Michael Castaneda Email & Phone Number

Houston, Texas Area

Assist NOC in troubleshooting new turn upsCircuit provisioning and documentationAssignment and recovery of IP blocksNetwork analysis and discovery for new turn upsService disconnections and task creation for equipment recoveryPeer training and collaborationTroubleshooting with customers and Field personnelTesting with field personnel to confirm service deliveryReview and completion of assigned tasks in L360Review and completion of adds, moves and changes in SAMMReview and respond to emails from IC’s, managers and supervisorsTime accounting entry for records

Downtown Houston

• Create tickets using the Remedy ticketing system to track, resolve and document customer issues with data and voice services• Initiate contact with troubleshooting with local exchange carriers to facilitate remediation of issues on last mile handoff to customer premises equipment• Dispatch and assist field technicians with troubleshooting, replacement and installation of customer's voice and data services.• RFC and Net Quality testing and documentation of delivered services prior to turning over for customer use• Interface with TX811 calls to dispatch and verify locations clearly tagged and marked in the prevention of service disruptions• Trained in troubleshooting voice and data issues on MRV Optiswitch, Hatteras Ethernet Modems, Adtran NetVanta 800 and 600 Series network appliances and Alcatel Routers

Monitor and provide over-sight during the resolution process for devices actively connected to the CPL SCADA communications network by interfacing and coordinating between field personnel and vendors. CPL (Chevron Pipe Line) includes approximately 1000 Remote Devices connecting back to Houston including PLC’s (Programmable Logic Controller), RTU (Remote Termination Unit) and Flow Computers. Remote connectivity to the SCADA Devices can be in the form of: dedicated circuits, VSAT, radio, microwave. 24*7 support of the pipeline communications critical for the operators control of the products being moved for Chevron.

Houston, Texas Area

• Identified and corrected voice/data issues for 400+ locations world wide• Coordination between field technicians, customers and vendors for site implementation• Day2 support of newly installed sites for customers and field techs• Achieved on time rollout of over 100+ sites for major oilfield customer in critical time sensitive environment• 2nd level guidance and escalation for 1st level techs troubleshooting issues with VSAT, Voice and Routing • Mentorship and training of incoming personnel on policy, procedure and equipment used in NOC environment• Averaged 6-8 case closures per day• Skills: SCADA, VSAT Communications, TCP/IP, LAN/WAN routing and switching and related protocols, Cisco Call Manager, Unity VoiceMail, VOIP• Equipment supported Cisco 800 and 2800 series routers, 2900 and 3500 series switches, IDirect modems, Winegard and Seatel VSAT,

Providing worldwide IP based Cisco voice and data networks for oil and gas rigs over VSAT using SCPC and I-Direct solutions. Monitor and maintain network infrastructure. Provided IP and VSAT support for voice and data networks in a network operations center environment. Responsible for design and implementation of NOC policy, procedure, technical documentation, and operational work flow processes. Responsible for opening tickets, dispatching field engineers and providing follow-up and escalation of critical issues. Regularly use Cisco Call Manager (CCM ) and Unity to administer moves, adds and changes for end user customers telephony services. Work with Field Engineers to troubleshoot remote connectivity problems, equipment moves and install of I-Direct network customers.

Project management and day to day operation of world wide MPLS voice and data network using Cisco routers, switches and Avaya PBX’s. Made recommendations and assisted in the deployment of technologies to optimize usage of existing data network for Voice over Data applications as well as implementation of Polycom video conference equipment for overseas offices. Worked closely with customer base and vendors to facilitate projects involving voice and or data communications including coordination of hardware and software upgrades and installation. Maintained CAT 5E/6 wiring plant and Avaya PBX system for corporate office. Responsible for scheduling of regular maintenance for Core Computer network facilities and oversaw back up of key networking equipment. Documented network implementation and deployment. Created corporate policies for network cabling, PBX’s and satellite hardware. Responsible for following, maintaining and enforcing established change management procedures.

Work in cooperation with sales staff to design simple routed LAN and WAN networks based on customer needs with focus on Voice and Data convergence. Design Visio diagrams used to help sales staff in presenting and documenting solutions for more scaleable and viable networks. Provide pre and post-sales support for Cisco, Avaya, Adtran and Kentrox networking hardware. Use extensive knowledge of variouscircuit types (ISDN, T1, Fractional T1, Leased Lines and Frame Relay) to troubleshoot, configure and install networks in local sites and pre-configured equipment for remote access to facilitate installation at remote customer sites to provide an out of the box experience for our customers. Diligently maintained CCNA/CCDA certifications for VAR status. Assistance to sales team was instrumental in assisting companygoal of doubling overall sales to nearly 10 million dollars during my tenure.

Greater Salt Lake City Area

• Deployed as part of team instrumental in establishing Call Center to answer incoming calls and e-mail from customers• Assisted customers with the installation and configuration of various Cisco routers ranging from the 700 series to the 4500 series. • Competent in implementations using Frame Relay, Leased Lines, and DDR using Async and ISDN. • Troubleshooting skills included working with IP, IPX, Appletalk, NAT, IGRP, EIGRP, RIP 1 & 2, Static routes. • Key member of training team used in the continued training of new hires on the call center floor.

Assigned to USS YORKTOWN CG-48. Reported directly to the captain for the QA of all shipboard lube oils and fuel and boiler water. Tested and maintained onboard boiler water chemistry. Maintained ships trim and list thru proper storage and transfer of onboard fuel. Oversaw refueling of ship at sea and in port.

Education record

General Studies