Derek Townes

• Monitored network performance to ensure optimal operation and uptime.
• Diagnosed and resolved technical issues in a timely manner.
• Collaborated with cross-functional teams to implement system upgrades.
• Documented network configurations and maintenance procedures for future reference.
• Provided support for troubleshooting connectivity problems across various platforms.
• Trained junior staff on networking protocols and best practices for efficiency improvement.
• Analyzed network traffic patterns to identify potential security threats or vulnerabilities.
• Increased network efficiency by implementing and maintaining robust infrastructure systems.
• Streamlined internal processes by automating routine tasks using scripting languages such as Python and Bash.
• Optimized network performance through regular audits, identifying areas of improvement and implementing necessary changes.
• Collaborated with cross-functional teams for seamless network integration during mergers and acquisitions.
• Implemented configuration management tools like Anisole or Puppet which led to consistent deployment practices and reduced human error.
• Collaborated on large-scale projects that resulted in significant cost savings through resource optimization techniques.
• Designed scalable virtualization solutions that allowed businesses to expand their infrastructure without compromising performance or stability.
• Championed the implementation of cutting-edge technologies that bolstered overall network resilience against cyber threats.
• Provided continuous support to end-users, resolving connectivity issues promptly and professionally.
• Assisted in long-term capacity planning efforts by analyzing trends in traffic patterns, anticipating future demands on resources accordingly.
• Developed customized solutions for clients'' unique networking requirements, resulting in improved customer satisfaction rates.
• Contributed to the achievement of departmental objectives by adhering to best practices in change management, ensuring smooth transitions during network updates or modifications.
• Reduced response times to network incidents with thorough documentation and efficient escalation procedures.
• Spearheaded the planning and execution of complex network migrations, minimizing downtime and ensuring business continuity.

Respond to real-time monitoring & surveillance, single and multi-customer advanced support of current and future integrated network and services alarms and Network events such as outages and or emergency maintenances.

Monitor Network alarms for service interruptions proactively identify issues that can be resolved before outages occur with focus on Network availability/reliability. Experience using Networking monitoring/Inventory tools (IBM NOI, SevOne, Net-Cracker, Service Now)

Monitor Network stability and identifying problems by collaborating with Business partners in all department levels (Tier1, Tier 2 and Tier 4 & Engineering) by using all tools in triaging events and making best practice decisions and communications to all parties including Customer and Vendors.

Incident ticket creation- utilize ServiceNow to create incidents & case tickets on operational network and customer service issues to ensure accurate documentation is maintained and all follow-up actions are completed to assist in improved network reliability, availability, and overall service performance.

Receive Escalations from Global Customer support centers and drive customer reported issues through restoration and RFO by maintaining Customers SLAs and opening cases with Vendors for future solutions. Responsible for communicating status of incidents with customers via phone email and other possible alternate methods also responsible for internal notifications/Situational reports establishing Network bridges for severe degradations and outages.

Perform troubleshooting for all full-time services while consistently following established processes and procedures for the DATA, FLEX and DIALOG networks under Juniper and Cisco NMS programs.

Experience driving/resolving incidents with ISP’s & Fiber Providers during fiber cuts & incidents.

Support network change activities and service verifications during network & service upgrades driven by Network Engineering & NOC Engineering Data Teams.

Assist with the monitoring and execution all maintenance coordination activities, including troubleshooting video and IP routing as necessary.

Work closely with customers to maintain all service level agreements and resolve any RF, teleport, and managed service trouble issues.

Create and review trouble tickets for all full-time services, RF interference issues or circuit events to ensure accurate documentation is maintained and all follow up actions are completed.

Understanding of Pop/Teleport Patch-panels cross-connects different delivery methods (Fiber copper).

Escalate and report on service issue corrective measures to the Supervisor and Management team.

• Led cross-functional teams to design and implement innovative engineering solutions.
• Developed and optimized software applications using Agile methodologies and DevOps practices.
• Oversaw system architecture, ensuring alignment with business objectives and technical requirements.
• Mentored junior engineers, fostering professional growth and knowledge sharing within the team.
• Performed daily maintenance coordination with technicians for OSP (splicing) and OPS (insertion) tasks on Ciena 6500 and Cisco devices for fiber to wireless construction and emergency tower maintenance. Assisted in maintaining network designs for new sites and customer drawings, including removals from CLECs and local vendors. Collaborated with sales provisioning and activations to verify accuracy of fiber panels and optics with nominal TX/RX levels. Addressed NOC trouble tickets and outages utilizing network tools such as ARK Engine, IBM Monitoring, DME (Stingray), Site Manager, and ZOC8.

Escalate trouble tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements [SLAs] are missed.

Communicate the diagnostic findings/results with the customer, set customer expectations, accordingly, responding to any additional questions the customer may have in a professional manner.

Act as escalation point for complex issues related to Security, SD-WAN, and their supporting components.
Assist in product roll-out, upgrades, and maintenances of Security and SD-WAN environments.
Discussing and developing customer designs that meet Windstream standards or architectural guidelines.
Document resolution and conduct appropriate root cause analysis post trouble resolution.
Work with Windstream internal teams to audit and optimize customer network solutions to ensure maximum service uptime, survivability and sustainability.
Identify and handle upstream communication regarding network service trends, escalation trends, emergent technology and network vulnerabilities both from a provider backbone perspective and a customer solution perspective.
Manage small-scale projects and tasks while working closely with Engineering teams or other internal teams as needed.
Develop and maintain expert level technical and marketing knowledge for Windstream Security and SD-WAN product sets.

Coached team members in techniques necessary to complete job tasks.

Trouble shoots 3rd party hardware and software. Examples of software would be VPN, Backups. Trouble shooting Cable modems with tech onsite or customer remotely by walking them though trouble shooting steps as well as reconfiguring.

