Joshua Hendrix
- Manager – Global Network Operations Center
- Houston, TX
- Member Since Jan 27, 2023
Candidates About
Joshua Hendrix
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Skill Summary |
Telecommunications professional with a 19 year proven track record, and vast experience in technology used to support government and energy industries. Technical experience includes VSAT, routing/switching, VoIP networks, server infrastructure, and virtualization.
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Education |
Certifications: Cisco - Cisco CCNA Routing & Switching (expired, renewal in progress) iDirect Satellite Networks - iDirect Advanced Course iDirect Satellite Networks - iDirect Group QoS Course Cobham SeaTel - SeaTel Stabilized Antennas Lockheed Martin - Satellite Payload Controller US Army Signal Corp – Satellite Network Controller US Army Signal Corp – Satellite Communications Systems Operator/Maintainer |
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Experience |
10/2015 – 11/2017 ITC Global Houston, TX Manager – Global Network Operations Center § Manage Global Network Operations Center (GNOC), consisting of 25 employees in two locations, Houston and New Orleans. § Network consisted of a global Ku-Band iDirect network, with 1000+ beam-switching remotes § Global Network Operations Center responsible for tier II support of the global maritime network for ITC Global. § Maintain and manage KPIs, reporting to senior management weekly. § Consolidated Houston and New Orleans support locations to Houston, reducing overhead costs while increasing overall skillset within the GNOC. § Work closely with sales and service delivery teams to manage customer expectation and improve customer satisfaction. § Coordinate personnel to assist engineering in key network migration/upgrade projects. § Provide performance reviews and professional development plans for all assigned employees. § Served as the SolarWinds administrator, due to previous experience with the platform.
8/2014 – 10/2015 Pason Systems Corp Houston, TX Rig Communications Network Specialist § Overall management of iDirect networks over two spacecraft, providing coverage for North American land drilling sites. § Act as third level support for network issues. § Organize, lead, and participate in numerous projects for new products, network expansion, and network enhancements. § Research and development for new satellite communications oriented products or network products used over satellite. § Leverage past leadership and service delivery experience to streamline processes, and steer product development. § Made redundant due to massive downturn in land-drilling sector.
11/2012 – 8/2014 RigNet Incorporated Houston, TX Network Infrastructure Manager § Responsibility of the production network infrastructure, to include support, change management, and further development. § Create, test, and publish iTIL level processes for the management of the network infrastructure. § Organize and lead numerous projects for the constant improvement, expansion, or support of the network infrastructure. § Maintain and oversee the various systems used by Global Operations to support the network. § Continuously relied on as a technical expert with a strategic mind, to develop and improve Global Operations. § Manage tier III team of network support experts. § Responsible for the overall skillset of support staff within Global Operations. § Serve as a liaison between Operations, Engineering, and Sales.
10/2011 – 11/2012 RigNet Incorporated Houston, TX Service Delivery Manager § Extensive knowledge of the RigNet network provided me with the ideal knowledge to serve as a customer advocate, ensuring solutions were delivered to contract. § Analyze delivered services to determine level of contract compliance and service quality. § Contribute to the evolving the newly formed “Service Delivery Management” program. § Maintain service review meetings with key customers to discuss service quality, ongoing issues, or concerns. § Monitor RigNet's responsiveness to customer service needs, including communications, notifications, escalations and follow up items. § Oversee projects and sales processes specific to the assigned key customers to provide expediency and minimize issues. § Work with Engineering, Operations, and Sales departments to resolve customer concerns in a timely manner. 6/2010 – 10/2011 Blue Marble Network (Start-Up Company) Houston, TX Director of Engineering § Designed, purchased, implemented, and managed the Blue Marble core infrastructure, to include a Cisco VoIP network, iDirect TDMA network, and multiple support systems. § Played key role in design and deployment of iDirect Evolution network for Blue Marble using ACM, group QoS, and DVB-S2. § Established initial vendor and/or provider relationships, continuing to manage said relationships to ensure preferred pricing, SLA’s are adhered to, and delivery expectations are met. § Created and tested all internal processes in direct relation to the Operations department. Assisted in the creation and testing of those process indirectly related to Operations. § Continue to manage built network infrastructure, scaling for growth and enhancing reliability. § Research and develop Blue Marble network fair access policy, and methods of enforcing said policy.
12/2007 – 6/2010 RigNet Incorporated Houston, TX Engineering Manager, Global Engineering § Company expert in satellite communications. § Manage standards and practices for implementing communications solutions worldwide. § Serve as technical advisor to upper management regarding direction of technology platforms around satellite communications § Orchestrated the rollout of Comtech’s Vipersat dynamic SCPC platform, saving the company an average of 30% in bandwidth costs. § Negotiated numerous large contracts with satellite owners, averaging a 15% reduction in cost/mhz/month. § Negotiate preferred pricing with vendors of various communications equipment.
10/2005 – 12/2007 RigNet Incorporated Houston, TX Senior Satellite Systems Engineer, Space Segment Manager § Global management for RigNet’s space segment. § Work closely with satellite providers such as Intelsat, SES Americom, and New Skies to aquire new satellite bandwidth, or contractual adjustments to existing bandwidth. § Write and distribute RFPs to above mentioned satellite providers for new services. § Frequently present detailed breakdown of existing bandwidth for various regions, the cost of said bandwidth, and utilization of the same, to upper level management. § Provide 3rd level support for RigNet’s entire VSAT SCPC network for North America, consisting of 63 offshore rigs. On call 24/7/365. § Rigs consisted of jackups, semi-subs, drill ships, production platforms, land rigs, and even shorebase locations. § Design the above mentioned network, using Comtech CDM-QX, CDM-570/L, CDM-600 modems; Codan, Comtech, or NJRC RF equipment ; and Cisco routers (1600, 2800,7600 series), Cisco Catalyst switches (3500 & 2900 series), Cisco wireless access points. § Global administrator of Newpoint’s “Compass” monitoring system, which provides remote access to various satcom devices. § Write and implement satellite link budgets for new customers coming into various networks around the globe. § Installed and managed RigNet’s equipment at the Intelsat Riverside Teleport, in Nuevo, CA. § Provide, test, and implement various solutions necessary to make RigNet’s network, and presence on rigs run smoothly, with less outages, and quick up time following rig moves, or radio silence. § Provide SCPC training (various modems, RF equipment, satcom theory) for Field Technicians, NOC Technicians, or anyone else within RigNet who wishes to expand their knowledge in the SCPC arena. Write and implement procedures for Field Technicians, NOC Technicians, and even rig personnel that will enable them to operate, install, and maintain the systems with ease. |