1. ERIK FRANZEN
erik.franzen@sbcglobal.net
NETWORK ENGINEER  TECHNICAL TRAINER  MIS & ITMANAGER
Accomplished network engineer with demonstrated success implementing strategic IT initiatives that improve
business functionality,drive projects to completion, and maximize profit. Flexible, well-organized, self-directed,
and adept at moving into new environments using existing experience and problem solving skills to adapt to new
technologies.Practical experience from multiple divisions in network, IT operations, customer service, sales,and
process improvement. Advanced communication and interpersonal skills to lead and work in concert with diverse
groups effectively.
QUALIFICATION HIGHLIGHTS
 Project Management
 Information Technology
 Multicast
 Multi-Vendor Networking
 Migrations and Convergence
 Technical Analysis
 IT Strategy Development
 Process Analysis
 Technical Trainer
TECHNICAL EXPERTISE
EDUCATION: B.S. MANAGEMENT INFORMATIONSYSTEMS,UNIVERSITY OF TEXASAT DALLAS
2002
HARDWARE: CISCO CRS SERIESROUTERS, 7600/7200/4900/4500/3600/2800/2600 SERIES
ROUTERS,CISCO RSP-3CXL, SUP 720/720-3BXL CARDS, CISCO 6500/
5500/3700/3500/2900 SERIESCATALYST SWITCHES,JUNIPER QFX5100,
EX4300/4200/2200, BROCADE FESX424 ROUTERS,4802/2402 SWITCHES,
KENTROX 48W/24I ROUTERS, 8724XL SWITCH,AI120/AI130/ AI SCOUT
KENTROX MEDIATIONDEVICE,BROCADE IRON PORT 250 ACCESS POINT,CISCO
LAP1240 ACCESS POINT,CISCO WAE-612 CONTENT ENGINE.
PROTOCOLS: BGP, OSPF, IS-IS, EIGRP, RIP, TCP/IP, IPV6, PIM, SSM, MPLS, HSRP, VRF,
STP, RSTP, VTP, FRAME RELAY,PPP, VPN, SNMP.
PROFESSIONAL EXPERIENCE
Charter Communications – Dallas, TX Sept 2010 – Present
Network Engineer III
Administer a multi-market service provider network encompassing more than 800 routers within POPs, National Data
Center, Market Transport Hubs and Area Distribution Hubs, providing content delivery for Charter residential and
business customers in Texas, Kansas,Missouri,and Nebraska. Services include end to end video distribution through
SSM Multicast, high speed data and VOIP services for consumer and business customers,as well as transport for all
commercial client services in region. Also responsible for internal IT network providing LAN, wireless, and VOIP
services to all Charter employees at business offices, call centers, and retail stores within the region.
 Juniper QFX5100-96s Insertion
o Integrated Juniper QFX5100s into production network to serve as aggregates for all services in an
Area Distribution Hub. Ensured continuous service during implementation by utilizing complex

2. MOP to maintain redundancies of all Layer 3 and Layer 2 adjacencies. Lead Engineer in project
implementation.
 Juniper EX4200 Enterprise Deployment
o Launched EX4200s throughout the market using MPLS pseudowires in order to facilitate a back
office connection over the service provider network.
 Optical UDC Out of Band Network
o Created an interconnected out of band network for our Optical Transport department in order to
provide management access to Cienna and Cisco Optical shelves. EX2200s and EX4200s were
deployed across the Wayside Channel on Ciena or User Data Channel on Cisco.
 HSD CMTS Convergence and IPv6 launch
o Launched a new BGP process on edge and distribution level routers, redistributing existing video
network OSPF process,while ensuring minimal disruption of video services. Integrated consumer
high speed data network into existing video distribution network with a 2nd OSPF process and
redistributed into BGP while ensuring full connectivity for HSD CMTS access and VOIP service
during changes. Launched IPv6 addressing on point to point links between core, distribution, and
access levels within ISIS, which was redistributed into BGP.
 Commercial Enterprise Network Convergence
o Migrated production commercial routers onto consolidated service provider network, ensuring
redundancy and QoSSLAs were upheld. Continue to monitor the full internet routing table’s impact
on 7609 processor, memory, and CEF process.
 2nd edge router launch, services cutover
o Racked and stacked 2nd 7609 chassis,fully dressed the new chassis,wrote and loaded configuration
files to ensure WAN turn up. Once WAN connectivity was ensured with no issues, cut over
Switched Digital video services from existing router to new chassis. Troubleshot any multicast
issues on new video services.
 7600 card swaps
o Swapped 7600 cards from 3BXL to 3CXL in large market, while changing smaller markets from
3CXL to 3BXL. Altered configuration files to support processorchanges ofSup 720 and RSP 720
cards. Managed inventory for mass RMA process involved with swapping over 170 bad 7609 line
cards throughout the markets.
 Plan of Record Bandwidth Management
o Annual initiative to increase bandwidth between POPs, Data Centers, Market Transport Hubs and
Area Distribution Hubs. Responsible for the physical optic and fiber runs all the way to
implementing the configurations
 Configuration standardization
o Semiannual project to bring production routerconfigurations up to new standards with CLI changes,
ensuring no service interruptions and without reboots.
 DCM Cisco 4900M router launches
o Configured and cut over new video routers servicing Switched Digital multicast feeds to all of
Texas, Missouri, Kansas, and Nebraska.
 Cisco CRS 16 slot chassis upgrade
o Upgraded core and video CRS chassis from 180Gig chassis to 400Gig chassis. Brought
configuration in line with standards during upgrade.
 OOB network created
o Configured and launched Cisco 2811 as terminal servers for console access at 68 sites across Texas.
Ensured connectivity to service provider routers, Commercial Routers and EPON shelves, HSD
CMTS routers, and video edge devices.
 Edge Device turn-ups
o Worked with hub groups from across the market on turn up projects for new video QAM equipment
in the Data Center and Area Distribution Hubs, while troubleshooting issues ranging from physical
layer to multicast delivery.
 IP Management

