John Cloud Email & Phone Number

Greeley, CO, US

Develop and Manage multiple LLCs businesses, focused on small business marketing, technology and e-commerce.* Designed and Implemented a Cloud Environment in AWS* Built out the entire suite of supporting services and software to support the team* Develop International customer relationships* Help small businesses afford critical and necessary services at a.

• Manage all Severity 1 issues impacting the 5g O-RAN (Open Radio Access Network) network
• Work with all departments and vendors to restore service within SLA
• Work with NOC Leadership to provide feedback and suggestions on process improvement
• Provide Executive Updates
• Using Samsung USM to isolate RU, DU and CU component errors and failures
• Manage conference bridges, ticket management, escalations and communication for RCA

Palo Alto, California, US

• Manage Data Center Network Projects including installs, decommissions, hardware refresh and router/switch/server upgrades
• Hold Client Meetings to review Scope/confirm work, Kick Offs, updates and approvals
• Work with Network Engineering to develop a Technical Scope
• Provide constant update to Executives
• Create Change Control tickets to address logical and physical work to be performed
• Participate in Change Advisory Board (CAB) meetings

• Build Client Relations through professional communication and timely deliver of services
• Provide scheduled reports indicating upcoming milestones and/or risks
• Provide scheduled customer meetings to discuss ongoing projects and provide status
• Interface with vendors to ensure timely delivery of required services
• Communicate any project interference with leadership to determine a solution
• Ensure the customer is updated throughout the process

Ashburn, Virginia, US

• Lead teams in India and the US to monitor, track and resolve ticket issues for our customers and internal departments
• Performed daily metric analysis to identify carrier trends and extensive outages
• Ensure my teams are following process and providing customers support per SLA
• Perform maintenance reviews with vendors ensuring our partners are providing the level of support required to our customers
• Work with Executive Management to suggest process improvements, better tools and other areas such as automation
• Perform weekly customer meetings to address Incidents, Projects and Change Management

Reston, Virginia, US

• Manage local and international teams, focusing on ticket resolution, event resolution, completion of daily tasks and Change Management activities
• Provide detailed reporting to upper management of any potential risks or impacting events occurring during shift
• Ensure process is being followed and recognize when process improvement is necessary
• Interact with Engineering and Product Development to support internal and external projects
• NOC Approver for Network related Change Management events in an ITIL environment
• Provide scheduled Operations calls with top tier customers covering Incident Management, Change Management and pending issues

• Telecom Project Management including deployment of integrated rf & ip radios, equipment replacement (refreshes) and multi million dollar MNA projects
• Provided client and leadership with scheduled updates to discus scope, timeline, budgeting, risks and any perceived obstacles
• Prepare and file necessary documents with federal government agencies to remain compliant

I worked with a local chef to develop his WordPress website & Blog and Social Media presence. I developed a strategy to gain 1000 additional Twitter followers and further helped the Chef begin blogging.

Broomfield, CO, US

Manage 11 direct reports, across two teams, Tier 2 Network Support and Tier 3 Network Support. Manage multiple vendors and Resident Experts (RE). Interface with Customer Assurance, Engineering, Provisioning, and Field Services to ensure our customer experience exceeds expectations.Engaged with both of my teams to ensure network stability, availability and.

Wayne, PA, US

Manage 12 direct reports engaged in service restoration of critical customer issues. Interface with Incident Management and Crisis Management to reduce restore/resolve metrics. Ensure timely escalations are made to proper escalation teams. Ensure teams are properly staffed and receive appropriate professional and developmental training. Coordinate turnover.

Wayne, PA, US

Working critical incoming issues. Technology includes Cisco routers, Cisco switches (Cat & IOS), Cisco Pix, Cisco ASA, Juniper M series routers, Juniper firewalls (SSG & legacy Netscreen), F5 load balancers...International customers, multiple protocols including MPLS, BGP, OSPF, EIGRP...

