Frank Renner
Fountain,CO
Summary
Dynamic Mobility Service Engineer with over 16 years of experience in monitoring, maintaining, and troubleshooting diverse environments, including a 24/7 NOC. Proven ability to enhance customer service and retention through effective management of technical support escalations. Expertise in RF equipment, including antenna systems and Ka-band satellite internet troubleshooting, complemented by a solid understanding of satellite end-to-end networks and hardware operations for aircraft modems, servers, and wireless access points. A strong foundation in optimizing operational processes and systems has led to the successful management of cross-functional projects that improved efficiency and streamlined workflows.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Mobility Operations Engineer
Viasat Inc.
05.2013 - Current
- Provision Aircraft with modems and servers throughout the Viasat network.
- Troubleshoot in flight connectivity issues remotely real time.
- Monitor mobility network, triage issues, coordinate escalations and support, perform post-mortem reports, analyze trends to uncover and address chronic issues.
- Track and document all pertinent information via Jira and Salesforce. Generate outage reports, check and analyze for accuracy, communicate impacts and remediation effectively and clearly.
- Support ground service crews on troubleshooting, software deployment, and service quality assurance.
Senior Technical Assistance Engineer
Viasat Inc.
05.2013 - Current
- Floor operation leader tasked with duty assignment, scheduling and assigning network maintenance and events, engage and coordinate senior engineering support.
- Develop and test troubleshooting processes for satellite network earth stations with the newly deployed SAN system.
Service Assurance Engineer
Viasat Inc.
05.2013 - Current
- Network surveillance and monitoring using IBM Tivoli to detect network connectivity issues and initiate remediation and escalation.
- RF antenna system monitoring and troubleshooting, including remote equipment adjustment and signal refinement.
- Performed equipment upgrades and maintenance to address technical issues and improve customer experience.
NOC Engineer
Global Technology Resources, Inc.
02.2011 - 03.2013
- Monitor quality alarms, record problems by creating tickets using CRM, Tivoli, Zenoss, EM7 and take appropriate actions as per guidelines, including making test calls both manually and using automated systems.
- Interact with Network Suppliers, opening tickets and performing follow up with external organizations on GTRI related issues.
- Acting as a liaison between customers/providers and our NOC Engineer team, to work and resolve network problems and test solutions with customers.
NOC Technical Administrator II
Dish Network
12.2009 - 02.2011
- Monitored, analyzed, and reported on the current data environment. Make solution suggestion recommendations for improving data operations at national NOC and CSC Dish Network locations.
- Responsible for learning and mastering the administration of multiple complex application environments.
- Operated HP OpenView ticket system to track, troubleshoot and escalate network alarms.
TSO Tier3 Technical Support
Time Warner Cable
09.2006 - 12.2009
- Operated Remedy ticket system to track and escalate connectivity issues.
- Used XP based telnet program to access business routers and configure them with static IP’s, NAT routes, port-forwarding and more.
- Take ownership of business class escalations and work with local and national resources to obtain a resolution.
- Assist premise technicians with installing and troubleshooting onsite modem and computer issues including WiFi, provisioning and operating system escalations.
- Manage ticket workload, status tickets, direct notification page-outs, escalate issues, and seek guidance from lead or supervisor as required.
- Use software tools and skills to isolate and resolve platform hardware issues, assist in maintenance, and frequently work high-speed data and VOIP issues.
Education
English and Aviation
MSU Denver
Business Management
Arapahoe Community College
01.2006
Skills
- Operations systems: Salesforce, Jira, Grafana, Splunk, Kentik, Insights
- Hardware: Aircraft M3 and S4s, SMTS, Cisco and Juniper Routers/Switches
- Antenna Systems: HPA, BUC, BDC, Spectrum Analyzer, SMTS, ACU
- Operating Systems: Cisco, Juniper, Windows, MAC, Unix
- Customer Service, Teamwork, Problem Solving, Empathy, Cooperation, Adaptability, Communication
- Network monitoring
- Troubleshooting processes
- Incident management
- Jira ticketing system
- Salesforce tracking
- Customer communication skills
- Satellite network operations
Certification
- JNCIA
- CCNA Voice
- CCNA
- ITIL foundation
Timeline
Mobility Operations Engineer
Viasat Inc.
05.2013 - Current
Senior Technical Assistance Engineer
Viasat Inc.
05.2013 - Current
Service Assurance Engineer
Viasat Inc.
05.2013 - Current
NOC Engineer
Global Technology Resources, Inc.
02.2011 - 03.2013
NOC Technical Administrator II
Dish Network
12.2009 - 02.2011
TSO Tier3 Technical Support
Time Warner Cable
09.2006 - 12.2009
Business Management
Arapahoe Community College
English and Aviation
MSU Denver