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• Participate in strategic discussions with senior management to develop plans and coordinate projects• Perform as System Administrator as needed, including managing all new Active Directory Accounts as well as migration to Office 365• Maintain and Test ESXI Backup Infrastructure using Veeam• Spearheaded the implementation of cloud-based network capacity monitoring using Grafana cloud, improving network insight and reducing infrastructure costs• Responsible for alarm aggregation and paging software suite• Manage internal infrastructure projects such as disaster recovery hardware and multi-site wireless • Install and maintain Ookla speed test server• Administer and Maintain Ntirety network protection plan• Document Cisco Network Equipment for SmartNet Evaluations and renewal• Administer Cisco CMTS, troubleshooting and performing any maintenance needed• Manage new site turn-ups, including Calix GPON equipment configuration, fiber routing, and documentation

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 • Mentorship and management of junior technicians• Oversight and verification of data cabling needs• Systems administration in a variety of software and hardware environments• Telecom/PBX administration• Work as a liaison with operation teams to portray IT daily functions, goals and projects status• Be a contact for escalation groups to help understand and portray accurate information to solve widespread and local problems

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 on hardware and software, including licensing agreementsAdminister over 60 computers for SJ&B, including Apple and PC desktops, laptops and serversAdminister and troubleshoot multiple Linux and Macintosh based servers.Provide training and technical support for SJ&B faculty, staff, and students, including training on instructional technology systems, such as Blackboard and Exchange, and classroom support of projectors and multimedia hardwareMaintain and update content on SJ&B website as well as convert the site to CMS made simpleAid in the use of the Adobe Creative SuiteDevelop and manage computer hardware, peripheral and software inventoriesCoordinate with Information Technology and outside vendors to streamline projects and repairs Create and implement corrective solutions including on and off-site repair as requiredParticipate on the division-wide task forces to help analyze, implement, and train for upcoming technologyMaintain, update and troubleshoot multimedia lecterns for normal class periods and academic eventsTroubleshoot WKU News Channel 12 broadcast set equipment, including video and audio switchers as well as multiple light controller setup

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, image maintenance, and hardware diagnosticsAided in projects such as Recycled Lab Computer Allocation program and the Cherry Hall fire equipment damage assessment and clean-upCo-authored a CMS-based website for Network & Computing Support

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 coverage of help desk operations

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 machines through the ResNet sub-department