Kyle Eddy Email & Phone Number

Mattoon, Illinois, US

• Provide Tier 2 level escalation support for Consolidated’s clients
• Troubleshoot network events and outages on carrier equipment and as needed for repair i.e. software/firmware upgrades, following maintenance procedures, and recovery tactics
• Reprovision circuits and network equipment as needed
• Collaborate on multiple projects spanning different engineering disciplines within the organization sharing expertise and training others
• Create and maintain; knowledge base articles, policies, best practices, and methods of procedure (MOPs), in an ongoing effort to ensure problem management success.
• Help Investigate and assist with customer concerns and resolve configuration issues across a variety of product lines

Andover, MA, MA, US

• SQL database role
• Implement best practices on Microsoft SQL Server Databases and Servers and advise the customer on best practices
• Use various DMVs, the Cluster Manager and other tools needed to troubleshoot issues when they arise and continuing to learn SQL Server skills
• Perform client requests in SQL server, such as backups, restores, add/change to permissions and roles, execute scripts, troubleshoot servers for performance issues
• Provide first level 24x7x365 escalation support for Navisite clients
• Answer client calls and provide the highest level of client service

Philadelphia, PA, US

• Work on tickets assigned in the Tier 2 queue to resolution that were not able to get resolved by Tier 1
• Resolve tickets within the SLA timeframe.
• Work with Comcast field technicians to troubleshoot equipment at customers site
• Perform updates and changes per customers request, on their phone and data
• Work daily in Broadsoft switch troubleshooting issues and performing changes
• Troubleshoot and provision Comcasts equipment and database’s including modems, SIP phones, routers, softphone and mobile app issues.

New York, New York, US

• Perform initial research and diagnostics of network issues using the CRM system to open, update, reassign and close trouble tickets.
• Resolve tickets within the SLA timeframe.
• Work with vendors & underlying carriers to resolve service affecting issues that cannot be
• resolved internally.
• Perform remote maintenance and upgrades on network equipment.
• Monitor equipment alarms, create proactive tickets and troubleshoot.

Portsmouth, New Hampshire, US

• Investigate, document and diagnose trouble calls to resolve service affecting issues acrossmultiple service platforms including but not limited to POTS lines, DSL, T1 & carrier Ethernetservices, VoIP & SIP traffic.
• Work with vendors & underlying carriers to resolve service affecting issues that cannot beresolved internally.
• Analyze trouble descriptions and perform detailed trouble diagnosis.
• Track and update troubles in ticketing system.
• Create preventative reports identifying trends, repeat and chronic issues.
• Troubleshoot circuits remotely using test interface equipment. Along the troubleshooting of network problems.

San Jose, California, US

• Support client’s audio/visual communications Polycom products that run on the worldwide network in the NOC.
• Monitor the environment and proactively troubleshoot product networking issues.
• Work in both LAN and WAN IP-based environments. Monitor the network with the tool Icinga.
• Open tickets and interact directly with customers and clients.
• Create and investigate RFO’s for customers and investigate logs and events to determine root cause

Boxborough, MA, US

• Perform monitoring, troubleshooting, and repair of the carrier class network components in Lightower’s network
• Oversee maintenance of assigned systems within operational parameters
• Diagnose, troubleshoot, and correct network faults as reported by NMS events, logs, and/or customer reports
• Initiate troubleshooting and corrective actions upon receipt of network events, logs and customer reports
• Serve as the primary point of contact for all customer troubles inquiries
• Properly escalate and communicate tickets to engineering and operations groups as required in SLA agreements

Reston, VA, US

• Handled customer repair tickets/incidents on demand via email and calls into the center.
• Provided information to the customer regarding the current status or resolution of the reported trouble in accordance with procedures.
• Exercised ownership and independent judgment and manage the escalation process as required, in support of trouble reporting activities.
• Day to day deliverables making sure that tasks assigned to Help Desk Specialists and ensure follow through
• Ticket queue monitoring as well as monitoring incoming escalation calls.

Xxx, US

• Responsible for managing the complete installation of circuits, by working independently and with a variety of departments, also with our inside and outside technicians, as well as vendors, customers and CLEC’s
• Provision, test, turn up and troubleshooting on various types of circuits. Ranging speeds from 1.5 to 10GIG
• Some circuit examples are copper or fiber, OC192, OC48, VOIP,MANAGED VLANS, T3, T1, Analog, CARRIER ETHERNET, ELINE, ELAN, EDIA, Wireless Backhaul, ETC…
• Programming and mapping of equipment such as Fujitsu's, Ciena, Adtran, Cisco's and Accedian Metronids. Either in Central Offices or installed at customer premises.
• Proficient in systems such as: Oracle, Metsolv, EMS, Cisco ANA, AMS, Microsoft Word, Outlook, Excel, Netsmart 1500, React, TEMS, Echovault systems
• Customer focused working in a call center environment taking 15- 25 calls a day and e-mails from customers, vendors and our own technicians, while also working on own co-workers orders as part of a team

• Installation, provisioning and troubleshooting of Adtran and Cisco routers and switches at customer locations and central offices
• Installing and repair of VOIP systems and telephones, worked on call 24x7 rotation
• Installation and testing of T3's, T1's, PRI's, Fiber circuits and POTS lines, installation of CO equipment in Central Offices and HUB's
• Extension of demarcs, either CAT-5, CAT-6, Coaxial or Fiber
• Used all different types of test sets to test circuits
• Knowledgeable in TCP/IP Protocols

Burlington, MA, US

• Installation, provisioning and maintenance of POTS, T1's T3's, routers, 56K, and DSL circuits at customer locations and extending point of demarcation. Worked on call 24x7 rotation
• Wiring and testing in Central Offices.
• Used all different types of test sets to test circuits
• Extension of demarcs, either CAT-5, CAT-6, Coaxial or Fiber
• Knowledgeable in TCP/IP Protocols
• Proficient in WAN/LAN, DNS, DHCP setup and troubleshooting

Information Technology

Diploma, General Studies