Tyler Waldrop Email & Phone Number

Lawrenceville, Ga, Us

San Ramon, Ca, Us

• Monitor and Identify events proactively resolving issues• Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems• Test and turn up of SIP and ISDN trunk groups• Report all service impacting issues within 5 minutes of detection• Respond & resolve customer escalations within the SLA window• Turn up customer applications & services in accordance with standard procedures• Open and track to resolution carrier and internal tickets• Internal & external incident notifications• Monitor Network Security and report and document any breaches.• Perform daily, weekly monthly and quarterly maintenance procedures and defined in the Operational Guidelines• Gather and report data on the health and operation of Five9 services

Norcross, Ga, Us

• Process orders and manage implementation of all new, MACD and disconnects using multiple systems and carrier portals. Coordinate new service delivery and turn up with carriers, vendors and customers• Order and maintain telecommunication services ranging from DS1/ DS3 voice and data circuits to PRI's, Fiber, SIP, dedicated toll free, and leased-line LEC circuits• Provision LNPs, switch provisioning, digital VOIP, wireless and other services such as call features, 911 records, directory listing and CNAM information.• Coordinate with ILECs/CLECs to obtain CFA, DLR, and FOC for orders as required• Manage the order process by tracking delivery milestones and proactively initiate appropriate levels of escalation, both internally and externally that may jeopardize installs completing on time• Track delivery due dates and coordinate delivery with other departments• Process LSR and CSR requests in a timely manner, meeting FCC standards• Identify and resolve order and ticket issues, keep detailed documentation and oversee all aspects of orders and tickets

Seattle, Wa, Us

· Act as a single point of contact for projects implementations and initiaves.· Producing documentation on completion of projects and leading the tranisition of the newly implemented service or system into the local site teams and operation customers. Act as a technical POC for all new services implemented.· Provide mentoring and training to technicians and other engineers and act as technical contact for remote support teams as and when required.· Manage the availability of all IT equipment and infrastructure through continuous improvement and continuously look to improve equipment efficiencies and cost reductions accordingly.

Atlanta, Ga, Us

• Troubleshoot and correct device over the air registration information.• Responsible for fraud detection and reporting relating to voice and data services.• Create and update training documents as processes change.• Run reports within the database using SQL and Excel queries to locate and correct mismatched data.

Paris, Fr

• Resolve any ordering related issues with the PTT or 3rd party vendor.• Perform Order Validation of assigned order with the local customer.• Accountable for ordering and management of all local loop requests from the receipt of valid service request, to physical delivery in accordance with commited schedules.

Atlanta, Ga, Us

• Perform proactive monitoring and maintenance of T1 circuits to isolate trouble and drive resolution of trouble tickets.• Conduct acceptance testing for circuits and document test results.• Monitor trouble ticket queue, IVR and email distro for preinstall and circuit failures.• Open, update and close trouble tickets as required.• Perform remote testing, troubleshooting and configuration of network devices.• Configure CISCO routers with configurations to establish Analog, PRI, Ethernet, wireless and SIP voice and data services.• Thoroughly document order status in company systems as required.• Drive field installations by dispatching installation techs, ILEC resources, and customer vendors to achieve successful implementation of services.

To order, deliver and pre-test all access circuits for the Americas region in a timescale allowing the program to complete all migration by project target date• Orders delivered on time as per the customers/program commit date• Acting as the single point of contact (cluster/supplier facing) for all access ordering, supplier follow ups, escalations and circuit delivery including pre-testing – leading/engaging in cluster and supplier calls, updating all systems (Including PPR as the main data repository for Access delivery information) and providing cumulative reports• Supporting the OM and config teams with circuit failures during process and RTT/Migration to troubleshoot fault diagnose and resolve in the most timely fashion possible

• Manage the maintenance and repair of the telecommunications and ancillary electronic equipment for BT Private Line services globally and the BT Americas Region for Data services including the BT Infonet products.• Access and utilize various transmission test equipment.• Manage quality assurance checks on new service installations or changes.• Prioritize daily work activities by reviewing Expedio cases, planned works notifications, Flash GBS notifications, emails and other daily information sources.• Assist with various new projects that require support from the BT Service Desk.• Manage migrations on data platform

Atlanta, Ga, Us

Troubleshoot advanced product or service issues, including but not limited to DS1 transport, PRI / CAS / FXS telephony, and DNS with proper escalation as necessary to achieve optimal trouble resolution times.• Strive for first call resolution, if first call resolution cannot be met, properly code trouble tickets for escalation to Tier II Tech Support using Ticket classification Guidelines.• Resolve routine Trouble Tickets, including but not limited to E-mail, voicemail, auto attendant, Web Hosting, and browser configurations.• Management of Cisco IAD 2430, Call Agent Soft switch, T1 Router, VPN and SIP connect, to resolve customer troubles.• Perform additional duties such as; data analysis, reporting. As well as provide input for troubleshooting diagnostic tools.

Atlanta, Georgia, Us

• Support global customers via Cisco telephone and email in a Network Operations Center• Analyze and resolve issues with telecommunication providers• Dispatch techs for reboots of customer equipment collocated in different locations• Responsible for clear and concise ticket documentation utilizing REMEDY• Investigation and resolution of customer support issues• IP and DNS migration• IPv6 Experience• Troubleshoot DNS records using Bind9• Familiar with Collocation Procedures and Data Center Operations

Bachelor Of Science - Bs, Network Operations And Cloud Security

Associate’S Degree, Computer Information Sciences - Cisco Networking

Education record