Aaron Brown Email & Phone Number

Washington D.C. Metro Area

• Provide full range of networking support to resolve customer reported issues.• Create and escalate tickets with other telcos to troubleshoot customer issues.• Configure and investigate BGP and static routes. Trace out routing paths on Cogent’s global backbone to investigate for latency/packet loss, link errors and congestion. • Configure VLANs and subinterfaces. Troubleshoot MPLS configurations and trace out MPLS paths using forwarding labels.• Perform hot cuts for all layer 1 – 3 services. Select ports, write configs, order dispatches, apply configs, test new circuits and dismantle old circuits.• Work on a variety of Cisco devices such as ASR9000 router, 7600 series routers, 6500 series switches, 4900 series switches.• Test and investigate Ethernet, fiber and LAG links. Troubleshoot errors, packet loss and fiber light levels. Tear down and rebuild circuit configurations. Convert layer 2 circuits to layer 3 in order to configure test IP’s and isolate packet loss.• Work with field technicians to turn up and test new links. Work with data center technicians to investigate cross connects. Perform bandwidth testing with IPERF. • Assist allocating new IP’s to customers and verifiy ownership of customer IP’s and ASN’s using whois databases.• Investigate capacity issues on customer circuits, backbone links and peering links.• Create DNS zones and A, Mx, CNAME and reverse DNS records.• Use management tools and systems including RANCID, Sharepoint and the Provisioning database.

Culpeper

• Resolve and report on customer/vendor queries and problems of medium to large complexity.• Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence.• Provide support on all technical problems within own area of expertise, through the provision of telephone or on-line support. • Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA.• Implement solutions and provide product-related consulting at customer/vendor/partner sites.• Participate in product specification reviews; perform acceptance testing to ensure supportability, usability, and delivery without undetected bugs.• Design staff training packages, update knowledge management databases and document problem management procedures for both existing and new products/services.• Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos.• Maintain client relationships and build client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement.• Participate in service improvement projects within own area by executing parts of projects. May at some point manage small projects.

Bachelor'S Degree, Computer Science

Associate Of Arts And Sciences (Aas), Liberal Arts And Sciences/Liberal Studies