Dwayne E. Howard

4849 Brookwood Pl.                                              404-423-3367 (Cell)

College Park, GA 30349                                                                dhow0119@yahoo.com

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QUALIFICATIONS SUMMARY

Digital Broadband System, Hybrid Fiber Coaxial,   Team Leadership,  Client Relations, Sales Support & Installation, Vendor Relations, Customer Facing Experience, New Product Test & Review

Program Management, Multi-Vendor Solutions, Process Improvements, Maintenance Configuring & Provisioning

 

TECHNICAL EXPERTISE

HFC, Frame Relay, VoIP, X.25, CMTS, POTS,IPTV, CATV, Cable Modem, Splunk, DS0-OC192, Servers, Access Points, Citrix, Hubs, Switches, Routers, Linux-RedHat   Solaris UNIX (8, 10), Dell, Sony, IBM, Sun, Sonus, Lucent, HP, Cisco, SS7, IS -41, Ping, TFTP/FTP, Telnet, VMware/Back Track, SSH,  SMTP, HP Openview   Remedy Call Tracking & Clarify, SIP, H.323, DOCSIS, Net Cool,

 

PROFESSIONAL EXPERIENCE

 

 

Digital Video Field Engineer         08/14 – 05/15

Comcast/Time Warner Merger Project (IntePros)                                                                                                                                             

·   Tasked with the upgrade and migration of Cisco/Motorola’s head-end Controllers (DNCS/DACS/DTACs) using Cisco’s UCS platform and VMware.

·   Head-end Consolidation and Digital Video Migrations

·   Actively participate in weekly migration conference calls involving team members and upper-management to document project’s progress.

·   Implement, suggest improvement, discuss pre-design and redesign, of all Time Warner video systems.

·   Discussed and verified 3^rd-party vendors software/hardware for integration to include network components such as Billing, VoD, and CMTS services offered by Comcast.

·   Configure QAMS, QPSKs, VLANs, Digital Content Managers’ (DCM), and Netcrypts for SDV and IPTV

·   100% Travel to customer site or corporate office to work on new projects

·   Performed queries on Informix Database verifying the integrity of the database after upgrade and migration of the DNCS/DACS controller.

·   Verified DBDS systems controllers and peripherals code version are up to date and if not schedule the upgraded of the software on DTACS/DNCS/Motorola, QAMs, QPSK, Billing, etc.

·   Built test lab for procedure and software verification.

 

Digital Video Audit Team                    02/14 – 08/14

Scientific Atlanta/Cisco Systems (GDH Consulting)                                                                                                                                            

·   The primary role of the Video Audit Team is to guide Multiple Service Operators (MSOs’) on delivery and the development of strategies for a more efficient provisioning and troubleshooting of their Digital Broadband Delivery System (DBDS).

·   A great deal of responsibility is to  provide clear and concise details on designs, specifications and tools available for streamlining Cisco’s and the customer Vendor’s  video equipment. 

·   Run Cisco approved scripts on the customer’s database, gathering data for pro-active analysis.

·   Analyze the data pulled and create build sheet to highlight areas of concern within the video network.

·   Address any immediate technical problem related to the project delivery or possibility of a critical system failure per site.

·   Use specific data and process modelling techniques to create clear system specifications for the design and future development of the DBDS network.

·   Participating in root cause analysis for “live system” production defects, documenting findings and recommending optimizations or other improvements.

·   Representing Cisco’s Digital Video of Excellence team (DVoE) team and our vendor partners we provide feedback related to detailed business requirements for the MSOs’ system changes.

·   Provide direct technical advice to upper management via a daily status report of the system and support staff engaged in project delivery.

·   Ensuring that all MOP documentation is up to date with verified instructions on the procedures to run and analyze gathered data.

·   Assisting in onsite troubleshooting, when issues are found within the DBDS that are at a critical juncture and can only be addressed via the customer’s location.

·   Verify access to SAM, IPG, Channels, Channel maps MPEG sources, VASP entries, and peripherals of 3^rd party vendors.

·   Troubleshoot script defaults to ensure the integrity of data pulled.

·   Verify the configuration of the customer’s QAMS, QPSKs, Digital Content Managers’ (DCM), Netcrypts and RF Gateways

·   Performed queries to pull data from the Informix Database as well as test for stability and overall health of the database.

·   Performed data gathering, data transformation and detailed systems analysis on DBDS/Video Content Delivery systems.

·   Participated in the development of processes for retrieval of configuration, operation and performance data from all components of DBDS/CDS networks (DNCS, DCM, NETCRYPT, CDS, CMTS, QAM, RFGW, USRM, etc.)

·   Performed Data mining on raw data from all DBDS/CDS network components.

·   Executed test cases as part of the project QA process.

 

Media Systems Support Specialist (MSSS)                                                           08/13 – 02/14

Verizon Digital Media Systems (Kaztronix)

·   Part of Media Systems Administration and Design Team MSADT for Verizon Digital Media Systems (VDMS)

·   Maintaining and administrating VDMS Operational Systems Environments (OSEs), and with interacting with clients and vendors.

