1. 1/Hyde
Gregory Hyde
8124 Gray Ct. 496
Arvada, CO. 80003
TN - 303.669.0558 / 720.258.6294
ghyde9@gmail.com
TECHNICAL KNOWLEDGE ANDSKILLS
 Session Border Controllers, especially ACME Packet.
 Intelligent Emergency Network (NG-911)
 Experience with SONUS networks (GSX, PSX)
 VoIP protocols; SIP, SDP,IAX2, RTP,RTTP,FoIP (Fax to Email).
 SIP Call Flows and Response Codes.
 VoIP devices; UAC, UAS,B2BUA and Open Source IP PBX’s.
 Experience with Packet Analyzers (Wireshark, Hammer) and UNIX/Linux Command Line
tools
 Network protocols; Ethernet, Frame Relay, PPP,MPLS, TCP,UDP,DNS,DHCP, etc.
EXPERIENCE
Voice Network Engineer, Intrado, Inc,Longmont, CO.
- February 2011 to Present
 Build and test profiles in ACME SBC.
 Build/test/delete T1’s, DS0’s in DNX/SONUS.
 Troubleshoot Peering issues via CDR’s and sipmsg.logs.
 Troubleshoot SIP and routing tickets open by NOC.
 COT test CIC’s.
 Troubleshoot DNXcross connect issues: ERR, LOS, AIS.
 Produced User Guides and How-to documentation.
Tier II VoIP Support, Skype Connect (Contractor),Boulder, CO.
- Sept 2010 to February 2011
 Troubleshoot SIP/VoIP call issues by analyzing SIP packets/response codes via CDRs and SIP
ladders and call testing.
 Troubleshoot call quality issues and premature disconnects.
 Assist in configuring IP PBX’s.
Provisioner, Wholesale Voice Service Activation,Level 3 Communications,Broomfield, CO.
- Nov 2009 to Aug 2010
 Provision and deliver TN's for wholesale customers.
 Troubleshoot and resolve TN fallouts.

2. 2/Hyde
 Build TN’s in database.
 Track Customer Request Dates and take necessary steps to insure on-time delivery of
numbers.
 Expedite order requests when required and follow up with customers.
 Modify CSN's,IP's and consumption status when requested.
VoIP Support Engineer, Teliax Inc.,Denver,CO - Sept 2008 to Sept 2009
 Troubleshoot call issues through public IP network.
 Diagnose and resolve Fax, DTMF and codec issues.
 Verify user configuration in IP PBXs and UAs (Asterisk, ATA, Polycom, etc...).
 Log into servers to clear caches and reload modules.
 Rebooting proxies when necessary.
 Verify status of DID,especially regarding porting issues.
 Trace calls over PSTN terminations and breakouts to identify ENUM and International call
issues.
 Modify and correct backend information (DID and account values) in MySQL.
 Add IP’s to wholesale accounts,enabling calls to anchor directly to PSTN.
 Apply route modifications when necessary.
Abuse Mitigation Specialist, Wildblue Communications,Greenwood Village, CO.
- April 2006 to April 2008
 Identify source of Spam/Virus /Phishing etc. complaints via DHCP logs.
 Manage FAP issues regarding bandwith abuse by customers.
 Educated staff in other departments on Abuse policy and procedure.
 Developed talking points to be used by Tier I and II customer support.
 Research and update Knowledge Base articles and department specific processes.
 Identified and escalated miss-handled tickets, preventing unnecessary truck rolls and leading
to implementation of a truck roll procedure.
National VoIP Service Activation, Comcast Cable (contract),Englewood, CO.
- Sept 2005 to Jan 2006
 Provision VoIP services and high speed Internet.
 Support field tech during test and turn-up.
 Troubleshooting and resolve Day of Install issues, including DQoS, Rate Centers,LRNs, number
portability and EMTA.
Voice NOC level 2 Network Tech, Level 3 Communications (Contract) Broomfield, CO.
- May 2005 to Aug 2005
 Isolate alarms and routing issues and work with responsible LEC until resolved.
 Used proprietary call routing tools to ensure least cost routes were observed.
 Identify call routing issues and re-route if necessary.
 Manage internal tickets, troubleshoot and manage with LEC to resolution.

3. 3/Hyde
Voice and Softswitch Services, Level 3 Communications (Contract) Broomfield, CO.
- May 2004 to Dec 2004
 Detect and monitor trunk group capacity issues. Manage capacity issues to resolution.
 Tier 1 customer support. Performed initial triage for customer tickets for voice and dialup
modem issues.
 Notify Lead and NOC of potential network issues. Communicate with NOC to resolve issues.
 Act as single Point of Contact and liaison to major customer accounts. Kept customer
updated regarding their issue (i.e., steps taken to resolve issue and preventive measures).
DSL Support Engineer, Covad Communications, (Contract),Denver,CO.
- May 2003 to Feb 2004
 Provide Layer 2 and 3 support to ISP's and Field Technicians in the resolution of ATM,
Frame Relay (PVC/DLCI) and router issues effecting ADSL.
 Worked with NOC to resolve complex network issues involving layer 2 and 3 connectivity.
 Telnet into Redbacks,ERX’s, SES’s, Juniper and BPXswitches and routers to monitor and
troubleshoot layer 2 traffic.
 Clear Circuits and rebuild PVC’s.
 Troubleshoot Remote Terminals via monitoring ATM pings and analyzing DS0 traffic.
 Test lines for bridge taps, load coils and possible open terminations.
 Order strap-outs to troubleshoot potential port/card issues at DSLAM. Orchestrate hands-on
meet-me’s at CO.
EDUCATION
Regis University,Denver, CO. MA Language and Communication
Grand Valley State,Allendale, MI. BS Social Relations and Behavioral Sciences
Certifications/Training
 Denver Technical Institute (Devry) Advanced Network Administration
 Cisco Certified Network Associate (CCNA) - Expired
 Cisco Certified Design Associate (CCDA) - Expired
 Acme Packet SD training
 SIP/Voip Training.
Additional Skills
 Affable.
 Masters degree in Language and Communications.
 Documentation.
 Previously certified Mediator.
 Interpersonal experience via previous career in Mental Health.
 Toastmaster officer.
 Excellent organizational, verbal, research and written skills (published writer).
 Excellent proactive customer focus and dedication to the pursuit of optimal job performance.
 I take an active role in developing new skills and responsibilities.