Keith Lucius Email & Phone Number

Louisville, Ky, Us

-Provided technical support to sales teams supporting Verizon Business, AT&T Wireline and Cogent Communications-Travelled to customer offices to present an overview of our services and offer solutions for both pre-sale projects and post-install concerns-Handled a multitude of pre-install requests including clarifying diversity requests, providing SOW documentation, KMZ requests, verifying vendor-specific hardware questions and other end-user concerns

-Collaborated with various vertical Engineering groups to develop new and enhance existing processes-Completed weekly reviews of active trouble tickets and took ownership of ones that stalled in progress or required advanced troubleshooting/configuration steps to resolve-Worked with direct and Senior management to identify process gaps and develop methods to address them-Assisted with the hiring and development of new Engineering candidates

-Assisted in the development and delivery of elevated access training to existing and new Engineer Is-Reviewed Engineer I MOPs and provided direct feedback/forward direction on long-standing tickets in the Engineering bucket-Spearheaded the resolution of several notable long-standing, complex multi-site impairments-Earned a perfect 5/5 score in the only annual performance review I was provided during my time in the position

-RFC 2544/y.1564 tested circuits as necessitated by our troubleshooting process or customer request-Worked tickets as escalated by Tier II, the customer or management. This included persistent degraded service issues, repeat escalations and white glove customers-Developed process documentation on our NOC's Confluence page and my personal page, which included several hardware architecture guides, configuration best practices and troubleshooting walkthroughs-Assisted Tech… Show more -RFC 2544/y.1564 tested circuits as necessitated by our troubleshooting process or customer request-Worked tickets as escalated by Tier II, the customer or management. This included persistent degraded service issues, repeat escalations and white glove customers-Developed process documentation on our NOC's Confluence page and my personal page, which included several hardware architecture guides, configuration best practices and troubleshooting walkthroughs-Assisted Tech II’s as needed and worked with them to improve their skill-set and product knowledge as free time permitted-Occasionally re-homed and rebuilt circuits as needed Show less

-Handled escalated and more complex customer issues directly from Tier I or inbound via email, including data, cell backhaul, voice, security, hosting, BGP peering, video and other products-Spearheaded support for outage tickets and worked to ensure that hard-down issues were driven to resolution in an efficient, timely and well documented manner-Maintained knowledge of the status of all open and developing issues to provide management detailed updates as needed-Assisted… Show more -Handled escalated and more complex customer issues directly from Tier I or inbound via email, including data, cell backhaul, voice, security, hosting, BGP peering, video and other products-Spearheaded support for outage tickets and worked to ensure that hard-down issues were driven to resolution in an efficient, timely and well documented manner-Maintained knowledge of the status of all open and developing issues to provide management detailed updates as needed-Assisted field techs with upgrading firmware, swapping CPEs and building configs Show less

-Handled initial triage for inbound customer issues related to services including but not limited to fiber data circuits, PRI and SIP voice trunks, EOC connections and Fortigate firewalls-Assisted field techs with applying base configs to customer edge devices (Cisco, Alcatel, Fortinet, Adtran, etc)-Worked Tier II overflow and served as a regular landing spot for new hire shadows