·   Administration for Digital Media Operations Center (DMOC) teams in support of Unicast Delivery Service (UCDS), Digital Content Distribution System (DCDS) as well as Content Management Delivery System (CMDS).

·   Support testing and evaluation of new technologies (Splunk, Miranda, IneoQuest, etc.) to be deployed within the OSE

·   Write and refine Standard of Procedure (SOP) documentation procedures for the DMOC OSE and desktop environment.

·   Troubleshoot and create work-flows for a wide variety of video, audio and metadata applications running on both hardware and software

·   Submit weekly status updates and reports to immediate supervisor on projects and daily activities.

·   Perform system administration, physical security, maintenance, upgrades of the operational technical environment and quality control on PC and Mac workstations.

·   Manage and maintain Quality Control (QC) Media Lab for file base content.

·   Create a LAN environment that will house Mac and PC that will use LDAP bringing the QC area up to Motion Pictures Association of America (MPAA) standards.

 

 

 

Distance Education Administrator                         10/12 – 07/13

The Graduate School (Acentia Technology)

·   Manage Adobe Connect Platform and its components consisting of: 2 application servers, 1 Big LTM Load Balancer, Flash Media Server, Content Server and SQL database

·   Manage Adobe Connect 9 including installing, configuring and troubleshooting at the application level

·   MS SQL server 2008 restore and recover operations

·   Manage F5 BIG-IP Load balancer – upgrade, provisioning,

·   Manage Adobe Flash Media Server on Linux

·   Support Red Hat ES 5.5/6 and CentOS 5.5/6

·   Apply standard application monitoring design principles to implement enterprise application monitoring.  Define alert thresholds using Solarwinds, Nagios Responsible for monitoring service readiness of mission critical applications

·   Perform root cause analysis and implement corrective and preventive measures

·   Apply server patching and application patching

·   Troubleshoot client\OS incidents and problems

Digital Video Field Engineer         05/06 – 01/12

Scientific Atlanta/Cisco Systems (Adecco)                                                                                                                                             

·   Installation of broadband network HeadEnd System using Scientific Atlanta/Cisco Proprietary DNCS servers.

·   Troubleshoot Digital Video Broadcast of all video whether it be, RF, Macro blocking, Encryption, Conditional Access, VOD, PPV, or transmission issues that occur on the DBDS system.

·   Provisioned SAM, IPG, Channels, Channel maps MPEG sources, VASP entries, and new peripherals of 3^rd party vendors.

·   Troubleshoot and Configure SetTops Boxes with SA/Cisco proprietary OS software/application or 3^rd party vendor software/applications.

·   Built Digital Video Labs for OCAP, Migration, SDV, VOD, Tru2Way, IPTV, and DTACs services for verification before placing on production systems.

·   Headend Consolidation and Digital Video Migrations

·   Actively participate in SA/customer conference calls involving the customer, SA engineering, implementing pre-design and redesign, and digital System technical issues

·   Work with 3^rd-party vendors to integrate SA system with other network components such as Billing, VoIP, and Caller ID services.

·   Configure QAMS, QPSKs, VLANs, Digital Content Managers’ (DCM), and Netcrypts for SDV and IPTV

·   Configured Sun Servers 450,V880, V890, 445 as backups, system controllers and VOD peripherals on production systems

·   Analyze RF Requirements and RF power levels. Experience with Coax and ASI connections,

             network protocol analyzer, packet, and MPEG analyzers test sets, and optical meters

·   100% Travel to customer site or corporate office to work on new projects

·   Performed queries on Informix Database verifying the integrity

Voice Technical Customer Account Manager (TCAM)     12/05-04/06

Level 3 Communications

·   Manage reported customer issues via trouble ticketing system (clarify), ensuring fault isolation, escalation, and resolution is documented within the trouble ticket. Provided consistent customer follow-up, for the timely customer resolution. 

·   Troubleshooting VoIP and PSTN services including

·   Call routing via TCP/IP, SIP and H.323 protocols

·   In-bound/Out-bound call processing

·   IP to PSTN, PSTN to IP and IP to IP In-bound/Out-bound call processing

·   Debug PSTN and PBX issues in analog, ISDN and T1 CAS environments, including translations issues

·   Lucent Network Access Servers.

·   SONUS

·   VoIP application servers, media servers, Sylantro network access servers hosted on a Unix (Sun Solaris) platform.

·   Firewall Updates, NAT and DHCP

·   Terminal Number to MAC address binding and deployment of configuration files

·   Router and IP circuit problems, e.g. packet loss, jitter and latency

·   CPE - IP Phones (Cisco), client adapters, and VoIP network appliances

·   Worked with vendors such as Cisco, Sylantro, IPUnity, Sun, Polycom, and Edgewater for VoIP related problems such as bug fixes and hardware replacements.

·   Escalated reported in-bound/out-bound call quality issues with off net or underlying carriers.

