Steven Duffy has over 15 years of experience in networking, telecommunications, and construction. He currently works as an Alarms & Outages Technician at EarthLink Business, where he identifies network outages, provides updates to customers, and ensures issues are resolved in a timely manner. Previously, he held roles as a TAC Technician, Network Support Engineer at Lucent Technologies, and installation and repair technician for Dish Network. He has extensive experience and skills working with protocols like TCP/IP, Frame Relay, and IPSec across various vendor equipment. He also served in the U.S. Army as a Ranger, earning several commendations.

1. Steven Duffy
22701 NE 227th
Ave, Battle Ground, WA 98604 | 360-687-8099 | steven.duffy@yahoo.com
Work Experience
Alarms & Outages Technician – Triage 12/07 – Present
EarthLink Business Vancouver, WA
• Identify outages on the Earthlink network and supporting vendor networks.
• Provide prompt and accurate descriptions of the outage cause(s), affected areas and customers, associated
vendors, and all troubleshooting steps to resolution.
• Manage all aspects of an outage from identification, case creation, contacting of vendors for updates, relaying all
updates to customers in a clear and concise language, providing RFO (Reason for Outage) upon resolution.
• Provide real time updates on all outages (internal and external) to all subscribers of the Earthlink Global
Command Center.
• Assess all new cases for pertinent contact information, accurate problem and symptom descriptions.
• Provide initial troubleshooting, and “next logical step” for the case.
• Assign cases to technicians and set next action within company service level agreements.
TAC Technician - Case Manager
EarthLink Business Vancouver, WA
• Primary point of contact for all repair/CPE configuration issues documenting all steps taken up to resolution.
• Escalation point for repair tickets.
• Products supported are ADSL, IDSL, SDSL, IPSEC, MPLS, VPN, L2TP, EVDO and some VOIP.
• Troubleshoot Frame Relay and ATM based PVCs, internal network transport topology, last mile, LEC and
customer premise wire/equipment.
TAC Technician - Repair Call Technician
EarthLink Business Vancouver, WA
• Support on-site Repair Technicians over the phone to troubleshoot premise issues from demarcation to company
provided Customer Premise Equipment and documentation of repair process.
Laborer/Carpenter Assistant 05/07
– 11/07
McMillan Construction Co., Inc. Tonasket, WA
• Various construction tasks including framing, concrete forming/pouring, cutting lumber to assigned lengths,
assembling according to plans or instructions.
• Layout and prepare equipment for use on site. Includes air compressors, nail guns, saws and any other needed
tools. Clean up and store equipment at the end of the day.
• Basic experience operating basket man-lift and boom forklift.
Remote Dish Installer-Technician 07/04
– 04/05
Dish Network/Echostar Tonasket, WA
• Installation, testing, and repair of DBS and related equipment that receive communication satellite signals.
Serviced commercial customers, residential customers, and retail outlets in the Okanogan, Douglas, Ferry and
Chelan Counties. Working under little or no supervision.
• Reviewed installation specifications, building permits, manufacturer’s instructions and government ordinances to
determine installation site. Selected, oriented and installed communication equipment/cabling, according to
specifications and to customer’s satisfaction.
• Performed testing of equipment and signal strength per company guidelines and conformance to specifications.
Instructed customers on use of equipment.
• Responsible for providing Corporate with accurate van count inventory and completed service agreements on a
daily basis. Responsible for receiving next day work orders and mapping out the next day’s route, taking into
consideration location, proximity to other orders and road conditions in severe winter weather.

2. Work Experience (continued)
Network Support Engineer 04/99 – 06/04
Lucent Technologies Alameda, CA
• Supported Lucent PortMaster, Pipeline, MAX, APX, and TNT internetworking products. Troubleshot
interoperability issues with IP routing, WAN, and modem connectivity between vendors, Telco’s, and remote
networks regarding RIP, TCP/IP, IPX, PPP, PAP, CHAP, Frame Relay, ISDN, T1, CT1, 56k analog/leased lines.
• Supported Lucent products software including PMConsole, PMVision, Filter Editor, Netboot Server, Secure
Connect Manager, NavisAccess, and NavisRadius.
• Volunteered for Alameda site front line technical support of Ascend legacy products. Maintained Tier 2 and Tier 3
level skill sets with on-the-job training for Pipeline, MAX, TNT, and Multiband product lines.
• Volunteered for 24/7 technical support of PortMaster and Ascend legacy product lines.
• Provided training and mentoring to other Network Support Engineers and assisted in problem cause and
resolution.
• Simultaneously monitored telephone, email, and WebChat front line support queues.
Education
A.A.S. Networking Technology - Dean’s List 02/97 – 07/97
Heald Institute of Technology Milpitas, CA
A.A.S. Electronic Technician - Dean’s List 09/94 – 04/96
Heald Institute of Technology Milpitas, CA
Training
• Internetworking Theory
• Hardware Fault Isolation
• Internetworking with TCP/IP
• Troubleshooting TCP/IP Networks
Skills
Classroom, hands-on, and work experience with the following product lines:
• Cisco – 800series, 1841, 2811
• Adtran – 3130, 3200.
• Siemens – 5830, 5890
• Netopia – 3366, 4852
• Motorola/Netopia -2210, 4652
Classroom, hands-on, and work experience with the following protocols and standards:
• TCP/IP
• PPP
• RIP
• IPSec
• Frame Relay
Additional Information and Leadership
Awards:
• U.S. Army Ranger Tab
• U.S. Army Airborne Wings
• U.S. Army Pathfinder badge
• U.S. Army Expeditionary Medal w/Arrowhead Device
• U.S. Army Commendation Medal, U.S. Army Achievement Medal w/Oak-leaf cluster
• 3rd
Ranger Battalion Combat Scroll
• Canadian Airborne Wings

3. • Employee of the Month