- Supporting and maintaining the layer 2 infrastructure of the Airport

• Reach across teams and coordinate handling of escalated incidents according to ITIL, managing customer communication and heat level during the lifetime of escalated incidents• Maintain strict timelines for escalations according to SLAs• Create and maintain internal documentation that served as process for the whole department• Create detailed post mortem Incident Reports with a timeline of the actions taken and expectations for remediation when necessary• Run weekly meetings for sensitive clients discussing all incidents for that client

• Provide tier 2 repair and maintenance support for thousands of retail, commercial and healthcare related customers over the phone and through e-mail contacts for both US and international clients. • Support including, but not limited to :o Troubleshooting configuration problems with networking equipment, including : o Troubleshooting LAN connectivity on managed services- Firewalls/routers/switcheso Troubleshooting GTT core connectivity- Routers and switcheso Troubleshooting WAN connectivity- MPLS/VPLS- Ethernet- Fiber- Broadbando Troubleshooting firewall ACLso Status as primary support contact and subject matter expert in Austin for multiple customers.o Created training materials and led training for specific subjects.

• Provide repair and maintenance support for over 4,500 hotels and over 35,000 retail venues over the phone and through e-mail contacts. Support including, but not limited to :o Configuration/installation of new networking equipment, including : switches, APs, and wireless LAN controllers.o Troubleshooting configuration problems with networking equipment, including : switches, APs, and wireless LAN controllers.o Troubleshooting configuration problems with proprietary gateway software/hardware, called NMD and SIMS.o Configuring/supporting special events for conferences, including : bandwidth dedications, custom VLANs, custom SSIDs.o Creation/support of user accounts for hotel staff members.o Escalation of relationship/billing/sales issues to appropriate agents.• Performed various special projects, as assigned by my supervisor, including, but not limited to:o Creation of division communication standardization for site VLANs to facilitate ease of future configurations – I went through around 360 hotels and segmented out the network into 4 new VLANs per site so that we can set up bandwidth dedications in the future. This includes creating/tagging the new VLANs on the switch plant, setting up a DHCP scope for each new VLAN (/16 per VLAN), configuring the firewall for the VLAN to make sure that the VLANs forward traffic properly, and setting up RADIUS and welcome page configurations for each VLAN to make sure that the guests would have a proper welcome page to authenticate, if a PIN code was needed.o Creation and management of division internal knowledge base articles, which sets agent troubleshooting norms and standards, for a team across 2 countries, for a user base of 15 people.o Creation of internal cross department escalation policy for Account and Service Managers with a focus on reduction of communication times during weekend and off business hours. This increased efficiency by 2-3 business days per contact.

Technical Team Lead - April 2011 – July 2011 • Provided support for Tier 1 agents as an escalation point for troubleshooting performing assessments by pulling random tickets every month to help evaluate agent progression. 3 tickets per month, for around 15 agents.• Managed refund and billing queues created by phone agents and handled any refunds for guests that were unhappy with the service they received during their hotel stay.• Provided coaching for level 1 agents to correct any problems they had with their work, including sitting down with an agent after reviewing a ticket/call where they had made a mistake and talking with them about corrective action and how to prevent this in the future, then creating documentation to their supervisor on what was done. I would also spend around 10 hours a month listening in on calls for agents that needed assistance.• Performed various duties/projects as assigned by management and supervisors.Customer Support Representative - December 2010 – April 2011• Provided Tier 1 phone and e-mail support for AT&T Wi-Fi for over 35,000 retail locations, including Wal-Mart, Home Depot, McDonald’s, as well as Hotels including Hilton, Four Seasons, Marriott and more.• Met and exceeded all metrics while maintaining a 98% average quality score.• Primary contact for new high value customer, Hilton hotels, covering more than 3000 hotels in the continental United States.

• Acting/assisting supervisor from 2008-2010 for 10 employees when manager was not present – including taking supervisor calls and answering any questions that the employees had.• Provided phone and technical support for DSL, Cable, Dish TV, and e-mail for a variety of residential customers.• Worked for 3 years completely unsupervised, working on projects and meeting/exceeding deadlines including, but not limited to :o Accounting/sales duties for residential customers.o Phone provisioning duties for hundreds of customers.