Michael S. Email & Phone Number

Charlotte, Nc, Us

Monroe, Louisiana , Us

Senior Engineering position is responsible for providing Technical Tier III Resolution, for customer escalated trouble tickets. This position interfaces with internal Lumen Technologies departments, outside vendors, carriers, and end user customers and has direct impact on the resolution of critical escalations.-ANALYSIS, isolate, and resolve complex escalations for Broadsoft Hosted and IQ SIP trunks, Sonus SIP trunks, along with Cisco/BroadCloud platform. -TAC support for Cisco, Sonus/Ribbon, Metaswitch, Acme, Adtran, and Polycom devices. -TRAIN operations technicians in ongoing repair process & improvement activities.-ADVANCED troubleshooting for SIP, TLS, SRTP, T.38 packet captures-AUTOMATION - develop automation tools for internal teams to help augment and streamline slow & redundant processes using Perl and bash scripts. Robotic Process Automation using Itential based orchestration.-Supporting legacy platforms including Time Warner QFlex, Global Crossing international switch markets, Level 3 NASS/ENASS Voice Complete platforms.-devOps for Voice Tools - dev experience with Visual Studio Code, Perl, Bootstrap, Angular, Javascript, and bash scripting.

Denver, Colorado, Us

NOC Manager-Manager of Support Operations: SMS/MMS (XMPP/SMPP), Fax, and VoIP trunk integration for Carrier, Wholesale, and SMB customers,-Escalation handling for both internal and external customer/vendor related issues-Core infrastructure auditing, debugging, and diagnostic packet capturing.-Datacenter management, virtualization, and hosted server support-Provisioned PRTG Network Monitoring for Core Infrastructure and for Customer Hosted Asterisk servers-Provided guidance to others to help educate on VoIP, IP routing, firewall, and thwarting hack attempts.-Bridging Customer Interaction between Leadership, Technical Operations, and Customer Support -SQL Database experience, Metrics Reporting, billing, etc-Product Management, FogBugz, Trello, & Basecamp

Monroe, La, Us

Performed engineering work and design implementation relating to Network Management Service maintenance functions.-Correcting configurations on both provider edge and customer premise equipment ranging from small routers to large optical switches.-Involved mainly with monitoring and responding to proactive alarms and customer direct support calls with layer II and III devices-Analyzes equipment and establish operating data.-Interfaces with other CenturyLink departments as a customer advocate to resolve issues.-Provided customers with ongoing escalation status updates during trouble resolution activities.-Provided guidance to others to help educate on VoIP, IP routing, firewall, and thwarting hack attempts.-Primarily worked with Broadworks/Broadsoft platform, Cisco, Juniper, Adtran, and Alcatel routers/switches to support iQ+, IQ-SIP, Hosted Voice, and Managed Office networking products. This includes full end to end customer agency for Business VoIP customers in coordinating all repair and configuration activities.

Englewood, Colorado, Us

Experience as:NOC Admin, Datacenter Admin, Network Operations Tier III, and Wholesale Account ManagerExperience managing and configuring various softswitch platforms such as Asterisk, FreeSwitch, Broadsoft Broadworks, and, Microsoft Lync. Performed network diagnostics and debugging, infrastructure monitoring with Nagios and OPsView, packet analysis/debugging using Wireshark- (diagnosing SIP, SDP, RTP problems relating to: call flows, jitter, out of sequence packets, timestamps), integraton of QoS and traffic shaping policies into client networks, VM management using (Xen, VMware, OpenVZ, Proxmox), security patching, iptables and Fail2Ban management, remote support for PBX platforms, SIP Trunk/Endpoint configuration for an array of different PBX environments, and Lead InterOP tech for both Customer and Carrier level integrationResponsible for project management, managing NOC/ Tech Support department, trouble ticket management, wholesale account management, remote systems administration, and all Hosted PBXs in Datacenter. Conexiant Telecom is a managed technology provider of comprehensive technology solutions serving both US and International markets. Conexiant provides companies with integrated business technology services that help increase business productivity and reduce the costs associated with information technology. Conexiant provides a wide range of services including Wholesale US / International Termination, Dialer / Short Duration Termination, Toll Free Termination, DID's, LNP / LRN Service, Hosted PBX and E911 with MultiAlert.

Interconnected customer platforms with MultiAlert system using Wireshark packet analysis to verify: redundant SIP connectivity, IP quality, timeout and busy fail-over scenarios, 503 error codes, and live ANI verification through localized PSAPs.About Company:MultiAlert911™ founded by the same innovative experts who originally founded Dash911 in 2005.Tier 1 E-911 Provisioning for VoIP with real-time alerts by text, email, call recording; listen to live calls. (https://www.multialert911.com/)

Started as a Tier 1 tech support and moved up to Senior Tier III Support Manager.Responsible for managing Tech Support team, trouble ticket management, account management, remote administration, and Hosted PBX administration. Managed and maintained Linux based OpenVZ and Proxmox virtual environments with Asterisk and FreePBX VMs, installed security patches, iptables management, Fail2Ban, and provided remote support for third party PBX platforms.Diagnosed problems for Wholesale customers: network connectivity, QoS, packet capturing, packet analysis, SIP trunk configuration, and PBX configuration for a myriad of different ATA/PBX environments.Provided Account Management for Wholesale customers.

Worked for a start ISP, email hosting, and Web Storefront Development Company- gained great experiencing in basic networking, wide area networking, T1, Phone Systems, and basic Linux System Administration

6 month Internship for a small ISP start-up. Gained experience in user account creation, billing automation, and Novell Netware Administration. Helped set up redundant File/Email/FTP/Domain servers and learned basics networking skills LAN/WAN/ISDN/T1 setups.

Bachelor Of Science (Bsm), Management Information Systems, General

General Sciences

Wsu01 Wireshark University - Functionality And Fundamentals, Packet Analysis

Ssca Certified, Sip/Telecom