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• Consolidated data centers to reduce operational expenditure• Created and managed AWS VPC, HA, NAT Gateway and Security Groups• Created bash, expect and python scrips to automate common tasks and generate notifications for conditions that are not captured in traditional monitoring• Established standards and best practices for core and access network configurations• Created templates for professional services teams to use during customer turn up• Assisted other network engineers as needed to ensure project timeline• Handled high profile core impairments that affected voice, video and data traffic

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 • Dispatched technicians to address network issues at remote locations • Leveraged network monitoring tools to identify trending performance issues • Communicated RFO's to customers

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• Worked closely with internal carrier, device development / certification, NOC, software, applications and operations engineering groups to identify and coordinate product enhancements and workarounds• Configured computers, routers, modems and switches to address networking issues• Handled issues related to CPE and SOHO equipment

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• Consistently exceeded company key performance indicator standards• Implemented as a SME to resolve agent escalations and de-escalate irate callers• Provided guidance and development to new and current employees

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• Performed data backups and recovery• Thoroughly documented all work performed• Processed returns, exchanges and warranty return authorizations• Assisted with inventory management to reduce shrinkage