Robert P. Email & Phone Number

Vancouver, Washington, United States

TAC Tier III Technicians have intimate knowledge of the Layer 2 and Layer 3 carrier networks and networking protocols and services including STP, REP, VLANs, ERP (G.8031/2) MPLS L2 / L3, DIA, VPLS, IPVPN, ISIS, BGP, OSPF, and DDOS. Possess excellent communication skills, and able to perform in-depth troubleshooting of all network issues that arise, often communicating directly with vendor technical support and high-level customer contacts. In-depth knowledge of various vendors including Cisco, Juniper, BTI (Juniper), ALU (Nokia), Cyan (Ciena), Radware, Arbor, and Accedian.The primary functions of a TAC Tier III Technician are to perform escalated Ethernet and IP network isolation repair, execute tactical network projects, and own overall network troubles and event management until resolution. Performs a critical function within the network repair process and ultimately impacts the NCC’s ability to meet Network Availability and Restoration commitments made to Zayo customers. Daily expectations but primarily driven by outages and projects in the IP and Ethernet networks that require greater attention to detail and management from a more advanced technical resource.TAC Tier III Technician – focus will be on the IP Network chronic resolution, process creation/implementation, training, and liaise with Operations Engineering on IP/ Ethernet network elements and products – all overlapping responsibilities are as follows:- Technical Escalation: The primary function is to serve as the highest level of technical support within the NCC organization, serving as a technical escalation point to NCC technicians, and is responsible for engaging the vendor and high-level customer contacts when necessary.- Network Fault Management- Project Management- Technical Training- Network Documentation- Network Performance Management- Vendor Management- Network Maintenance Support

Vancouver, Washington, United States

- In a 7x24x365 technical repair center, Service Assurance Technicians support existing and new customers by serving as primary technical support for all customer repair issues. These technicians should be proficient in two or more technical disciplines (VoIP / SIP, Data, and Transport). Ability to watch and review alarms, logs and interpret to achieve desired results.- Completes third level network problem determination including testing, isolating, documenting and resolving transport/network issues.- Provides guidance to other technicians on repair and maintenance issues.- Provisions all complex products including features in all Allstream switches and routers.- Understanding of different delivery methods (L2/3 VPN, MPLS, Metro and Carrier Ethernet, IPSEC, and legacy TDM)- Understanding of network security, encryption protocols, IPsec VPN- Advanced Understanding of VoIP protocols, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af)- Familiarity with customer premise scenarios, wiring, LAN, etc.- Provides qualitative technical service assurance support to internal and external customers.- LEC electronic trouble ticket entry and escalations.- Responsible for service assurance for all network troubleshooting for switching, data services and transport including call routing, switch translations, data routing, internal network transport topology and last mile transport to customer demarc.- Performs overall client services review and thorough trouble analysis to determine if other factors are contributing to repeat issues.- Completes network problem determination including testing, isolating, documenting and resolving transport/network issues.- Utilizes effective customer service, interpersonal communications and technical problem solving skills and techniques during frequent interaction with customers and external LEC contacts.

Vancouver, Wa

Manager of the Vancouver, WA Integrations NOC team at WiLine Networks (EHFNET Works Inc.) where we work on new company acquisitions to integrate the new RF wireless and fiber networks into the existing network.• Monitor and support the company's production infrastructure, systems and applications.• Assist in coordinating operations and engineering teams in order to identify errors and anomalies.• Identify and verify service impact to customers, and dispatch subject matter experts in support of problem resolution.• Communicate with internal and customer-facing teams in support of status updates regarding open issues, and implement actions in support of root cause analysis and problem remediation.

