Cody Hill-Macleod Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada, United States

• Certify customer premise equipment from various vendors such as Adtran, Cisco, Cradlepoint, Fortinet, Juniper, Silverpeak, Velocloud, Poly, and Yealink for use on the TPx SmartVoice/UCx network.• Create and execute quality assurance and regression test plans for the above listed product vendors• Implement SolarWinds NCM on the TPx network to manage 18k+ CPE configurations and protect customer premise equipment from security vulnerabilities and voice fraud.• Provide Tier 4 troubleshooting of voice/data customer premise equipment, customer facing organizations, and customer trouble ticket escalation and resolution.• Collaborate with internal departments, peers, and vendors to find solutions for customer issues and requests.• Team with the Advanced VOIP, Packet Engineering, Data Operations, Managed Services groups for design and optimization of deployed voice, data, SD-WAN, and hosted endpoints• Work directly with the Repair, Support, and NOC teams to manage both individual customer incidents as well as network wide outages.• Responsible for the design, configuration, and optimization the following elements: - VeloCloud, Fortigate, Silverpeak SD-WAN, Gateway, and Edge devices - Cisco ISR, Adtran TA, and Adtran NetVanta devices - Cisco CUBE supporting SIP Connect - Cisco, PolyCom, and Yealink IP phones - Metaswitch ISC

Las Vegas, Nevada

Responsible for leading the Premier Repair department, including (but not limited to): - Managing the Premier and Managed Services Repair department,- Monitoring and maintaining the call center and SLAs,- Training new and veteran technicians with legacy systems and new technologies as they roll out,- Creating and updating repair processes,- Handling any and all customer escalations,- Working directly with the Network Operations Center during network events to assist with diagnosis and resolution,- Working directly with other departments including the Alert Response, Managed Services, IP Engineering, Sales, Account Management, and Disconnects teams to manage any inquiries, requests, or trouble tickets,- Working customer trouble tickets to resolve network related issues and service requests to ensure timely and accurate resolutions.

Las Vegas, Nevada

Las Vegas, Nevada

- Responsible for testing / troubleshooting / repairing transport, voice, and data troubles for all customers with an MRC of $5000 and up. - Focused on repair for OSI layers 1 through 4.Including (but not limited to):- Monitoring systems proactively to minimize any customer downtime. - Working closely with customers to verify stability after repair completion. - Taking inbound phone calls while upholding Service Levels. - Working directly with LECs and ILECs, Field Operations, IP Administration, SDWAN Support, Translations, Account Management and Network Operations on repairs / maintenance.

Las Vegas, Nevada

Responsible for testing and troubleshooting Layer 1 voice and data circuits (T1, Ethernet Over Copper, DSL, POTS, and Fiber).

Las Vegas, Nevada

- Responsible for testing and troubleshooting Layer 1 voice and data circuits (DS0, T1, Ethernet Over Copper, DSL, and Fiber).- Responsible for receiving, responding to, and creating customer escalations quickly and thoroughly on a daily basis. - Work with Tier 2, IP Administration, Field Operations, and Network Operations in order to effectively resolve customer issues in a timely manner while upholding Service Level Agreements.

Las Vegas, Nevada

Responsible for taking customer phone calls and, clearing Layer 1 issues, and creating detailed trouble tickets while upholding and exceeding Service Level Agreements

Las Vegas, Nv

Responsible for providing the best in customer service, managing the register & inventory, understanding, strengthening, and reinforcing business rules & numbers.Part of a team that outperformed 1% of the corporation in 2014 and receive a Customer Service Excellence award in 2015.

Bachelor'S Degree, Cybersecurity And Information Assurance

Activities and Societies: CyberSecurity Club

Associate’S Degree, Network And System Administration, 3.97 Gpa

Associate Of Science - As, Networking Systems And Administration