Provided technical support for both our client base and internally for issues involving sms troubleshooting and for our platform user interface. Worked closely with our certifications team and sms aggregators to escalate problems not directly related to our platform. Worked closely with application engineers to resolve problems and keep clients and account managers updated. Used several tools such as sql to find information related to sms traffic or for making reports and command line interface tools to assist in diagnosing issues and for file manipulation. Used salesforce, jira, and RT ticketing systems for updating cases. Automated some tasks using shell scripts and perl.

Provided support to keep Tellme's premier VXML Voice Application Network running at peak efficiency/uptime via monitoring, preventative maintenance and outage mitigation within the Operations department. Resolved technical issues, effectively communicated complex issues to vendors as well as internal engineering teams. Troubleshot issues using a variety of tools such as Solaris, load balancers (netscaler and alteons), routers (JunOS), and internal applications to assist in routing traffic, depref/depeering networks, Solaris and some windows server issues.

Troubleshot issues involving sms transactions for clients and internally on a complex, linux-based network. This included problems involving xml, smpp, and java interfaces for clients along with linux and isp issues within the company. Trained new employees for position. Wrote shell scripts to assist with analyzing data. Assisted in monitoring network. Also escalated to tier 3 and isp's when necessary.

Provides technical support, reboots, and remote assistance for Customer’s IT infrastructure systems and services using HP Openview, Veritas Netbackup and Unix; Initiates, updates, and tracks network trouble tickets; Supervises power readings and provides real time responses to outages within the data center; Performs pro-active network status and health checks as part of normal surveillance activities; Instrumental in performing duties such as laying cable, tracing circuits, assembling/disassembling rack and cage space; Completes routine technical tasks requiring a working knowledge of networks, servers, operating systems and telecommunications.

Assisted customers with connectivity issues for T1, DSL, and dial-upTroubleshot email issues for customers using Windows XP, 95/98, 2000, and Macintosh using many email clients; Maintained DNS, performed co-location tasks and monitoring duties for our customers and the internal network systems and telecommunications.

Maintained DNS for customers including troubleshooting problems concerning DNS using BIND; Provided recommendations for some customers and fixed issues that may have caused a customer's site to go down. Also checked and corrected the work done by fellow employees; Pinpointed locations of packetloss/latency in the Cable and Wireless Network (WAN) using Cisco router and Unix tools; Escalated problems to network/backbone engineers and updated customers concerning the problem and updated our ticketing system (Siebel); Maintained Checkpoint and Pix firewalls and performed troubleshooting when necessary. This included policy changes, adding static routes, and network address translation for customers; Monitored Digital Island's Content Delivery Network, which included streaming and caching services; Troubleshot problems for customers and escalated to Level 2 Engineers when necessary.

Developed solid problem-solving skills routing calls, emails, and faxes to over twenty data centers and numerous personnel. Identified the customer's problem and determined the correct course of action if no procedures were in place

Created and maintained daily operation of peer to peer network using windows95; Troubleshot both hardware and software problems and created user manuals for existing software; Proposed new software recommendations