Aaron Cook Email & Phone Number

Holmdel, New Jersey

• Architected, installed, managed and maintained nationwide SD-WAN infrastructure
• Configured, maintained and troubleshot Cisco and Juniper routers, switches and firewalls
• Installed, configured and managed RANCID servers for configuration backup
• Converted and migrated core and customer services from Cisco to Juniper across a nationwide MPLS footprint
• Diagnosed and resolved complex technical issues including but not limited to routing, switching, QOS, MPLS, L3VPN, BGP, Spanning Tree, Route Reflection, OSPF, IPSec and GRE tunneling
• Installed, configured and managed TACACS+ servers for user authentication and command authorization

Holmdel, New Jersey

• Diagnosed and resolved complex technical issues related to routing, switching, ACL's, SNMP, DNS, DHCP, NAT, QOS, IPSec and GRE tunnels
• Coordinated with internal and external support teams to perform root cause analysis and coordinate repairs and workarounds
• Used internal ticketing systems to meticulously document, track, escalate and manage issues to resolution
• Acted as a subject matter expert to educate and assist other technicians with various technical issues
• Completed support projects as needed to drive customer support initiatives
• Configured, maintained and troubleshot enterprise grade Cisco and Juniper routers, switches, firewalls, and adtrans

Holmdel, New Jersey

• Utilized internal ticketing systems to investigate and address escalated issues
• Resolved complex technical issues dealing with various platforms, operating systems and applications regarding inbound and outbound calling, caller ID, call features, local number portability and order fulfillment
• Coordinated with external carrier groups to correct call impairments
• Used packet capture software to analyze SIP signaling
• Operated independently while contributing as a team to exceed organizational goals
• Analyzed and escalated unresolvable trending systemic issues

Holmdel, New Jersey

• Thoroughly investigated billing disputes related to call duration, international calling and recurring monthly service charges
• Operated independently while contributing as a team to exceed organizational goals
• Analyzed and escalated unresolvable trending systemic issues
• Processed daily locked and failed order reports
• Performed data analysis and reporting as requested by management
• Coordinated and managed 3rd party device installation and wiring needs

Holmdel, New Jersey

• Diagnosed and resolved installation, no dial tone, audio and other technical problems
• Addressed billing and local number portability concerns
• Debugged Vonage equipment to troubleshoot, isolate and resolve performance issues
• Utilized interpersonal skills to tactfully manage stressful interactions and ensure customer satisfaction
• Identified and escalated unresolvable technical issues involving features, devices and call impairments
• Methodically documented and tracked escalations to ensure issue resolution

Holmdel, New Jersey

• Identified and replaced defective hardware
• Resolved software conflicts and issues
• Performed hardware and software upgrades
• Optimized computer performance
• Conducted malware removal
• Facilitated the sale of upgrades and in-home / store installation solutions