John Cunningham Email & Phone Number

Odenville, Al, Us

Birmingham, Alabama, United States

Act as first level of Team Management for a team of Tier 1 and Tier 2 technicians.Individual Training of all Tier 1 and Tier 2 technicians in all aspects of Hosted Voice and SIP Trunking utilizing Cloud based switches such as Broadworks, MetaSwitch, and Netsapians, as well as any data or SD-WAN or Firewall deployments that may affect a customer’s voice network services as it relates to company product offering.Individual Training of all Tier 1 and Tier 2 technicians in relation to… Show more Act as first level of Team Management for a team of Tier 1 and Tier 2 technicians.Individual Training of all Tier 1 and Tier 2 technicians in all aspects of Hosted Voice and SIP Trunking utilizing Cloud based switches such as Broadworks, MetaSwitch, and Netsapians, as well as any data or SD-WAN or Firewall deployments that may affect a customer’s voice network services as it relates to company product offering.Individual Training of all Tier 1 and Tier 2 technicians in relation to customer PBX telephone systems and how each works with internal infrastructure.Individual Training of all Tier 1 and Tier 2 technicians on network troubleshooting of Adtran, Cisco, Aruba, and Juniper routers and switches for Hosted Voice, SIP Trunk and FXS customer deployments in conjunction with our network engineers.Act as a higher-level troubleshooting point for technicians when things are outside of their expertise or competency.Act as an additional escalation point and attend customer emergency crisis calls or complex troubleshooting bridges in relation to outages through technical assistance. Advise of possible system improvements to ensure customer up-time. Show less

United States

Understand specific customer solutions, understand the topography of a customer or carrier network, discuss the network with a customer and communicate why complex elements are necessary for the networks function.Interpret Visio drawings, build, add, or change Visio drawings or circuit layouts as needed. Identify key technical elements to a customer solution, document where these elements exist and develop training material for troubleshooting these elements.Collect customer… Show more Understand specific customer solutions, understand the topography of a customer or carrier network, discuss the network with a customer and communicate why complex elements are necessary for the networks function.Interpret Visio drawings, build, add, or change Visio drawings or circuit layouts as needed. Identify key technical elements to a customer solution, document where these elements exist and develop training material for troubleshooting these elements.Collect customer documentation, network diagrams, drawings and inventories and store on a HTML/CSS based SharePoint or Confluence space.Manage and maintain an inventory of documentation and training material specific to customer solutions within a SharePoint or Confluence space.Manage or maintain a JIRA/Ticketing space to track workflow and time spend.Conduct Root Cause Analysis of network service interruption events both at a core and customer network level. Document the events, identify corrective actions to prevent events from occurring again and then compile professional written Root Cause Analysis documents.Meet with technical and executive leadership both internally and externally and communicate root cause analysis and remediation clearly in a digestible manner. Show less

Remote

• Automation of all Voice related troubleshooting.• Automation of all VOIP, SIP, PRi and traditional POTS lines built in multiple voice switches including, but not limited to, Metaswitch, 5ESS, DMS and CS2k and SONUS.• Automation of all access and command line configuration of Adtran, Cisco and Juniper switches, CPE’s and PE’s as it relates to Voice troubleshooting including verifying configuration and QoS/CoS.• Automation in Service Cloud to prepare for the transition from the… Show more • Automation of all Voice related troubleshooting.• Automation of all VOIP, SIP, PRi and traditional POTS lines built in multiple voice switches including, but not limited to, Metaswitch, 5ESS, DMS and CS2k and SONUS.• Automation of all access and command line configuration of Adtran, Cisco and Juniper switches, CPE’s and PE’s as it relates to Voice troubleshooting including verifying configuration and QoS/CoS.• Automation in Service Cloud to prepare for the transition from the Remedy ticketing system to Service Cloud by Sales Force. Show less

