The following “Get to Know Your NOC” is the fifth in a series highlighting our employees, their contributions and their interests outside of work.
Our support team is here to take your calls 24x7x365. As such, we hope to get to know you on a first name basis.
So meet Kevin, one of our talented Tier II NOC Technicians.
Hi Kevin, thanks for taking the time to chat with us. Can you tell us about your personal and professional background?
Kevin: I was born and raised in Port St. Lucie, FL. I came up to Orlando to study Information Technology at the University of Central Florida in 2007 and have remained in the Central Florida area since. I grew up enjoying computers and had a natural affinity for working with them.
When I began my studies, I knew I was in the right field. I’ve worked in a variety of IT jobs, most recently at a data center before the opportunity with Highwinds.
When did you start working at Highwinds and what attracted you to the company?
Kevin: I started with Highwinds in June of 2014. The opportunities to learn and grow are what attracted me to Highwinds. They have such a high standard of service that they’re known for, and I knew I could learn a lot here and that I wanted to be part of it. It has not been disappointing in this area so far – I feel like I learn new things and perfect different skills each shift.
Please share a specific challenge that you have handled in your role at Highwinds.
Kevin: Whenever a fiber outage occurs, our NOC is the first line of defense when it comes to addressing these issues. It’s our duty to keep our customers informed all the while working closely with our vendors to restore services.
It’s satisfying to know that I have helped play a role in rectifying an event of this nature.
As you know, we pride ourselves on having our support team standing by for our customers 24x7x365. Can you give us an example of when a customer might have been pleasantly surprised that they were able to reach someone during what most would consider off-hours, given that your hours are primarily third shift?
Kevin: An example that stands out amongst others would be during a circuit migration earlier this month. To reduce the downtime for their end users, the move occurred in off-peak hours. When it came time to bring their end of the circuit up, it was a no-go. Our customer sounded ecstatic when calling into the NOC during the the early hours, to have the issue identified and resolved on the spot. Surely, they believed this issue would need to be raised to a network engineer.
Tell us about some hobbies that you enjoy. Also, how about letting us in on something that nobody (or most nobody) knows about you?
Kevin: Being a foodie, I love finding new restaurants to frequent. Orlando has no shortage of delectable establishments. My most recent pastime is flying R/C quadcopters. Sometimes I don’t know which is more fun, flying the copter or chasing my cats around the house. Other activities that I enjoy are PC gaming, traveling, and riding my motorcycle.
What are some trends you’re seeing with the companies you work with? Can you share some insights?
Kevin: Streaming media has come a really long way. It has evolved to the point where it’s the norm to stream movies, videos and even video game replays via phone applications or game consoles. It wasn’t that long ago when we were limited to streaming media strictly through web browsers.
It’s exciting to work with companies who implement these different avenues of content delivery on a daily basis.
What do you like best about working at Highwinds?
Kevin: I like having the ability to work with our system engineering, network engineering and development teams (amongst others) to tackle issues head-on that I would normally be unable to handle by myself. We are encouraged to work as a team, giving someone in my position a huge arsenal to work with. This setup grants me the opportunity to learn new skills and apply them in future endeavors, which grows self-confidence in my abilities and empowers me as an employee. I could not ask for a better group of colleagues to work with and I look forward to what lies ahead here at Highwinds.
Thank you for your time. Highwinds customers can count on Kevin and the rest of our talented support staff to troubleshoot issues and provide helpful tips to improve their content workflow. We never outsource support, and a highly-trained, professional support rep with full account access will answer your initial call every time.
- Highwinds Unveils New StrikeTracker CDN Console
- 5 Reasons You’ll Love Using the New StrikeTracker
- API Transition From Previous StrikeTracker Versions
- Get to Know Your NOC: Featuring Marcos
- Get to Know Your NOC: Featuring Josh
- Get to Know Your NOC: Featuring JP
- Get to Know Your NOC: Featuring Lamar
- Get to Know Your NOC: Featuring Nick
To reach the support team, click here. Interested in working at Highwinds? Check out our current list of open jobs. We update it often so please check back regularly. We’d love to have you join our team!