Jack Kitchen Email & Phone Number

Plano, Tx, Us

DSE for $40 million customer account.Registry Integration, testing, and troubleshooting with Aqua Server.Troubleshoot Server, Scanner, Enforcer issues for Images/Registries/Workloads.Install, Configure, Setup, Upgrade, Health check.Document/update Case Notes, Write Knowledge Base Articles. Create Wiki for internal reference as needed.Work with Premium/Enterprise Customers on daily basis via zoom for open case updates. Prioritize and manage Daily case queue and take new cases as needed.Frequent use of Dev tools like HAR and SAML extensions, Postman for API, tcpdump for pcap analysis, Sql for DB.Build and create K8s, Docker, Manifests, Helm Charts for Lab to reproduce issues.Review/Monitor Environments as needed for SAAS customers utilizing RETOOL/DATADOG.Determine if customer issues are configuration or defect related and work with development team for solutions.Familiar and working knowledge with AWS/Azure/GCPTroubleshoot various layer 1, 2, and 3 issues on customer owned routers/switches and other networking issues.Worked with customers on communicating, troubleshooting, and resolving network outages and Firewall Issues.Depended on for fault notification acknowledgement and notification to affected customer(s) in a rapid manner.Responsible for trouble ticket creation on customer issues and resolution or escalation based on the situation.

Provided technical support to various customers around the world.Tasks include, but not limited to providing support on all interconnections to the CounterACT NAC product, which provides continuous security monitoring and mitigation. This included daily work with routers, switches, WLCs, Linux, Windows, and MAC.Provided complex technical support for CounterACT products.Worked with Salesforce and JIRA to document cases and update customers.Resolved 95% of cases without escalating.Achieved 90%-100% Customer Satisfaction (CSAT) score.Participated in knowledge transfer with teammates through training and mentoring.Provided root cause analysis and created knowledgebase articles and notes.

Univerge 3C VoIP Engineer / Senior Systems Engineer for NEC North America.Member of a team of engineers for the analysis, design, evaluation, configuration, installation, testing, training, and general support for the delivery of software, hardware and related services for a software-based, unified communications and collaboration solution.Provided technical support to other engineers or project managers in the configuration, installation, training, and support of NEC UCMs.Analyzed, diagnosed and resolved complex technical systems issues related to NEC UCMs.Provided technical support to sales for technical responses, including system design documents, quotations, and presentations.Assisted other engineers, project managers, project staff, and sales staff in defining customer technical requirements and specifications for system/product design.Worked closely with analysts, development and delivery teams to ensure the product solution addresses current customer requirements and expectations.Documented procedures, policies, proposals, specifications, implementations, troubleshooting procedures, backup and recovery procedures for project and sales staff to review.

Member of ODNET as a Network Engineer at the national datacenter.Standardized router interface descriptions throughout the MetroPCS network.Configured Virtual Servers, Nodes, Pools, and Snat Pools in F5 Load Balancers for numerous connections.Designed numerous MOPs (method of procedure) to make various router and switch configuration changes.Designed MOP templates for Cisco 9010 router upgrades, which were used by the ODNET team to upgrade all Cisco 9010s in service at MetroPCS.Designed MOP templates for QoS Input Policy statements, which were used by the ODNET team to designate which traffic was most important according to quality of service.Designed configurations, ordered cabling, and physically inserted SFPs/XFPs for port moves and new 10Gig circuits into the national datacenter.Assisted with and coordinated Ping Testing on new circuits.Designed MOP templates for Cisco 4948 image upgrades, which were used by the ODNET team to upgrade all Cisco 4948s in service at MetroPCS.Created MOPs to load IOS, install IOS, and deploy 24 Juniper 240SRXs in the MetroPCS network.

Head of operations network performance monitoring at the national datacenter.

Tier 4 B2B Network Engineer in charge of the Citigroup Weehawken, NJ datacenter migration.Co-led team of 6 engineers that migrated 450+ network connections from the Weehawken, NJ datacenter.Redesigned, decommissioned, and/or migrated 70+ T1,