Logan Crouch Email and Phone Number

Evaluated and triaged incoming tickets for validity and response based on call and data flows for LTE/UMTS/GSM cellular networks, as well as developed new reporting policies and statistical analysis of trending data for management. Coordinated communications and war-rooms with departments within the company and peering partners, equipment vendors, other cellular providers, and PTS landline companies. Performed investigation and evaluation of RF signal environment, IP routing, SS7, and SIP voice traffic for mobile devices. Use of in house and industry standardized tools such as HLR and HSS, Pier and Tech Ticket, Iris, Wireshark, TUPL, and Splunk.

Break/fix support for Fortune 500 and government customers of McAfee’s Nitro SIEM, ePolicy Orchestrator, Vulnerability Manager, and Database Monitoring tools for Windows, Linux, and Mac OS systems and servers. Required self-managed customer contact and case management, reporting and databases using standard Microsoft Office tools (Outlook, Word, Excel, OneNote), continual version, patch, CVE, and regression management over multiple variants of security and endpoint software in unique customer environment such as air gapped, secured and encrypted clients, and on-line repair of production systems.

Evaluated and triaged incoming tickets for validity and response based on call and data flows for LTE/UMTS/GSM cellular networks, as well as developed new reporting policies and statistical analysis of trending data for management. Coordinated communications and war-rooms with departments within the company and peering partners, equipment vendors, other cellular providers, and PTS landline companies. Performed investigation and evaluation of RF signal environment, IP routing, SS7, and SIP voice traffic for mobile devices. Use of in house and industry standardized tools such as HLR and HSS, Pier and Tech Ticket, Iris, Wireshark, TUPL, and Splunk.

Provided phone and remote desktop troubleshooting for end users at various nuclear and fossil fueled power plants. Provided on-call and “war room” support for emergency issues with high SLA systems monitoring nuclear and industrial capacity. Assisted with large scale system changes and incidents using ServiceNow and Remedy systems. Managed user accounts and profiles in Active Directory and Exchange systems supporting user provided Android and iOS handsets. Created training and technical documentation for new hires and functioned as SME for specific services and tools.

Repaired, modified, diagnosed, and performed troubleshooting for robotics and control systems for diffusion gas furnaces both in shop and on location at client facilities. Included time and experience in cleanroom environments with travel and direct interaction with clients. Refurbished and converted Kokusai vertical furnaces between oxide, nitride, and polysilicon processes requiring re-engineering to ensure component interoperability. Installed and configured furnaces for installation in cleanroom environments. Decommissioned and deinstalled furnaces including handling of HCl contaminated parts. Created inventory and database of parts in stock for internal use. Created listing system for customer searching and index of available used parts cross referenced by manufacturer and process type.

Provided database management and client interaction for car dealerships who had enrolled in partner programs for third party providers that required them to provide automated, hands-free database uploads and reporting of sales and service information. Created a training program for new-hires and department transfers that reduced training time by half and provided better comprehension of necessary skills.

Customer technical support of handsets from multiple manufacturers (Apple, Samsung, Google, HTC, Blackberry, etc.) and network backend troubleshooting for GSM/WCDMA cellular systems handling voice and data traffic. Created, managed, and followed up with Remedy tickets with engineering support teams. Created training programs and reference “cheat sheets” for representatives for new devices, services, and tools. Beta tested and provided QA testing, bug and improvement reports to device manufacturers of cellphones and mobile data devices.

Managed the office of 15 workstations and network file server and provided end user support. Was responsible for hardware and software upgrades and purchasing decisions for the office. Created and managed graphic mailings and catalogs of company products. Created a new design of catalog and graphic design theme for all company mailings, letterheads, and website. Converted the financial database system from sneakernet transfer to a shared and live updating database hosted on a pair of central servers, using Debian Linux and Windows Server 2003.

I started at Rightway as a temporary and was assigned office filing tasks, but wasquickly asked to stay on permanently as IT Manager. In this position I provided enduser support as well as network and system management. In addition I supportedthe sales group during sales visits and created the marketing materials.

I assisted with the installation and calibration of electrical, mechanical, and robotic sub-systems of diffusion furnaces in a clean room environment.

At Talonworks I built and tested whitebox systems to customer's specifications. I also provided warranty troubleshooting and repair as required. Assisted in the design of application-specific systems such as visual production platforms, digital audio work-stations, and gaming PC's. I would also load and prepare the OS (usually Microsoft Windows) and any extra software the customer requested.