scott peck

* NOC Technician * Utilized Netcool monitoring software to track and triage network alarms * Addressed layer 2 network issues over microwave and T1 backhaul * Troubleshot network issues on Ciena and Foundry switches, Dragonwave microwaves, Sandvine PTS and SPB switches, AAA servers, Nortel and Ceterus devices, as well as Cisco and Juniper routers * Created and tracked tickets with equipment vendors for unexplained issues * Worked with various packet storm prevention technologies such as metro ring protocol, PBT (PBB-TE) and rapid spanning tree * Documented tickets with suspected root causes, start and stop times, as well as affected equipment in an effort to trend repeat issues * Assumed lead role during large scale regional outage bridges and assisted by providing troubleshooting assistance or directing the restoration efforts of other departments

* Commercial Customer Support Rep * Promoted to Commercial Support position in November 2009 * Walked guests though issues that arose in hotels nationwide supported by Cox * Assisted commercial customers with a variety of issues such as updating DNS pointers, assigning static IP information, basic troubleshooting of T1 lines and modem troubleshooting over coax connections * Logged trouble tickets using the remedy ticketing system

* Universal Tech Support * Assisted subscribers with technical issues related to their services * Applied credits to accounts and took payments as warranted * Took detailed notes and made records of information obtained during calls * Worked with the ICOMS database system