Reginald Willis Email & Phone Number

Melbourne, Florida Area

• Employed test methods to analyze channelized/unchannelized T1 and T3 utilizing DACs equipment• Utilized test methods to analyze/troubleshoot Ethernet; IP; Frame Relay; ATM; WAN; LAN• Applied Expertise in remote maintenance and repair of the following network equipment: Cisco, Sycamore, and APC.• Worked independently on projects from start to finish, including developing network designs based upon user requirements, creating network diagrams using Visio, configuring network equipment, and full implementation follow-through and documentation of requirements.• Evaluated technologies and designs in relation to the critical infrastructure and service needs for external customers• Implemented solutions that support customer visions and objectives• Participated in inter program initiatives and discussions to resolve technical challenges• Created and maintained documentation and training for engineering and NOC teams• Maintained operational excellence of network system and components to exceed customer expectations• Defined and implemented best practices for network and capacity management• Identified areas of opportunity for automation and network optimization• Routinely performed proof of concepts and service trials while documenting system integration• Experienced with IP technologies such as Netflow, TCP and UDP signaling, IS-IS, OSPFv2, OSPFv3, iBGP, eBGP, MPLS Layer 3 VPNs, Pseudowire, and Ethernet switching• Experienced with leading network vendors such as Cisco, Juniper, Arista, F5• Experienced implementing and managing carrier grade network and network technologies such as Ethernet, MPLS and SDN technologies• Planned, implemented, verified and troubleshot local and wide-area enterprise networks• Strong enterprise network trouble-shooting (Multicast, Layer 2, Cisco IOS(s), IP routing [BGP, ISIS, OSPF, and EIGRP], HSRP and physical layer issues (Ethernet, Optical, TDM))• Strong skill set with Microsoft Office software applications

Mobile, Alabama Area

As NOC Manager, it is my job to display strong qualities of leadership and initiative while being able to assist in the oversight of the NOC’s daily activities. As Manager of a NOC team, I am responsible for managing and developing a team of experts responsible for delivering the industry's best network operations support for our clients. I coach my team to successfully execute on common processes and procedures and lead my team to continually raise the industry bar by driving innovation, efficiency and customer experience improvements. I lead and manage a team of technically advanced experts and directs the team to follow documented standard operating procedures. As well as guide the development and thoroughness of existing documentation to constantly improve the network environment. I measure and manage team performance for ticket resolution and environment alert resolution. I communicate information both to senior management as well as local Operations team regarding necessary process/procedures and adjustments. I am responsible for creating and delivering internal and external communication that instills customer confidence. Effectively communicating with both internal and external customers using both written and verbal forms. I am involved in post outage investigations and provides review and resolution suggestions for both internal and external operational improvements. I am responsible for external customer meetings to review and address received escalations and communicate next steps in experience improvement. I drive team skill set improvement and support knowledge through the team consumption of new documentation and best practice information. I review team workflows and processes to ensure the highest level of customer experience. I drive the NOC team to achieve performance targets and develop annual personal goals with each team member. My experience includes Optical Transport, DWDM, SONET, Ethernet, and IP/Internet.

