Summary
Overview
Work History
Education
Skills
Timeline
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KYLE NETTLES

McKinney,TX

Summary

Accomplished engineer with over 20 years of broad expertise collaborating with cross-functional internal and external clients to drive innovative solutions for seamless network operations. Results-oriented team leader and adaptable team player with proven success monitoring diverse enterprise network structures. Analytical problem-solver with exceptional interpersonal, organizational and communication skills.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.

Overview

30
30
years of professional experience

Work History

TECHNICAL ASSISTANCE CENTER (TAC) ENGINEER

L&T TECHNOLOGY SERVICES
03.2019 - 03.2024
  • Company Overview: for SAMSUNG
  • VzW Alarm Monitoring Team for the first 6 months at Samsung.
  • Run batch file to generate current alarm list from Samsung USM (Universal System Manager).
  • Prioritize alarms and create internal tickets using the Salesforce RemedyForce ticketing system.
  • Troubleshoot all alarms to resolution or escalate to TAC/Tier 2 as needed.
  • Creation of process documentation to establish SOPs for Alarm Team.
  • Promoted to TAC in September 2019 Working on the VzW Project.
  • Same basic day-to-day activities as with Nokia as it related to troubleshooting issues in the 4G LTE and also 5G NR wireless networks.
  • Moved to Sprint/TMO, AT&T, SECA (Samsung Electronics Canada) TAC June 2020.
  • Same basic day-to-day activities as with VzW TAC as it related to troubleshooting issues in the 4G LTE and 5G NR wireless networks.
  • Documentation Creation and Management (In addition to normal TAC responsibilities).
  • Shortly after moving to TAC, I began to receive Manager requests for ad-hoc document creation as well as report creation using the Salesforce Remedyforce ticketing system.
  • I was then tasked with the creation and management of the Network Operations High Severity Playbooks.
  • This living document was the standard that outlined all processes for dealing with High Severity outages for all customers.
  • This included presenting the plan and training all teams in the processes.
  • The next major document was the Business Continuity Plan that covered the processes for any and all system or facility issues that would impact all teams under the Samsung Technical and Electronics Network and Systems teams.
  • Create and manage the weekly schedules for all TAC teams, including the GSC (Global Service Center).
  • Create and manage the weekly on-call schedule for all departments and all customers.
  • For SAMSUNG

REMOTE INTEGRATION TEST CENTER ENGINEER

CSS CORP
12.2017 - 01.2019
  • Company Overview: for NOKIA
  • Support, understand, troubleshoot and resolve the customer CDMA, UMTS and LTE RAN network (understand CNDDs, provisioning scripts, configuration files, etc.) to support the deployment of CDMA and LTE base stations.
  • Respond directly to calls and requests from integration engineers to the call center; troubleshoot problems as well as support internal teams with maintenance activities.
  • Interface directly with deployment and development teams which include installation, RITC Teams, RF Engineers, PM’s, FOA, etc. to resolve site, systems or network problems.
  • Mitigate outage risk and execute network restoration contingency plans in response to network failure, catastrophes and natural disasters.
  • Ensure base stations are operational (links are up, alarms clear, etc., sites ready for RF teams, and live traffic.)
  • Execute procedures and use proprietary software tools to support RAN delivery on time.
  • Provide operations support to the RF teams in their optimization activities by creating and executing work orders to make parameter changes when needed.
  • Escalate quality issues to improve products and services delivered to the customer.
  • Develop written technical documentation such as Method or Procedure (MOP) for Field Technicians to use.
  • Use network protocols, networking software and hardware to correct system faults.
  • Work with routers and switches, Ethernet switching, IP forwarding, class of service and services, firewall and access control, server load balancing as well as routing and switching protocols.
  • Exercise strong analytical skills to debug, troubleshoot and isolate complex problems.
  • For NOKIA

IMS MONITORING & CORE TEAM ENGINEER/NOC MONITORING TEAM ENGINEER SHIFT LEAD

LEMCON USA
03.2011 - 01.2017
  • Company Overview: for Nokia
  • Promoted to shift lead, overseeing 3-seat monitoring team focusing primarily on ONE-AAA, ONE-NDS, HSS, and CSCF.
  • Leads team of 12 engineers monitoring AAA, HSS, and One-NDS stations, and serves as first point of contact for escalations and creation of IP Multimedia Subsystem (IMS) reports.
  • Network operations center (NOC) engineer supporting Nokia-Siemens Networks and managing network element performance monitoring on IMS for Verizon Wireless (VzW) 3G/4G LTE networks.
  • Serves as monitor for incoming Resolve trouble tickets concerning VzW IMS Core Network, providing initial response per SLA and routing to appropriate personnel.
  • Provide escalations for critical/major issues requiring immediate support.
  • Utilizes knowledge of IMS-based PES architecture, interfaces and protocols (SIP, RTP, Diameter, H.248, HTTP), as well as network management and provisioning (XML, SNMP, LDAP, SOAP).
  • For Nokia

NETWORK OPERATIONS CENTER ANALYST

BILLMATRIX
06.2007 - 02.2011
  • Company Overview: FISERV
  • As a NOC Analyst for Fiserv, I monitored various tools to maintain the overall health of the Fiserv production payment system.
  • In the event of system-impacting events I would perform initial triage to stabilize the system or escalate the issue to the appropriate business unit and assist in trouble-shooting the system issue to resolution.
  • I opened, updated and closed tickets on each issue and issued client informational alerts as needed.
  • Additionally, I performed software patching on the production servers and client change deployments as well as multiple other tasks were assigned to me.
  • FISERV

NETWORK OPERATIONS ENGINEER

REMOTE DYNAMICS INC
12.1998 - 01.2006
  • As a Network Operations Engineer for Remote Dynamics, I was the on-call support person for a cellular voice/data network used to allow communication between our customers, including SBC and Wal-Mart, and their vehicle fleets.
  • The network was later upgraded to a GPS vehicle tracking system.
  • My responsibilities included customer phone support as well as monitoring/maintaining the integrity of the network and all ancillary systems using various monitoring tools.
  • I also performed nightly/weekly routine maintenance including database audits and tape backups.

