Kyle Glennon Email & Phone Number

Rochester, New York Area

• Evaluated and pursued repair for all critical outages impacting customers and internal company systems for enterprise silo. • Participated in daily rundowns with senior leadership on state of all active outages, including plans to mitigate impact.• Utilized troubleshooting to confirm outages impacting fiber and copper transport equipment, Cisco and Juniper data equipment, as well as multiple voice platforms for VoIP and TDM services.• Participated in creation and maintenance of communication pipelines between engineers, technicians, and IT teams through resolution of complicated events.• Maintained consistent updates to customers and internal employees regarding status of outage events.• Developed and implemented strategies that consistently lead to reduced impact and repeated outage events.• Created and maintained training documentation for existing and newly developed processes.• Volunteered for employee engagement team. Developed internal tool that allowed employees to address community issues, with idea greenlit by vice president of enterprise repair.

600 Willowbrook Office Park Fairport, Ny 14450

Performed advanced troubleshooting on the Enterprise transport network. Worked cooperatively with other departments to see complex issues through to resolution. Worked on mainly copper transport networks, from service origin through to the customer's last mile.

600 Willowbrook Office Park Fairport, Ny 14450

Repaired transport facilities for Enterprise customers. Performed troubleshooting, worked with field technicians on remote issues and also worked with local exchange carriers to pursue trouble resolution. Additional experience working with data and voice facilities. Worked with 5E, MetaView, G9, Sonus, Cisco and Juniper, DACS, Mux, and a few dozen other devices within the network.

330 Monroe Avenue, Rochester, Ny

Create and work punchlists for new hosted voice turn-ups. Work within MetaView Web system to tailor phone systems to client needs (MADNs, MLHGs, phone profiles, voicemail features, etc).

330 Monroe Avenue, Rochester, Ny 14607

Answering inbound calls from Earthlink Business customers, regarding their products and services. Fielded questions regarding T1, DSL, and POTS service for Voice and Data, as well as general questions regarding MPLS, PBX, PRI and other service-related systems.

Rochester, New York Area

Workforce management. Analysed and managed two separate queues for Cox Corporate and Cox Phoenix. Acted as an intermediary between Agents, Middle Management and Upper Management. Handled day-to-day operations including, but not limited to, attendance, service levels, utilization, and various administrative tasks.

Rochester, New York Area

Handled inbound customer calls for the Cox Corporate Account. Handled Internet, Video and McAfee calls. In addition, acted as a trainer and team lead during time on the phones.

Computer Software Engineering

Activities and Societies: Acting, Humans vs Zombies event, Society of Software EngineersStudy Software Engineering

High School

Activities and Societies: Cross Country, Indoor Track, Outdoor Track, Boxing, Masterminds