Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Timeline
Generic

Scott Gleeson

Wharton

Summary

Accomplished and driven Network Operations professional with over 15 years of experience in telecommunications, recognized for delivering high productivity and efficient task execution. Expertise in network performance monitoring and troubleshooting complex issues, ensuring optimal system reliability. Strong problem-solving and communication skills enhance customer support and team collaboration.

Overview

21
21
years of professional experience

Work History

Network Technician III

Zayo Group
Remote
08.2024 - Current
  • Executed troubleshooting to diagnose and repair equipment failures in multi-vendor environment.
  • Collaborated with Inside Plant and Outside Plant technicians to resolve customer outages within SLA.
  • Managed multiple customer issues through Salesforce, providing public-facing updates on repairs.
  • Enhanced customer satisfaction by delivering knowledgeable service and ensuring thorough follow-up.
  • Applied strong problem-solving skills to resolve issues efficiently within tight timelines.
  • Commended by management for delivering exceptional customer service consistently.
  • Cultivated positive relationships with staff and management to foster teamwork.

Network Engineer

T-Mobile Wireless
Parsippany
07.2019 - 09.2023
  • Demonstrated exceptional skills in managing and maintaining MPLS network devices by identifying and resolving performance and configuration issues, allowing for improved customer experiences
  • Augmented performance degradation detection through new and modified alarming to improve visibility to NOC and second-level support teams, reducing reaction times and expediting mitigation and resolution
  • Directed time-sensitive projects of teams of peers which delivered upgrades, and security credential configuration changes, software and hardware updates resulting in enhanced network and equipment performance and security
  • Established technical documentation for standardized processes involving root cause analysis', hardware replacements, and outage management and resolution to strengthen team knowledge
  • Championed a deep-dive investigation into chronic failing hardware, working directly with vendor to identify fault cause and issue a fix to field teams, reducing failures by over 50%
  • Co-developed a restructured process how devices were detected and added to network monitoring tools, establishing visibility to over thousands of devices which were missing previously for device management and SOX compliance purposes

Network Technician I-III

T-Mobile
Parsippany
10.2004 - 07.2019
  • Delivered exceptional support for network backhaul and equipment issues through effective alarming and ticketing.
  • Ensured timely support for maintenance window projects and external vendor operations.
  • Composed documentation to standardize troubleshooting methods, enhancing knowledge retention and issue resolution speed.
  • Co-authored a centralized alarming and ticketing system, reducing visible alarms by 60%.
  • Spearheaded peer mentoring programs, enhancing technical capabilities for over 100 technicians during IP backbone rollout.
  • Collaborated with external support teams, including field technicians and Tier 2 network engineers, to resolve complex issues.

Education

Network Routing Specialist I

Nokia
Remote
09-2020

Associate of Science - Computer Science

SUNY Orange
Middletown, NY

Skills

  • Network troubleshooting
  • MPLS network management
  • Technical documentation
  • Customer service
  • Team building
  • Incident response
  • Troubleshooting processes
  • Communication skills
  • Time management
  • Problem solving
  • Root cause analysis
  • Multitasking Abilities
  • Disaster recovery
  • Professional demeanor
  • Network configuration
  • Network protocols

Affiliations

  • Abbott World Marathon Six-Star Finisher

Accomplishments

  • T-Mobile Peak Achievement Award Winner (2011)
  • T-Mobile Un-Sung Hero Award Winner (2x)

Languages

English
Native/ Bilingual
Spanish
Limited

References

References available upon request.

Timeline

Network Technician III

Zayo Group
08.2024 - Current

Network Engineer

T-Mobile Wireless
07.2019 - 09.2023

Network Technician I-III

T-Mobile
10.2004 - 07.2019

Network Routing Specialist I

Nokia

Associate of Science - Computer Science

SUNY Orange

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Scott Gleeson