Colby Westerfield Email & Phone Number

Cincinnati, Ohio, United States

Jamestown, KY

• Conduct routine maintenance, troubleshooting, and repair of telecommunications equipment in the central office.
• Install, configure, and test various networking and telecommunications equipment, including DSLAMs, routers, and switches.
• Respond promptly to service outages, diagnosing and resolving issues efficiently to minimize customer impact.
• Document all maintenance activities, equipment configurations, and network changes for future reference.
• Provide technical support to field technicians and assist in troubleshooting complex network problems.
• Design and install of SIP Business Phone systems as well as manage on-site Metaswitch

Campbellsville, KY

• Implement effective customer satisfaction strategies by identifying and eliminating the root causes of customer problems or escalate to appropriate escalation groups
• Perform root cause analysis for more technical and operational issues that occur, providing documentation and plans to avoid recurrence of solvable problems
• Serves as the primary second level troubleshooter in regards to end user support for software and hardware problems, maintaining Service Agreements through the implementation of proactive issue detection and reporting
• Server administration for windows and linux hosts
• Network engineering and troubleshooting
• Aid in project management

Build and deploy Apple OS X images for classroom computer labs Serve as a member of the School of Journalism & Broadcasting (SJ&B) Technology Committee, keeping inventory and overseeing all departmental hardware and software purchasesDetermine equipment needs and make all purchases for SJ&B within budgetary constraints.Coordinate with Academic Technology.

Third level support for WKU faculty and staffProvided training and instruction to first and second level supportExtended campus one-on-one technical support including on-site visits to Glasgow, Fort Knox, Elizabethtown, Faculty Center for Excellence in Teaching, and the ALIVE CenterResolved specialized technical issues including hard drive data recovery.

Provided training and technical support so that end users can accomplish needed tasksReceived and prioritized documents, and actively resolved end user help requestsAssisted student consultants with daily support issues, and problem tracking and case follow-upActed as supervisor for student consultants and aided in providing extended hours and weekend.

First level helpdesk support that provided technical assistance and training for faculty/staff and studentsResolved issues regarding computer internal hardware, software, peripheral devices, printers, and networking, including installation, and troubleshooting hardware and software over the phone and in the fieldProvided support for non-standard student.