• Help Enterprise Support (ES) customers achieve their strategic outcomes related to cost optimization, improving security posture, workload modernization, and improving their cloud education.• Complete Strategic Business Reviews (SBRs) with ES customers to go over financial analysis, operational analysis, support case review, and strategic items of importance.• Escalate support cases with internal support engineers, service teams (including leadership), and billing/concierge teams. I am the customer’s voice and advocate within AWS.• Contribute to the business by spreading the word on security tools that can be used to improve customer security scores. Lend myself to support other TAMs and their customers with security initiatives that benefit from our internal tools and processes.

• Define and prioritize the backlog for the Big Data Pipeline Team (BDPT). This includes defining the user stories for each iteration in the Program Increment (PI).• Collaborate with business owners to gather requirements for existing and new applications in the Verizon Data Warehouse. This helps define features for the current and upcoming PI.• Attend PI Planning Events to map out PI Objectives for the next quarter. Present the BDPT’s system demo and upcoming PI objectives.• Collaborate with the Product Managers (PM) to prioritize the features for the BDPT. Work with the PMs to clarify business values for features and report any potential impediments to the current workload.• Accept or reject user stories that are complete at the end of every 2-week sprint (iteration).• Ensure that the BDPT is properly aligned to PI objectives.• Stay up to date on Scaled Agile standards and practices. This includes attending training sessions throughout the year that cover different aspects of being a Product Owner.• Assist with building Territory Performance tools and dashboards, and ensuring that the data is reflected accurately.

• Assisted with long-term monitoring to check for any anomalies in our network and determine the cause.• Helped reduce latency in our EBH and transport networks. This was part of my efforts on the latency epic team. - This included working with Network Assurance (NA) for VLAN path optimization for Cell Site Routers (CSR) to correct QoS settings. - Led the initiative to adjust OSPF costing for the St. Clairsville market. Once this costing was adjusted to utilize the lowest latent path, the transport latency was reduced by 8ms. - Worked with Ohio transport teams to prioritize and reduce the transport latency for Akron and Cleveland. - Led the initiative to adjust OSPF costing for the Harrisburg, PA market. There was a 3.4ms improvement in transport latency.• Worked with the SevOne epic team and NA to create and adjust alerts, dashboards, and Airwave DP integrations for SevOne.• Worked with the ULM/Syslog epic team to create and adjust alerts, dashboards, and Airwave DP integrations for ULM.• Led the NCT Jira Admin epic to improve the NCT spaces for Territory Data Performance and the National Data Investigations Page.• Assist with major outages and troubleshoot with NA and other performance teams.

• Configure and maintain major network elements. - This includes working 3rd shift to implement intrusive, high-risk activities.• Troubleshoot connectivity issues to network elements. - This includes layer 1-3 issues, ranging from dirty fiber optics, to wrong VLANs and IP addresses on a router.• Assist Network Engineers with adjusting configurations and scheduling device failovers/switchovers to the redundant mate (often required late at night).• Engage management, the NOC, Vendors, and Carriers on outages.• Automate server maintenance with cron jobs and Python scripts.• Upkeep Linux and Unix skills necessary to work on specific types of network equipment.• Upgrade network elements to new software loads and migrate to new platforms when a product is EOL.• Troubleshoot widespread, customer-impacting problems. - Use different packet capture and session analyzer tools to determine if there is an anomaly with packet flow or call flow.• Monitor the network utilizing various reports, dashboards, and real-time tools.

• Log into Firewalls, Juniper NSM, and Intrusion Prevention Systems to check logs and update rules, policies, ACLs, and routes.• Verify Cisco router and switch settings within a secure environment.• Monitor and update Juniper Infranet Controllers for user authentication.• Use the command line interface on Firewalls to complete troubleshooting sessions – debug, snoop, etc. Review these captures to determine if the traffic is getting blocked.• Lockdown Site Vaults (FW protected resources) and make NetOps changes as needed.• Represent Firewall changes on Vault Security Review meetings.

• Reconfigure routers and switches• Change and update Check Point Firewall rules• Install security policies and monitor network bandwidth and web activity• Utilize Wireshark to detect packet loss and collisions on the network• Troubleshoot connectivity issues with routers and switches• Manage Active Directory accounts and DHCP Scopes• Redistribute IP Addresses for 600 PCs and 200 servers• Install, troubleshoot, and update applications and hardware for 600 users

• Onboard and season new applications• Analyze and audit Active Directory/Mainframe/DBA activity• Define procedure manuals• Compare application reports for ArcSight development• Escalate any activities done by unauthorized Administrators• Write scripts and macros to make reconciling reports easier

• Assist customers with wireless and VPN connectivity issues• Assist customers with application and MS Office issues• Monitor Help Desk queue and reassign misrouted tickets• Domain and OS migration troubleshooting• RSA token and BlackBerry support• Coordinate with Network and Server Administrators on outages