Randall Arnold Email & Phone Number

Rtp North Carolina

• Performed Root Cause Analysis for problems identified by tierII engineers. RCA provided to customers included initial problem and symptoms, impact to the environment, detailed findings during diagnosis with annotated portions of relevant traces, and all viable solutions. Solutions included any possible impact to current performance or functionality, with weight to Pros/Cons.• Identified chronic issues within UC environment and provided customer with temporary workaround or permanent… Show more • Performed Root Cause Analysis for problems identified by tierII engineers. RCA provided to customers included initial problem and symptoms, impact to the environment, detailed findings during diagnosis with annotated portions of relevant traces, and all viable solutions. Solutions included any possible impact to current performance or functionality, with weight to Pros/Cons.• Identified chronic issues within UC environment and provided customer with temporary workaround or permanent solutions, based on impact to the customer’s UC environment as a whole.• Performed pro-active analysis within customer’s UC environment with provided solutions to improve performance, reduce risk of failure, or correct unreported issues.• Accepted escalations from tierII engineers to assist in resolving highly complex and time critical issues.• Worked in coordination with ROS members and directly with customers, to achieve proper resolution to re-active and pro-active issues. For non-configuration problems identified, worked with Cisco TAC to identify ambiguous bugs, and also worked with the Cisco Business Unit when code-level analysis or correction was required.• UC environment included CUCM ver 4.x through 7.x, CME, Unity, CUC, MGCP and H323 vGWs.• Performed design evaluations during customer requested change requests, and suggested any modifications that would improve performance or allow for better scalability.• Performed in high stress environment, utilizing proper time management as required to address multiple ongoing issues with technical hands-on or in performing required administrative functions to adhere to ROS standards and guidelines.• Reviewed ongoing Incident cases and provided feedback and guidance to teirII engineers as needed. Show less

Rtp Nc

• Assisted in installation and maintenance of customer re-create lab. Lab comprised of TelePresence endpoints (CTS), CTMS, CTS-Man, MS Exchange, and CUCM Pub/Sub.• Handled customer issues as escalated by service desk. Resolved issues by utilizing re-create lab, collaboratory tools, and research based on symptoms/events via device logs.• Participated in change requests which required analysis of customer requirements, research of device support and change impact, implementation, and… Show more • Assisted in installation and maintenance of customer re-create lab. Lab comprised of TelePresence endpoints (CTS), CTMS, CTS-Man, MS Exchange, and CUCM Pub/Sub.• Handled customer issues as escalated by service desk. Resolved issues by utilizing re-create lab, collaboratory tools, and research based on symptoms/events via device logs.• Participated in change requests which required analysis of customer requirements, research of device support and change impact, implementation, and testing through entire change lifecycle.• Created technical documentation for in-house technology evaluations and training, as well as documentation for all SoW for customer network change requests. • Maintained Remedy tickets assigned from pro-active alarm monitoring and service desk escalations, with customer notifications and ticket closure practices for issue resolution. • Mentored and trained Service Desk (Tier 1) employees. Show less

• Substantial call center experience in an on-call environment for tier II/III enterprise customer support.• Supported site turn-ups, system upgrades and maintenance for customers and field technicians. Participated in lab environments to recreate customer issues for testing, resolution and remote access. • Participated in staging equipment for installations with design, configuration and testing prior to field deployment. Worked closely with customers to ensure system requirements had… Show more • Substantial call center experience in an on-call environment for tier II/III enterprise customer support.• Supported site turn-ups, system upgrades and maintenance for customers and field technicians. Participated in lab environments to recreate customer issues for testing, resolution and remote access. • Participated in staging equipment for installations with design, configuration and testing prior to field deployment. Worked closely with customers to ensure system requirements had been met and made certain any additional customer requests were fulfilled post-installation, per Scope of Work. • Scope of call center support included data, voice and security solutions for routing/switching equipment, VoIP applications, CallManager, Unity, Presence, PIX/ASA, IPCC and imbedded CME/CUE/UC520 for corresponding Cisco, Adtran and other vendor components.• Assisted in the training of customers, field engineers and tier II/III engineers/technical analysts.• Produced and documented new training material as needed and made numerous on-line updates to the solutions database for internal and external customer use. Show less

** See CenturyLink, Sprint merger with Nextel, Embarq broke off as new company which later became CenturyLink. Same position/role and responsibilities with Sprint -> Embarq -> CenturyLink

** See CenturyLink, Sprint merger with Nextel, Embarq broke off as new company which later became CenturyLink. Same position/role and responsibilities with Sprint -> Embarq -> CenturyLink

• Designed, created and tested device driver and software modules for real-time, embedded package with ATM, Frame Relay and DSL telecommunication systems. • Responsibilities included the development of C and assembly language software modules for an ATM Cell Processing ASIC. Coordinated design efforts with Motorola engineers when provided documentation was insufficient or more detailed design data was required.• Supported, for testing purposes, a lab environment when utilized to create… Show more • Designed, created and tested device driver and software modules for real-time, embedded package with ATM, Frame Relay and DSL telecommunication systems. • Responsibilities included the development of C and assembly language software modules for an ATM Cell Processing ASIC. Coordinated design efforts with Motorola engineers when provided documentation was insufficient or more detailed design data was required.• Supported, for testing purposes, a lab environment when utilized to create real-time simulations with network analyzers to stress the equipment within design specifications. Monitored and documented lab results and designed remedies as necessary. Show less

• Designed, created and tested device driver and software modules for real-time, embedded package and diagnostics within DSL communications systems.• Created software simulations in C language, when hardware was not available, to test created software modules and reduce time to field.• Followed all stages of life cycle process from gathering customer requirements, design, programming, testing, implementation and maintenance.

Bs, Computer Science

BS Computer Science

Bs, Computer Science

BS Computer Science

Aas, Electronic Engineering Technology

AAS Electronic Engineering Technology