• Responsible for grooming all customer phone lines off traditional hard switches, DMS, 5ESS, CS2k, and building them within various MetaSwitch and PeriMeta applications available to us as we turn down the Legacy switches due to end of life.• Build T1 CAS, ISDN PRi and SIP Trunks within various MetaSwitches and PeriMetas.• Create and activate Port Out/Port In/IntraPort within Neustar SOA to move lines to correct LRN’s and SPID’s associated with correct MetaSwitches.• Work with… Show more • Responsible for grooming all customer phone lines off traditional hard switches, DMS, 5ESS, CS2k, and building them within various MetaSwitch and PeriMeta applications available to us as we turn down the Legacy switches due to end of life.• Build T1 CAS, ISDN PRi and SIP Trunks within various MetaSwitches and PeriMetas.• Create and activate Port Out/Port In/IntraPort within Neustar SOA to move lines to correct LRN’s and SPID’s associated with correct MetaSwitches.• Work with Transport and T1 Grooms teams at time of groom to ensure all customer phone lines work on new path.• Troubleshoot and resolve any voice issues associated with Grooms related to No Dial Tone, Ring to Busy and feature issues. Show less

Arab, Alabama

• Using Remedy ticketing system and MetaSolv M6 ordering system, provide next level support to all repair teams on VOIP, SIP, PRi and traditional POTS lines via multiple forms of delivery including, but not limited, to MPLS, T1, ADSL and VeloCloud Software Defined Wide Area Network (SD-WAN).• Using Remedy ticketing system and MetaSolv M6 ordering system, provide next level support to all repair team on VOIP, SIP, PRi and traditional POTS lines built in multiple voice switches including, but… Show more • Using Remedy ticketing system and MetaSolv M6 ordering system, provide next level support to all repair teams on VOIP, SIP, PRi and traditional POTS lines via multiple forms of delivery including, but not limited, to MPLS, T1, ADSL and VeloCloud Software Defined Wide Area Network (SD-WAN).• Using Remedy ticketing system and MetaSolv M6 ordering system, provide next level support to all repair team on VOIP, SIP, PRi and traditional POTS lines built in multiple voice switches including, but not limited to, Metaswitch, 5ESS, DMS and CS2k and SONUS.• Access and command line configuration of Adtran, Cisco and Juniper switches, CPE’s and PE’s. • Access and command line configuration of Fortinet firewalls. • Access and web GUI configuration of VeloCloud Web Orchestrator for SD-WAN. Show less

Arab, Alabama

Resolve customer reported trouble tickets:§ Initiate third level diagnostics and additional testing and data gathering to resolve tickets or document information needed for Engineering level support§ Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.§ Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with… Show more Resolve customer reported trouble tickets:§ Initiate third level diagnostics and additional testing and data gathering to resolve tickets or document information needed for Engineering level support§ Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.§ Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet Median Time to Resolution (MTTR) and customer status expectations§ Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed§ Provide new documentation for the repair knowledge-base and keep supported teams up to date via WIKI forum. Show less

Resolve customer reported trouble tickets:§ Initiate third level diagnostics and additional testing and data gathering to resolve tickets or document information needed for Engineering level support§ Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.§ Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with… Show more Resolve customer reported trouble tickets:§ Initiate third level diagnostics and additional testing and data gathering to resolve tickets or document information needed for Engineering level support§ Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.§ Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet Median Time to Resolution [MTTR] and customer status expectations§ Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed§ Provide new documentation for the repair knowledge-base and keep supported teams up to date via WIKI forum. Show less

Work all VOIP issues within 5 days of initial install and installation and updates for all Move, Add, Change [MAC] orders:§ Installations of new VoIP phones.§ Installations of new Adtran PoE Switches.§ Adjustments and updates to Adtran router and/or switch configurations based upon customer needs.§ Troubleshoot and resolve any issues that present within 5 Business Days of initial install and any MAC orders.

Arab, Alabama

Resolve customer reported trouble tickets:§ Initiate diagnostics, testing and data gathering to resolve tickets or document information needed for Engineering level support§ Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.§ Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external… Show more Resolve customer reported trouble tickets:§ Initiate diagnostics, testing and data gathering to resolve tickets or document information needed for Engineering level support§ Clearly communicate the diagnostic findings/results with the customer, set customer expectation accordingly, responding to any additional questions the customer may have in a professional manner.§ Follow up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet Median Time to Resolution [MTTR] and customer status expectations§ Escalate Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed§ Provide new documentation for the repair knowledgebase and keep supported teams up to date via WIKI forum. Show less

Arab, Alabama

Open trouble tickets and give updates on existing trouble tickets:§ Open trouble tickets for customers who are experiencing issues with voice, data, MPLS, email.§ Provide updates on existing trouble tickets including Estimated Time to Resolution [ETTR].§ Provide Reason For Outage [RFO] to customers whose issue has been resolved.

Education record

Business Management

Business Management