Provide Tier III Service Assurance with the ability to work shifts in 24X7X365 environment. Manage all aspects that include: service analysis, proactive monitoring & trend analysis, diagnosing and correlating network issues, identification of root cause, development of resolution strategies, and treatment of reactive alerts and escalations. Ownership of Service Quality Management to include: monitoring service quality, creating service performance degradation reports, analyzing & manage service quality, make recommendations to improve service quality, closing service performance degradation reports, and report service quality performance. Understands complex data analytics and interprets available data to track and identify significant trends negatively impacting network performance affecting services, prepares conclusions and recommends remedies based on analysis to management. Ownership of Service Problem Handling to include: Upon notification of Tier III service problem (proactive & reactive) will diagnose & manage service problem, correct & resolve service problem, and analyze service problem making recommendations & improvements for future enhancements. Lead Incident Command at the enterprise level. Based on criticality of incident or impact of event, exercises discretion to mobilize fix team (Tier IV, Vendor, System, etc.) and execute communications (SBONS, Executive Bridge, etc.). Create detailed reports to include the examination & analysis of outages to be used in after-action reviews and analysis of the issue/incident to minimize repeated outages and improve network reliability. Responsible for oversight and assurance of Change Management activities. Assurance of new product development implementation into Operations. Identify knowledge gaps and recommends remediation in areas that are key to improving NTOC & SOC Tier III effectiveness.Advance and working knowledge of DMS 500, Cisco BTS, Broadsoft , Sonus, ACME SBC, and MetaSwitch

Processed customer trouble ticket escalations from Tier 1 Technical Support. Provided ticket resolution to customers, vendors and other service providers in order to minimize customer affecting downtime. Trouble shot numerous issues including security, voice and data services. Security related issues include managing ASA Firewalls and some Checkpoint firewalls to restrict traffic flows coming into the network. Data trouble shooting included managing ASA Firewalls for Virtual Private Network Tunnels (VPN’s). Trouble shot on network & Remote User VPN’s. Verified IKE phase 1 and phase 2 issues. Also used the Cisco Router CLI to trouble shoot broken ACL’s, broken DHCP, NAT, and IP Route statements. Voice trouble shooting included using the Cisco Router CLI to support SIP, Analog and PRI services. Trouble shot Broadsoft and configured class 5 features basic dial-tone and calling features. Used call tracing technologies (Empirex) to trouble shoot voice issues. Also assisted with configuring and trouble shot cloud phones (cisco and polycomm) Worked with onsite Field Technicians to help isolate network issues and when it was determined that the issue was on the customer's LAN I thoroughly explained the issue to the customer and sold them services to allow our "Total Assist" team to trouble shoot issues within the customer's LAN. Coordinated vendor meets between field techs and LAN vendors. Promptly notified customers with ticket resolution and offered service upgrade suggestions when needed. Escalated tickets to the next level of support when appropriate.

Tier 1 Tech Support 2011-2013, MarProviding tech support to Cbeyond customers in the areas of voice, data, email and other proprietary applications. Responsibility includes identifying customers’ needs, managing talk time, wrap-up time and other measurable objectives. Always striving for first call resolution and if first call resolution could not be obtained, worked with pod leader to effectively pass to tier II. • Provide telephone and remote technical support to external and internal customers.• Provide solutions to technical problems using standard tools and resources.• Troubleshoot network and PC technical problems• Provided sound solutions• Strong analytical skills• Active contributor in a positive team environment• Possess the ability to learn, retain, and apply new information in an ever changing environment.