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PHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEMitchell Pinchuk Network TechnicianSummary of qualificationsTechnicalskillsStrong management and supervisory skills. Demonstrated experience in customer-focused troubleshooting. Telecommunications in the private sector and the Department of Defense Voice as well as Digital communications. Highly knowledgeable in monitoring, testing, and restoring of Data/IP and Transport networks. Proven ability to perform multiple tasks and works well under pressure.Cisco, Juniper, Adtran, Adva, Alcatel Lucent, Cyan, and Overture routers as well as Cisco, Aruba and Juniper switches as well as Accedian NIDs (User Network Interface devices)Infinera, MetaSwitch, and Calix Management Systems (CMS) as well as Optical Network Termination (ONTs), Wireless Internet and Access Points, and Vaonet Network MonitoringCustomer service, desktop support, and conflict resolutionRemedy, Salesforce, and other trouble reporting systemsTesting and troubleshooting on Sonet/SDH, and DS0 thru OCn/STM levelsVoIP equipment, SIP, Cisco Call Manager, and call trace applicationsMonitoring and programming of various switches, multiplexers, prominas and modemsMaintained high customer satisfaction surveys using a focused Win-Win strategyAruba ClearPass Guest and Policy Manager, Aruba AirWatch and Mobility MasterWork experienceGaylord Rockies Aurora, CO November 2018-January 2019Network Specialist, Working on the Gaylord Rockies Convention and Guest NetworksIn charge of the Gaylord wired and wireless networks to include DNS and DHCPResponsible for multi-level network issue isolation and network remediationLead a group of 8 technicians, coordinated their training/process developmentCoordination of training for guests, customers, vendors, and other network usersInventory control/maintenance. Equipment RMAs as well as process writing/documentationVlan and network segmentation to usage requirements, as well as bandwidth limitationCreation and deletion of SSIDs and WiFi Simplified accounts per SLAs and requirementsMaintenance of users, groups, and printers in Active DirectoryNetwork circuit and incident management. Ensuring circuit/network performance per SLAsNetwork troubleshooting and administration, as well as reportingDesigning customer and guest networks around size and bandwidth restrictionsAllo Communications Highlands Ranch, CO April 2017-March 2018Network Operations Center Technician, Worked in the NOC to resolve complex Network and Customer issues.Remotely logged into Cisco and Juniper routers and switches, and Cyan devicesSome exposure to F5 Load Balancers. Troubleshooting TCP/IP using OSI modelWorked to Install and configure the NOC lab equipment for testing of break/fix proceduresWrote and documented work policies and procedures to train/mentor other techniciansTrouble ticket creation and management. Verified SIP traces to isolate customer issuesNetwork monitoring/maintenance, troubleshot customer issues using network optimizationMonitored and researched network circuits and incident management, root cause analysisStrong troubleshooting network and customer circuit issues in a low latency environmentMaintained uptime and statistics. Troubleshot BGP, DHCP, DNS, and NAT circuit issuesResponded to network incidents as well as escalations and escalation managementMaintained policy enforcement for customer and network circuits, and risk mitigation procedures. Operational and product support for customer software and hardware issuesZayo Group Denver, CO January 2016-March 2017Ethernet Install Technician, Ethernet Engineering to resolve complex installation issues.Remotely logged into Cisco and Juniper routers and switches, as well as Cyan and Accedian and Alcatel Lucent devices, as well as Cisco ASRsTroubleshot fiber issues within the United States and Overseas in order to maintain fiber continuity, and circuit handoffs both UTP, and fiberConfigured test interfaces by removing customers from NNI (Network to Network Interfaces)Coordinated, set up, and tested RFC 2544 in order to confirm circuit delivery to customer-ordered specifications and RFPs. Designed/built circuits EoC, EoF, EoTDMCircuit activation and provisioning management. Drove diagrams in PowerPoint and VisioLevel 3 Communications Greenwood Village, CO May 2012-September 2015Data/IP and Transport Technician, Worked in the Customer Assurance Team to resolve complex data and transport issues over various data and transport products.Remotely logged in to Cisco, Juniper, and other router and switch types in order to troubleshoot customer reported and alarm generated issuesReceived over 10 awards using customer-focused troubleshooting and customer skills in order to isolate complex data and transport problems to line or equipment levelsIsolated transport issues, and reported problems and worked with off-net carriers as necessary to troubleshoot/resolve customer data or transport issuesWorked with over 15 different ordering, billing, and bandwidth systems in order to verify usage and customer reported problemsTroubleshot transport circuits with React test units to prove isolation of reported issuesExperience in Lan/Wan, TCP-IP, BGP, MPLS, Ethernet and Metro EthernetStrong focus on customer experienceDevice configuration and replacement to include point of failure testingWorking with customers in order to determine the root cause of issues, and their resolutionsCOMCAST, Greenwood Village, CO April 2006-April 2012VOIP Technician, Worked in the National Activation, Security and Repair Center to resolve Customer problems with Comcast Digital Voice Products.Worked with 10 different provisioning systems, billing systems, and remote switching systems in order to verify and repair customer-ordered features and provisioningParticipated in Quality Assurance team in order to decrease teams trouble MTTR (Mean Time to Repair) by 40%Used Remedy Ticketing System and reduced personal MTTR by over 100%Advanced knowledge of IMS, BTS and Safari View Digital Switching SystemsConfigured Digital Switching Systems and remote equipment as necessary in order to ensure prompt problem resolutionUsed customer-based troubleshooting to achieve one of the highest ratings in customer service based on customer feedback within my division (80%)U.S MILITARY Honorably discharged veteranEducationCisco Certified Network AssociateCurrently studying for a CompTia Security +Metro Ethernet Forum-CECP 2.0Juniper Networks Certified Internet AssociateMBA with an emphasis in Technology Management, University of PhoenixBachelor of Science in Computer Management, Metropolitan State College, Denver, ColoradoBachelor of Commerce in Accounting and Management, Concordia University, Montreal, Quebec