Michael Alestock Email & Phone Number

Nashua, NH

• Responsible for assisting internal and external customers in network surveillance.
• Referring of technical problems.
• Processing customer tickets.
• Communicating with Telco carriers, and interaction with hardware vendors and partners.
• Supporting, configuring, troubleshooting, and maintaining customer devices and infrastructures.

Lowell, Massachusetts

Lowell, Massachusetts

• Position Summary:The Enterprise Account Engineer (EAE) provides remote technical assistance on F5 products and fosters strong technical relationships with their assigned Premium Plus customers. EAEs also provide.
• Acts as primary technical contact for assigned Premium Plus customers.
• Provides proactive knowledge transfer during weekly open case review calls and as needed for assigned customers.
• Partners with Premium Plus TAM to ensure consistent support experience and messaging from the F5 Service Delivery Organization.
• Provides expert level technical expertise to troubleshoot and resolve hardware and software issues on F5 devices.
• Proactively and effectively communicates status, plan-of-action, and resolution of issues.

Lowell, Massachusetts

• Position Summary:The Network Support Engineer II (NSE) provides remote technical assistance on F5 products to internal and external customers and F5 partners. NSE II’s handle multiple active cases of diverse scope.
• Provide Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software issues on F5 devices.
• Proactively and effectively communicate status, plan-of-action, and resolution of issues.
• Provide F5 customers and partners with a consistently high-quality support experience.
• Participate in on-going training with F5 products and related technologies.
• Maintain high schedule adherence (work hours and on-phone time).

Littleton, Massachusetts

• Position Summary:Providing technical support to customers and/or staff involved in a variety of tasks including (but not limited to): Networking (Enterprise); Application Support (Web based as well as installable).
• Respond to burgeoning issues within the time limits defined by contractual obligations.
• Answering inbound technical support calls in a polite and informative manner for a wide variety of technical clients.
• Corresponding via various mediums with customers of clients or clients themselves in an articulate and appropriate manner.
• Rapidly increasing knowledge in technical areas you are weak in to respond to client’s ever changing needs.
• Following documented processes both for workflow and to define interactions with customers.

Chelmsford, Massachusetts

• Job Duties:
• Responsible for providing daily customer level 1 and 2 technical and administrative support on all Sycamore Products and services in a 24x7x365 environment.
• Support high bandwidth SONET/SDH transport devices and DWDM devices such as SN3000, SN8000, SN9000, SN16000, and DNX.
• Provide and maintain technical and administrative support to customers via various remote access methods including POTS, VPN, and other links.
• Collect information and define a problem/issue statement, troubleshoot, collect and analysis relevant information, process part requests and create/implement action plans in support of all Sycamore Products and.
• Review and provide feedback on Sycamore publications and create documentation for system maintenance, upgrades, training and technical tips.

Lawrence, Massachusetts

• Team Leader/I.S. Dept.Job Duties:
• Provisioning of Linux (RedHat and CentOS) & Windows 2003 server on Dell PowerEdge server platforms.
• TCP/IP Network setup, configuration, monitoring, and troubleshooting.
• Secure and harden servers/network printers/workstations from network intrusion.
• PC, Server, and network printer setup/maintenance/troubleshooting/repair/upgrades.
• Installation, configuration, and troubleshooting of various software packages & related issues.

Worked as a general building custodian for the City of Haverhill Public Schools Department.

Monitored prisoners temporarily housed in the Haverhill Police Department's jailcells before being transported to either the Haverhill District Court for arraignment or the Essex County House of Corrections.

Certificate, Unix

A.S. Degree, Computer Science