Eric Markle Email & Phone Number

Atlanta, Georgia, United States

•Develop business requirements for inhouse developers and 3rd party vendors to implement new technologies into the company's network•Develop architectural diagrams•Work with other architects to ensure E2E designs flow with all upstream and downstream systems•Participated in planning, definition, and high-level design of the solution and explore solution alternatives and develop required documentation•Develop an Architectural Runway in support of upcoming requirements, optimize our operations, and mitigate risks; and work with Product and architecture counterparts to ensure that necessary work is prioritized and delivered•Work with marketing and legal to publish technology announcements to customers •Forecast and manage budgets for projects•Work on project teams in an agile structure to achieve companies goals•Use Jira to create BRQs and task for developers

Atlanta, Georgia, United States

• Responsible for 244 data input feeds supporting over 1.3 billion call records a month for 6.5 million customers• Develop Scripts using C++ and Python for data collection and transformation• Monitor and support the Intec ImE Mediation application• Troubleshoot any alarms that may occur• Provide 24X7 365 support to end users• Developed new process for monitoring the system health giving 99.99% uptime• Developed and present daily, monthly, and yearly metrics to senior leadership team• Assist with building out the Cox wireline and wireless telephony and data network• Develop business requirements for inhouse and 3rd party vendors to implement new technologies into the company's network• Support Fraud team in shutting down any fraudulent hackers; both wireline and wireless• Work with the business to identify current as well as long term goals.• Work with marketing and legal to publish technology announcements to customers • Build, manage, maintain, and support all production and development environments• Plan future roadmaps for where the company as well as the department needs to go moving forward• Work with vendors to test new products for future infrastructure to benefit the company• Forecast and manage budgets for projects

Atlanta, Georgia, United States

• Managed data center operations• Develop and manage budgets for yearly data center operations• Assisted with building and testing of new products• Deployed new telephony and application based products onto the company’s network for internal and external customer use• Scheduled maintenance for the data center• Worked with programmers to identify errors in new applications• Support all code implemented into company’s network• Create network maps• Work with marketing on new projects and bringing them into the production network• Created user documentation for new systems• Assisted Internal Telecom with building and maintaining company’s network using Cisco routers, switches, and call manager• Troubleshot problems in new systems and deployed fixes• Built, managed, maintained, and supported Broadsoft servers• Managed 3rd party vendor relationships• Built, managed, maintained, and supported Cisco BTS• Choose, negotiate and implement all new hardware going into the company’s network

Atlanta, Georgia, United States

• Managed offshore team of 4• Granted network access and assigned permissions to internal users• Identified training opportunities for employees related to Operational Systems• Identified and helped prioritize opportunities to reduce support requests by recognizing and analyzing the number, type, and root causes• Ensured tickets worked according to Application Support metrics for number of tickets, time opened, and resolution by Tier II• Provided Tier II support to end users for Cbeyond’s Operational Systems including resolving issues, status requests, and escalating to Engineering• Support physical as well as web applications that are used by internal employees and well as customers day to day• Assisted in developing and documenting test cases from system requirements when needed• Drew network maps and diagrams

Atlanta, Georgia, United States

• Provided management reports relating to corporate network performance, corporate network reliability, trouble volumes and types, failure postmortems, and cost analysis• Managed corporate help desk ticketing system• Built and supported call center technology• Set up and maintain Broadsoft Server• Created new Broadsoft users• Used Cisco commands to troubleshoot phone and internet issues• Monitored, maintained, and improved the corporate voice and data network infrastructure• Monitored, maintained, and improved the PBX and telephony services for the Call Centers• Performed moves, adds, and changes for internal wiring maintenance (CAT 5 and FIBER)• Provided appropriate feedback on service issues with internal customers• Managed the installation of the corporate network and services for new markets• Managed and controlled equipment and circuit inventories for all corporate offices• Managed Vendor relationships for department

Atlanta, Georgia, United States

• Troubleshot VoIP product and service issues and created trouble tickets within Siebel OSS• Utilized online resources such as DNS lookups and WHOIS searches to resolve domain, IP address, and email issues• Used Cisco commands to troubleshoot phone and Internet issues• Verified IP telephone call information through basic commands in Sun Solaris voice switches• Troubleshot LAN hardware connectivity and configuration issues. Including firewalls, switches, routers, and hubs• Performed standard DOS commands to help troubleshoot Internet connectivity problems• Troubleshot web hosting problems associated with Windows 2000, 2003 and UNIX based server platforms• Worked directly with customers, vendors, and third party developers to resolve product and service related problems• Analyzed customers business and recommended services to improve their operations