Experience

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  Kdi, internet services

  Jan 1998 - Dec 1998

  Network support
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  Jump.net

  Jan 1999 - May 2002

  Network operations engineer
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  Sfi group, omniscreen

  Oct 2002 - Mar 2004

  Web developer
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  Wayport

  Jun 2004 - May 2015

  • Installation and management of Linux servers running proprietary and non-proprietary firewalls and connection software on an enterprise LAN. • Installation and management of various other networking devices used in Retail and Hospitality industries including, but not limited to: Cisco routers, switches and AP’s, D-Link switches and AP’s, Aruba AP’s, CradlePoint cellular modems, and Bel-Air AP’s.• Identifying and isolating issues on enterprise LAN and WAN networks through monitoring and client feedback, analysis of potential impact to the client, and working proactively to meet SLAs and client expectations.• Provide comprehensive Enterprise network support for Hilton Stay Connected and Hospitality clients including, but not limited to: The Beverly Wilshire, Four Seasons, Starbucks, McDonalds, and Barnes & Noble.• Layer 1 through 3 troubleshooting on WAN technologies including: T-1, DSL, Cable, Metro-Ethernet, Fiber, 3G/4G LTE.• Updating data in a trouble ticket system to document issues including diagnostic results, communication, and all stages of the repair process.• Managing communication and coordinating repair efforts between customers, ISP’s, and 3rd party vendors, and internal departments to achieve issue resolution.• Responsible for working Service and Account Management escalations to the NOC, taking issue ownership and performing in-depth analysis and troubleshooting, and ensuring expedient and thorough issue resolution to meet client expectations. • Work with dispatched field technicians on repairs and equipment bring up procedures, and ensure thorough and efficient completion of jobs while minimizing costs and downtime for clients.• Subject Matter Expert on Cellular Modem Deployments as primary, secondary, and failover WAN circuits on pilot and proof of concept sites, and responsible for building and updating NOC knowledge base for any areas related to this subject. Show less

  • Network Operations Support Lead

    Apr 2011 - May 2015

  • Network Operations

    Jun 2004 - Apr 2011

  • Customer Support Specialist

    Jun 2004 - May 2005
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  Milestone technologies, inc.

  May 2015 - May 2017

  Tier 1 pes noc engineer

  eBay MTBB NOC duties: monitoring all global production fiber backbone circuits via SevOne and Observium; rapid response to NMS alerts per client SLA's, ticket creation, documentation and escalation of issues to internal & external teams.Acted as Incident Manager for MTBB NOC, responsible for all 3rd party vendor communication, TT creation, escalations and RFO's; coordinating troubleshooting & crisis bridge calls, vendor maintenance requests, creation of CR tickets to modify or troubleshoot production circuits & equipment, leading handover meetings, and coordinate communication between MTBB and other teams.Duties on eBay's NST focus on rapid diagnosis and break/fix support of all production network equipment within the company's DC and corp facilities worldwide, intercolo fiber backbone circuits, and ISP peering circuits. Support of the production network, including monitoring all production network devices at all layers via TRACE & NetRanger, working with TDO and other teams to determine potential impact to business, participating in TCB calls to resolve high severity issues, executing steps to diagnose and isolate service impacting issues so operations successfully failover to redundant links and hardware.Ensure strict adherence to change management policies, and diligently write, edit, and rewrite Change Request tickets to match company SOP's before submitting for approval.Special Assignments: Compiled critical data on all fiber circuits, including cross-connect info from Colo facilities, circuit protection status, and any with multi-vendor hand-offs requiring unusual LOA's. Initiated project to start tracking and properly escalating chronic circuits with multiple fiber transport circuit vendors. Show less

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  Experimental desktop and server security

  May 2017 - Apr 2019

  It, linux system admin, network engineer/security/operations
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  Golden frog, gmbh

  Apr 2019 - Sept 2019

  Level 1 customer support

  Provided front line support for technical and account related issues to customers from all consumer brands. Be the advocate for the customers.Duties and Tasks:Provide real time support for technical and account related issues for VyprVPN, Giganews and Outfox customers in chat.Process chat interactions with customers (up to 3 simultaneous interactions).Present probing and discovery questions to customers.Draft answers to customers based on available knowledge resources in order to propose test, and confirm resolution.Proactively confirm customer's satisfaction and apply available efforts to assure customer retention.Provide front line support for Texas.net customers.Answer technical and account related questions for Texas.net customers via email or voice interactions.Process testing protocols in collaboration with Dev Ops team.Replicate identified problems.Validate protocol connection issues.Test operating system issues.Maintain daily knowledge on company’s state.Review CSI platform.Read Daily Report.Review Slack channels.Review trouble tickets in Zendesk.Act on informal training.Work Tools:Zendesk, Snap Engage, Office Suite, JIRA, ConfluenceIntranet, VyprVPN, Outfox, RDP Show less

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  Mitel

  Jun 2020 - Sept 2020

  Network operations center engineer

  L1/L2 support for On-Net tunnels and primary routersProactive monitoring using HP OpenView® (HP NNMi)Troubleshooting of managed routers and switches.Troubleshooting connectivity issues of T1 & Ethernet Circuits.Deployment configuration of routers for existing customersCoordination with vendors (Service Providers) & Network team for L3 support Installation/Configuration and Implementation of Network devices.Coordination with Customer and field engineers.

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  Endace

  Sept 2020 - now

  Senior customer success engineer

  - Work closely with customers to resolve reported Endace Probe software, and hardware issues- Working with senior internal and external personnel to improve on process and delivery- Responsible for recreating and troubleshooting customer support cases- Responsible for effective monthly reporting on support activities- Create knowledge based articles for issues identified in the field- Perform rostered on-call duties to facilitate in Endace’s 24/7 global support service- Perform on-site customer support duties as required- Take ownership of a customer cases/issues. - Customer Success point person for highly sensitive customers - Assist with datacenter facility issues Show less