Wayne, PA, US

Incident Management - Major Issues TeamProvide Tier 2 network and customer support to global SunGard Availability Services customers. Support includes troubleshooting Cisco routers, Cisco switches, Cisco firewalls, Juniper routers, Juniper firewalls (Netscreen), Foundry switches and F5 load balancers. Worked as a contractor.

Greenwood Village, CO, US

Global Operations Manager for a Managed Services NOCManage "day to day" operations of Virtela's Global Operations Center, including professional management of 10 direct reports and 20 total personnel.Ensuring tickets are worked in a timely manner and fault isolation is accurate.Engaged in delivering superior customer support and taking ownership of.

Greenwood Village, CO, US

Support for a Customer NOC & Virtela InfrastructureProvide first and second level support while working closely with domestic and international customers in an IP environment.Troubleshoot VPN issues including GRE tunnels, IPSEC encryption and QOS on Cisco and Netscreen devices using Juniper as the core backbone.Troubleshoot core and customer OSPF issues as.

Helped configure Cisco routers and switches to support proprietary E-911 Call Routing and Enterprise functionality.

Analyzed and assessed business and technology requirements; worked with customers to design business plan and implement VOIP and data solutions. Maintained and installed network equipment in our colocation closet, including racking and configuration.Remotely configured and managed Cisco (2600 & 3600) and Edgewater (4200/4300) routers.Used Broadsoft.

Broomfield, Colorado, US

Provided first and second level support to the Level 3 CORE IP network.Support of hardware outages/upgrades, router OS maintenance, and other internal IP issues.Worked on Cisco 12000, 7500, 7200, 2500 series routers and 6509 switches (including 6509 with sup720), Juniper M40, M160 & T640 routers, Laurel routers and Redback 1800 (DSL) routers.Proficient.

Broomfield, Colorado, US

Configured Cisco, Juniper and Laurel routers (and Cisco switches) for customer interfacing, ranging from DS1-OC192, using VLANS, IP, BGP, MPLS, and ATM protocols and Metro Ethernet.Responsible for global provisioning, turning up customer’s service and the supporting of Level 3’s Technical Account Managers.

Basking Ridge, NJ, US

Worked in Cary Service Direct providing server and desktop support.Moved into the WAN Managed Services group testing circuits and troubleshooting routers.After a few months, I worked as Shift Supervisor.

US

Provided hardware, software and LAN support throughout DISA HQ, the Pentagon, and numerous Washington DC area (Northern Virginia) DISA satellite locations. Selected to work on “roll-out” teams installing and configuring desktops and servers. Traveled as a member of an install team preparing facilities for DISA NET migration, including Scott Air Force Base.

Arlington, Virginia, US

Honorably Discharged*Ft. Sill, OK B Btry 1/19th & E Btry 2/80thBasic Training - Graduated with Special RecognitionAdvanced Individual Training (AIT) - Firefinder Radar Operator (13R) with Identifier (X-5) Radar Mechanic*Ft. Stewart, GA G/333 FA TAB-National Training Center (NTC) rotation, Victory Focus(es)*Babenhausen Kaserne, Germany A/25.

moved household goods and furniture for military families

Warrenton, Virginia, US

Served as Substitute Teacher in the Fauquier County School system.

Connelly Springs, North Carolina, US

Served as a Valet during the seasonal High Point Furniture Markets

seasonal Retail work during college breaks

Pulled service cables, installed fixtures and appliances, wired houses, condos, businesses with respect to 1988 Virginia electrical code standards

Retail work; cashier, rented movies, sold movies, also researched contracts to identify lapsed memberships for promotional offers

General kitchen duties; set up for parties, prepared food

Customer Service-Bagged groceries after school

Bs Computer Science, Computer Networking

Associate Degree Of Applied Science, Computer Information Systems/Cisco Networking Associate

Education record

General Studies

Programming Certificate, Computer Programming

Computer Science

Political Science

Hs Diploma, Advanced Studies

Project Management