Michael Chalmers Email & Phone Number

Charlotte, North Carolina, United States

•VoIP: Leveraged ACME SBC in multiple global locations, interfacing with VoIP carriers for support.•Deployed and Managed VoIP Devices: Troubleshooting of VoIP devices from Polycom and Grandstream using Broadsoft platform.•Tier3 Network Support: Provided Tier3 network support and Tier2 coordination for domestic and international customers, handling escalations for challenging business/residential customer issues involving DSL, VoIP.•NOC Troubleshooting: Data interconnects (10Gig) with global ISPs. Troubleshot OSPF and BGP issues on interconnects between POPs via Tier1 carriers.•Network Issue Resolution: Resolved network issues related to QoS, SIP, and VoIP Technologies using tools like Oracle Communications (OCOM), Wireshark, PRTG, and Splunk.•Test Plan Development: Developed and executed test plans for VoIP products and solutions, contributing to troubleshooting documentation for VoIP and high-speed internet (DSL, Cable)•Client Support: Provided advanced support and troubleshooting for client issues via the ticketing system, particularly those related to SIP or ISP network problems.•Network Equipment: Utilized Acme Session Border Controllers, Juniper routers/switches, and various voice/video and networking devices.•System Administration: Leveraged systems for troubleshooting including VMWare ESXi nodes, Radius servers, Nagios, Splunk, PRTG Network monitoring, and Dreamfactory.•Vendor Integration: Coordinated the seamless integration of vendor solutions into the ACN platform, managing technologies from ATAs like Linksys and Grandstream to DSL/Cable modems (Hitron, SmartRg, Technicolor, Motorola), business line products from Polycom and Panasonic, and iOS/Android mobile devices.•Product Provisioning: Utilized tools to provision and configure new ACN products, including Broadsoft, Zervina CPE, Counterpath, and Cisco ACS.•Server and Storage: Oversaw HP ProLiant servers, IBM/Lenovo Bladecenters, and NetApp filers, providing hands-on support via colo providers.

Soutfield, Mi

• Team Lead in 2nd Level T1 support center for all LDMI T1 customers.• Worked on Chronic circuit issues with SBC Chronics groups.• I was required to take escalated calls from customers and field technicians.• I was a point of contact for all other technicians with questions regarding troubleshooting CPE, circuits and network issues.• Promoted to Network Engineering to work on network backbone CISCO 7606 and 10K routers.• Performed software and hardware maintenance on CISCO 7606 and 10K routers.• Created documentation for new products related to PRI's and T1 troubleshooting.• Worked with Test & Turn Up group to work with Field Technicians to program and troubleshoot the installation of T1 circuits and Adtran 600 series CPE.

• Worked with end users in a high call volume department.• Troubleshooting remotely Windows XP issues.• Also troubleshooting unique programs related to SBC Yellow Pages on end users PC's.

Southfield, Mi

• Responsible for de-installing and backing up PC's in a high capacity deployment, over 1,000 PC's.• Responsible for installing and configuring application software for users on newly deployed PC's.• Also responsible for troubleshooting all installation problems, hardware and software related.• Assisted in Desktop Support, following up on trouble tickets for newly installed PC's.• The above included troubleshooting all application and hardware issues.• Experience with mapping network drives and printers in Win 9.x and Windows XP.

• Team Lead over the Test & Turn Up group that handled all provisioning fallout issues.• My responsibilities included making sure the phones are covered and field all questions from technicians fielding incoming calls.• I was required to take escalated calls from customers and field technicians.• Troubleshooting with 3rd party installers in resolving hardware and/or software issues pertaining to the End User's ADSL service. This may also include performing diagnostics and troubleshooting customers PC including all software conflicts.• Field 30-50 call per day.• Modify and update various Remedy schemas, including work logs and changing statuses with the information provided by the third-party vendor; and accessing various platforms to verify the End User completion of service.• Required to open Trouble Tickets with various groups to have onsite issues resolved within a 24 hr time period.• Was instrumental in training new team members, having them sit and listen and ask questions.• Promoted to the TASI (Tech Assisted Self Install) Group. Call customers to help with the installation of their Hardware and Software for the DSL service on their PC’s.• TASI troubleshooting included Network connections and hardware/Software conflicts in Windows 9x, NT and Windows XP.

Southfield, Mi

• Troubleshot all Daimler Chrysler dealerships servers and correcting all application issues remotely using Telnet and provided customer with short and long term solutions to problems.• Field 30-50 call per day.• Troubleshot MOPAR Diagnostic System 2, which has a NT platform utilizing Ethernet connections to IBM PC Server 325 and X.25 Satellite communications.• Remotely resolved application issues with MOPAR Diagnostic System 2, including reloading software.• Utilized GCC, a web-based tracking system, to log calls and document troubleshooting steps.• Worked on the Business Liaison Team; duties are to follow up with all dealerships that are down and research dealers that have unresolved technical issues.• The above included opening IBM Trouble Tickets and following up to be sure all problems were resolved.• All technical issues were issues that were unable to be resolved by the Tier 1 support technicians.• Trained new team members in a classroom setting.