Scott Roland

Scott Roland Email and Phone Number

Technical Support Manager @ AgEagle Aerial Systems Inc.
Sanford, NC, US
Scott Roland's Location
Sanford, North Carolina, United States, United States
Scott Roland's Contact Details
About Scott Roland

Creative, highly motivated and team oriented, Technical Support manager with over 20 years of experience with troubleshooting, supporting, and maintaining external customer networks.• Take charge approach to supporting large customer networks during outages and catastrophic events• Seven years of experience as “after hours manager” for Ribbon Emergency Recovery Team• Experience working with customers to identify and resolve issues in a timely manner during high stress outage scenarios. (Verizon, AT&T, Lumen, Bandwidth, Large Enterprise)• Proven experience and effectiveness engaging next level support and Design teams to resolve complex network issues • Proven effectiveness handing highly escalated issues and interacting with internal and external customer executives to develop and update action plans for problem resolution• Player/Coach approach to solving issues. Experience with network concepts and protocols, TCP/IP, Radius, SNMP, SS7, SIP and network troubleshooting tools tcpdump and Wireshark.• Lead Disaster Recovery exercises for floods, hurricanes, and security breach events • Working understanding of budget and budget adherence requirements • Escalation prime and assigned Technical Account Manager for UCaaS, CPaaS, and CCaaS external customer provider AVCT (American Virtual Cloud Technologies)

Scott Roland's Current Company Details
AgEagle Aerial Systems Inc.

Ageagle Aerial Systems Inc.

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Technical Support Manager
Sanford, NC, US
Website:
ageagle.com
Employees:
13
Scott Roland Work Experience Details
  • Ageagle Aerial Systems Inc.
    Technical Support Manager
    Ageagle Aerial Systems Inc.
    Sanford, Nc, Us
    View
  • Ageagle Aerial Systems Inc.
    Technical Support Manager
    Ageagle Aerial Systems Inc. Feb 2023 - Present
    Raleigh, North Carolina, United States
    View
  • Ribbon Communications
    Global Emergency Recovery Support Manager
    Ribbon Communications Jun 2015 - Feb 2023
    Morrisville, North Carolina, United States
    Global Emergency Recovery is Ribbon’s 24x7 team with the primary purpose of restoring customer outages, solving loss of redundancy, health monitoring, and root cause analysis investigations.Responsible for a 24x7 team of twelve outage recovery engineers focused on outage recovery and resolving emergency impacting issues for Ribbon external customers, including large carriers and large enterprise accounts. Hand on leadership to ensure restoration actions are developed and executed to restore customer outage issues in accordance with Service Level Agreements and committed KPI’s. • Provide technical and management leadership during outage events covering the entire portfolio of Ribbon telephony and network products• Ensure recovery practices are followed and all recovery activities are documented in CRM tool• Update Ribbon and customer executives on progress and details of outage recovery• Meet or exceed external customer SLA’s • Maintain all ISO Emergency Recovery documentation and represent the support teams for ISO audits• Schedule and staff customer monitoring requests to ensure network stability• Ensure staff training, development, and performance tracking as the people manager• Ensure staff utilization and adhere to department budget
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  • Genband
    Tier Ii Product Support Engineer
    Genband Jun 2010 - Jun 2015
    Rtp
    Customer Product Support Engineer for the Session Initiation Protocol (SIP) Gateway as part of the Voice over Internet Protocol (VOIP) solution.Primary responsibility involves the troubleshooting of product software for customer reported issues. Including off-hours support for customer-escalated and outage issues. Collaborate with Tier I support engineers and product design engineers to provide software updates to resolve customer reported issues in a timely fashion. • Provide triage of current customer issues and identify if any Ribbon or non-Ribbon products were experiencing or the source of the current customer issues.• Design and test software solutions to meet or exceed customer expectations.• Reproduce and identify problematic software code and provide corrective changes.• Enhanced Peer engineer employee performance through daily mentoring and one-on-one discussions on customer reported issues.• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
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  • Nortel Networks
    Tier Ii Product Support Engineer
    Nortel Networks Jun 1999 - Jun 2010
    Rtp
    Customer Product Support Engineer for the Session Initiation Protocol (SIP) Gateway as part of the Voice over Internet Protocol (VOIP) solution.Primary responsibility involves the troubleshooting of product software for customer reported issues. Including off-hours support for customer-escalated and outage issues. Collaborate with Tier I support engineers and product design engineers to provide software updates to resolve customer reported issues in a timely fashion. • Provide triage of current customer issues and identify if any Ribbon or non-Ribbon products were experiencing or the source of the current customer issues.• Design and test software solutions to meet or exceed customer expectations.• Reproduce and identify problematic software code and provide corrective changes.• Enhanced Peer engineer employee performance through daily mentoring and one-on-one discussions on customer reported issues.• Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.
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Scott Roland Skills

Sip Ss7 Tcp/ip Voip Ip Clearcase Tdm Isup Linux Debugging H.248 H.323 Telecommunications Perl Ethernet Snmp Solaris Mysql Switches Isdn Troubleshooting Telephony Unix Mgcp C C++ Protel Rtp Atca Bash Media Gateways Qos Unix Shell Scripting Unified Communications Atm Networks Cdma Routing Softswitch Wireshark Sdh Udp Java Javascript Oracle Sql Xml Solid Database Sip Trunking Tcap Shell Scripting Vse

Scott Roland Education Details

Frequently Asked Questions about Scott Roland

What company does Scott Roland work for?

Scott Roland works for Ageagle Aerial Systems Inc.

What is Scott Roland's role at the current company?

Scott Roland's current role is Technical Support Manager.

What is Scott Roland's email address?

Scott Roland's email address is sr****@****.rr.com

What is Scott Roland's direct phone number?

Scott Roland's direct phone number is +191975*****

What schools did Scott Roland attend?

Scott Roland attended Appalachian State University.

What skills is Scott Roland known for?

Scott Roland has skills like Sip, Ss7, Tcp/ip, Voip, Ip, Clearcase, Tdm, Isup, Linux, Debugging, H.248, H.323.

Who are Scott Roland's colleagues?

Scott Roland's colleagues are Daniela Arimondi, Vincent Becker, Belkis Cruz, Alvaro Gonzalez Gijon, Russel Branson, Martin Chavez, Cyrille Thomas.

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