Boothe, Alex Email & Phone Number

Bear, De, Us

Wilmington, Delaware

 Level 2 support for Berkley Technology Services (BTS) Monitor and maintain systems in a highly available production data center Systems include but not limited to SolarWinds, Fluke, StruxureWare  Provision and troubleshoot Avaya phones and voicemail for the BTS companies Provision and troubleshoot Cisco phones, voicemail, Jabber and WebEx Efficiently work tickets assigned to the NOC in the Service Now ticketing system Create task and engage various BTS business groups to ensure quick resolutions to network issues Rack/stack equipment in the data center Created and implemented Standard Operating Procedures (SOP) for the data center Engage BTS business groups to create SOP's for processes the NOC can assume responsibility Created and implemented the data center daily walkthrough Member of process improvement group Maintain the BTS naming convention for routers and switches Maintain SolarWinds maps for BTS sites worldwide Reserve IP addresses via IPAM for all departments Investigate high bandwidth utilization in order to determine root cause Engage carriers in order to bring quick resolution to network outages Created and implemented Cisco phone inventory Assisted with the complete data center move Attended training sessions for SolarWinds, Fluke and StruxureWare

West Chester, Pa

 Line Systems network includes but not limited to Cisco TA3000, Cisco TA5000, Samsung routers, Calix routers and MetaSwitch. Troubleshoot, via command line interface, Adtran 600, 900, TA3000 and TA5000 series routers as well as Edgewater, Samsung and Calix Routers. Monitor for errors for bouncing circuits and dispatch either an LSI technician or a Carrier technician. Test head to head with field technicians. Test and accept new circuits with the carrier.  Alarm monitoring of POTS, ISDN, DSL and T1 equipment. Responsible for the monitoring of Nagios, EdgeView, Trunk Group Utilization. Monitored and responded to issues including no dial tone and static on phone lines, DSL outages, T1 circuit failures and carrier outages. Port out processing via Verizon Local Services Interface – LSR Processing. Proactive loop testing with Cisco routers to confirm the next day install would complete without issues. Tracked issues though Line Systems Hub ticketing system.

 24X7 alarm monitoring and initial triage of transport SONET, MPLS, and data solutions, including all associated ancillary equipment.  Responsible for monitoring tools, such as NetCool, UGEV, Solar Winds, and WebNMS for proactive and reactive network issues.  Monitored and responded to issues relating to fiber, including fiber cuts and “dirty” fiber signals, as well as broken and unresponsive telephony transport equipment.  Responded to all transport, data, switching, and IP network facility troubles.  Transport network consisted of various types of transport equipment, such as Cisco 15454, Fujitsu, Nortel, Adtran, Lucent DMX, and Ciena.  Switching network consisted of Lucent 5ESS and Nortel DMS 500 switches.  VOIP network included MetaSwitch and several voice gateway products, including Genband G6, Nuera, and Lucent iMerge.  Dispatched and coordinated field technicians to fix service-affecting issues. Researched, measured, and analyzed network health and performance. Change management, including maintenance and change requests to ensure proper, timely, and consistent equipment and software updates.  Tracked issues through the NATS and CRS ticketing systems.  Successfully mastered the following systems: NetCool, DPS, OneLink Manager, NATS, Talk America, Operations and Engineering Console, CRS, UGEV, Jetstream, and other multiple programs used on a daily bases in the NMC.

 Troubleshot Comcast Digital Voice phone issues, utilizing tools that correlated network issues to customer trouble tickets.  Provisioned phone service for field technicians in soft switch. Identified, isolated, and determined a resolution for Comcast high-speed Internet and other network issues.  Adapted to and learned all tools, new and existing, to ensure the highest level of technical support possible.  Performed notifications and escalations with technicians, supervisors, technical managers, and dispatch and call center personnel.  Created and administered training classes for new and existing Advanced Technical Support representatives.

 Reported as well as created and maintained spreadsheet for Fraud Detection and Fraud Services managers.  Completed 800 to 900 account checks for fraud associates on a monthly basis for incentive purposes.  Partnered with the scheduling of both Fraud Detection and Fraud Services.  Improve Motivation Through Performance and Quality (IMPAQ) team to help struggling associates perform to Acquisition Department standards. The IMPAQ team was successful in retaining associates who received disciplinary warnings due to the quality and quantity of their work.Accomplishments: Top-performing team in Collections.  Top performer in the customer card Fraud Department

Basic Non-Commissioned Officer (BNOC) Training