Summary
Overview
Work History
Skills
Certification
Additional Information
Timeline
Generic

Anthony Wikswo

Operations Engineer
Hutto,TX

Summary

Competent, Meticulous Network Operations Engineer possessing 20 years experience with multiple forms of data transmission. Trained in Computer Networking, Telecom Broadband, and Satellite Communications. Proven leadership in Supervision and Project Management with the United States Military. Demonstrates a passion for troubleshooting resulting in an excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational performance. Motivated to learn, grow, and excel in Information Technology.

Overview

22
22
years of professional experience
3
3
Certifications
2
2
Languages

Work History

Operations Technician III

Lumen
Austin, TX
08.2024 - 01.2025
  • Operations Technician for Texas State Health and Human Services Commission VoIP system, overseeing ten sites consisting of over 18000 customers.
  • Identified and replaced 30 faulty VoIP phones, with an average of 98% being completed next day, and 2% completed same day, resulting in minimal down time for the customer.
  • Installed 15 Avaya and 20 Cisco VoIP phones for new employees with 99% being set up before the customer arrived on site.
  • Completed an average of six service calls a day with no call backs, This is a key indicator all aspects of the service call had been verified before departure.
  • Diagnosed 10 faulty phone jacks, escalating to on site building maintenance for repair.
  • Developed excellent working relationships with staff and site managers producing a pleasant work environment for myself and the customer.

Network Systems Analyst

Crown Castle
Austin, TX
10.2023 - 01.2024
  • Completed and average of 10 escalated RFO's (Reason for Outage) from the NOC a day, creating RCA (Root Cause Analysis) reports for the customer.
  • Investigation on Ciena, Nokia, Adva, Juniper, and Cisco equipment using command line and GUI to isolate reasons for outages.
  • Escalation and tracking of tickets for third party fiber optic network outages.

Network Operations Engineer

Skyline Technology Solutions
Austin, TX
01.2022 - 03.2023
  • Utilizing Microsoft Visio, mapped 20 nodes, consisting, on average, over 100 Cisco Catalyst® IE3200 routers never before documented for the State of Texas DOT
  • Developed SOP for security remediation best practices on routers and switches resulting in a consistent and streamlined approach
  • Upgraded firmware on 40 Cisco Catalyst® IE3200 routers ensuring patches were in place increasing security
  • Proactively monitored network performance, using Solarwinds, identifying and resolving high utilization issues before they became service impacting
  • Established positive working relationships with field technicians to quickly resolve problems improving customer satisfaction
  • Troubleshoot RF signals for Cisco Catalyst® IE3200 often adjusting overlapping frequencies and identifying obstructions in the signal path.

Network Operations Analyst

Spectrum
Austin, TX
06.2020 - 12.2021
  • Reviews and analyzes reports using Comm Desk tools examining customer call volume trends taking appropriate action to escalate and resolve.
  • Utilizing remote monitoring tools to validate customer impacting events reported by care centers creating and escalating incident tickets to appropriate fix agents.
  • Greatly increases troubleshooting efforts minimizing customer impact time by providing expert knowledge of Hybrid Fiber Coaxial network to include residential broadband and commercial fiber services.
  • Trained six co-workers on Broadband Transport and Distribution increasing effectiveness of second level troubleshooting and escalation.
  • Creates and updates Communication Desk Alert notifications to pre-subscribed audience informing of network events impacting customer experience.
  • Opens, participates in, and leads Communication Desk Conference Bridges for multi-departmental troubleshooting efforts.
  • Improved call volume tracking tool by providing evidence of unnecessary trends, narrowing the field of view, providing increased focus on critical events.

NOC Technician Tier II

GTT Communications Inc
Austin, Texas
12.2018 - 05.2020
  • Analyze services to validate proper operational performance creating, approximately 10 pro-active trouble tickets daily for troubleshooting.
  • Configure and maintain customer premise equipment to include Cradle point and ADTRAN.
  • Troubleshoot core network devices (Cisco, Juniper) when loss of connectivity or capacity occurs, validating configurations, and making recommendations for re-routes.
  • Escalates to service providers when company owned network has been cleared, pressing for resolutions, tracking progress, documenting cause of failures, and resolutions.
  • Manage trouble tickets in a complete and accurate manner documenting information including initial trouble reports, network performance, escalations, diagnostic results, and repair allowing for ease of RCA (Root Cause Analysis) reports.
  • Creates and distributes RCA (Root Cause Analysis) reports to customer documentation on incidents and upper level management for training and troubleshooting improvement.

SR. NOC Technician

Spectrum/Time Warner Cable
Austin, TX
10.2013 - 11.2018
  • Evaluate, troubleshoot, and manage network problems recommending best solutions while escalating to higher tiers according to NOC procedures.
  • Routinely sign into switches and routers, using GUI or CLI, making interface changes based on customer circuit upgrades or downgrades then verifying network connectivity and traffic flows.
  • Regularly managed an average of 10 trouble tickets daily using Remedy, accurately documenting support activities, circuit troubles, corrective actions, circuit upgrades/downgrades, and equipment installations.
  • Utilization of applications such as Granite and Salesforce to compare customer orders with engineering designs ensuring proper circuit builds.
  • Drives troubleshooting efforts by managing multi-departmental conference bridges, keeping accurate event records, time keeping, and promoting a need of urgency towards resolution.
  • Carry out on call field dispatches when troubleshooting efforts require onsite presence for resolution.

