Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

R. Wynne Unsell

Pflugerville,TX

Summary


Network engineering professional with proven ability to enhance system performance and ensure network reliability. Known for effective problem-solving strategies and proactive system maintenance. Emphasizes team collaboration and adaptability to meet evolving technical needs, leveraging deep knowledge in network architecture and security protocols.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Technical Operations Specialist

FLASH
07.2022 - Current
  • Creating, testing, and implementing solutions for the company’s network appliance that is deployed at over 1,100 sites.
  • Troubleshooting high visibility escalations by recreating network environments in the company’s test lab.
  • Working with the Development, DevOps, and the company’s Managed Service Provider to aggregating multiple asynchronous tools into one dashboard for the larger Support team to utilize during troubleshooting.

Network Connectivity Specialist, PARCS

FLASH
07.2020 - 07.2022
  • Maintained technical documentation regarding network requirements for an array of products and services.
  • Worked with the company’s managed service provider on cost-cutting, test projects, and assisting in installing and provisioning new locations.
  • Acted as the single point of contact for customer IT departments, and sole networking resource for advanced troubleshooting within the organization.
  • Developed and maintained a cellular data cost reduction process which billed $35,700 in 2021 and $29,750 in 2022.

Tier II Support Engineer, PARCS

FLASH
08.2019 - 07.2020
  • Worked escalations from Tier 1 agents, coached junior colleagues with troubleshooting, and guided them through to case completion.
  • Troubleshot and resolved problems pertaining to hardware, software, network, and auxiliary components of cloud-based parking kiosk infrastructure.
  • Performed advanced troubleshooting, and interfaced with different departments to meet project deadlines on installations.
  • Diagnosed and resolved issues that occurred in all phases of site commissioning.

Senior Specialist, Technical Customer Service

AT&T Wi-Fi Services, Network Operations Center
10.2018 - 02.2019
  • Interfaced with project managers and venue staff, troubleshot networking issues, Worked escalated tickets from levels 1 and 1.5.
  • Analyzed network trends that occurred over multiple venues and escalated them to Tier 3 and Product Support for further investigation.

Specialist, Technical Customer Service - Technical Team Lead

AT&T Wi-Fi Services
02.2017 - 10.2018
  • Coached Tier 1 agents, performing advanced troubleshooting, and fielded calls from disgruntled customers transferred from the Tier 1 level.
  • Processed dispatches for technicians at numerous venues supported by AT&T, monitored call queue volumes of 12+ call center agents, and maintained at least a 92% call acceptance rate at under 120 seconds.

Specialist, Technical Customer Service - Universal Agent

AT&T Wi-Fi Services
03.2016 - 02.2017
  • Executed quick technical support resolution, while managing a 93% or higher customer service scorecard.
  • Commissioned with mid-level network maintenance and troubleshooting via infrastructure tools for dozens of retail and hospitality venues, such as Hilton, Four Seasons, McDonald’s and Walmart.
  • Maintained a professional, friendly demeanor with customers at all times, receiving 100% score cards over three consecutive months.

Education

Bachelor of Business Administration -

St. Edward's University
AUSTIN, TEXAS
05-2018

Skills

  • WAN/LAN
  • DHCP/DNS
  • Process Development
  • PCI-DSS
  • Firewall
  • VPN
  • Cloud
  • Troubleshooting
  • Technical Writing
  • Application Support
  • Stakeholder Communication
  • Stakeholder Management
  • Client communication skills
  • IP addressing and subnetting
  • Network Troubleshooting Abilities
  • User support
  • System testing
  • Technical support

Certification

  • Azure Fundamentals AZ-900
  • Network+ N10-008


Timeline

Senior Technical Operations Specialist

FLASH
07.2022 - Current

Network Connectivity Specialist, PARCS

FLASH
07.2020 - 07.2022

Tier II Support Engineer, PARCS

FLASH
08.2019 - 07.2020

Senior Specialist, Technical Customer Service

AT&T Wi-Fi Services, Network Operations Center
10.2018 - 02.2019

Specialist, Technical Customer Service - Technical Team Lead

AT&T Wi-Fi Services
02.2017 - 10.2018

Specialist, Technical Customer Service - Universal Agent

AT&T Wi-Fi Services
03.2016 - 02.2017

Bachelor of Business Administration -

St. Edward's University

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