Van Le

Support ISP backbone infrastructure by troubleshooting transport fiber circuits, performing hardware swaps, upgrading network components, and restoring service to meet SLA requirements. Provide enterprise-level support for Comcast Business customers, troubleshooting switches, access points (APs), ISP configurations, Cradlepoint devices, firewalls, NIDs, power systems, and structured cabling environments. Perform port activations, identify and isolate faulty lines, execute circuit turnups, and complete full install-to-production deployments for small to large-scale business environments.

FLM (Front Line Maintenance) Technician at Ledcor/LTS Technical Services (2023-11 – Present)

• Support ISP backbone infrastructure by troubleshooting transport fiber circuits, performing hardware swaps, upgrading network components, and restoring service to meet SLA requirements.
• Provide enterprise-level support for Comcast Business customers, troubleshooting switches, access points (APs), ISP configurations, Cradlepoint devices, firewalls, NIDs, power systems, and structured cabling environments.
• Perform port activations, identify and isolate faulty lines, execute circuit turnups, and complete full install-to-production deployments for small to large-scale business environments.
• Collaborate directly with NOC teams, network engineers, customers, and third-party vendors to diagnose outages, resolve degraded circuits, and coordinate restoration efforts.
• Work alongside engineers to restore hard-down fiber circuits, troubleshoot transport degradation, and meet emergency dispatch deadlines.
• Install and commission Ciena and Infinera transport equipment, including chassis mounting, fiber routing, labeling, optics installation, cable dressing, and full site surveys.
• Operate within carrier-grade environments utilizing Ciena, Nokia, Infinera, Juniper routers, Cisco equipment, and server infrastructure.
• Perform advanced fiber troubleshooting involving optics diagnostics, route verification, ODF panels, outside plant panels, and cross-connects in data center and ILA environments.
• Conduct proactive maintenance at Internet Provider ILA hut sites, ensuring infrastructure reliability through detailed inspections, reporting, and preventative service.
• Support Meta site maintenance programs, inspecting grounding systems, generators, rectifiers, AC systems, and ensuring compliance with operational standards.
• Partner with Google network teams to restore down and degraded circuits, providing detailed documentation, escalation support, and customer-facing communication.
• Educate customers on network configurations and equipment functionality while maintaining high standards of customer engagement and professionalism.

Field Technician 4 at Charter Communication (Spectrum) (2022-08 – 2023-11)

• Performed cable-related troubleshooting through the analysis of Modulation Error Rate (MER) and Bit Error Rate (BER) data, along with Time-Domain Reflectometry (TDR) for signal quality assessment and problem identification.
• Ingress Detection and Mitigation: Experienced in identifying and addressing ingress issues caused by unwanted signals or interference entering the cable system, resulting in signal degradation.
• Skilled in diagnosing cable damage and identifying sources of interference.
• Intermittent Signal Resolution: Troubleshooting and resolving issues related to intermittent signal loss or fluctuations.
• Proficient in optimizing receive (RX) and transmit (TX) signal levels for maximum performance.
• Competent in installing, configuring, and optimizing cable equipment, including modems, set-top boxes, and routers.
• Signal Quality Analysis: Experienced in analyzing signal quality parameters, such as signal-to-noise ratio (SNR), to ensure optimal performance and identify areas for improvement.
• Cable Infrastructure Testing: Skilled in conducting comprehensive tests on cable infrastructure, including continuity checks, signal attenuation measurements, and impedance testing, to identify and rectify faults or weaknesses.

User Experience Moderator, SEO Analyst at Website Technologies LLC (2012-06 – 2018-04)

• Utilized SQL commands to run reports and extract data for analysis. Generated reports about content, usage, and trends.
• Acted as the primary point of contact for employees, clients, users, and developers, ensuring smooth operations and effective communication among all parties involved.
• Implemented proactive measures to minimize fraudulent activities and safeguard the integrity of the platform.
• Maintained and updated content and terms of use policies to ensure compliance and a fraud-free environment for both domestic and international markets. Developed strategies to combat low-quality content and maintain high standards.
• Proficient in working with Google Analytics and other online marketing applications. Leveraged these tools to analyze user behavior, track campaign performance, and optimize marketing strategies.
• Observed and reported daily production metrics, including website traffic and performance across the entire site. Identified trends, patterns, and areas for improvement to drive operational efficiency.
• Effectively managed assigned territory to meet goals and incentives. Developed strategies to penetrate target markets, acquire new customers, and drive revenue growth.
• Collaborated with other online businesses to establish web content feeds, facilitating content sharing and driving cross-promotion opportunities to expand reach and audience engagement.

Bachelor of Arts – Texas Woman's University at Denton (2010)

– Colaberry School of Analytics (2018)