Vancouver, Wa

Worked as Tier II Lead Technical Support Engineer for MIDS/night shift at Zayo (formerly Electric Lightwave / Integra Telecom) - first level of escalation for the Advanced Services Team, and is responsible for all repair, design, configuration, event management, and technical support for VPN/MPLS, High-bandwidth Carrier Ethernet/Fiber/Coax/Copper, and SIP network backbone and managed customer premise equipment repair.• Broad network background and solid understanding of Ethernet, Fiber, SONET, DWDM, T3/T1, ATM, TCP/IP, SS7, and experience with troubleshooting data and voice circuits from DS0 to OC-192/10G, 100G and above.• Operational background of Carrier-class network equipment by vendors Cisco, Juniper, Ciena, Accedian, JDSU, Adtran. Alcatel, Fujitsu, Infinera, Turin, Tellabs, Lucent, etc. from admin, support, maintenance and repair standpoint.• Provide advanced technical support to accurately design & repair complex network solutions requiring multiple dynamic routing protocols such as BGP, OSPF, EIGRP, high-bandwidth and high-avilabililty network services including Layer-2/3 VPN, MPLS, SIP, QoS, Metro and Carrier Ethernet, Fiber-optic, IPSEC, cloud voice & firewall services offerings.• Call queue coverage, and actively monitor, research, query and respond to network event incidents from Netcool, Splunk, and similar network database and monitoring tools.• Document all work performed in a comprehensive ticketing system, and maintain a central Team KnowledgeBase/wiki for on-going technical and product support.• Work closely with internal teams from Tier III, Engineering, Maintenance and Service Delivery. • Coordinate the project management, testing and repair of network backbone and managed customer premise equipment with data + voice service providers/LECs, vendors, and field service personnel.• Responsible for repair and all network troubleshooting for switching, data services and transport.

Vancouver, Wa

• Monitored the company backbone network to ensure availability to all users. Observed and controlled the status and performance of all components of network facilities. Identified, diagnosed, and resolved problems affecting network performance. Adapted procedures, processes, tools, equipment and techniques to meet the complex requirements of the position. Utilized Orion SolarWinds, Netcool, Alcatel NMS, and OpenNMS for network alarm feeds and followed processes to advance rapid repair of network troubles.• Supported primarily layers 1-4 of the OSI model, on both copper and fiber transport in the backhaul network ranging from OC-12/OC3/DS3/T1 to xDSL DSLAMs, including a strong MPLS VPN footprint.• Handled all network-facing maintenance trouble tickets, incoming phone calls, and email support requests as first line of support to take appropriate action toward resolving backbone network problems as they appeared. Also directly supported the Hi-Capacity customer circuits [50,000+ users/PVCs/VPNs/Hosts, etc].• Managed equipment alarms and tickets, and ensured timely response.• Detect, perform detailed analysis, and drive the resolution of network switching and transmission system problems while minimizing impact on customer service.• Working knowledge of the OSI Model and common telecommunications technologies and protocols such as: TCP/IP, Ethernet, SONET/SDH, DWDM, DNS, OC12, OC3, T3, T1s, etc.

Vancouver, Wa

• Provided system and network monitoring, maintenance, trouble management and trouble resolution• Monitored, maintained, and troubleshot the IINet WAN/LAN comprised of Sun Solaris, Linux, Windows servers/hosts, Cisco routers/switches, Redback routers, Frame-relay, Point-to-Point, Wireless, ATM, DSL, ISDN and analog dial-up dedicated and non-dedicated business/residential customers. • During service outages I troubleshot issues working toward full resolution including dispatching Facilities Engineer Technicians onsite to POP locations [CA, WA, and OR states] to work with me to resolve the issue or involve a Systems or Network Engineer directly to resolve the issue.• Troubleshot, resolved and/or escalated hardware+software issues with IINet production and Dev systems• Implemented patches and new releases to production systems.• Worked with Systems and Network Engineers and Developers when troubleshooting issues and implementing fixes, and workarounds.• Interfaced directly with vendors of software/OS's that were deployed throughout the network and Backbone and/or Telco LEC/ILECs to resolve issues with high-end upstream Internet connections.• Provided direct phone, live chat, and email support for Dedicated Servers, Business high speed frame-relay [fractional and full T1/T3, etc], point-to-point, DSL, ISDN, dedicated business routers, firewalls, modems, etc.• Configured NAT, DHCP, VLANs and updated routing tables.• Troubleshot HTML, PHP, Perl/CGI scripts on IINet OpenBSD/Solaris webservers.• Documented, troubleshot and resolved or escalated issues from IINet Tier I and Tier II, and all Inter-office departments.• Provisioned xDSL circuits on ATM Redbacks and Cisco routers. Assigned static IP addresses. Identified network Abuse issues {open-relay mail servers, virii, DMCA comaplins, open proxies}, suspended offending accounts by null routing the offending IP(s).• Configured/monitored IINet WAN/LAN monitoring software IPSwitch WhatsUp Gold.

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