NETWORK CONTROL ANALYST

IEX CORPORATION
03.1997 - 11.1998
  • As a network control analyst for IEX Corporation I was part of a 4-person team that worked a rotating shift to provide 24 hour support for our customers who were using the Telestar telecomm switching unit and Nexus SCP (sun Enterprise 4000).
  • We also maintained the Highway Master Corporation's voice/data cellular network on-site.
  • My responsibilities included customer phone support as well as monitoring and maintaining the integrity of the networks and ancillary systems using various monitoring tools.
  • I also performed nightly/weekly routine maintenance including database audits and tape backups for the Highway Master network.

COMPUTER SUPPORT TECHNICIAN

HUGHES DATA SYSTEMS
08.1996 - 12.1996
  • In this position I was responsible for helping a large team of people with the building of desktop, notebook and server systems for sale to mainly government contractors with smaller orders for private companies.
  • I was also selected to serve as a repair technician to fix any problems that the computers displayed during the verification process.
  • I was later selected to serve as a final test auditor responsible for verifying that the computer systems were all within the contract parameters as far as equipment installed and total system functionality.

QUALITY CONTROL INSPECTOR

ELECTRONIC DATA SYSTEMS
10.1995 - 08.1996
  • At EDS I was responsible for helping a large team of people with the building of desktop, notebook and server systems for sale to mainly government contractors with smaller orders for private companies and individuals.
  • I also worked as a repair technician to fix hardware and software issues that were discovered during the verification process.
  • I also worked as a quality control inspector responsible for verifying that the computer systems were all within the contract parameters as far as equipment installed and total system functionality.

ELECTRICAL ASSEMBLER

THE NEW INFRAPAK INC.
01.1994 - 09.1995
  • My primary job at Infrapak was the construction of electrical assemblies and wiring harnesses used to control the operation of various mechanical systems on the stretch-wrap machines.
  • At certain times I was also involved in the mechanical assembly of the machines.
  • This part of the job allowed me to learn TIG/MIG welding as well as putting the machines together from the ground up, start to finish.
  • I even wrapped the completed machines for cross-country shipping by truck.

AVIATION ELECTRONICS TECHNICIAN

US NAVY
  • Senior repair technician and nightshift supervisor for Computerized Automatic Test Station Type 3 Digital (CAT-IIID).
  • Troubleshot and repaired airborne weapons, detection, guidance and communication systems on naval aircraft, and was responsible for calibration of test equipment.
  • Repair technician for Versatile Avionics Shop Tester (VAST) and Hybrid Automatic Test Station (HATS).

Education

Avionics "B" School - Trained to troubleshoot and maintain multi-system test stations and avionics systems of naval aircraft

US Navy

Avionics "A" School - Troubleshot systems to component level, including computer, navigation, airborne detection, weapon guidance, and communication

US Navy

Skills

  • Active Directory
  • BTSSM
  • Centos
  • @Commander
  • Consoleworks V 20
  • HP OpenView
  • IIS
  • Linux
  • NetAct
  • NetScaler
  • NFM-P/NSP
  • SiteScope
  • SolarWinds
  • SystemEventMonitor
  • Ubuntu
  • Unix
  • URSA
  • USM
  • VI Editor
  • WhatsUpPro
  • Windows
  • Office Suite

Timeline

TECHNICAL ASSISTANCE CENTER (TAC) ENGINEER

L&T TECHNOLOGY SERVICES
03.2019 - 03.2024

REMOTE INTEGRATION TEST CENTER ENGINEER

CSS CORP
12.2017 - 01.2019

IMS MONITORING & CORE TEAM ENGINEER/NOC MONITORING TEAM ENGINEER SHIFT LEAD

LEMCON USA
03.2011 - 01.2017

NETWORK OPERATIONS CENTER ANALYST

BILLMATRIX
06.2007 - 02.2011

NETWORK OPERATIONS ENGINEER

REMOTE DYNAMICS INC
12.1998 - 01.2006

NETWORK CONTROL ANALYST

IEX CORPORATION
03.1997 - 11.1998

COMPUTER SUPPORT TECHNICIAN

HUGHES DATA SYSTEMS
08.1996 - 12.1996

QUALITY CONTROL INSPECTOR

ELECTRONIC DATA SYSTEMS
10.1995 - 08.1996

ELECTRICAL ASSEMBLER

THE NEW INFRAPAK INC.
01.1994 - 09.1995

AVIATION ELECTRONICS TECHNICIAN

US NAVY

Avionics "A" School - Troubleshot systems to component level, including computer, navigation, airborne detection, weapon guidance, and communication

US Navy

Avionics "B" School - Trained to troubleshoot and maintain multi-system test stations and avionics systems of naval aircraft

US Navy

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