Broadband Maintenance Technician III

Time Warner Cable
08.2009 - 10.2013
  • Troubleshoot and repair Hybrid Fiber Coaxial cable systems including fiber and coaxial distribution, power supplies, RF amplifiers, splitters, and optical to RF nodes.
  • Skilled with handling and termination of CAT5e, CAT6, coaxial cable, and fiber optic media.
  • Certifies newly built Hybrid Fiber Coax cable plant by performing system sweeps and quality control ensuring proper signal performance.
  • Daily use of web-based monitoring programs for analyzing system performance.
  • Participated in on-call rotations for after-hours emergency maintenance and repairs.
  • Headed an Automatic Gain Control upgrade responsible for over 4000 circuit boards being changed out in RF amplifiers increasing the forward path frequency range from 750Mhz to 870Mhz.
  • Played a key role in five HUB moves combining two geographically split areas into one Head End by optimizing the optical return path for over 500 Nodes in the Austin, Tx area.
  • Led a team responsible for upgrading transmitters in 200 optical to RF nodes increasing the frequency range from 750Mhz to 870Mhz producing better signal quality for higher end transmission signals.
  • Achieved an average completion rate of two days while in charge of Hybrid Fiber Coax upgrades from 2010 to 2012 increasing previous upgrade time from seven days under no management.
  • Perform field design changes to be submitted to design team for approval and implementation.

SR. Broadband Service Technician

Time Warner Cable
08.2005 - 08.2009
  • Completed an average of eight service calls a day on a wide array of problems ranging from customer equipment issues to signal performance quality and outages.
  • Experienced in instillation, troubleshooting, and repair of residential broadband services encompassing digital phone, internet, and video.
  • Daily use of various pieces of test equipment and hand tools including signal level meter, tone generator and seeker, voltmeter, wire crimpers, power drill, and RJ-45 compression tool isolating and repairing service outages and degradations.
  • With less than two years in as a field service technician, performance and professionalism led to being selected for a pilot program called "Home Town Group", providing a more personal experience between customers and their technicians.
  • Created and maintained a safe work environment by strict adherence for company and OSHA policies and standards.

Section Supervisor

U.S. Air Force Reserve
11.2018 - Current
  • As Team Chief for annual tour I ensured the hosting unit provided a team of 20 airmen all the resources needed for completing assigned training tasks resulting in overall readiness for my unit.
  • Applying exceptional time management, I was able to make sure airmen were able to complete all assigned tasks given for annual training resulting in 150% completion.
  • Volunteering at the San Antonio Food Bank, my team put together over 16 tons of food that fed over 25000 people across Texas
  • Conducted cross training for 10 personnel creating a more versatile squadron.
  • Scheduled Monthly section meetings to review emerging challenges, identify opportunities for training and establish goals for the Unit Training Assembly.
  • Conducted performance evaluations on 10 airmen, providing constructive feedback to drive continuous improvement among staff members.
  • Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.

Work Center Supervisor

United States Navy
02.2003 - 05.2005
  • Created efficient work schedules enabling team members to take on additional duty's while completing scheduled weekly preventative maintenance with no delays.
  • Applying strong leadership and problem-solving skills, effectively maintained steady workflows for a ten person team in an ever changing environment.
  • Acted as Logistics Inventory Manager for maintenance and repair supplies making certain technicians where set up for success while performing corrective and preventative maintenance tasks.
  • Properly escalated test equipment for routine calibration ensuring accurate test results on communications equipment.
  • Performed spot checks on lock out tag out procedures making sure technicians stayed in compliance while working on de-energized equipment establishing a safe work environment.
  • Spearheaded the error-free transition from SKED to SKED 3.1 (Navy Preventative Maintenance Scheduling) software with no delays to preventative maintenance schedules.

Skills

Troubleshooting

CLI

Project Management

Routers

Switches

Incident Management

Service Level Agreements

ITIL Processes

VoIP Systems

Network monitoring

Ticketing systems

Preventive Maintenance

Schematic interpretation

Team leadership

Attention to detail

Certification

CCNA

Additional Information

  • Proficient with multiple vendors, using command line and GUI, including: Cisco, Juniper, Alcatel-Lucent, MikroTik, Adtran, RAD, ADVA, Teleste, Meraki, and Fortinet
  • Hands on experience with monitoring tools Solarwinds and Netcool.
  • Skilled in Microsoft Word, Excel, PowerPoint, Outlook and Visio.
  • Extensive use with ticketing systems Remedy and ServiceNow.
  • Completed Cisco Training: Implementing and Operating Cisco Security Core Technologies.
  • Use and interpretation of sales and circuit design with Granite and Salesforce software.
  • Clear understanding of routing protocols OSPF and BGP
  • experienced in network protocols TCP and UDP
  • Comfortable with high intense situations. Willing to take control to get the job done.



Timeline

Operations Technician III

Lumen
08.2024 - 01.2025

Network Systems Analyst

Crown Castle
10.2023 - 01.2024

Network Operations Engineer

Skyline Technology Solutions
01.2022 - 03.2023

Network Operations Analyst

Spectrum
06.2020 - 12.2021

NOC Technician Tier II

GTT Communications Inc
12.2018 - 05.2020

Section Supervisor

U.S. Air Force Reserve
11.2018 - Current

SR. NOC Technician

Spectrum/Time Warner Cable
10.2013 - 11.2018

Broadband Maintenance Technician III

Time Warner Cable
08.2009 - 10.2013

SR. Broadband Service Technician

Time Warner Cable
08.2005 - 08.2009

Work Center Supervisor

United States Navy
02.2003 - 05.2005

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Anthony WikswoOperations Engineer