Cody King Email and Phone Number

• Deployed and administrated a network of 40+ Linux (CentOS/RHEL) servers in an OpenStack private cloud environment, managing resource allocation, storage, floating IPs, security policies, firewall requests, etc. • Deployed and administrated multiple Kubernetes clusters utilizing Kubespray, Kubectl, and Cinder CSI Driver; managing microservice deployments via helm charts and liaising with third party vendors. • Administrated and supported the ExfoWorx/Brixworx Service Assurance application and underlying infrastructure to enable remote RFC 2544 service activation testing.• Administrated, supported, and utilized VisionWorks Controller and Analytics for remote Y.1564 service activation testing and RFC 5357 TWAMP mesh performance monitoring. • Enabled automated network testing through the development of complex device connectors (Python, TCL) and application related Workflows (JSON). • Utilized knowledge and expertise in the delivery of Metro Ethernet and Fiber Internet Services over a multi-vendor MPLS network (Cisco, Juniper, Alcatel-Lucent, RAD, ADVA, Ciena, etc.) to support service activation testing. • Implemented and supported robust system and application monitoring using Prometheus and Grafana, integrating alerts into email and Cisco Webex bots. • Provide support as a Subject Matter Expert in Connectivity Fault Management configurations (ITU-T Y.1731, MEF36, IPSLA, etc.) to other engineering groups.• Collaborate with software and network developers in a scaled agile Scrum framework to design, develop, and implement automated solutions and tools.

• Troubleshoot and configure routing and switching equipment necessary for the delivery of Metro Ethernet, PRI, SIP, and Fiber Internet Services. (Cisco, Juniper, Alcatel-Lucent, RAD, ADVA, Ciena, etc.)• Administrate, support, and utilize network and performance/service management tools and systems such as InfoVista, CA Performance Management/Center, and Nokia Service Aware Manager. • Implement, and support Connectivity Fault management configurations (ITU-T Y.1731, MEF36, IPSLA, etc.) and related SNMP tools.• Partner with Validation and Integration engineering teams to test and certify CFM configurations on new, high-speed edge and core devices.• Collaborate with software and network developers to design, develop, and implement automated solutions and tools for report generation, comparisons, and analysis. • Create, analyze, and distribute ad hoc, weekly, and monthly Service Level Monitoring reports for internal and external customers. • Operate/utilize various Linux machines during day-to-day operations. Basic CLI navigation, vim, running python and perl scripts, managing cronjobs, copying files, etc. • Provide tier support for both internal team members and external engineering and operations groups.

• Troubleshoot and configure routing and switching equipment necessary for the delivery of Metro Ethernet, PRI, SIP, and Fiber Internet Services. (Cisco, Juniper, Alcatel-Lucent, RAD, ADVA, Ciena, etc.)• Administrate, support, and utilize network and performance/service management tools and systems such as InfoVista, CA Performance Management/Center, and Nokia Service Aware Manager. • Implement, and support Connectivity Fault management configurations (ITU-T Y.1731, MEF36, IPSLA, etc.) and related SNMP tools.• Collaborate with software and network developers to design, develop, and implement automated solutions and tools for report generation, comparisons, and analysis. • Create, analyze, and distribute ad hoc, weekly, and monthly Service Level Monitoring reports for internal and external customers. • Operate/utilize various Linux machines during day-to-day operations. Basic CLI navigation, vim, running Python and Perl scripts, managing cronjobs, copying files, etc. • Provide tier support for both internal team members and external engineering and operations groups.

• Identify and troubleshoot a wide range of technical issues on a hybrid fiber/coax network supporting Direct Internet Access, Metro-Ethernet, PRI/SIP, Managed router, security, voice, and wireless services.• Access, configure, monitor, and troubleshoot a wide range of networking switches and routers. (Cisco, Juniper, Alcatel, RAD, ADVA, etc.)• Mentor and train both new hires and seasoned team members while serving as an acting supervisor when required. • Communicate and partner with several engineering and technical operation groups to work and resolve network events and outages.• Perform Root Cause Analysis for major network and service disruptions, editing and approving official RFO (Reason For Outage) documents for clients. • Participated in UX design workshops and User Acceptance Testing for new Enterprise ticketing tool and billing system application. • Third Quarter 2018 Achievement Award Winner.

• Triage and support enterprise networking services with various topologies, switches, routers, and protocols. • Utilize a diverse set of application and tools to access, configure, and monitor networking equipment and resources. • Serve as a liaison between clients and Engineering, NOC, TAC and Maintenance groups. • Act as a subject matter expert to assist team members, other departments, and leadership when appropriate. • Assist in compiling, developing, and the distribution of internal documentation and reports for departmental and management use. • Adhere to strict Service Level Agreements while notifying and coordinating troubleshooting efforts with clients during network events and outages. • Awarded Certificate of Excellence and chosen as the monthly Employee Highlight twice for exceeding performance and satisfaction goals.

• Provided support for all high speed data, digital phone, and cable television services to Signature Home Clients within with the Carolinas, Northeast, and Kansas City regions. • Utilized troubleshooting and service monitoring applications and tools to identify, correct, and escalate client impacting technical issues and outages. • Remotely accessed and managed various DOCSIS cable modems and wireless routers. • Operated multiple billing systems in order to resolve equipment and service conflicts. • Troubleshot and managed client self-service applications, IMAP/POP email services, and complex digital phone features. • Assisted in floor support and new hire training.

• Provided support for all high speed data, digital phone, and cable television customers in the Carolinas region. • Utilized specialized tools and applications to address and resolve all customer inquiries ranging from technical support issues to billing and order management concerns. • Identified, corrected, and escalated customer impacting events and outages with local groups and leaderships. • Trained and mentored new hires while assisting with the distribution of new information, strategies, and processes to the department.

• Provided technical and billing support in a region with over 2.1 million customers. • Worked closely with local management to address and resolve customer escalations. • Acted as floor lead and assisted with new hire integration and training. • Helped drive local team to lead the region in service and customer interaction reports.

• Trained with and gained extensive knowledge on a range of consumer electronics such as modems, routers, and television equipment. • Assisted customers with any and all concerns regarding sales, financing, exchanges, and technical issues.• Assisted in multi-channel operations by communicating with customers, regional locations, and management to ensure the accurate processing of inventory. • Trained new hires and worked with front end sales team to lead the district in customer service indexes.