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• Submit and execute Change Management Requests, ensuring that all maintenance is properly validated to minimize subscriber impact to (ideally) zero

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 • Assist clients to correctly identify the source of their problems and then remediate• Technical knowledge and proficiency with Windows, Unix, Linux and general networking protocols• Maintain a thorough understanding of all NCC processes and implement them when and where • Use a variety of tools (nslookup, ping, traceroute, browser, etc.) to quickly verify reported events• Ability to use remote administration software (Terminal Server, Remote desktop, Telnet, etc.) to verify and correct reported incidents• Monitor server and circuit alarms, work with client until resolution• Assist the Data Center with troubleshooting servers and disk drives, involving physically replacing equipment

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.• Troubleshoot broad range of issues from voicemail, DHCP, internet, SIP phone to PRI trunking

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.• Troubleshoot and provision Captivates equipment including servers, firewalls, switches wireless access points and EDU’s

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 related issues.• 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• Open trouble tickets and follow through with partner carriers and vendors• Work with the following equipment platforms: Nortel 6500, Cisco routers and switches, Juniper MX and EX series, Cisco ONS, Lucent DMX• On a daily basis work with the following areas: SONET, DWDM, dark fiber services and OTDR testing

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• Administrative work as well, whether writing emails or building work tickets in our ETA system for our technicians • Being relied on and accountable for meeting due dates and deadlines, often communicating and escalating with other departments that are involved in order to meet dates• Worked on the maintenance side as well for 3 years, monitoring alarms and working trouble tickets in our systems• Knowledgeable in TCP/IP Protocols and WAN/LAN

• 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• Proficient in WAN/LAN, DNS, DHCP setup and troubleshooting

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