3. o Responsible for management and deployment of IPv6, private and public IPv4 space in Texas
markets for loopbacks, point to point, management subnets and media subnets.
 ACL management
o Launched new security policies involving new ACLs and updates to existing ACLs on production
routers. Updated ACLs for IP scope changes or new launches when necessary, troubleshot
connectivity issues.
 IOS upgrades
o Performed IOS upgrades of all market routers including 2811s, 4900Ms, 7609s, CRS
 Trouble Tickets and RMAs
o Accountable for quick resolution of all network related trouble tickets and hardware failures.
AT&T – Dallas, TX Sept 2002 – July 2010
Sr. Specialist – IT Network Design (IT Services)
Held wide ranging responsibilities to configure and ship network infrastructure equipment as requested by the LAN
Implantation, Data Center Support, and Technical Planning groups for AT&T Legacy, SBC, Legacy BellSouth,
Legacy AT&T Mobility, and Central Office networks within AT&T. Accountable for RMA of network equipment
through receipt of delivery from vendor, loading of the IOS and active configuration files, tes ting compatibility, and
shipment to site within SLA. Adhered to network standards and procedures relating to IOS, hardware platforms,
configuration templates, and Netviz site drawing configuration considerations.
 2010 individual production: 583 configured devices shipped, 584 non-configured devices shipped,Total
Devices – 1167, Total Orders Shipped 249.
 2009 individual production: 380 configured devices shipped,289 non-configured devices shipped, Total
Devices – 669, Total Orders Shipped – 147.
 Effectively configured multiple medium site and large site new network implementations, migrations, and
upgrades.
 Intermediate knowledge in creating and maintaining Netviz site drawings for planning and implementation
functions.
 Ensured thorough network documentation by maintaining backup configuration files and the integrity of
Netviz site drawings to existing standards.
 Ascertained that client needs are met, deliverables are completed on time, and resources are effectively
utilized for every order.
IT Services Technician II (IT Services)
Performed multiple duties involved with several projects for the ITO Service Desk. Designed the documentation for
departmental network troubleshooting practices and training guides. Worked as the departmental SME for network
related issues and escalations,quickly collecting documentation and contacting the NOC for resolution. Responsible
for the development of departmental training for Blackberry, iPhone, Palm, and Windows mobile devices in order to
integrate new hires into the ITO Service Desk. Provided application support and mobile data device support for
Legacy AT&T Mobility, Legacy BellSouth, and Legacy SBC.
 Responsible for training over 100 Service Desk agents with Mobile E-mail troubleshooting steps, network
outage troubleshooting steps,ITO Service Desk policies and procedures. Directly involved with their initial
growth and development.
 Redesigned existing and created new knowledgebase documents about Blackberry troubleshooting steps
resulting in 75% increase in resolved tickets within the department.
 Tasked with handling escalations with Blackberry and data devices for executive level management until
resolution.
E-Commerce Coordinator (Ecommerce Support)
Member of a cross-functional team involved with product and service support online through innovative chat
applications. Documented web site errors, buy flow breakdowns,and inconsistencies ofinformation with the Cingular
and AT&T Wireless web sites. Acted as a listening post online to continually monitor web site traffic in order to
identify the root causes of buy flow resistance and shopperdrop off. Partnered with the Sales and Marketing groups
to develop content for customer online forums and FAQ documents.

4. Virtual Channel Sales (Sales)
Sold wireless phones and data services to consumer and business clients,while ensuring quality products and services
matched to customer needs. Consistently met monthly sales quota and responsible for over $100,000 in recurring
monthly subscription sales.