Objective: Quality-focused IT professional with 15+ years of experience as systems engineer and software/hardware support specialist. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Comfortable operating in a wide range of platforms and environments. Effective communicator; able to explain complex processes in easy-to-understand terms for end users. Skilled in proactive identification and resolution of critical systems/network issues.
Skills
10 + years of professional technical support & digital multimedia support
10 + years of Cable of Telecommunications Technical Experience
Approach, Access, SS7
Basic, Back-office, Supervision
Broadcast, Office, Switchboard
Cable, Windows, Switches
Cisco, 3.1, TCP/IP
CMS, Monitors, Technical support
Hardware, Multimedia, Telecommunications
Controller, Network, Telephony
Client, Networking, Telnet
Data analyst, Networks, Troubleshoot
Databases, New product development, Troubleshooting
Conducts expert-level troubleshooting and analysis, including code-level and diagnostic log analysis.
Responsible for assisting both Tier I, II, and III with research and development of solutions personnel
Responsible for training all down-tier support teams on troubleshooting methods, issues, identification, and resolutions.
Manage events by detecting and indentifying issues and clarifying symptoms by working to restore services.
Translate support issues identified from escalations into changes to the design of the infrastructure and applications.
Contribute to new product development through reviews, testing, and readiness' and transition activities.
Perform data analyst of servers and incoming data streams to provide proactive troubleshooting and insight to identify and detect growing problems and prevent outages to the entire market.
Provides support to National Video Back-office teams to ensure there are no conflicts with IP addresses and program guides.
Monitored video databases to ensure network and database congruency performs daily system health checks on Cisco/Arris controllers.
Updated quality control standards, methods and procedures to meet compliance requirements.
Assisted with single entry point for complex chronic incidents such as Client errors, MOCA Networks, DOCSIS.
Video On Demand, Switched Digital Video, IP Address Conflict, Program guide, Channel issues and IP Protocols.
Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Helped streamline repair processes and update procedures for support action consistency.
Provided technical support, incident handling and resolution of complex customer escalations from Field Services, Business Teams, Tier 1 and Tier 2 organizations.
Provided support for product applications such as, Telephony, Broad Band Internet, Email, and Cox Home Life.
Vast knowledge in advanced telecommunications tactics and the ability to work collaboratively across Tier 1 customer facing teams, Tier 2 Network Operations Centers and Tier 3 and 4 Dev Ops and Engineering teams.
Equipped and organized facility to comply with company strategy for online and offline quality controls.
Performed service validations based on product, service, or application functionality and operations use.
Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
Monitored and analyzed system performance, such as network traffic, security and capacity.
Evaluated hardware and software to determine efficiency, reliability and compatibility with existing systems.
NETWORK ENGINEER, 05/2009 - 06/2014 XFINITY COMMUNICATIONS – City, STATE,
Responsible for providing basic level of analysis and problem-solving
skills to resolve complex issues throughout the entire Company network.
Respond to escalations and resolves issues that arise from hardware and
software failures on the Company network.
Organizes and performs all scheduled maintenance activities and make sure it is correct on each end.
Provides surveillance for the network from the hub to the backbone.
Monitors VOD run stats.
Re-grooms existing channels.
Uses all available tools to monitor and isolate outages across all
product lines.
Acts as local liaison to identify, correlate, communicate, and verify
customer impact for nationally managed care team events.
Provides remote assistance by assisting with escalated calls and troubleshooting.
Assist with ordering hardware replacements on an as needed basis.
Identify platform impacting issues and partner with Tier 3 support teams and development to implement and test fixes and resolution.
Correlate communication of impacting events to Tier 1 partners and field front line leadership.
COMCAST, 06/2006 - 05/2009 TECHNICIAN – City, STATE,
Improved quality processes for increased efficiency and effectiveness.
Updated quality control standards, methods and procedures to meet compliance requirements.
Assisted with software installation, and windows interface and access the control panel to configure components.
Worked on drop system signal analysis, CPE to tap, CPE to first active device, HFC network infrastructure.
Assisted with product confidence through knowledge of company's products.
Worked on Comcast High Speed Data and Comcast Small Office Networks.
Investigated and resolved customer complaints to foster satisfaction.
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
