Job Summary Cyber engineer for development, implementation, and support of Cyber services and capabilities to government customers. Job Description • Performs as a member of a team of highly skilled engineers developing, implementing, and sustaining new and emerging cyber capabilities such as DDOS, web content filtering, content blocking, full packet capture, and advanced analytics to provide actionable indications and warning. • Interacts closely with network engineers, security personnel, program managers and vendors to establish system/capability requirements and designs technical solutions to meet critical cyber services performance criteria. • Manages and participates in implementation of enterprise-level cyber service projects. Provides advanced Tier III support for cyber services. • Interacts extensively with internal engineering and support teams as well as with Tier IV support engineers of various hardware/software vendors to solve difficult problems with operational services. • Assists in resolution of escalated trouble reports to ensure resolution in a manner which least disrupts customer service.• Reacts quickly and competently to identify, track, document, escalate, and resolve immediate network vulnerabilities/threats. • Assesses risk factors and advises on vulnerability of the network to attack from a variety of sources. • Develops methods and procedures for protection of the network, systems, and applications. • Develops and implements detailed standard operating procedures dealing with provisioning, operations, and support of customer cyber services. Provides project status to management. • Provides after-hours support on an on-call basis, as required.• Travel will be required at times, but not to exceed 25%.

Call Center Solutions that include Start-ups, Re-builds, Expansions, Scripting, Training , CRM and Dialing Software. Well rounded to include Inbound/Outbound in B2B and B2C. Call Blending, Database Management and Software Development with many different products and services.Industry List: Timeshare, SEO, Travel, Medical, Health, Solar, Legal, Debt Mgmt, Home Improvement, Lawn Care, Charity, Cell Phone, Long Distance, Mobile Apps, and many more. Fully engaged and Welcoming New Clients to include some of the following;▪ Customer Experience Strategy ▪ Call Center Site Selection, Call Center Design, and Call Center Implementation▪ Workforce Management Planning and Staffing ▪ Training Development and Delivery▪ Call Center Performance Management Development▪ Call Center Operational Assessment▪ Quality Assurance Monitoring Process Development▪ Call Center Outsourcing Analysis and Implementation including Offshore▪ Live Video Support for Monitoring and Training▪ Business-to-Business and Business-to-Consumer Sales, Appointment Setting, Survey's▪ Call Center Consulting and Solutions ▪ Telephone Support and Guidance that offers immediate solutions▪ Customer Retention (Win-back or Save)

* Perform Network Management in an engineering and operations environment as a Tier 2 NOC Engineer. * Provide expertise to monitor, diagnose, and troubleshoot network problems in a mixed vendor environment. * First level of escalation to Tier 1 NOC personnel. * Conduct test and turn-up (TTU) activities for routing/switching platforms and optical transport platforms. * Administration of network management applications such as SolarWinds for monitoring, compliancy checks, firmware upgrades* Develop and maintain circuit level diagrams, IP routing schemes, and other supporting documentation.

Responsible for tracking, troubleshooting and communicating problems on the network to both engineering and VP level management. I track and trend many issues on the network, some of which include overall backbone uptime, metro uptime, chronic utilization and discards and even LSP resync times. In order to predict and evaluate this information I have to have extensive knowledge of the network design and protocols implemented. I work a great deal with other teams to respond to these concerns and to permanently resolve them. Important aspects of this job include: project management, presentation and reporting, parsing considerable amount of information, database management, command line troubleshooting, and quick fulfillment of whatever upper management drops on my desk.Essential Duties:* Understands all network technologies, designs and product offerings in order to troubleshoot and analyze complex network designs/issues and provides short/long term resolution plans. ----Understands, applies and maintains network standards as documented. Provides technical feedback to engineering concerning design/product changes/enhancements. Performs the responsibilities in a high pressure, short timeline environment, which includes managing and responding to aggressive customers.* Manages mid-range projects with minimal supervision including OPS requirements, document reviews, (Method of Procedures) MOP reviews, software and hardware upgrades, maintenance scheduling, etc.* Understands, applies and maintains network standards as documented by Architecture & Engineering. Each technology has audit tools in place the generate reports that should be monitored. Responsible for submitting GCRs to correct standard issues.* Works with vendors to determine root cause and chronic issues. Creates and implements corrective action plans to address issues. * Conducts detailed GCR/MOP reviews to ensure minimal customer impact during scheduled maintenance.

* Responsible for taking care of network and customer escalations.* Provide technical IP/Data training and guidance to junior technicians * Lead by example by providing excellent customer service and maintaining top level stats/metrics.* Being a "team lead" and "go between" for the team and management. * Creating documentation and processes as well as feed back for new toolsAlso fulfilling all my responsibilities of my previous position as an IP/Data Network Tech.

Network Assurance Monitoring:* Responsible for monitoring, performance, and troubleshooting of all backbone, aggregate, and metro equipment, services, and links.* Working with IP and data technologies (e.g., IP, MPLS, LSP's, RSVP, OSPF, IBGP, EBGP, NNI, Port-channels, MSTP, REP, Bridge Groups, etc.)* Troubleshooting, Bundled T1's, DS3, OC3-192, SONET and Ethernet circuits.* Major equipment involved Juniper M/T/MX series, Cisco 7600/ASR/3400/3550/3600 series, Overture I6000/I5000* Implementing and supporting large network projects and maintenance work; as in equipment replacement, code upgrades, and test assistance with local field technicians.* Responsible for Denial of Service diagnosis and mitigation with Arbor, ACL's and route filters.* Handling of Network Outages, opening bridges, involving engineering and field techs, resolving the outage and creating customer impact lists.Customer Assurance Monitoring:* Responsible for working all customer trouble tickets through Remedy (Support Director) that affect Internet, Layer2 service, IPVPN, Tunneling, and Converged services.* Provided assistance to the customer by daily trouble shooting BGP, MPLS, OSPF, EIGRP, VPN/IPVPN, VOIP, and other related converged products. * Worked with vendor equipment including Juniper, Cisco, Adtran, Overture, Adva, and Outburst.* Issues worked but were not limited to: Service Down, Packet Loss, Latency, Some services not working, Bandwidth limitations, Intermittent, Errors, BGP trouble, Protocol issues or loops, DNS, Configuration issues, and Information requests.Troubleshooting and provisioning:* OSPF, BGP, BGP policy, MPLS, and EIGRP* Layer 2 tunnels, VRRP, REP, UDLD, PVST+, etc* Network security using ARBOR and Filters* Common infrastructure services (e.g., DNS, SMTP, SNMP, NTP, DHCP)

Monitoring and maintenance of network devices, vendor circuits, and servers on a national level network. Responsible for the configuration of Cisco routers, switches and wireless LAN controller. I worked closely with other teams to resolve problems with vendors such as Level 3, Verizon, Qwest, etc. Working with those vendors included co-op testing, escalations, and dispatches. This position included 12 hr shifts overnight working with little supervision.

Top level tech support for high speed data and digital phone service for both residential and commercial customers. Troubleshooting that I performed included: remote router configuration and phone provisioning, support for onsite technicians, desktop support for connection to our network, creating NOC tickets, working Remedy tickets, and provide great customer service while maintaining top call stats.

Job duties included, troubleshooting of basic video, high speed data, and digital phone services, monitor and observer equipment diagnostics with software such as UDI, IGlass and DOCSIS. Then record information and changes in Remedy and CSG