Greater Denver Area

Responsible for monitoring and trouble management of the Reliance Globalcom network. Performed troubleshooting and resolving problems from the customer demarcation to theReliance Globalcom backbone, including collaboration on issues with vendor circuits. Performed proactively spotting, ticketing, attending customer calls, action tracking and administrating change control. Lead the configuration, testing, turn-up of ordered services(circuits and hardware) in coordination with the Service Delivery Managers, circuit coordination, provisioning staff, field operations, and Type-II (Off-Net) third-party suppliersbefore service handover to customer. Performed proactive acknowledgement of alarmsand notify customers of service impacting events within KPI. Contacted and deployed Field Engineers for any appropriate problems. Opened carrier/vendor tickets and escalated issues with the carrier/vendor in accordance to OLAs. Performed testing of new/modified scripts in the lab before placing into the production network. Performed end-to-end testing of customer service and troubleshooting of service segments, on and off-net. Effectively troubleshoot and resolve TDM, OCx, SDH, Ethernet Issues, Layer2 and SpanningTreeProtocol issues, and IP Routing/BGP protocol/OSPF issues. Applied working knowledge(Via remote access of routers and switchs) of Layer 2 and 3 Switching and Routing, Enterprise LAN Topology, and SNMP. Worked with Extreme, Juniper, Avaya (Nortel/Tasman), RAD, Alcatel, Cisco, MRTG and other performance tools. Worked with NMStools, ticketing databases Tools–Spectrum, Remedy. Worked with SecureCRT–telnet, SSH, SSH2, and RPC. Applied an in depth understanding of Layer 2 (802.1q, 802.1p, QinQ, ethertypes, STP, L2vpn), MPLS, VPLS, Layer 3 protocols(OSPF, BGP, EIGRP). Showed familiarity with multicast, and Quality/Classof Service (QoS/CoS)

Broomfield, Co

Remained customer support and service focused, while working on troubleshooting trouble tickets that included systems such as Transmission (DS1/DS3/SONET), Switching(Circuit-switching/SS7), and TCP/IP(routers/higher-layer protocols). Troubleshot Cisco, Juniper, and Adtran routers that supported PPP, MPLS, and VPNinternet circuits which included Ethernet and VLAN troubleshooting. Implemented change request through working knowledge of BGP, EIGRP, OSPF, andstatic route protocols. Fault determination, and deciphering the OSI layers 1, 2, and 3. Efficiently and accurately managed customer initiated trouble tickets to resolution.Troubleshot, managed and corrected customer work/change request. Provided accurate and consistent customer communication during established intervalsusing phone, email, and ticketing notes. Monitored network and customer facing resources for impairment and out of serviceconditions. Conducted remote equipment installation, and maintenance activities.

Englewood, Co

Support all product types for end-users with large business account clients. Answered telephone, written, or Internet-based inquiries of both basic and complex technical nature supporting the company's products and services. Support is primarily related to external clients, but they may also assist and advise internal clients. Analyze both routine and non-routine problems with wireless equipment, software applications, and network performance to identify problem root cause and recommend corrective action. Recommend solutions to customer questions which may require follow-up or escalation to a higher level of expertise. Handled situations which require adaptation of response or research according to unique customer situations. May orient, train, and support other employees. Maintained log of problems so recurring problems can be reported to product or service development.

Denver, Co

Provide escalation support to over 200 internal employees. Taking escalation calls to provide accurate and legible information for procedures and policies to the customers. Resolve escalated issues pertaining to customer service issues with employees, as well as, company procedures and policies. Negotiate compromises arising from conflicting customer, systems, or business requirements. Analyze and research new or existing products, systems, procedures, and/or work flow needs; recommends solutions/action. Deliver beta documents, including customer requirements and definitions using standard documentation; flow charts, job aids, and other related process documentation

Huntsville, Alabama Area

Field inbound phone calls from existing members and club personnel with pre-sale and after-sale inquiries, website support, and membership inquiries. Provide website support to members with password resets, online shopping inquiries, address changes and other related inquires pertaining to Member's Only Website. Assist members with membership inquiries, membership renewal payments, membership transfers, replacement membership cards, and other pertinent membership related inquiries. Assist members and/or clubs with order inquiries including: order status, order cancellations, product returns, damage/defective claims. Answer inquiries by clarifying, researching and locating desired information. Resolve problems by exploring alternative solutions and escalating unresolved problems. Maintain call center database (Salesforce) with detailed information regarding open cases/issues to ensure proper follow-up and resolution. Build rapport with members

Huntsville, Alabama Area

Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches team members to ensure improvement and efficient productivity is achieved. Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team; manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed. Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Documents all coaching/development sessions in the appropriate databases in a timely manner. Interaction with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required. May perform other related duties and responsibilities as assigned and/or required. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner.