Derrick Burch

• Oversaw 24/7 network operations and management.
• Managed incident and change management processes, overseeing programming and debugging activities.
• Addressed issues promptly by receiving and investigating incidents.
• Supplies advanced technical support in intricate and rare situations during Incident Supervised Incident bridges.
• Lead large-scale projects focused on enhancing processes and support capabilities.
• Coordinated with vendors to troubleshoot and fix network escalations.
• Assesses business obstacles and advises on best practices.
• Ethernet ,SDWAN, Cisco Switches, Routers, CUMC, Meraki, Velocloud, MPLS, NetCloud Cradlepoint, HSTi; 10 Gigabit fiber circuits, IP Modems, Service Now, Workday, Network Manager; Dynatrace ; Netcool; Amazon Connect; MS Teams; Granite, REACT, Citrix, TACACS
• Demonstrated expertise in network and dynamic routing protocols such as OSPF, BGP, QoS, and Multicast.
• Displayed adeptness in handling personal computer tools like Visio, Outlook, Word, and Excel.
• Implemented network segmentation for improved scalability, performance, and reliability.
• Created detailed reports outlining the current state of the network infrastructure and any recommended upgrades or changes.
• Responded promptly to service outages or user requests for assistance in a timely manner.
• Coordinated network operations, maintenance, repairs, or upgrades.
• Participated in network technology upgrade and expansion projects, included installation of hardware and software and integration testing.
• Developed and implemented solutions for network problems.
• Prepared detailed network specifications, diagrams, charts, equipment configurations, and recommended technologies.

Assessed bandwidth requirements and routine schemas for network systems.

• Complex Network is responsible for Tier 2 level support for all technicians, providing consultation support on customer solution optimization efforts, providing guidance on individual customer requests and development and training for the Complex NOC front line team
• Qualifications:
• Self-starter, highly motivated
• Inclination toward self-study and continuing education preferred
• Exceptional communication skills (written and verbal) and experience in a customer-facing service role
• Experience with basic networking concepts from host level to WAN
• Familiarity with basics of BGP and MPLS, with ability to understand basic packet flow from customer to Internet
• Knowledge of transport and optical DWDM technologies
• Responsibilities:
• Manage incoming advanced support tasks as needed responding to technicians needs for high level engineering support
• Work with Network engineering to provide feedback on network performance on SDWAN, MPLS, Voice and Data networks
• Engage directly (Conference Call) with Vendors and NOC organizations as needed during outages to provide insight into active network troubles and relay feedback on customer impact
• Amazon Connect, Net Cool, Velo Cloud, Dark Fiber, REACT, Gig Ethernet,T1, DWDM, Remedy, Salesforce.
• Developed and maintained network security systems, including firewalls, intrusion detection systems, and antivirus software.

• Complex Network Analyst – responsible for Tier 2 level support for all technicians, providing consultation support on customer solution optimization efforts, providing guidance on individual customer requests and development and training for the Complex NOC front line team.
• Self-starter, highly motivated. Inclination toward self-study and continuing education preferred.
• Performed system troubleshooting to identify performance bottlenecks.
• Exceptional communication skills (written and verbal) and experience in a customer-facing service role.
• Experience with basic networking concepts from host level to WAN.
• Familiarity with basics of BGP and MPLS, with ability to understand basic packet flow from customer to Internet.
• Knowledge of transport and optical DWDM technologies.
• Manage incoming advanced support tasks as needed responding to technicians needs for high level engineering.
• Configured and maintained routers, switches, firewalls, load balancers and other networking equipment.
• Consult on proposed solutions for existing customers and service changes.
• Leadership consulting on support changes for proposed customer solutions.
• Provided network performance on SDWAN, MPLS, Voice and Data networks.
• Spearheaded system and network analysis to uncover and mitigate security risks and performance issues.
• Utilized advanced data analytics and conducted comprehensive network audits to design, deploy, and optimize cost-effective, secure, and high-performance telecom transport solutions, supporting rollouts and driving nationwide efficiencies.
• Provided 24 and 7 on-call support for escalated network issues.
• Conducted hardware and software tests.
• Citrix, Net Cool, Velo Cloud, Dark Fiber, REACT, Gig Ethernet,T1, DWDM, Remedy, Salesforce.

• ASA Network Backhaul Engineer will receive, analyze, monitor and resolve network problems in a timely fashion with minimal guidance from more senior engineers
• Responsibilities include opening trouble tickets for various customers, answering incoming telephone calls, responding to network alarms and customer emails, and documenting and updating customer account data
• Technical and service related problems for the diagnosis and repair of customer service failures and coordinate problem-solving efforts with the Local Exchange Carriers (LEC), customer vendors, and, field service personnel
• Responsible for Lit & Dark Fiber Backhaul, TDM, Ethernet, Cell site and Microwave maintenance activities
• Supporting the wire line and wireless networks; and strong understanding of internal and external network infrastructure for troubleshooting purposes
• Efficient at multi-tasking and be able to work in a fast-paced and demanding environment
• Strong negotiation and problem resolution skills
• Able to demonstrate excellent written and verbal communication practices
• Industry certifications, related experience in the military and physical line or protocol experience
• Microsoft Office software suite with an emphasis in both Excel and Outlook
• Versed in Ericsson, EWAN or Edge, Alcatel-Lucent, Samsung, Juniper, Cisco routers
• MPLS, Gigabit Ethernet, T1 , DS3 , OC12 -48, Patrol Tool
• Ciena Site Manager, SAMS, ITP,Testing, and Fiber Ring Status
• Able to analyze, identify, and resolve technical problems
• End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required
• Effectively Communication used throughout the incident life cycle
• Escalation focal point, identifying and resolving conflict and traffic bottlenecks
• Resolution procedures are updated in the knowledge database / Working shift log
• Broadband, DWDM, and Mobility Networks and Design extensive knowledge
• Knowledge of Broadband and Mobility (4G & 5G LTE), Dark Fiber (Dasi), D2 White Box SIAD/MSN,Fiber Broadband
• Service (FBS), Ethernet to the Backhaul, Ethernet to the Cell Site and COW's
• Created transport work orders across teams to turn up or test new circuits
• Responsible for assigning IP addresses, router ports, as well as developing EDP's.

• At a 24-hour Resolution Center and actively manage daily activities by monitoring Incidents and Requests
• Establish End Users, administrator and service accounts, maintain system documentation, install specified system software, and validate and implement critical system patches (Emergency Reroutes, Restoration Management
• Troubleshooting, Customer Service, E911 Trunk, Re-Routing Customer 911 Lines and Admin Lines, Circuit Management
• ALI Links, and ESI circuits)
• Intrado, Viper/Vesta Motorola, Comtech xt911, SolaCom Guardian, Zetron, Interact, Rapid
• Deploy Emergency Services IP Network (ESI net), Computer Aided Dispatch (CAD)
• Facilitate incident escalations and follow-up as needed which has improved customer turnaround by 90%
• Perform troubleshooting for SDN hardware equipment and configure appropriate equipment
• Ensure all incidents are correctly documented and updated according to Service Level Agreements
• Monitor IT processing, identified hardware, operating system, networks, and application software malfunctions, and observe structures for security violations or possible breaches
• Evaluate IT procedures and make appropriate changes as needed to better serve employees and customers
• Mastermind the gathering of information to map out existing and future processes to lead process standardization and centralization of support and quality efforts
• Serves as an escalation point for level 1 problem or incident management
• Analyzes performance problems and recommends solutions to enhance functionality, reliability, and/ or usability
• Serves as a liaison between the customer, suppliers, and other technical groups to resolve problems.

• Responsible for the supervision and management of engineers, network subject matter experts and first level Network Operations Center teams who supported the internal client organizations on immediate emergency demand and long term assignments
• Served as the corporation's subject matter expert (SME) for process improvement initiatives and led employee compliance and IT training programs across all organizational lines
• Defined and optimized compliance and regulatory awareness through mapping and identifying opportunities for improvement
• Responsible for articulating trends, course correction and individual team development plans
• Decreased performance deficiencies by ascertaining skills gap and managing (e.g., E911, SAS, SMLC, SS7, VOIP and Voice and Data)
• Identified major issues and control improvements for remediation while building action plans and milestones
• Managed Real-time Monitoring (24/7) Tier 1.5, and Analysis of the National E911 Network for AT&T Mobility Troubleshooting Cisco Routers, Transport, Phase 2, PSAP
• Call Routing and Translations issues
• Responsible for assisting in the troubleshooting of SDN, firewall, Cloud , SS7/IP connectivity issues
• Created action plans with named actions & deadlines accountable for the Delivery of that plan
• Supervised internal work orders for multiple signaling node turn-ups requiring SS7/IP connectivity to the clients mobility STPs, which may expand to include supporting SIGTRAN related wireline projects
• Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a knowledge base
• Driving, developing and managing the major incident process and associated procedures and systems
• Taking preventive actions to minimize the service and business impact
• Preparing the Severe Incident Report ("SIR") for every Major Incident after it is closed
• Managed organizational compliance testing and reviews for operational controls, business processes, quality, and internal control management and delivered network and vendor support to Nokia, Nortel, Lucent, Ericsson, Agilent, True position, Andrews, TCS, and Intrado
• Monitored progress toward the Network Operations Center Team's through evaluation of the effectiveness of services rendered thru individual bonuses
• Proposed a 24/7 365 days a year workforce with rotating 10-hour shift schedule that was beneficial to Night shift workers.

• Leveraged technical proficiency in Microsoft Office Suite applications such as Word, Excel, Outlook.
• Demonstrated strong organizational skills by efficiently managing multiple tasks at once.
• Created detailed reports outlining key performance indicators for senior leadership review.
• Managed customer relationships by providing timely responses to inquiries and resolving escalated issues quickly.
• Utilized excellent problem-solving skills to troubleshoot complex issues and devise innovative solutions.
• Developed expertise in project management and coordination, working on multiple projects simultaneously.

• Oversaw the Southeast Region Network Operations Center (NOC) and monitored voice and data networks in Puerto Rico and 29 regions across seven states: GA, TN, KY, AL, MS, FL, and LA
• Tested new or modified reports for accuracy of design and data integrity
• Managed database queries utilizing SQL and applicable Query Language and reporting software tools to obtain information for financial reports
• Validated, tested quality and maintained accuracy of data sets
• Executed strategies for developing system quality assurance (QA) program
• Managed code changes, supported system outages and provided strategic resolutions to enhance IT systems
• Provided surveillance for the network and technical support for Network Operations
• Provided in-depth technical expertise during preliminary staging of upgrades of application software and upgrades
• Established and managed Cingular support service accounts, maintained system documentation, tuned system performance, and validated critical system patches
• Oversaw network surveillance, fault analysis, trouble isolation, trouble management, circuit testing, outage reporting, notification, dispatch, and escalation
• Knowledge of LTE Cell site Commissioning and integration, Edge SD-WAN platform Strong working knowledge of RF wireless technologies and products
• Understanding of multiple Backhaul network topologies and associated Radio access network (RAN) and Optical / Microwave Transmission infrastructure Proficient with Internet Protocol (IP) networking and
• Cloud based networks
• Proficient with Microsoft Office Suite, MS Windows products and databases
• Working knowledge of vendor Element Management Systems (EMS)
• Experience integrating and troubleshoot all components of Wireless and Fixed networks
• Performed customer support activities including troubleshooting, research, resolution, and customer follow-up for web-based application servers

• Nokia GSM Ultra site BTS Configuration/Installation Engineer Pre-selected from Nokia/Flextronics as a recognized expert on NOKIA Ultra site (Indoor & Outdoor) BTS systems
• I installed and integrated, tested 56 cell sites during a current project for Cingular Wireless in the Philadelphia, New Jersey, and Delaware region
• Project involved detailed Site Surveys and redlining engineer drawings for pre-construction tasks
• Experienced in LMU, and NUSS cabinet configuration
• Worked as a team of Certified Nokia BTS engineers for a nationwide Cingular and AWS project
• Provided hardware configuration, cabling routing, installation and testing of Nokia plug in units
• Hands-on BTS Commissioning using the Nokia BTS Manager, LMU Manager, Site Wizard, Hub Manager configuration software
• Experienced in upgrades of live systems on air and test calls to confirm switching of calls
• Installed and Commissioned the Nokia Em Power 1100/1100E that includes connecting AC/ DC power, batteries, and testing symmetry alarms
• Also Provided NOKIA/Cingular site deficiency/fault reports and Installation Workmanship Standards to the client
• Supervised and trained incoming new BTS engineers on proper procedures for Installation, Testing, Commissioning, Site Surveys, and Quality Checks
• Maintained wireless test bed transport network and supporting servers
• Installation and configuration of IP Core servers and routers to support the 5G EPC Core expansion
• Hands on SME in TCP/IP networking, firewall configuration, server configuration, microwave backhaul systems
• Specific required technical expertise includes Linux based network services, scripting and troubleshooting
• Ability to install, configure and troubleshoot common Linux based network services such as DNS, NTP, DHCP, FTP, SSH/SSL, HTTP/HTTPS
• Understanding element of LTE Evolved Packet Core with associated components and interfaces
• Installation/migration of Nokia products; Technology skills in DDI architecture Cisco Switch Engineer Performed LAN/WAN upgrade of EARS PC/CISCO switch to all Walt Disney Stores in metro Atlanta and Augusta Georgia
• EARS PC intranet upgrade involving installation and termination of CAT 5 cabling, power connections to UPS equipment

• Responsible for the Cisco Router Configuration for ART (ADVANCED RADIO TELCOM), also responsible for the Installation, Commissioning and Testing of Triton Networks Systems IFU's (Invisible Fiber Unit) that are being launched into various markets on the east coast (Washington D.C., Virginia, and Maryland)
• Certified by Triton Network Systems to perform Pre-staging, also Installation and Commissioning on IFU's
• Supervises termination, and testing of fiber optic cables, and connectors used for testing
• Works closely with program manager to compile weekly reports, equipment ordering, and any additional admin duties
• Performs site alignment and adjustment of antennas, and BERT testing using the Smartbits 600/200 on the final ring configuration
• Major contributor in the success of ART's first Invisible Fiber Network
• Ring on the east coast built from start to finish by General Dynamics
• Currently taking on more program management responsibilities per my managers mentoring program
• Designed a network solution to connect several locations within a city using leased fiber and DWDM fiber optic switches
• Configured and installed switches and integrated them with Open view network management
• Devised and executed a test plan to ensure switches were properly configured and that network monitoring was fully functional
• Tracking project activities, Ensured timely implementation promised deliverables by a team with operational responsibilities
• Responsible for Sr level communications through Microsoft Teams, Skype, and Slack
• Schedule and organize meetings and maintain agenda for leadership and governance meetings
• Ensures that these initiatives within the infrastructure governance services are aligned with the GBS strategy and priorities
• Collaborates with Infrastructure hosting Leads, Business Relationship Managers, and Program Managers to develop estimates for resources and projects within the Architecture Design and Engineering Team
• Monitors, report and improve metrics to assist Infrastructure Hosting governance leadership make informed decisions
• Work with Director of Demand Management and Governance to ensure optimum support for the day- to-day operational activities
• Ensures adoption and implementation of the Governance methodology and supports PMO processes
• Engages with cross-functional leaders to analyze the organizations ability to absorb change and adopt process improvements
• Communicates status of the governance portfolio to all stakeholders in Infrastructure Hosting governance leadership
• Ownership of communications across the Infrastructure Hosting governance Team, including tools such as SharePoint, Teams, Word, shared Outlook mailbox.

• Responsible for provisioning and testing of NEC's ADM, LAMP, and Spectral Wave DWDM systems
• Work closely with Project Managers involving telecommunication network planning and design
• Travel to remote customer sites and perform onsite testing and training
• Manage team supervisors who perform telecommunication equipment installations
• Review and approve all configurations or changes required during implementation to assure Network continuity and customer requirements
• Coordinate with project engineers for transmission design compatibility
• Interface with customer, vendors, and sub-contractors and other internal departments to resolve customer complaints
• Able to oversee all assigned projects to completion and ensure commitments are met.

