Stephen Glenn
Ypsilanti,MI
Summary
Dynamic and results-driven professional with extensive experience at NCR Atleos and a strong foundation in computer networking and support. Proven ability to troubleshoot complex issues and enhance operational efficiency. Skilled in TCP/IP protocols and effective communication, consistently delivering timely resolutions and maintaining high customer satisfaction.
Overview
23
23
years of professional experience
4
4
Certification
Work History
Customer Engineer II
NCR Atleos
Ann Arbor, MI
05.2021 - Current
- Owned customer incidents as assigned, ensuring timely resolution and adherence to SLA requirements.
- Executed minor repairs and component replacements on Tier I equipment including PCs and printers.
- Assisted in site preparation through cable installation, equipment staging, and minor testing.
- Conducted modular swaps and unit replacements alongside preventative maintenance services.
- Resolved customer concerns by addressing issues directly or escalating to appropriate personnel.
- Maintained ownership of customer problems until satisfactory resolution was achieved.
- Performed First Line and Second Line Maintenance on ATMs and kiosks, ensuring operational efficiency.
- Facilitated effective communication with team members, territory managers, and Control Tower for issue escalation.
- Led troubleshooting efforts for complex customer technology issues, enhancing system performance and client satisfaction.
- Developed and implemented preventive maintenance programs, reducing downtime and improving operational efficiency.
- Managed on-site installation of new equipment, leading to improved efficiency and reduced downtime.
- Resolved system malfunctions with thorough troubleshooting, ensuring optimal system performance.
NOC Support Engineer
Express Employment Professionals
Ann Arbor, MI
08.2019 - 01.2022
- Monitored incident alert systems during normal and after-hours, notifying departments of malfunctions.
- Triaged support tickets by prioritizing requests based on severity and operational impact.
- Expanded content to streamline future support tasks related to network operations and IT knowledge base.
- Maintained asset management records, documenting procurements, hardware assignments, and recoveries.
- Engaged in advanced training to enhance troubleshooting skills for complex customer issues.
- Communicated effectively with customers requiring support to ensure clarity and patience.
- Mastered multiple network monitoring tools, rapidly detecting and resolving service-impacting events.
- Developed, tested, and installed network upgrades to align with organizational performance standards.
- Monitored network performance to ensure system reliability and uptime.
- Diagnosed and resolved technical issues for various hardware and software systems.
- Implemented troubleshooting protocols to streamline incident resolution processes.
- Developed documentation for network configurations and standard operating procedures.
- Analyzed system logs to identify patterns and prevent future incidents proactively.
- Improved response times by optimizing ticketing system workflows and support strategies.
- Established positive relationships with clients by actively listening to their needs and promptly addressing any concerns.
NOC Technician
Comcast
Westland, MI
03.2008 - 06.2019
- Delivered first-tier service for Converged RF network management, ensuring optimal performance across Video, High Speed Internet, IP Networking, and Voice products.
- Conducted proactive network surveillance to identify impaired or failed elements using tools such as Dashboard, Watchtower, Flux, Yeti, SASQ, and Scout.
- Generated trouble tickets and assigned tasks to network agents to minimize customer impact and expedite resolutions.
- Supported municipalities, Government Affairs, institutional loops, Digital Video Engineers, Fiber Construction, Plant Operations, System Engineers, IP Engineers, National NOC, Content PPV, Customer Care, and Dispatch groups.
- Monitored network performance and identified anomalies to ensure optimal system functionality.
- Responded to technical support requests, diagnosing issues and providing timely resolutions.
- Managed incident response processes, escalating critical issues to senior engineers for resolution.
- Conducted routine system checks, documenting findings and recommending improvements for reliability.
- Collaborated with cross-functional teams to implement network upgrades and enhancements.
- Analyzed network traffic patterns, proposing solutions to enhance security measures and mitigate risks.
- Maintained accurate documentation of network infrastructure, updates, incident reports, and resolutions for future reference.
Tier 2 Technical Support Specialist
Comcast
Ann Arbor, MI
01.2007 - 03.2008
- Consulted with users via telephone to identify issues and perform diagnostic testing.
- Leveraged company resources to effectively address and resolve technical problems.
- Executed commands to observe system functionality across multiple operational areas.
- Multitasked to troubleshoot diverse technical issues across various systems and applications.
- Provided first-level support by remotely troubleshooting service, equipment, and account issues.
- Maintained compliance with updated policies and procedures with minimal oversight.
- Communicated solutions to customers, guiding them through corrective actions to restore service.
- Resolved complex technical issues for residential and business customers, ensuring high satisfaction levels.
- Provided advanced troubleshooting support for internet, TV, and phone services using diagnostic tools.
Communication Tech 3
Comcast
Ann Arbor, MI
05.2003 - 01.2007
- Conducted site surveys to identify optimal equipment positioning for maximum signal reception.
- Reviewed work orders and collaborated with prior shift to evaluate daily work requirements.
- Planned, installed, and maintained systems while repairing malfunctioning components.
- Analyzed project drawings to ensure installation activities met specifications.
- Executed regular system tests to verify functionality of all components.
- Connected wires and cables to terminals, completing required paperwork for each work order.
- Utilized hand tools for mounting, installing, and securing equipment.
- Adhered to company procedures, NEC/NESC regulations, and local ordinances during installations.
- Installed and maintained telecommunications equipment, ensuring optimal functionality and service quality.
- Conducted troubleshooting for network connectivity issues, enhancing customer satisfaction through prompt resolution.
Education
B.A. - Biblical Studies
Lancaster Bible College
12.2024
Associate of Applied Science - Computer And Information Sciences
ITT Technical Institute
01.2002
Skills
- Computer networking and support
- Network monitoring and troubleshooting
- TCP/IP protocols
- Microsoft Windows expertise
- Cisco certification
Certification
- CIENA 6500
- NUTANIX
- VERITAS
- CISCO CERTIFIED TECHNICIAN ROUTING AND SWITCHING
Timeline
Customer Engineer II
NCR Atleos
05.2021 - Current
NOC Support Engineer
Express Employment Professionals
08.2019 - 01.2022
NOC Technician
Comcast
03.2008 - 06.2019
Tier 2 Technical Support Specialist
Comcast
01.2007 - 03.2008
Communication Tech 3
Comcast
05.2003 - 01.2007
B.A. - Biblical Studies
Lancaster Bible College
Associate of Applied Science - Computer And Information Sciences
ITT Technical Institute