Ken Toribio

Rochester,NH

Summary

Dynamic NOC Engineer with proven expertise at Breezeline in network operations monitoring and troubleshooting. With 15 years of experience in the information technology field. Adept at enhancing user experience through effective communication and critical thinking. Skilled in configuration management and familiar with platforms like Cisco and Juniper. Recognized for fostering collaborative relationships to resolve complex issues efficiently.

Overview

years of professional experience

Work History

NOC Engineer

Breezeline

04.2022 - 08.2025

Monitored and maintained network and software components according to established guidelines and best practices.
Supported global network users with connectivity, VPN, and access issues.
Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
Established positive working relationships with users to quickly resolve problems.
Created graphical reports to visualize network performance and uptime to management members.
Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
Configured IP assignment, core network configuration, and DNS setup for new users.
Updated internal customers regarding open tickets and status of resolutions.
Delivered tier-3 support for co-location, customer backup networks, and ISP services.
Troubleshot routers, layer 2 and 3 switches, and network firewalls.

NOC Analyst

Atlanticbroadband(Currently Breezeline)

11.2013 - 03.2022

Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Acting trainer for incoming NOC analysts and ensured documentation was maintained and enforced among peers.
Create accurate tickets explaining the network, email, and or VOIP issue impacting the company staff or its customers.
Engaged and kept track of engineers and technicians engaged with fixing issues in the field.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Identified issues, analyzed information and provided solutions to problems.
Communicated with Carrier customers and other business customers to ensure they are kept up to date with issues impacting their services.
Troubleshooting with Carrier customer and other business customers to ensure their network worked with our services.
Exercised leadership capabilities by successfully motivating and inspiring others.
Handled multiple calls back to back while providing accurate and timely ticket updates.
Maintained a high accuracy score among peers while ensuring any and all new company directives were followed.
While not directly part of my duty I took initiative to create an internal website containing all the documentation, layer 2 maps, common commands, and need to know information that my group and the group above me used. This became the standard and was called NOCweb.

Technical Support Representative

Metrocast(Currently Breezeline)

11.2011 - 11.2013

Used ticketing systems to manage and process support actions and requests.
Managed high levels of call flow and responded to technical support needs.
Monitored system performance to identify potential issues.
Responded to customer inquiries and provided technical assistance over phone and in person.
Assisted customers with setting up phones, computers, and tablets to work with our services. This includes email, phone and DNS.
I handled multiple calls, chats, and emails in a timely manner assisting customers.
I have worked with many levels of customers from people with high levels of understanding to people who don't tend to use computers very often. I made sure each customer left the conversation knowing how to fix their issue.
I have also dealt with customers both very difficult in temperament to the the very kindest and responded with each with the up most professionalism.

Education

Associate of Arts - Information Technology

Southern New Hampshire University

Hooksett, NH

05-2018

Skills

System monitoring
Virtualization technologies
Network operations monitoring
Capacity planning
Configuration management
Network troubleshooting
Ticketing systems
Change management

Wireless networking
Application support
Network configuration design
Network configuration
Python Coding
HTML CSS
Familiar platforms: Ciena, Adva, Cisco, Juniper, Ruckus, CSG, and Iglass
Knowledge in optical monitoring and troubleshooting I am able to read and convey information from OTDR shots to internal techs and 3rd party vendors to ensure fiber crews where they are needed

Accomplishments

Army Accommodation Medal

Interests

Hiking
Gaming
Fitness
Coding
Reading

Timeline