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Network Operations Center Manager

NTT America

Led the Global IP NOC team of 30+ NOC Analysts & Engineers in monitoring and maintaining a multi-vendor Tier 1 Global ISP backbone network providing guidance and mentorship to ensure the team's success.

•	Managed and oversaw the day-to-day operations of the network operations center, ensuring the availability and reliability of the Global IP network
•	Implemented best practices and processes for incident management, problem management, and change management to improve network performance and reliability.
•	Analyzed network performance data and identified areas for improvement, implementing necessary changes to increase efficiency and reduce downtime.
•	Established Disaster Recovery NOC in Kuala Lumpur, Malaysia to provide true backup capabilities in case of a disaster. Designed to establish follow the sun support approach if/when needed
•	Served as the primary interface of the Global IP NOC for premier customers, peers, other NTT business units, and executive management

•	Expanded cross-functional organizational teamwork by collaborating across departments on ways to support their products, functions, and common goals
•	Recruited, hired and mentored top performers to add talent and value to the NOC group. Kept employee attrition very low, average tenure was over 8 years
•	Responsible for training initiatives designed to enhance team development and continuous knowledge improvement for NOC personnel
•	Responsible for the development of NOC processes and procedures outlining the responsibilities of the Global IP NOC 
•	Developed performance reporting and metrics for the Global IP NOC. Led to continuous MTTR reduction as well as millions of dollars in SLA refunds by tracking tickets/alerts by carrier/region and following up with the affected carriers for SLA refunds

Global IP Network Operations Center (NOC) Manager

Responsible for monitoring and maintaining the NTT Global IP Backbone. Handling alerts/emails/calls from Telcos, Peers and customers.

•	Primarily responsible for tracking, ownership, resolution and documentation of all customer, peer and backbone issues.
•	Monitored the Verio network with a NMS utilizing SNMP monitoring software along with various in-house tools.
•	Troubleshoot and resolve routing/physical layer issues for Verio customers, peers and network infrastructure.
•	Field calls and emails from customers, peers, Telcos and inter-company organizations.
•	Utilized trouble ticketing system and in house email system to track and document customer issues.
•	Interfaced with other Verio operations centers for escalation and resolution of issues.
•	Performed scheduling/coordination of all maintenances that affect the Global IP Backbone.
•	Carried out select maintenances on the Verio network.
•	Basic router configurations utilizing in-house configuration tools as well as CLI.
•	Responsible for managing vendor tickets related to hardware and software issues.
•	Responsible for hardware Return Materials Authorization (RMA) disposition for the Global Network.
•	Performed troubleshooting and fault isolation on the Verio network.

Sr Technical Lead/ NOC Engineer- Global IP Network Operations Center

Verio

Network Operations Center Team Lead

Network Operations Center Analyst

US Army

Managed a team of 8 technicians responsible for technical training and support for the United States Army and multiple foreign departments both domestically and deployed. 

•	Accounted for the logistics of technical equipment and supplies for 10+ departments valued at over $4M
•	Provided technical support to 200+ users to ensure seamless operations and respond to network outages
•	Established lesson plans and classroom instruction to cover installation, configuration, and operation of switching equipment and signal flow hardware, software, voice, and data networks resulting in increased technical proficiency
•	Performed technical repairs, and trunk maintenance including alarm clearing procedures concerning all hardware, wiring, and programming
•	Operated associated multiplexing and combat net radio interface equipment, short range line of sight radio systems, communications security devices, and other network switching equipment
•	Implemented telecommunication service menus/databases and LAN/WAN assignments, including access lists and Network Address Translations

Network Switching Systems Operator Supervisor- 31F20

Network Switching Systems Operator- 31F10

With over 20 years of experience in managing and working in a Global IP Network Operations Center, I am a seasoned NOC Manager and a US Army Veteran who can secure and optimize ISP networks. I have successfully led a team of 30+ NOC Analysts and Engineers in monitoring and maintaining a multi-vendor Tier 1 Global ISP backbone network at NTT America, providing guidance and mentorship to ensure the team's success.

I have extensive knowledge and skills in network infrastructure, network operations center solutions, and cybersecurity, as evidenced by my Sec+ and ISC2 certifications. I have also implemented best practices and processes for incident management, problem management, and change management to improve network performance and reliability. I have a strong understanding of balancing performance and business imperatives to serve the customer and the company. I am currently pursuing a Bachelors Degree in Computer Science to further enhance my technical and analytical abilities.

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