· Effectively communicate with third parties such as partners and customers regarding technical issues and customer service inquiries.· Diagnose and troubleshoot wireless, security, switching, and other various network-related issues.· Own each customer case from initial creation to resolution.· Collaborate with other support team members to fix network outages, misconfigurations, and complex networking issues on customers' devices.· Read and analyze packet captures using Wireshark.· Work with engineering and management to diagnose and resolve critical, escalated issues.· Use acquired knowledge to suggest, edit, and write in-depth Knowledge Base articles.

• Acted as pre-sale and post-sale engineering for our Metaswitch HPBX business groups to ensure that customers received a solution that works well for their business needs and continues to solve their problems after the install. Various endpoints including Mitel 6800, Yealink C series/T series/DECT phones, Patton 4112, Algo 8180/8028.• Installed and maintained Dell Sonciwall SOHO 250 firewalls, Avaya 3xxx and Extreme 2xx switches to support our VoIP services and customer networks. As the go-to person among all support staff departments with networking knowledge, I helped coach coworkers and customers on supporting Northland's services.• Higher level support for our NOC to escalate issues for our HPBX and Sonicwalls. Volunteered assistance for all other NOC duties when help was needed.• Created supporting documentation using PHPKB for Northland’s data and voice services, including training material on how to troubleshoot all services the NOC and Installation support.• Installed and maintained Valcom IP6000 multi-site multicast paging system. Engineered a GRE overlay for the customer to work around their network’s lack of support for PIM.• Wrote simple Python 3 scripts to help automate long distance and routing for new Metaswitch business groups, business wide directory creation.• Installed and supported Avaya IP Office 500v2 and Server Edition platforms, as well as limited support for legacy ISDN and analog Nortel systems• Provided on site and remote support for escalations with CLEC services (POTS/PRI/Internet).

• As a more experienced NOC member I supplied support and training to internal team members, was able to update a number of internal documents for internal procedures in our knowledge-base software, provided solutions to issues my customers and their IT vendors faced, and did my utmost to support our sales and field technicians.• Provided support for business and home Internet; DSL/fiber/dial up/wireless, MPLS WAN services, and TeloIP SD-WAN.• Provided support for managed services; Plesk web and email hosting, BIND DNS, XMedius E-faxing, Metaswitch HPBX.• Troubleshoot problems through use of OpManager, SolarWinds, Metaswitch SAS, Cisco routers and switches, Calix CMS, various Linux and Windows tools, and clever problem solving.• Assisted customers with configuring their L3 and L2 MPLS WANs as the service provider using static routes and EIGRP.• Wrote a simple Python script to audit Northland's DNS, email, domain, and web hosting customers in preparation for a migration.

Provided web and desktop based application support in a Windows environment via phone and remote assistance. Accommodated access to shared drives and required remote applications through Active Directory permissions. Pushed out software updates to computers through the Dell KACE appliance. Minor network troubleshooting through the use of SolarWinds and other information gathering techniques to pass on to the Network Administrators.

I interned at the IT Specialist Helpdesk, assisting the IT Specialists with tickets, documentation, and other projects that were being worked on. Routine tasks included setting up thin clients, and small incursions into Active Directory and SCCM. I also have the opportunity to learn about projects the systems administrators are working on in a very open environment. Additionally, I learned how some of what I've learned in school is applied practically such as LDAP (MS Active Directory) and RADIUS. I also met with a supervisor bi-weekly to talk about how Northern Safety implemented SAN, Citrix, VMWare, and progress on PCI DSS.My manager assigned me to document the setup of the conference rooms and provide instructions on how to use one or both (they were connected). I used Visio to create a map of the layout and created a second page detailing the setup and use of wireless microphones, projectors, and audio. Then I created small cards for each conference room with quick and easily referenced instructions on using the equipment for coworkers using the facilities.

Supported field agents via phone and remote assistance. Duties included support for end users of Exchange, Securedoc Disk Encryption, proprietary software, and general computer maintenance including virus cleanup and removal in a Windows based environment. Minor network troubleshooting for home office residents and assistance with mobile devices as well for business related activities. As a project, I took it upon myself to update all of the documentation for common procedures such as setting up Exchange and in house WiFi for various devices.