Matthew Illingworth Email & Phone Number

Performs monitoring of network intrusion and log management devices. Escalate reported incidents per customer escalation preferences and perform rule adjustments as needed.

Perform, maintain and provide reporting information on the DAC and DNCS controllers for Digital Cable TV settops. Provide documentation for new settop hardware and channel line-ups for CSR training. Diagnose issues with customer settops and work with vendors to provide a timely solution. Maintain code tables and SQL entries for subscription and Pay-Per-View services. Work with Tandberg VOD platform to ensure content availability. Maintain code lists for billing system interfaces. Create scripts and additional processes for extracting data from controllers and billing system for audits of customer accounts. Manage and perform on-call maintenance, coordination with vendors and engineering for completion of customer-affecting services changes and upgrades to network infrastructure.

(Promoted to Addressability Specialist)Responsible for installation and configuration of customer ordered triple play services (Cable TV, High Speed Data and Digital Phone) according to installation worksheets. Maintained and updated customer house wiring where applicable for the installations. Configured customer equipment and televisions to work with the new services. Performed service calls within appointed timeframes to repair customer wiring to restore services.

Received calls for support concerning Phone, High Speed Data (Cable and DSL transports), Security and Cable TV subscribers and creating necessary provisioning work orders or repair orders for customer equipment to restore service. Created documentation and resources for training materials on set top converters for technician use. Created new procedures for diagnosing and repairing data and phone services.

Owned and operated home-based business servicing and upgrading customer computer equipment as well as broadband integration. Consulted with customers on new broadband connections, new network layouts and installed appropriate equipment and cabling. Installed telecom equipment and voice mail systems as well as network equipment for a turnkey solution to customer's needs.

Responsible for maintaining various Linux servers and for providing end-user support for Windows and MacOS X. Managed User accounts and disk quotas as well as set up new user’s computers. Maintained OSX, Windows, Linux and Solaris servers to ensure system availability. Performed timely backups, upgrades and maintenances as needed and when requested. Aided in migrations between departments and coordinated with network departments to ensure that staff requirements were med. Installed and maintained embedded platforms for medical imaging and microscope hardware.