Dave Wilder

• Built NOC from ground up.
• NOC Tier 3 also served as back up Team Lead.
• Implemented and maintained all aspects of NOC from incident management, monitoring, troubleshooting, communications and implementing fixes.
• Created Change Management ticketing system, along with metrics, cost reduction, process improvement, create dashboards, and confluence guides.
• Tools included GitHub for code changes, AWS, Datadog, Terraform, Pager Duty Jira, and Firehydrant.

• Provide Billing System support for Charter via Catalyst.
• Troubleshooting APIs, Responsible for all levels of Incident management, opening vendor circuit tickets, handling support tickets, change management, and sending out both internal and external notifications.
• Tools included Service Now, Jira, AWS, Cradlepoint, Pager Duty, APP-D, Thousand Eyes, Data Dog and Sumo Logic.

ETS Voice Team

• Provided phone support for Time Warner Cable Employees.
• Support of Admin Avaya (ATS) phones adds, changes, configuration, and troubleshooting. Avaya soft phone (one-x) adds, changes, configuration, and troubleshooting.

Senior Network Technician (Network Team and Systems Team)

• Responded to customer tickets, System and Network alerts for the Time Warner Cable network.
• Handled all aspects of NOC. Bridges, communications, vendor issues, documentation, circuit troubleshooting and Fix agent.
• Tools included VPN, Juniper, Cisco, Email logs, DHCP, DNS, and Active Directory.

Service Delivery Analyst

• Established process and procedures for the Network, Systems and VOIP teams.
• Tracked new projects from kick-off to launch, creating technical support documentation and training on these new services/products. Central point of contact for third party escalation.