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Click here or scroll down to respond to this candidateCandidate's Name
Broomfield, Colorado Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEhttps://LINKEDIN LINK AVAILABLESUMMARYA resourceful and highly knowledgeable operations technician specializing in the telecommunications industry, with a strong background in service activation, user support and troubleshooting, escalations oversight, technology implementation, and reporting/documentation. Excels at developing and strengthening client relationships to better promote retention and loyalty. Provides day-to-day functional and technical support to customers, including conducting testing and troubleshooting. Performs incident management on critical issues for customers to minimize impact on business operations, effectively ensuring the best possible levels of service quality and availability at all times.Equipment ManagementCustomer RetentionOutage ManagementTechnical SalesClient Training/EducationSecurity ManagementTECHNICAL SKILLSIDS, Solar Winds, Netcool, ArcSight, Sourcefire, Nagios, Palo Alto, JuniperEXPERIENCEWINDSTREAM, Broomfield, ColoradoService Activation Tech II, 2022-2023Instructed field techs to install equipment at customers businesses.Activated devices to achieve connectivity.Tested to ensure phones and credit card processors worked properly.Worked with customers, vendors, and field personnel to turn up data networks and equipment, including SDWAN Fortigate, SDWAN VeloCloud, Cisco Meraki Firewalls, Cradlepoint Access Points, and bandwidth diversity boxes.CENTURYLINK, Littleton, ColoradoSDWAN Operations Tech II, 2018-2020Prioritized escalations based on severity and importance.Handled incoming phone calls from customers on outages and additional requests.Performed troubleshooting steps on contemporary technologies, including MPLS, TDM, Ethernet, TCP/IP, BGP, QoS, and IP. Interfaced with fiber vendors, telecom providers, and other entities on complex technical matters.Utilized technical sales experience to upsell products and additional features to meet needs of customer.Monitored, responded to, and resolved network alarms.Ensured services conformed to customer-mandated SLAs for latency, packet loss, and throughput. Tested via standard protocols.Provided training to customers on SDWAN Versa dashboard.GB PROTECT, Englewood, ColoradoSecurity Operator II, 2017-2018Investigated IP addresses to determine malicious alerts.Handled incoming client phone calls and emails (categorized by level of urgency) and provided details to clients and teams necessary to perform requested services.Reviewed customer dashboards and ArcSight HSE Channel to verify ArcSight Agents remained alive.Performed device health monitoring, using ArcSight, Nagios, and Sourcefire.Scanned and uploaded firewall change requests and performed blocks as needed.Completed troubleshooting steps on device down messages, including Checkpoint and Palo Alto firewalls.Verified data flow from sensor to defense center, ensuring traffic dropped before escalation to client.Performed weekly system and patch maintenance on Checkpoint and Palo Alto firewalls.Generated regular reports for executives and administrators.ISTONISH, Englewood, ColoradoNOC Technician, Incident Management, Service Analyst, 2016-2017Led incident management by providing remote device monitoring of network infrastructure and appropriate escalations.Operated as single point of contact for multiple contracts with service providers.Used N-central remote software to log into servers and network infrastructure to identify and resolve issues.Worked with and utilized Autotask and ServiceNow to log, update, and escalate tickets to correct group.EDUCATIONCOLORADO STATE UNIVERSITY, Fort Collins, Colorado, B.A., Social SciencesCERTIFICATIONITIL Version 3 CertifiedPROFESSIONAL DEVELOPMENTCertified Ethical Hacker V8Security+ CertificationCustomer Success Management FundamentalsOnboarding and Adoption for Best Practices Customer Success ManagersCustomer Retention |
