet captures isolating traffic issues in session flows➢ Simple Python scripting using SNMP data for root cause analysis (RCA) initiatives➢ Host screenshare (Zoom) meetings for complex deployment and troubleshooting initiatives➢ Communicate and clarify to partners - reported alerting, utilization statistics, etc..➢ Configuration vendor support for Cisco, Meraki, HP, Fortinet, Juniper, SonicWALL etc..➢ Integrate various Hypervisors (VMware ESXi & Microsoft Hyper-V)➢ Integrate RMM's such as ConnectWise, ITGlue, Slack, Teams, Warranty Master etc..➢ Investigate product issues and bugs - escalate to the Engineering team if required➢ Create KB and Wiki articles for both partners and internal teams Show less

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  OpenText

  Aug 2020 - Jul 2022

  Senior Technical Support Specialist (Remote - North America)

  ➢ Provide software installation, network deployment, and operational technical support➢ Subject matter expert for Global Technical Services (GTS) in North America➢ Setup, test, and replicate installation issues within sandbox environments➢ General cloud integration support and operations - Azure, AWS➢ Escalation contact for Tier I and II Analysts in issues resolve➢ Mentor others within the team and author KB articles for internal reference➢ Review queues and provide feedback to technical specialists and management➢ Schedule bridge calls with clients supporting installation and operation➢ Author KB articles, deliver technical training and knowledge transfers (KT)➢ Use Wireshark and Fiddler for tooling for RCA analyzing session connectivity➢ Act as On-Call rotational prime support in North America when required➢ Engage regularly with Engineering on Microsoft Teams to discuss escalations and status➢ Manage ITSM ticketing system - effectively documenting issues from cradle to grave➢ Weekly team meetings to discuss ticket KPI’s, CSAT’s and metrics Show less

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  NetBrain Technologies Inc.

  Dec 2022 - now

  ➢ Provide post-implementation leadership with key Enterprise (Fortune 500) customers➢ Execute adoption strategies of our automation platform and remove barriers➢ Be the trusted advisor and voice of the customer with a focus on driving value and ROI➢ Promote customer satisfaction and loyalty by demonstrating an understanding of critical issues➢ Open doors to new use cases, champions, teams, and in general, elevating NetBrain for each customer➢ Prepare, schedule, and conduct monthly/quarterly account reviews ensuring ongoing success➢ Capture, document and present various positive outcomes and ROI on our platform➢ Provide information on product upgrades and educate them on their uses and benefits Show less ➢ Interface with Network Engineers, Architects, and Executive Management teams in solution selling.➢ Build custom use case demonstrations of the NetBrain platform highlighting value and ROI. ➢ Identify pain points, gaps or opportunities towards upselling features and renewals.➢ Provide technical direction for members of the CSM, Pre-Sales, and BDR teams.➢ Conduct bi-weekly live webinars which are custom tailored and available globally.➢ Oversee a small team of Demo Engineers interfacing with CSM teams.➢ Conduct interviews for new hires and lead training initiatives. Show less ➢ Provide Pre-Sales demo's of NetBrain Software providing solutions and promoting ROI➢ Coordinate development of use case scenarios based on client feedback and requirements➢ Interface directly with Network Engineers, Managers and business stakeholders➢ Apply NetBrain to identify and help resolve issues with QoS, MPLS, BGP, Multicast etc.➢ Collaborate with Product Management to incorporate new product features into demos➢ Work with Marketing to deliver high quality webinars and video content promoting platform➢ Provide technical assistance to the strategic and enterprise account team when required➢ Provide recommendations on potential product improvements to the product development team ➢ Maintain and administer the demo environment to ensure everyday functionality Show less

  • Customer Success Manager

    Jul 2024 - now

  • Demo Engineer II (Pre-Sales Engineering)

    Feb 2024 - Jul 2024

  • Demo Engineer I (Pre-Sales Engineering)

    Dec 2022 - Feb 2024