• Deployed and manage the ticketing platform for Network Operations.• Create technical documentation of the CPE devices utilized for residential customers.• Provide interdepartmental training to keep support staff up to date on technical skills.• Upgraded the core network to a multi-hundred gigabit ring utilizing an active DWDM system.• Provision XGS-PON based OLTs to deliver FTTH services• Configure service mappings in the API controller between the OSS/BSS software and the ONT management software as we enter new residential markets.• Provision new customer Internet and Point-to-Point circuits.• Configure and troubleshoot Cisco, Juniper, and Nokia routing and switching equipment.• Perform scheduled network maintenance, hardware replacements, and upgrades with minimal downtime.• Provision roadside network cabinets with DC power systems and XGS-PON switches to provide FTTH services.• Provide Tier 3 support for field technicians and customer support agents.

• Account creation of new customer service orders in CRM software • Contact customers and keep them updated on the progress of their service installation. • Investigate and determine the potential fiber path for new customer buildings. • Work with Network Engineering team to decide if equipment upgrades are needed for bandwidth support. • Maintain accurate scheduling for all parties involved with new service installation. • Assist with streamlining operating procedures for new service installation. • Work with Sales team to identify potential areas for new customers.

• Prompt response to customer calls and emails• Create, document, track, and resolve or escalate service trouble tickets.• Monitor devices utilizing Solarwinds NPM and Observium monitoring platforms.• Troubleshoot switches and routers using network monitoring software and the device CLI.• Assist management with changes to operating procedures and new CRM services.• Assist the Network Engineering team with identifying configuration issues for customer circuits.• Assist the Network Engineering team with core network changes. • Perform changes to customer circuit configuration when necessary; modified Layer 2 VLAN path, MPLS, and BGP configurations. • Troubleshoot FTTH residential customer issues and assist remotely to prevent field technician dispatch.• Upload and maintain new residential addresses and equipment for our FTTH services• Provide training and guidance to new technicians for the TSC

• Monitored and controlled movement in facility living units. • Operated electronic doors and facility cameras from unit control center. • Completed inventory and contraband report when offender was transferring living units. • Monitored radio traffic to stay alert and provide assistance during emergencies on other living units. • Cross checked and maintained movement and program logs.

• Escorted death row and high security offenders within the facility according to their daily schedule • Maintained offender daily activity logs that recorded recreation and meal times • Conducted head counts and constant security checks to ensure the safety of staff and offenders • Conducted internal and external facility perimeter checks for security deficiencies • Operated x-ray machines to scan offender property when entering or leaving the living unit