• Specialized in hands-on commissioning Nortel's Optical products: NET MAN, OC-192, OC-48, OC-12, OC-3 and OPTera LH, METRO, DX as a NPSC/ OPtera DWDM Engineer
• Performed and supported OPTera migration, related SLAT testing, and inter-bay commissioning of systems onsite at customer co-locations
• System line testing, Optical Optimization, Bit Error Rate tests
• Multi-node testing and turn-up of OPTera systems over Sonet, ATM, Gigabit Ethernet , VOIP/ IP, and Nortel's Optical carriers and DMS transport nodes
• Responsible for the development of a network management plan and customer profile (procedures and database)
• Remotely validated alarms prior to dispatching field technicians
• Weekly collection and analysis of alarm data to proactively resolve potential network troubles before they become service affecting
• Tracked internal and external customer trouble tickets, pre-screening, and using various management resources for timely resolution
• Reported monthly root cause and analysis for all critical outages
• Provisioned customer ordered circuits, network-monitoring 7x24, and troubleshooting of Nortel's Fiber Optic Transport Network and provided second level technical support to the customer, field engineers, and various network operations centers.

• Supervised timely restoration and resolution of MCI's local services issues
• Identified abnormal failures and outages within the local service network and reported catastrophic outages to NMLS
• Trained fellow employees on various computer applications
• Troubleshot remotely data, voice circuits using ITAS troubleshooting tool
• Extensive troubleshooting skills and knowledge in the hardware and software of DMS-100, 250, Siemens EWSD, Alcatel and Titan DXC's
• Versed on how to handle customer trouble handling and coordination with supporting internal and external organizations/administrations
• Interacting and troubleshooting with other telco's: (AT&T, SPRINT, USWEST, PACBELL
• AMERITECH, and GTE) to resolve customer's issues
• Capturing live calls over INET PMU and testing switch trunks and lines using SAGE application
• Network Surveillance Engineer I Real time monitoring and troubleshooting of MCI's Transmission Network that consists of microwave radio systems, fiber optic systems multiplex equipment, and facilities that make up MCI's backbone
• Repaired circuits at DS-3 level and above as well as fractional T-1's
• Analyzed and detected degradation on SONET fiber rings, OC-48's, M13's, digital radio and digital cross connects via Impact, SON, and Net manager (OC-48/12/3) platforms
• Switched traffic to spare radios, fiber systems to ensure that customer's are not affected by maintenance/network problems
• Provided technical support for terminal and field personnel
• Multi-tasked with several SUN Microsystems based platforms to track critical system alarms and outages via Network Analysis, Control and Surveillance (NACS) system, Mecca, Smart/GWS, and Trex
• Coordinated and tracked system alarms to dispatch field personnel for repair
• Interfaced with National Restoration Management to route traffic to spare fiber optic paths then restoring the network to normal capacity after failures in the network have been isolated and repaired.

• Tasked to supervise and manage the daily operations of the White Technical Control Facility and Operations
• Provided secure and non-secure data, voice communication for the President, Vice President, and other offices in and around the White House
• Provided immediate set-up and operation of a deployed secure mobile and fixed communications for the President of the United States
• Assisted in the design, installation and testing of the White House Technical Control circuits and integrated digital network
• Traveled abroad as a Secure Communications Technician on AF-II Aircraft, Presidential trips and motorcades
• Operated, maintained cryptographic devices, modems, and multiplexers
• Remote monitored IDNX nodes, links, trunks and fiber optic networks
• Installed digital Multiplexers, T-1 links, channel banks, and patched DS0, DS1, DS3 circuits
• Held special access clearances TS/SBI/SCI/DOD and Presidential access during White House duty.

• TROPO, Work with Military Circuits (Red & Black), Technician for Local Area Phones, Switches, and PBX's
• Supported NATO, U.S.ARMY, AIR FORCE, NAVY, AFN TV, and high level DOD networks worldwide
• Performed routine maintenance to guarantee peak performance.
• Secret clearance
• 32D, 31N, 31P
• Hands-on experience using computer aided design software packages for designing microwave communication systems.
• Well-versed in the use of specialized tools such as signal generators, oscilloscopes and power meters when needed.
• Expertise in aligning antennas and optimizing link performance by adjusting power levels, antenna angles.