John-Michael D. Email & Phone Number

San Francisco Bay Area

Seattle, Washington, United States

- Own automation, scaling, and solving operations with software across platforms.- Identify and resolve issues- Automate and improve repetitive processes- Work closely with teams to identify operational needs- Become familiar with architecture of multiple systems- Develop solutions for customers and services- Drive prioritization of operational issues- Drive automation design & scaling requirements in support of the wider organization

Greater Seattle Area

Houston, Texas Area

Tempe, Az

Level 2 Senior TAC Engineer, 8/2009 – 4/2011 - Troubleshooting and support for NSA, NSA E-Class, SRA, SSLVPN, SonicPoints, GMS, Viewpoint, and UMA appliances. Handled escalations for high priority and sensitive cases including supporting the US Government. - Supported L1, L2, and specialty queues for unified threat management appliance for customers with deployments from Small Home and Office businesses multi-site international networks - Acted as liaison with both the Client and… Show more Level 2 Senior TAC Engineer, 8/2009 – 4/2011 - Troubleshooting and support for NSA, NSA E-Class, SRA, SSLVPN, SonicPoints, GMS, Viewpoint, and UMA appliances. Handled escalations for high priority and sensitive cases including supporting the US Government. - Supported L1, L2, and specialty queues for unified threat management appliance for customers with deployments from Small Home and Office businesses multi-site international networks - Acted as liaison with both the Client and Engineering groups to drive firmware improvements and resolve fundamental networking problems, hardware, and firmware problems. - Received pay increase during a companywide pay freeze due to exceptional performance. - Exceeded expectations for number of case closures per day by 10%. Show less

Tempe, Az

- Provided troubleshooting and support for DSL,HomeZone, Dish Network satellite including diagnosis and resolution. - Recognized as employee of the month for exceptional call times and customer service rating. - Consistent first call resolution rate at or above 95%. - Hand-picked for a special project to assist engineering QA and certify unreleased wireless network hardware. - Managed advanced troubleshooting of Customer Premise Equipment to determine root cause and fix. -… Show more - Provided troubleshooting and support for DSL,HomeZone, Dish Network satellite including diagnosis and resolution. - Recognized as employee of the month for exceptional call times and customer service rating. - Consistent first call resolution rate at or above 95%. - Hand-picked for a special project to assist engineering QA and certify unreleased wireless network hardware. - Managed advanced troubleshooting of Customer Premise Equipment to determine root cause and fix. - Developed a new training program that was adopted by most call center supervisors. - Led agent training focusing on networking topology, troubleshooting methodology, and in-depth understanding of how networks, network. - Hand-picked for a second special project, where we performed packet analysis and PD-128 testing, following TR-069, TR-098 and TR-111 standards working with the customer focused testing team. - Recognized for quality testing from multiple internet service providers including Qwest - Proficient in analysis from DSL signal graph, attenuation, dB gain/loss, uncancelled echo, and normalized values for signal level. Show less

Electrical And Electronics Engineering

Activities and Societies: MARS REACH secretary- High Altitude weather balloons and rockets ARC President - Amateur Radio Club (W7MHS) IEEE.

English/Math Major With Cs Minor