Dana S. McFarland

    Brighton, CO. 80602 r 303.885.2362 rd.s.mcf000@gmail.com

Executive Summary

 

Strategic leader with excellent interpersonal skills who takes pride in providing the support required to drive projects to successful completion. Subject matter expert with proven ability to learn new technologies quickly and thoroughly as well as pass on information in an effective, easily understood manner. Genuine interest in, and talent for, coaching and training. Known as go-to person; flexible and committed to company success. Resourceful team player working with integrity and professionalism to earn respect, inspire cooperation and exceed expectations.

 

Areas of Expertise

§    Computing Environment Support §    Training Development & Delivery §    Project Leadership & Management §    Testing & Verification

§    Subject Matter Expertise §    On-Going Coaching & Mentoring §    Interpersonal Relationship Building §    Analysis & Problem Solving

 

                                                                                                           Professional Experience

 

CenturyLink Video Network Operations Center  February 2012 – December 2014

Engineer II

 

·   Analyze and troubleshoot  IPTV/MDU/VDSL/FTTH National Video Content Delivery Network

·   Analyze, Diagnose, perform initial restorative troubleshooting on Video Head-End Equipment & IPTV Middleware for Live TV reception, and On Demand Services, Including but not limited to MPEG conversion and delivery to end user, Satellite Dish Antennas, Receivers, Encoders, Real-time Stream Processing, Transcoders, Digital Amplifiers, Aggregation Switches, cabling, MediaRoom Middleware Systems, VOD, Live TV Services, HP Proliant Servers, STB Client Authentication, Alcatel 7750/7210 Routers, OC48 Circuits, Backbone related network issues, EdgeQam Devices, etc.

·   Manage VOD ingestion and deployment, resolving basic metadata issues and working with VOD vendors to resolve and restore and VOD issues.

·   Engaging 4th level engineering groups, initiating & monitoring system outage bridges, dispatching technicians (Pair gain/Power/Fiber), Vendor replacement, follow up and timeline management for outages, determining root causes and securing service restoration. . Ensure proper replacement, and return of warrantied equipment as well as Vendor repair within SLA.

·   Report, and Document Regional/National Video and Data outages for VDSL, FTTH, IPTV and Application Framework. Maintain and execute 24/7/365 Maintenance calendar, tracking all pertinent changes on the Video/Data network that may be customer or system impacting.

·   Analyze Application Framework issues related to Direct TVs Enhanced menu features and Message Manager. Examine SIP Services and their delivery over the network ensuring proper connection and traffic flow (SuperApp, Gatekeeper, OSP).

·   Assist  local field techs with swapping equipment on FTTH ONTs, inventorying video settop boxes and house addresses for new customers, Monitor DHCP servers and IP assignments, Provide third level technical support and excellent customer service for customer facing and non-customer facing departments.

 

Cbeyond Communications, Inc.   December 2011 – February 2012                                                                                                               

Technical Support

 

·   Provided technical support for small to midsize business.

·   Identified and triaged customer needs; while managing measurable call objectives.

·   Troubleshooting advanced product or service issues, including but not limited to DS1 and EoC transport, SIP/PRI/CAS/FXS telephony, and DNS, Virtual Auto Attendant, Web Hosting, Cloud Server and PBX systems with proper escalation as necessary to achieve optimal trouble resolution times.

·   Handle customer calls with a positive problem-solving attitude. As well as properly documenting in CRM system, the call purpose, detail and resolution.

·   Strive for first call resolution.

·   Perform additional duties such as; data analysis, project management, reporting. As well as provide input for troubleshooting scripts and diagnostic tools.

 

Comcast Cable Corporation March 2008 – September 2011

Advanced Video Solutions Tech Support Specialist

 

·   Provided basic level of analysis and problem solving skills to resolve complex issues throughout the company’s digital video WAN networks and its related equipment under supervision and guidance of senior engineers.

·   Acted as a company liaison between remote engineers, field engineers, third party vendors, contractors, various other internal/external clients. Provided 24/7/365 national operational support.

·   Possessed full ownership of preliminary video outage troubleshooting; responded to escalations and resolved issues that arise from hardware and software failures on the Company’s video network.

·   Organized and performed all regional or national scheduled maintenance activity calls. Provided surveillance for the Digital/Analog addressability network from the DAC to the CPE.

·   Monitored Video on demand,

·   De-multiplexing/Multiplexing, Encryption, IP assigning, re-grooming, Modulation equipment, etc. 

·   Provided remote assistance of hardware replacements, software upgrades, and code downloads by utilizing company approved manuals.

·   Acted as the escalation point for advanced services. 

·   Assisted in triage support procedures for the digital to RF signal transition headend operation and troubleshooting. 

·   Assisted a team of peers and advanced engineers in providing customer service, and problem resolution.

·   Developed methods, practices and procedures to support the headend launch and change process. 

·   Possess a working knowledge of the various Subscriber Management Systems and the interface that processes addressable transactions. Provided second level technical support for Digital Headend Equipment.

 

Business Class HSI and Voice Tech Support:

 

·   Provides customer facing support to Business Class Customers assisting with LAN/WAN configurations using either static or dynamic IP’s, manually building and loading static IPs, troubleshooting stale and stolen routes, bootfile and configuration file troubleshooting, tracing and clearing routes on Cisco, Motorola, Cadent CMTS, TCP/IP, VPN and 3rd party networking devices.

·   Email issues including domain hosting, webhosting, client configuration, DNS information/issues, setting up zone records, identification of exchange/server level issues and applications.

·   Provide high-level support of Windows/Mac operating systems.

·   Responsible for supporting local phone service issues associated with VOIP and/or digital phones service, support of backend switch provisioning of features, services and equipment.

·   Troubleshooting small office networks and machines such as printers, credit card machines, faxes, routers, firewalls, switches. Support general applications such as internet browsers, email clients, command prompt/telnet use.
 

Education & Achievements

 

Working toward Bachelor degree with Junior standing.

Equivalent work experience to Network+, CCNA              Proven by peer comparison.

Colorado Technical University/ Systems EngineeringRanked on to the Dean’s list for 4.0 GPA

Metropolitan State University/ Computer Science

University of Colorado, Boulder/ Economics

Arapahoe Community College/ General Studies

Eagle Academy High school/ Salutatorian           Awarded Scholarship to attend Arapahoe Community College

 

Additional notes

Motorola  hardware, Cisco Video delivery platforms, Microsoft Mediaroom, Alcatel & Cisco Routers, VOD ingest and deployment, JAVA, UNIX, Networking, TCP/IP, Voice services, wireless services both phones and network devices, Microsoft office applications, internet browsers, email clients, PC/Mac operating systems, Remedy, CSG, Vantive, Citrix Webapps, Ineoquest, Netcool, Putty, Exceed, other various Telecom/Call Center specific software applications. 
 
Possess strong communication, customer service, analytical, triage, and troubleshooting skills. Strong multi-tasking ability, Management experience, Retention and Collections. 
Able to perform job functions either under direct supervision or independently.