Anthony Werkmeister
Pittsburgh,PA
Summary
Advanced knowledge of Avaya Site Administrator, Avaya CMS Supervisor, Azure Endpoint, InTune, MS Office 365 with excellent alpha-numeric data entry skills Articulate communicator and practiced influencer able to collaborate across functions to outline and achieve project targets Complex problem-solver skilled in advanced troubleshooting, integrating technologies and managing projects Adept at addressing escalated concerns Shown proficiency in improving processes and procedures Experience facilitating troubleshooting bridges and team meetings Familiar with expense analysis for cost savings Experience coordinating with multiple vendors to obtain quotes and complete projects Proven self-starter with strong research, information analysis, processing, reporting and interpersonal problem-solving skills Ability to work independently and as a team member, able to disseminate information to others in a leadership capacity Demonstrated ability to maintain confidentiality in all matters
Overview
19
19
years of professional experience
1
1
Certification
Work History
Engineer 2, Network Engineering
Comcast
Pittsburgh, PA
12.2023 - Current
- Perform site inspections and monitor the equipment alarms.
- Oversee all critical systems preventative maintenance for on-site infrastructure with supporting vendors.
- Manage repairs, corrective maintenance and installation projects.
- Schedule vendors for contracted services quarterly and annually as required per manufacture recommendations.
- Create and manage EOPs, SOPs, MOPs and scripts for all changes and train backups as needed.
- Respond to on-site incidents and acts and escalates as required.
- Manage all changes through the ServiceNow change management process.
- Investigate HVAC, Generator, ATS, UPS and Fire Suppression service requests.
- Owner's representative on infrastructure projects, construction.
- 24/7 Operational Support - Flexibility to work any assigned shift, off-schedule, respond to emergencies, etc.
- Drives critical systems process and procedure in the Facilities and DTD organization.
- Develop and review EOPs, MOPs and SOPs
- Ensures correct and on time implementation of systems maintenance, repairs and removal/installation projects
- Responsible for all technical aspects of facility operations including power, HVAC, and Fire Suppression systems
- Identification and management of supporting critical systems maintenance/repair vendors.
- Provides oversight and technical support to remote centers and supporting facilities staff.
- Provides technical support to insure successful operations and uptime for all data center, MDF and IDF rooms.
- Handles all facility issues encountered during day to day operations to ensure 100% uptime for facility operations.
IT Data and Telecommunications Tech 2
Comcast
Pittsburgh, Pennsylvania
03.2012 - 12.2023
- Manage all aspects of operations voice and telecommunications
- Work closely with technical operations and care environments for all telecommunication concerns
- Be available 365 days a year 24x7 for all escalations
- Manage and maintain Avaya phone system, hardware installation, software functionality, server maintenance, and end user support
- Provide customer support for all Avaya and iOS users in the Keystone Region
- Avaya CMS admin – creating skill templates, familiar with routing patterns
- Accurately manage mobile device inventory; alleviate unnecessary cost
- Familiar with all facets of mobile device management systems
- Successful implementation of large-scale device deployments
- Provide meaningful input for annual budgets
- Communicate interdepartmentally for successful completion of projects
- Successful management and implementation of project management
Network Service Desk Tech 1
Comcast
Pittsburgh, Pennsylvania
07.2010 - 03.2012
- Quickly and accurately perform standard fault isolation and event correlation on all network elements
- Troubleshoot, diagnose, and repair basic to intermediate DOCSIS related impairments
- Perform planned and unplanned maintenance on the Comcast IP Network by implementing configuration changes to network devices
- Support implementation standard configurations for all network elements (Regional area network, CMTS)
- Provide information sharing support for lowered tier and or market personnel
- Create procedural documentation for step-by-step processes
- Proactively/actively monitor all network related issues using all tools available
- Have access to perform standard troubleshooting of all CRAN/Backbone network designs and operating model
- Document all work done to resolve network related outages via ticketing systems and or defined documents
- Network Operations Center experience, related to identifying, resolving production related issues in converged product networks in a region covering 1.8M subscribers
- Experience with Network Weather maps/link utilization
- Experience with basic configuration of Cisco routers, Switches, CMTS’s in an ISP or NOC environment
- Hands on experience with Internet protocols and interior/exterior routing protocols
- Experience with network monitoring & managing tools, e.g
- MRTG, Netcontrol, IP Control, Spectrum & other network related monitoring/managing tools
- Understanding of Layer 1 infrastructure protocols and related Layer 1 transport platforms
- Familiarization of VoIP, ASM/SSM Multicast, and Cable MSO Operations (including Cable RF experience)
- Well-developed communication skills and a customer-centric attitude
- Assertive on managing activities and projects along with conference bridge hosting
