Richard Fulk Email and Phone Number

• Monitored, ticketed, and facilitated the resolution of outages and other critical subscriber impacting issues affecting the Time Warner Cable Network. • Quickly analyzed and reported issues related to systems including: the Digital Network Control System (DNCS), Switch Digital Video (SDV), Video-On-Demand (VOD), Cable Modem Termination System (CMTS), Hybrid Fiber Coax (HFC) Network, Voice-Over-IP (VOIP), SONET Network, Metro-E, various routers and servers. • Provided technical, engineering, and operations support for field technicians, hub-site technicians, network engineers, commercial network engineers, commercial field engineers, commercial support engineers, the Time Warner Cable Global Network Operations Center (GNOC), the Carolina Regional Data Center (RDC), the Advanced Technology Group (ATG), and Technical Services Group (TSG).• Interacted with various 3rd party vendors including Cisco, Motorola, Concurrent Computer Corp, Arris, Juniper, Tandberg TV, Big Band Networks, and various power utility companies in the North Carolina & South Carolina Areas. • Setup telephone bridges and organized necessary fix agents and management to facilitate the resolution of a range of issues that affected the TWC network. • Operated a host of software tools including Remedy, Big Brother, Unified, Netcool, Icoms, iGlass, C-COR, and SolarWinds.

• Provided over the phone technical support for high speed data, digital phone, and cable television services to external customers.

• Trained newly hired employees on how to troubleshoot for Bellsouth Fast Access DSL.

• Provided quality customer service while troubleshooting network related problems with residential and business customers. • Walked customers through setting up home networks.• Troubleshot numerous Bellsouth software products including proprietary firewall and antivirus software. • Diagnosed and or resolved PC problems preventing customers from accessing the internet.• Assisted with new employee training.