Darin Grad Email & Phone Number

Syracuse, New York, United States

Troubleshooting and Issue Resolution. Escalation Support. Technical Documentation. Customer Satisfaction. Main point of contact between Support and QA/R&D.

Austin, Texas, United States

Network Engineering · Network Design · Network ArchitectureTroubleshooting and Issue Resolution. Technical Support and Documentation. Performance Optimization and Capacity Planning.

Poncha Springs, Colorado, United States

*Network Design* – - Led network design as the Senior Network Engineer, responsible for ensuring network reliability, change management, growth planning, and establishing standards for a network encompassing 80+ customer aggregation sites and a co-located Data Center core. - Successfully redesigned the entire network backbone, reducing the number of issues from an estimated 5 per month prior to my hire to only 1 per year, all without major hardware changes. - Played a key role in reducing customer support ticket and call volume by over 50% over a 3-year period, even as the customer base expanded by 25%. - Managed LEC/Carrier transport circuits and designs, along with BGP internet peering - Successfully merged two networks, including those of another ISP and their clients, into a single routing fabric in stages, minimizing customer interruption. - Led Broadband Fixed Wireless design and support, including point-to-point and multipoint connections in multiple unlicensed and licensed spectrum bands. Also handled FCC ULS license coordination and filing. *Network Monitoring and Support* – - Managed the Technical Support department, providing support to all external customers. - Developed and implemented standard operating procedures and staff training. - Designed and supported Managed Service add-ons such as Firewall (FortiGate), Wi-Fi (Ruckus), Multi-homed BGP router (Cisco), VoIP (SkySwitch), and Network Monitoring (Auvik). *Executive Leadership* – - Played a pivotal role in the core team that navigated the company through a conversion from an LLC to a C-Corp, budget creation and implementation, acquisition and integration of another network, sale of the company to new shareholders and CEO, and rebranding and renaming of the company. - Conducted expense reviews and implemented cost-cutting measures in 2021, resulting in a 25% reduction in department costs.

Poncha Springs, Colorado, United States

Served on the Board of Directors for former dba Colorado Central Telecom, Inc. while also being an officer of the company.

Austin, Texas Area

Austin, Texas, United States

- Affiniti provided managed WAN infrastructure with managed hardware and managed software add-ons to education, healthcare, and government sectors.- Managed Operations and Engineering budgets and departmental staff in addition to my previous role.- Led a team that developed and launched the SaaS network monitoring product, Affiniti Network Assure, from concept to market. This involved designing and implementing cloud infrastructure, software integration, collaboration with external programmers, and training support staff.

Austin, Texas, United States

- Oversaw Network Engineering, NOC, and internal IT teams in addition to my previous role as Senior Network Engineer.- Achieved a 30% reduction in CoS (Cost of Service).- Established an external partner for 24/7 NOC.- Streamlined NOC, monitoring, and ticketing systems across the company following a multi-company merger.

Austin, Texas, United States

- Contributed to the successful merger of Trillion Partners with multiple Network Engineers from other companies.- Designed and supported external customer private multi-site networks.- Managed and supported Managed Service add-ons, including Firewall (FortiGate), Wi-Fi (Ruckus), Multi-homed BGP router (Cisco), and VoIP (ShoreTel).

Austin, Texas, United States

- Trillion provided managed WAN infrastructure with managed hardware add-ons to education, healthcare, and government sectors.- After a company restructuring and staff expansion, I concentrated on a single department. Responsibilities included designing, implementing, and supporting external customer networks and products, as well as managing internal IT infrastructure, systems, and staff

Austin, Texas, United States

Oversaw 33 employees, providing support to over 100 customers in 20+ states, with more than 20,000 active locations. Successfully exceeded goals while managing a budget of $5M+.

Austin, Texas, United States

Significantly improved NOC efficiencies by designing, developing, and maintaining over 100 Standard Operating Procedures.

Austin, Texas, United States

Delivered Tier 3 support for the NOC while identifying and improving critical areas to enhance customer service excellence.

Billerica, Massachusetts, United States

Served as an Installation and Support Engineer for a broadband wireless manufacturer, with diverse responsibilities including System Engineering (SE), Project Management (PM), Quality Assurance (QA) testing, user documentation creation, and customer training.

Billerica, Massachusetts, United States

Served as an Installation and Support Engineer for a broadband wireless manufacturer. Formerly knows as Adaptive Broadband Wireless.

Fargo, North Dakota, United States

Primary Engineer for an ISP offering a range of services, including Dial-up, DSL, Wireless, T1, Frame Relay, ISDN, and co-location solutions.

Wahpeton, North Dakota, United States

- Creator and primary technician for college’s Computer Technology Services Helpdesk.- Network Engineer supporting college’s Campus Area Network. Supported staff and students. - Systems Admin for all college’s systems including Sun, Linux, Microsoft, and Novell- Managed 8 interns per semester