- Hands on experience of QoS distributed server infrastructure in support of VoIP services, IP security concepts including well known service ports, and protocols
XOC Tech
Comcast
Pittsburgh, Pennsylvania
02.2009 - 07.2010
- XOC techs provide a level of analyzing and problem-solving skills to resolve complex issues throughout the Division
- Provide 24x7x365 operational support for all Regions within the Division
- Primary responsibilities include responding to escalations and resolving issues that arise from hardware and software failures on the Comcast Network
- Organize and schedule all maintenance activities in the XOC for all work to be done on regional network
- Provide escalation for inbound repair groups
- Provide surveillance and monitoring regional network
- First responder to all network alarms reported by tools in the network
- ND ticket generation and correlation for network issues and escalates to proper fix agent
- Receives and investigates issues from customer service and help desk teams
- Accountable for writing and driving action items for postmortems on Network events to ensure follow-up for all break-fix
- Follows scripted M&P’s for break / fix
- Escalation point for all advanced services
- Use all available tools to monitor and isolate outages across all product lines
Help Desk Analyst
Bayer
Pittsburgh, Pennsylvania
09.2008 - 02.2009
- Provide help desk support on various applications and hardware
- Handle more than 40 calls a day
- Resolve 65% of all calls received
- Be available to the customer 75% of the time via phone system
- Password management including active directory and LDAP
- Maintain required recordkeeping, including logging calls into the Peregrine ticketing system
- Demonstrate strong service skills with internal and external customers
- Trouble shoot and resolve basic PC software and hardware issues
- Resolve VPN, broadband, and wireless calls for remote users
- Thorough knowledge of PC applications and associated troubleshooting tools
- Lotus Notes and application support
- Assist users with mapping network drives and printers
- Provide support for SAP log on issues
- Strong verbal and written communications skills
Advanced Technical Support
Comcast
Pittsburgh, Pennsylvania
07.2007 - 08.2008
- Provide advanced technical support via inbound technician phone inquiries and work single subscriber tickets using remedy ticketing system to accurately document problems
- Isolates problems by correlating information from network surveillance equipment, diagnostics tools and reported information to accurately direct fix organizations and personnel to most likely source of problem
- Uses trouble ticketing system (remedy) to accurately document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information
- Responsible for working single customer reported tickets for Comcast Digital Phone, Comcast High Speed Internet, and Comcast digital voice repair issues, to resolution
- Work with both internal and external resources, as well as the customer, and maintain a detailed account in the work log of each ticket
- Correlate truck rolls across product lines to prevent multiple truck rolls
- Provide advanced technical support via inbound technician phone inquiries for day of install and post service-related repair issues
IP Support
Comcast
Pittsburgh, Pennsylvania
12.2005 - 07.2007
- Serving as a representative for High-Speed Internet products and services to new and existing Comcast High Speed Internet Service customers
- Meeting and exceeding specific departmental and individual goals
- Troubleshoot and resolve technical problems over the phone
- Highly effective in interacting with the customer
- Demonstrated ability to establish and maintain effective relationships with customers
- Researched and identified trends in service/equipment problems and documents processes used to correct issues, reporting consistent problems to escalation desk
- Proactively learned new technology within the Comcast products
- Prepare work orders when required and ensured appropriate procedures were followed
- Promoted and sold services, entered, and confirmed sales
- Configured Mail clients
- Troubleshot Windows and MAC OS
- Supported up to 4 residential VoIP lines
Education
Associate degree - Criminal Justice Cyber-Crime
Kaplan Career Institute
Pittsburgh, PASkills
- Commercial Driver License, Class B
- Endorsements for Airbrake, Tanker, Students
- Skid Steer and forklift Operation
- Avaya Site Administrator
- Avaya CMS Supervisor
- Azure Endpoint
- InTune
- MS Office 365
- Alpha-numeric data entry
- Communication
- Influencing
- Collaboration
- Project management
- Troubleshooting
- Technology integration
- Process improvement
- Facilitating meetings
- Expense analysis
- Vendor coordination
- Information analysis
- Reporting
- Interpersonal problem-solving
- Independent work
- Teamwork
- Leadership
- Confidentiality
Certification
- Avaya Fundamentals
- Avaya Call Center Workshop
- Certificate of completion CCNA ICND1 ICND2
- Microsoft Excel for office 365 Part 1
- Comcast link to leadership program
- Comcast IT readiness program
References
References and letter of recommendation available upon request.
Timeline
Engineer 2, Network Engineering
Comcast
12.2023 - Current
IT Data and Telecommunications Tech 2
Comcast
03.2012 - 12.2023
Network Service Desk Tech 1
Comcast
07.2010 - 03.2012
XOC Tech
Comcast
02.2009 - 07.2010
Help Desk Analyst
Bayer
09.2008 - 02.2009
Advanced Technical Support
Comcast
07.2007 - 08.2008
IP Support
Comcast
12.2005 - 07.2007
Associate degree - Criminal Justice Cyber-Crime
Kaplan Career Institute