James White Email & Phone Number

Cary, North Carolina

Wake Forest, North Carolina

- Monitor, troubleshoot, and resolve network issues for customers receiving data feeds from both the legacy and the newly implemented Global Financial Exchange Networks- Manage and monitor end-to-end connectivity from CPE to CE devices ranging from Cisco, Juniper, and Alcatel- Manage and monitor legacy Financial Exchange Network SNMP SPLUNK or Netcool trap browser for ping loss, power supply failure, VRRP changes, or other pertinent network impacting notifications- Investigate multicast configurations when customer reports packet loss from Financial Exchanges- Open and follow up on customer or SNMP trap browser tickets for RFO, sequence gaps, BGP, or other connectivity failure from Financial Exchanges- Open, manage, and escalate LEC tickets for prompt resolution of outages, subsea fiber cuts, or RFO explanation- Notify and update customer of any outage or LOR providing current actions and next steps- Work with internal teams for resolution with backbone or higher level issues or outages- Participate in call rotation for customer concerns and internal/external ticket updates- Monitor repaired issues and verify customer satisfaction before completion- Conduct site audits for newly turned up sites to adhere to company policy and customer expectations- Conduct modem testing for AUX ports to provide fail/safe remote access- Participate in shift turnover for all current issues and report the status of said issues

Morrisville, North Carolina

- Provide global network support for Bank of America- Monitor and troubleshoot almost 70,000 network devices, creating incident cases for actionable items- Monitor domestic and global optical core routers and engage higher tiers for prompt resolution- View logs, interfaces, and configurations on routers and switches to pinpoint certain issues- Lead small team as customer-facing engineer to coordinate prompt resolution of ATM issues/outages worldwide- Engage LEC and service providers to repair damaged circuits on routers/ATMs- MAP monitoring SME, POC for related questions, and presenter to potential BoA customers worldwide- Monitor repaired circuits and escalate as necessary- Serve as POC for Tier 1 network related questions- Engage Cisco TAC to replace faulty or warrantied hardware, ensure prompt delivery, and oversee installation remotely- Participate in high volume call queue for customer inquiries and report issues- Organize dispatches and vendor meets for multiple resources- Engage customer to inform of updates and plan of action- Coordinate with Change Management, MACD, Incident Management, and other Cisco departments to determine possible RFO- Join bridge or SWAT calls with customer and other vendors to discuss issues and solutions- Attack large outages due to weather or other circumstances and engage resources appropriately- Collaborated with NOC management and quality control to define ticketing, change, and customer service benchmarks

Cisco Systems Rtp

Promoted 10/2013, responsibilities include below MACD Engineer duties in addition to the following:- Provide support for more in-depth request types and configurations involving a larger knowledge of the Call Manager- Program analog ports on the gateway- Enable advanced features such as hunt groups, call pickup groups, time of day routing, single number reach. etc.- Enable call routing features such as translation patterns and route patterns- Handle any special project or report that may be handed down from higher management- Use bulk action tools in Call Manager and Unity for bulk uploads- Subject Matter Expert point of contact for technical and procedure-related questions teamwide- Train new employees on the correct processes and procedures, as well as Call Manager and Unity configurations- Continued team improvement through in-depth Q.A., Call Manager tests, and technical coaching- Ongoing creation, updation, and removal of process documentation posted on Wiki for teamwide direction

Research Triangle Park (Rtp) In Morrisville, Nc

-Provide remote VoIP support in a high volume call center environment-Configure settings and program IP phones, Polycoms, and other devices within Cisco Unified Communications Manager and Unity Voice Mail-Troubleshoot and diagnose issues relating to TCP/IP networking-Screen, prioritize, resolve and manage all incoming internal and external communications in an efficient and timely fashion-Provide interpersonal and excellent customer service and set high customer satisfaction based on agreed processes, ensuring a professional and courteous experience to all customers-Receive, track, and accurately document all work within the EURC Ticket Management System-Trained Internet Technology Service Manager (ITSM) who schedules and dispatches technicians for onsite repairs and modification, and acquires approvals for major modification relating to building changes

Field Certifications, Network Security Specialist, 4.0 Gpa

Certifications: CompTIA A+ Certifications courses taken: CompTIA Network+, CompTIA Security+, MCTS: Windows 7 Configuration, MCTS: Windows.

Education record