Zachary Peterson
McKinney,TX
Summary
Network engineer with over 10 years of experience in managing and deploying multi-vendor security and routing infrastructures. Expertise in troubleshooting complex environments and delivering results for enterprise-level clients across various sectors. Proven track record of enhancing network performance and security through strategic implementations.
Overview
12
12
years of professional experience
Work History
Network Operations Tier 3 Engineer
Comcast Business Global(Formerly Masergy)
Plano, TX
02.2024 - Current
- Escalation support - performed day to day tasks on a team as the highest escalation point within operations/service assurance, working through direct escalations from upper management, operations leadership, network activations, voice team, IT, Tier2 colleagues and customers
- Provided high level expertise on Fortigate, FortiManager and FortiAnalyzer platforms to troubleshoot and resolve network issues
- Monitored and managed our global network of core Alcatel routers and backbones that connected our internal network and our customers network throughout the world, working with remote hands technicians to resolve any outages and to configure and connect new services when necessary
- Worked directly with Fortinet TAC and our TAM weekly to work through and discuss configuration issues and bugs we encountered on the Fortinet products that CBG offers, participated in weekly Fortinet Advanced Services meetings
- Change Management – participated in internal and customer change management process to complete network changes for our network as well as on our customers’ network
- Product Development – joined weekly meetings to discuss and approve/deny new and current customer requests based on our product guidelines, and to determine if any non-standard asks from a customer are supportable
- Interfaced directly with design engineers to provide support and suggestions on new & current network implementations, as well as worked directly with our network engineering team to identify and patch any recent CVEs or vulnerabilities from our vendors
- Access management – help internal users with device access requests, fix radius configurations on remote devices, and correct user’s profiles within our radius application to allow proper network access to our devices
Network Operations Senior Tier 2 Engineer
Comcast Business | Masergy Communications Inc.
Plano, TX
10.2019 - Current
- Assigned to train, educate and shadow with new hires after new NOC engineers are onboarded, assist daily with technical questions and help guide other Tier 1 & 2 engineers to problem resolution
- Worked on & resolved internal management and direct customer escalations dealing with complex design and routing issues within the Comcast|Masergy and customers network
- Obtained multiple Fortinet certifications and participated in weekly service review calls directly with Fortinet TAM & SRM for ticket updates and bug tracking
- Worked directly with some of Comcast|Masergy largest customers to implement changes/upgrades and keep within design & security specifications set forth by customers across their network
- Configured, synced and upgraded remote managed devices to comply with security hardening and Comcast|Masergy security best practices
- Participated in meetings with management and other Comcast team members discussing future internal applications, NOC workflows & possible improvements to streamline the customer service experience we provide to all current and future customers
Network Operations Tier 2 Analyst
Comcast Business | Masergy Communications Inc.
Plano, TX
10.2019 - 10.2022
- Change control – worked directly with the customer management and network engineers on a weekly basis to submit, perform and validate changes made throughout the network
- Customer interactions – interfaced directly with the customer’s network engineering team and local users to perform troubleshooting on any network issue
- Critical issues – worked directly with customer senior leadership during critical issues that arose within the network and maintained recurring communications until issue has been successfully resolved
- Remote support – worked directly with 3rd party contractors to configure/stage replacement network hardware, dispatch to customer location, and service restoration to locations. Successfully worked directly with technicians to troubleshoot voice and data issues remotely via Teamviewer or Webex
- Project Management – assisted with ongoing projects to help network management and software engineering teams to identify and resolve network issues caused by bugs that resulted from newly deployed automation and software tools
- Network audits – performed routine audits and network wide configuration changes to maintain current configuration standards mutually set by both the customers and the Masergy network engineering team
- Device activations and reclaims – used Masergy network element management system and Bluecat DDI to create, modify and remove network objects to ensure active monitoring of circuits and devices at the customer location
Network Operations Tier 1 Analyst
Comcast Business | Masergy Communications Inc.
Plano, TX
01.2019 - 07.2019
- Infrastructure triage – conducted remote troubleshooting of managed client routers and carrier circuits to provide rapid incident management, triage, and service restoration
- Global Carrier management and troubleshooting interaction – worked closely with global and regional carriers to open incidents related to circuit and hardware failures, track and escalate the open incidents, confirm that the problem exists within carrier jurisdiction, and validate service restoration and stability
- Administer Infrastructure Incidents – open incidents in service management platform, provide chronological troubleshooting updates and progress, and close out incidents with restoration codes and actions taken for service restoration.
- Escalate incidents – troubleshoot the incident to the extent of my technical and product knowledge, escalate to higher level support as required, and follow-up with engineers to understand service restoration steps and improve knowledge
- Customer Interaction – work closely with key customer technical contacts to isolate the source of the incident and undertake corresponding troubleshooting action.
Network Engineering Intern
Masergy
05.2018 - 12.2018
- Managed initiative to replace 35 Cisco 4000 series routers which required updated device configuration due to faulty Atom C2000 chip issues.
- Assisted the Senior Network Engineers in the management and documentation of the Masergy in house network engineering lab and helped with the dispatch and installation of network devices at a local PoP
- Built cabling for the installation of Alcatel SR series transmission equipment across the Masergy Global Backbone, also assisted with the initial configurations and installing of cards before shipment
- Supported Network Engineering team with day-to-day support and project activities
Network Operations Center Intern
Masergy
06.2014 - 05.2018
- Trained in Masergy Network Operations Center (NOC) to perform Tier 1 duties
- Executed all Tier 1 support activities and received increased device access and triage capabilities
- Shadowed Tier1 and Tier 2 technicians on troubleshooting skills and incident management. Assisted the Network Operations Center Managers and Team leads looking over the Tier 1 team on daily tasks to address improvements
- Provided Tier 1 voice support for NOC calls from carriers / vendors and updated incident tickets
- Increased skills to provide all Tier 1 support functions, and was appointed to train new Interns over the Summer of 2016 and changed employment to part-time while taking year-round classes
- Assisted in the training NOC day shift on proper usage of newly deployed Incident Management System using the Atlassian software
Education
BS - Electrical Engineering, Telecommunications
The University of Texas At Dallas
Richardson, TX12.2018
Skills
- Fortinet Certified Professional Network Security
- Fortinet Certified Solution Specialist Network Security
- NSE4, NSE5 FortiManager, NSE7 Enterprise Firewall, NSE7 SDWAN
- LAN & WAN infrastructure
- Fortinet Firewalls, Switches, FortiManager, FortiAnalyzer, EMS
- Silverpeak
- Layer 2 & Layer 3 devices
- Bluecat DDI
- Alcatel SR routers
- Network protocols: TCP/IP, UDP, BGP, OSPF, VRRP, NAT, QOS, MPLS, VPLS
- Network monitoring
Timeline
Network Operations Tier 3 Engineer
Comcast Business Global(Formerly Masergy)
02.2024 - Current
Network Operations Senior Tier 2 Engineer
Comcast Business | Masergy Communications Inc.
10.2019 - Current
Network Operations Tier 2 Analyst
Comcast Business | Masergy Communications Inc.
10.2019 - 10.2022
Network Operations Tier 1 Analyst
Comcast Business | Masergy Communications Inc.
01.2019 - 07.2019
Network Engineering Intern
Masergy
05.2018 - 12.2018
Network Operations Center Intern
Masergy
06.2014 - 05.2018
BS - Electrical Engineering, Telecommunications
The University of Texas At Dallas