Chris Thornley Email & Phone Number

Lehi, Ut, Us

Lehi, Ut, Us

Salt Lake City, Ut, Us

Manchester, Gb

The responsibilities I'm learning for this position include:- Provisioning network switches using Ansible playbooks and Python scripting.- Assisting with the mitigation of attempted network DDoS attacks using network tools such as Kentik.- Maintaining a Spine-and-Leaf architecture data center network that is comprised of hundreds of switches, routers, and servers, and which provides hosted services to customers throughout the world.- Troubleshooting issues brought forward by Support and/or SysAdmin teams by performing traceroutes, MTRs, pings, and show commands within the device CLI to isolate issue.- Documenting and implementing network changes either manually via CLI or via automation tools.- From-scratch configuration of network firewalls (Fortigate) to set up initial internet connectivity, IPSec VPN tunnels to existing firewalls to allow access to network provisioning tools, SSL VPN access for remote server management access, and LAN connectivity to network management switches.- Documenting new processes, configuration tips, and troubleshooting guides for issues that arise while configuring network devices in team confluence pages.- Work with and troubleshoot different parts of VXLAN, such as eVPN, BGP un-numbered, and VNI routing.

My responsibilities for this position include:- Providing technical training to all agents (Tier 1, Tier 2, and Tier 3) regarding technical topics, including in-depth training on SIP logging to diagnose customer issues, advanced network configuration/troubleshooting (static/dynamic routing, VLAN configuration, Inter-VLAN routing, DHCP, Dual-WAN Failover, etc.), and other VoIP topics deemed necessary for advanced training.- Creating and implement training materials for use in trainings involving advance VoIP troubleshooting, advanced network configuration/troubleshooting, and other topics as deemed necessary.- Creating training material (instructional handouts, command lists, and lab simulations) for and operate a Cisco Certification class covering all relevant topics for CCNA level certifications.- Acting as a liaison between support agents and the development/Jive network teams regarding potential platform bugs or other issues that appear they may require development intervention to gather information and perform additional troubleshooting.- Working with agents as they assist customers to provide troubleshooting guidance and on-the-spot training on topics too specific to run a full training on.- Expanding knowledge base by interacting with developers and product owners to learn how product is intended to function and what to look when particular problems happen.- Write documentation for multiple teams to reference regarding troubleshooting for different Jive products, as well as new firewall types and other updates that are discovered.- Assisting with other duties as instructed by support’s management team.

My responsibilities for this position included:- Troubleshooting highly advanced VoIP issues for small business and enterprise customers, as well as implementing necessary network configuration changes to their network equipment.- Using network and VoIP skills to assist Network Administrators and Network Engineers with issues relating to connection stability, WAN connectivity, and other network-related issues.- Assisting network engineers and network administrators with implementing Dual-WAN Failover measures involving ICMP Probes, SNMP tracks, and Static Routing/OSPF with weighted administrative distances.- Worked with Jive Field Network Engineers to diagnose and remedy issues with customer IP routing, ACL configurations, VLAN issues, and other problems that would prevent VoIP traffic from following the correct path.- De-escalating customers when needed, and provide them information in terms they could understand to help them remain calm during troubleshooting process.- Interfacing with development and Jive network teams to determine if issues not caused by customer’s local network are potential bugs that require development engineering assistance and act as liaison between customer and development team.- Putting materials together for and learning various networking topics at the CCENT, CCNA R&S, and CCNA Sec. levels.- Scheduling and Teaching classes for multiple Cisco certification levels (CCENT, CCNA R&S).- Assisting coworkers with investigating call logs and troubleshooting steps.

My responsibilities for this position Included:- Scheduling training sessions with Customer Support agents on topics of their choosing they wish to improve.- Assisting agents with difficult cases, with assistance ranging from answering questions to providing guidance and/or running tests they don't have time to do.- Proofreading and providing edits for support tickets opened with NOC/Dev teams to ensure all needed information is provided.- Other duties at the discretion of leadership.

My responsibilities for this position included:- Troubleshooting highly advanced VoIP issues for small business and enterprise customers, as well as implementing necessary network configuration changes to their network equipment.- Using network and VoIP skills to assist Network Administrators and Network Engineers with issues relating to connection stability, WAN connectivity, and other network-related issues.- De-escalating customers when needed, and provide them information in terms they could understand to help them remain calm during troubleshooting process.- Interfacing with development and Jive network teams to determine if issues not caused by customer’s local network are potential bugs that require development engineering assistance and act as liaison between customer and development team.- Leading a team of support agents, assisting them with questions as they learn more of the Jive platform and VoIP/network troubleshooting, as well as taking escalation calls from them that were outside of their scope/abilities.

Richfield, Minnesota, Us

My responsibilities included:- Setting up vendor displays- Ensuring that new products were placed in proper positions- Verify that planogram standards were followed- Implement new signage or product that was sent in- Troubleshoot displays that were not working- Order parts for broken displays

Parsippany, New Jersey, Us

My responsibilities included:- Assisting customers with finding products and making purchases- Ensuring department was neat and clean- Restocking product that wasn't on the shelves but was still in stock