·   Performed project work such as extended or complex troubleshooting with customers and vendors, customer trouble ticket history and/or chronic issue decomposition and analysis, documenting and sharing unique or extensive knowledge and skills with the team for the benefit of the team

 

Electronics Technician/Parts Management                           08/05-12/05

Sprint

·   Liaison between sales representative and customer repair clients

·   Inventory management for over 600k dollars in equipment and tools.

·   Replaced, repaired, programmed and performed set up for Sprint/Nextel phones.

·   Created and tracked maintenance schedule for technicians at 4 locations

·   Soldered components on tx/rx board

·   Coordinated with authorized services centers for parts and equipment transfers.

 

Installation and Build Technician II      03/04-06/04

IBM/GMC Ecommerce Project

·   Electronic Installation (E&I) and the provisioning of IBM switches router and servers for their GMC Ecommerce build out.

·   Installed and Programmed HP Super Dome servers, fabricated and Installed Patch Panel cabling  for Cisco Switches/Routers

·   Installed and configured, according to designer specs. Checkpoint Firewalls against IBM E-Servers

·   Performed QoS and System Test on Network for Turn-up

·   Installed and set up customers PC, printers, teleconferencing, email and smart hubs

·   Experience using MAC, Windows 2000, Unix

·   Installed and programmed ACL, Proxies, (Cisco) PIX Firewalls

 

Service Delivery Project Manager                            01/03-02/04

BellSouth Long Distance

·   Transferred telephone lines and backhaul services for new BellSouth Long Distance voice and data service

·   Troubleshoot Voice and data during turn-up - ordered toll-free, billing, and long distance services through order entry, ASR, ASRW, process. 

·   Using Citrix signed in to BellSouth Long Distance backhaul database for status of order, completion of order,

·   Verified turn up dates; and configuration specifications on frame-replay services

·   Created, tracked tickets using Remedy Ticketing System to insure timely installs and maintenance.

·   Performed maintenance with LEC, CLEC and IXC troubleshooting T-1, T-3 and private line installs using software based T-Berd and Fire Berd.

·   Provisioned BellSouth’s router interface for customers connecting to Frame-Relay 

·   1^st 30 day contact for new customer issues. Resolving all issues within 72 hr time line

 

 

 

 

 

Edge Operations Specialist II/Technical Support Technician II                        11/01-01/03

Sprint, (Reston, VA/Atlanta, GA)

·               Performed second level troubleshooting of SS7 call traps, access servers, central office trunks (COT) and customer peripherals as an Edge operations Specialist II in Sprints Network Control Center

·               Using UNIX commands signed into Lucent APX 8000 Access Server, Lucent ICDT Soft switch, to pull Call Detail Records and perform maintenance with LEC and CLEC across the country.

·               Performed maintenance with remote loops using software based Fireberd 6000 simulators for head to head testing of T1, T-3, DSO

·               Administered second level support to Sprint’s ION, Voice and Data products in Sprint’s NCC

·               Performed remote loop test for distance, speed and quality of line services with Telco and technician for on-site installation.  Provisioned DSLAM, Agilent ASX 4000 Switch, Cisco 6400 Router for customer’s ADSL services running on an ATM backbone

·               Customer contact for PC/Mac/Laptop setup to include Network Address Translation issue, VPN tunneling, LNP and LRN verification

·               Performed SS7 call traps for troubleshooting end to end voice verification and set QOS parameters with in the softswitch, router, and DSLAM.

·               Manage trunk lines for Commercial customers with 3 or more VLANs.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

EDUCATION

§    United States Air Force Technical School Lackland AFB, San Antonio Texas - 2e351 (Crypto-graphics Communications Journeyman 5 months Classroom/Hands-on training )

§    ITT Duluth, GA – Majored in Telecommunications Management – did not complete

§    DeVry Institute Decatur, GA – Majored in Telecommunications Management – did not complete

 

ADDITIONAL CLASSROOM TRAINING:

 

Cisco Digital Video Operations – Cisco	Unix - ITT Duluth, GA	Cisco Networking – ITT Duluth, GA	Configuring and Maintaining Fore System ATM switches -ITT
Windows 2003 Server - ITT Duluth, GA	Unix - ITT Duluth, GA	Computer Networking Systems, ITT Duluth, GA	Designing and Implementing TCP/IP Networks - DeVry
Red Hat Linux - ITT Duluth, GA	Windows Server 2003 – ITT Duluth, GA	Voice communications (SS7, AIN, PBX,) DeVry	Designing and Implementing TCP/IP Networks DeVry
MAC OS – ITT Duluth, GA	Windows Server 2003 – ITT Duluth, GA	Wide Area Networks (VPN, Packet Switching ATM, Frame Relay, SONET) DeVry	Cisco Router Fundamentals DeVry
Windows 2003/XP – ITT Duluth, GA	Linux (Red Had) Admin – ITT Duluth, GA	Telephony (Automatic Call Distributors) Rockwell Communications	Windows NT 4.0 and Microsoft Exchange Server 5.0 - DeVry