Adam Potter

Experience

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  Teleperformance, USA

  Oct 2001 - Sept 2002

  IT Manager

  Maintained an active network of 150+ users.Assigned calling lists and managed system performance.Maintained the call centers’ Linux servers and SQL databases.Developed custom applications to increase call center productivity.Imaged workstations with updated OS and application software.Performed regular system maintenance.Generated hourly and weekly status reports for upper management.Backed up call center data every evening.

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  Motorola Solutions

  Mar 2003 - Jul 2004

  Customer Service Manager / Quality Assurance Analyst

  Classified and analyzed feedback and measurements to ensure effectiveness of customer service communications. Used this data to provide advanced troubleshooting techniques.Researched and resolved escalation tickets from customer service and support.Monitored technicians’ call and email support quality to make sure they meet a set criteria.Coached technicians on how to improve their performance while offering their supervisors advice on how to provide additional support to their teams. Show less

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  Charter Communications

  Jan 2004 - Sept 2007

  Broadband Technician II

  Installation and repair of high speed data and television service.Handled commercial accounts for installation and service calls.Performed maintenance of outside plant facilities.

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  World Connectors, LLC

  Sept 2007 - Jun 2008

  Systems Integration Manager

  Consulted with clients to determine suitable network solutions.Installed and configured routers and switching equipment.Configured workstations and peripherals to client’s network.Installation of CAT5, termination of 110 patch panels and certifying lines.Oversaw a small team of technicians on pre/post wire projects.

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  YRT2

  Sept 2008 - Mar 2009

  Lead Technician

  My role at YRT2 included project planning to design and installation of each project.Performed FTTH installations which included fusion splicing (used Fujikua SpliceMate).Completed various integrated solutions involving custom audio/video distribution as well as in home security systems.

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  Hargray Communications

  Jun 2009 - Aug 2013

  • Senior NOC engineer for a Cable triple-play service provider, role includes primary network contact/lead for Juniper core network, transport network, frontline for Central Office and Head End issues, Systems Administration, Video On Demand, IPTV, Fiber-to-the-Home, various Metro-Ethernet platforms, Calix AE & GPON, Cable Customer CMTS/HFC network, and Juniper SRX.• Primary point of support and escalation for the following platforms: Arris CMTS, Juniper MX routers & EX switches, Juniper SRX Firewalls, Occam & Calix transport platforms, Windows MMR IPTV system, Continuity Power Supply monitoring, Cisco DNCS, Fujitsu transport, Netcool alarm monitoring, Arris VOD, HP Wireless and various other systems and applications• Daily duties include; proactively monitoring Juniper core network for potential issues, troubleshooting/monitoring Routing & Switching, BGP, MPLS, OSPF, and VPLS Instances. Creating and implementing network/systems changes as required. Working with vendors to troubleshoot issues and assist with proposing improvement changes to various platforms, responding to all alerts reported by various monitoring tools. These would require investigation, troubleshooting, fixing the issue, escalation to vendor as required and finally root cause analysis.• Assist headend and/or work with vendor troubleshooting channel outages, customer set-top box & dvr issues, VOD issues, HFC network issues; subject matter expert for new Microsoft Mediaroom IPTV platform; assist cable maintenance dpt. in tracking down and resolving noise, signal, upstream/downstream etc. issues with nodes and fiber cable; implement network changes & maintenance on various platforms; work with vendors at a root level on various systems to troubleshoot issues, perform maintenance, etc. Show less

  • NOC Engineer

    Nov 2012 - Aug 2013

  • NOC Technician

    Jan 2012 - Nov 2012

  • Support Technician

    Aug 2010 - Jan 2012

  • I&R Technician

    Jun 2009 - Aug 2010
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  BFG Communications

  Aug 2013 - May 2015

  Senior Network Administrator

  • Senior Network Admin for a large marketing company. In my position I maintain the companies’ enterprise network, and over 20 remote office networks.• Since coming onboard I’ve been tasked with completely redesigning the network, while creating detailed documentation of all changes.• Administering the following platforms: Cisco Call Manager/Unity (CUCM), Cisco ASA, Cisco ISR, HP Procurve, Meraki, Ubiquiti EdgeMax and Watchguard Firebox.• Notable accomplishments: Implemented layer 3 functionality on the core switches; this provided additional redundancy on the campus network, while reducing strain on both or the core router and metro ethernet circuit. Coordinated the conversion of nearly 30 networks from WatchGuard firewalls and Cisco ASA to a full Cisco Meraki Network, while implementing a completely meshed VPN network. Implemented sys logging and alert based ticketing with Solarwinds NPM and Kiwi syslog server. Coordinated numerous metro ethernet upgrades for branch offices. Prepared the network for Cisco Unity installation; design, vlan, routing, qos profiling, switch port assignment and deployment. Design and configuration of multihomed BGP connection to our internet provider. Designed a point-to-point wifi solution to extend network access in areas of the campus where hard lines could not be run. Designed and spec’d a 10Gig campus network. Show less

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  Palmetto Rural Telephone Cooperative, Inc.

  May 2015 - now

  Systems Engineer