Chad Dodson Email & Phone Number

Raleigh-Durham, North Carolina Area

 Remotely troubleshot and supported 800+ sites nationwide with their community service Wi-Fi solution with an assortment of different solution set ups:o Centralized – Firewall, Switches, WAP’s with one SSID for site.o Distributed – Routers, Modems, WAP’s with one SSID per unit.o Epproach – Hybrid with many different variations. Key technologies and challenges:o AAA authentication and RADIUS authenticationo Headless Devices (speakers, printers, televisions)o Wi-Fi performanceo Firewall issueso Switch configurationo Firewall configurationo Splash Pageso End user devices of all kinds Common Vendors and technologies:o Ruckus controllers – Cloud, Virtual Smart Zone, Smart Cell, and on site controllers.o Cisco controllers – Wireless LAN controllers and Cisco Prime.o Brocade & Cisco switches utilizing both copper and fiber.o Cisco Webex Meetings and Teamso Citrix CSG, ICOMs, Salesforce, VMWare (all mostly for documentation and dispatch).o PuTTY, SecureCRT, Wireshark (for packet capture and analysis), Terra Term. Cross-referenced many independent systems to find information needed to complete each task. Member special project team tasked with cleaning up department operations. Performed the role of subject matter expert (SME) to assist the rest of the tier 2 team with issue resolution. Created a wide array of Method of Procedure (MOP) documents to expedite troubleshooting and distribute specialized knowledge.  Worked with third party vendors to install equipment necessary for daily operations of the clients. Resolved site wide outages and other complex issues:o Unexplained slowness across only a single building at a site of nine buildings.o Circuit under/over utilization causing intermittency.o STP issues causing loss of service.o General escalations with no defined resolution process assigned to the problem management priority team.

Raleigh-Durham, North Carolina Area

Provided assistance and troubleshooting for The Home Depot VoIP phones, printers, alarms, and sound systems.

Liberty, Sc

Served in a managerial role each day leading one of three different lines. Primary responsibilities: * Daily production paperwork - including downtime tracking* Training new employees to be leaders* Diffusing arguments* Filling in for roles on the line as needed* Inspecting and packing parts

Delivered products to customers in a timely and efficient manner. Closed the store multiple times a week.

Delivered product to customers while maintaining customer service excellence standards put forth by Papa John's. Settled disputes between drivers and management, cross-trained many of my peers, and monitored dough "proofing" to ensure excellent quality.