Participate with the implementation of Circuit Delivery operations and assigned tasks for VOIP services Provisioning and circuit design projects Configure and test VOIP and Data Circuits.

Participate with the implementation of test and turn-up of Cbeyond’s customers.

Participate with the implementation of pre-installations and moves including the configuration of network elements installing IOS flash and customer premise equipment such as Cisco routers (2400, 3200, 3500 and VPN) using Cisco UCM command, Digital Routing using Telnet.

Participate with the proactive monitoring of delivered and preinstalled circuits to isolate trouble and drive resolution in TCP/IP network systems.

Refer out, dispatch and coordinate with ILECs and field techs as required to drive resolution of defective circuits and/or installations. Adding circuits and MPLS in Granite as well configuring and disconnecting new and used circuits in Granite workstation and Granite Housed programs.

Thoroughly document order status in Cbeyond systems such as Siebel, T1 Manager and Install Activation Manager

Support the development of liaison relationships with ILEC’s and Vendors to streamline implementation process. Coordinate the installation/implementation with vendors and clients.

Participate with the delivery of service to end-customers by monitoring order progress,responding to order rejects or troubles, and identifying, escalating and resolving jeopardizes.

Participate in OSS development and testing centered on customer equipment installation.

Experience with Cisco IOS concept.

Understanding and preformed operating system and TCP/IP networking concepts such as VOIP, IOS router configuration and VOIP products during acceptance, testing and activation.

Understanding and performed T1 testing protocols and procedures.

Understanding and performed basic voice and data networking concepts.

Experience with handling ILEC interactions.

Work as a point of contact as a Tier 2 VOIP tech to troubleshoot for all CLEC & LEC. Monitor network by providing assistance in all Voice issues such as upstream carriers. Work as a senior technical engineer to troubleshoot VOIP networks external and internal for wholesale clients Both TMD and IP.

Provide updates and complete tickets pending for outages, DTMF, static,abnormal disconnections, Busy signal and mostly routing problems pertain to network inconsistencies by testing and pulling customer records (CDR)and testing head-to-head with LEC and their client remotely.

Work with vendors, LECs and CLECs for resolution or minimize customer-affecting downtime as being the point of contact for all escalated tickets from tier1, sales and management.

Support the development of liaison relationships with ILEC’s and Vendors to streamline implementation process circuit configuration using Granite, MettaASIST and Oracle. Coordinate the installation/implementation with vendors and clients.

Perform in-depth troubleshooting and analysis against all aspects of Level3voice network.

Process system orders for IP and configuration information to submit correct equipment from the vendors to customers to install. Also, provide guidance during installation.

Use SS7/VOIP programs to find trends or fault through client’s network connected to ours. Capture calls to analyze to the SIP call flow.

Use VOIP tools such RTP and Hammer to test calls that may have pass the SONUS network to provide corrective measurements for Level3and or Network clients to make changes to trunk groups or IP configurations. Work hand and hand with our DMS250, DMS500 and E911 PSAP team members for assistance.

Use troubleshooting concepts including coordination with internal customers and work with telecom vendors. Work with Level3 advance team for major problems or customer issues outside the norm.

Providing project management for all IP, SIP IPPBX and flex customers on existing AVPN circuits

Providing provisioning support and guidance to AT&T BVOIP customers on Technical Scrubs and customer site surveys to gather accurate network designs and equipment.

Project managing from cradle to grave or end to end with ordering and provision on new and existing circuits by working and interfacing with the necessary workgroups and departments also coordinates and act as lead contact for internal and external communication.

Process system orders for IP and configuration information to submit correct equipment from the vendors to customers to install. Also provide guidance during installation. Implement changes to new or existing products and features by Submitting MACD or provisioning new installations.

During Test and Turn up, monitor equipment status and inform of any IP configuration problems and or process any Voice request during completions of activation.

Understanding and preformed operating system and TCP/IP networking concepts such as VOIP, IOS router configuration and BroadSoft products during acceptance, testing and activation.

Communicate the diagnostic findings/results with the customer, set customer expectations, accordingly, responding to any additional questions the customer may have in a professional manner.

Participate with the implementation of Circuit Delivery operations and assigned tasks for VOIP services Provisioning and circuit design projects Configure and test VOIP and Data Circuits.

Participate with the implementation of test and turn-up of Cbeyond’s customers.

Participate with the implementation of pre-installations and moves including the configuration of network elements installing IOS flash and customer premise equipment such as Cisco routers (2400, 3200, 3500 and VPN) using Cisco UCM command, Digital Routing using Telnet.

Participate with the proactive monitoring of delivered and preinstalled circuits to isolate trouble and drive resolution in TCP/IP network systems.

Refer out, dispatch and coordinate with ILECs and field techs as required to drive resolution of defective circuits and/or installations. Adding circuits and MPLS in Granite as well configuring and disconnecting new and used circuits in Granite workstation and Granite Housed programs.

Thoroughly document order status in Cbeyond systems such as Siebel, T1 Manager and Install Activation Manager

Support the development of liaison relationships with ILEC’s and Vendors to streamline implementation process. Coordinate the installation/implementation with vendors and clients.

Participate with the delivery of service to end-customers by monitoring order progress, responding to order rejects or troubles, and identifying, escalating and resolving jeopardizes.

Participate in OSS development and testing centered on customer equipment installation.

Experience with Cisco IOS concept.

Understanding and preformed operating system and TCP/IP networking concepts such as VOIP, IOS router configuration and VOIP products during acceptance, testing and activation.

Understanding and performed T1 testing protocols and procedures.

Understanding and performed basic voice and data networking concepts.

Experience with handling ILEC interactions.

Read and interpreted blueprints, technical drawings, schematics, and computer-generated reports