Thomas Casey
Newburyport,MA
Summary
Proven track record in the data networking field. Deliver consistent results remotely supporting customers. Experience troubleshooting switches, routers, and firewalls. Provide world-class managed services and monitor the networks for corporations throughout the world.
Overview
33
33
years of professional experience
3
3
Certifications
Skills
- Leadership
- Team Building
- Training New Hires
- Mentoring Junior Team Members
- Customer Service
- Technical Support
- Troubleshooting
- Analytical Skills
- TCP/IP OSPF BGP
- Switching / Routing / WiFi
Work History
NOC DATA TEAM LEAD
Integration Partners
03.2017 - 06.2023
- Oversee NOC data team workflow to improve efficiency and utilization
- Improve customer experience
- Identify computer hardware and network system issues, performing troubleshooting techniques for remediation
- Self-motivated with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Work well in team setting, providing support and guidance
- Work effectively in fast-paced environments
NOC SUPPORT ENGINEER
Integration Partners
12.2012 - 03.2017
- Troubleshoot data networks including LAN, WAN, & data center
- Update internal customers regarding open tickets and status of resolutions
- Exceed ITIL SLA standards for response times and problem resolution
- Schedule infrastructure and software upgrades around high traffic times to maintain network availability
- Troubleshoot routers, layer 2 and 3 switches, and network firewalls
- Monitor and maintain network and software components according to established guidelines and best practices
- Collaborate with other network engineers to configure and maintain network monitoring
SENIOR TECHNICAL SUPPORT ENGINEER
Avaya
12.2009 - 12.2012
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Explained technical information in clear terms to promote better understanding for non-technical users
- Performed root cause analysis of reported issues to enact corrections
- Provided guidance on installing and integrating new hardware components and software to remote clients
SENIOR TECHNICAL SUPPORT ENGINEER
Nortel Networks
09.2005 - 12.2009
- Provided guidance on installing and integrating new hardware components and software to remote clients
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
- Traveled with sales engineers on customer site visits to respond to specific technical questions
IT CONSULTANT
APPROVED Network Integrators
11.2002 - 09.2005
- Consulted with customers to assess needs and propose optimal solutions
- Configured hardware, devices, and software to set up work stations for employees
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Removed malware, ransomware, and other threats from laptops and desktop systems
SENIOR NETWORK ENGINEER
Alcatel-Lucent
04.2000 - 11.2002
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes
- Set up hardware and software in optimal configurations to meet network performance requirements
- Installed backbone routers in data centers and collocation facilities
SENIOR TECHNICAL SUPPORT ENGINEER
Nortel Networks
10.1997 - 04.2000
- Performed root cause analysis of reported issues to enact corrections
- Provided phone support to assist customer on troubleshooting networking issues with routers
- Reviewed system logs to provide root cause analysis
TECHNICAL SUPPORT ENGINEER
Proteon Networks
03.1994 - 10.1997
- Diagnosed network problems involving combination of hardware, software, power and communications issues
- Provided phone support to assist customer with hardware and software installation for token ring network interface cards
DESKTOP SUPPORT TECHNICIAN
Universal/Univis
02.1991 - 03.1994
- Configured hardware, devices, and software to set up work stations for employees
- Installed and configured operating systems and applications
- Responded to customer inquiries and provided technical assistance
- Diagnosed and troubleshot hardware and software issues
CUSTOMER SERVICE REPRESENTATIVE
Okemo Mountain Resort
11.1990 - 02.1991
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Education
Bachelor of Science - Business Administration
Saint Michael's College
1990
CERTIFICATIONS
- Juniper - JNCIA - HMRN54NQR1RE1HF2
- Avaya Certified Support Specialist - 251686686
- LogicMonitor Certified Specialist - abzpgzigavdg
Accomplishments
- PADI Open Water Scuba Diver Certification
- NASBLA Approved Safe Boater Certification
- Advanced Boat Operation and Open Water Certification
Volunteering
- Team Rubicon - Volunteer
- American Red Cross - First Responder
- Shrewsbury Youth Hockey - Head Coach
- Shrewsbury Youth Soccer - Head Coach
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
NOC DATA TEAM LEAD
Integration Partners
03.2017 - 06.2023
NOC SUPPORT ENGINEER
Integration Partners
12.2012 - 03.2017
SENIOR TECHNICAL SUPPORT ENGINEER
Avaya
12.2009 - 12.2012
SENIOR TECHNICAL SUPPORT ENGINEER
Nortel Networks
09.2005 - 12.2009
IT CONSULTANT
APPROVED Network Integrators
11.2002 - 09.2005
SENIOR NETWORK ENGINEER
Alcatel-Lucent
04.2000 - 11.2002
SENIOR TECHNICAL SUPPORT ENGINEER
Nortel Networks
10.1997 - 04.2000
TECHNICAL SUPPORT ENGINEER
Proteon Networks
03.1994 - 10.1997
DESKTOP SUPPORT TECHNICIAN
Universal/Univis
02.1991 - 03.1994
CUSTOMER SERVICE REPRESENTATIVE
Okemo Mountain Resort
11.1990 - 02.1991
Bachelor of Science - Business Administration
Saint Michael's College
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