SUMMARY:

• 20 years of experience in Telecommunications, specializing in service & circuit delivery, Project Coordination and Management. Working knowledge of the functions and processes of installations associated with PRI/BRI. T1, T3, DS1s, DS3s, OC3s, and VOIP based services.
• Technical experience includes Network Support, troubleshooting, upgrading, configuration, migration, and implementation.
• Experience in the telecom field, mainly working on the provider side product and equipment.
• Experience managing Nortel, Cedar Point, CMTS, and HDT, 5ESS switches (Motorola Modems) ICOMS and CSG billing systems.
• Proficient with the following network troubleshooting: BMP, GRETA, AOTS, WST, CTP, and NETSCOPE ticketing, testing and status tools.
• Telecommunications knowledge of design, implementation, and support of Confidential - 1’s, OC3, Frame Relay, SONET, and DSL, Cable Modem Termination Systems.
• Personal attributes include multi-tasking several projects Confidential a time, effectively worked and lead projects in team environments, excellent communication skills, and solid problem solving skills.
• Excellent communication skills, excellent interpersonal skills with project leadership abilities. Excellent analytical and problem solving skills. Desire to learn new technologies as they arise. Proven experience in the call center environment.
• Experience driving task definition, time tracking and financial management/reporting. 3 years’ experience.
• Experience working with Budgets, Timelines/Schedules, Milestones, Project Plans, Presentations, Resource Allocation. 3 years’ experience.

CORE COMPETENCIES:

Network Protocols: I worked in TCP/ IP, SNMP, Ethernet, BGP, OSPF, VOIP, protocols, Frame Relay, SONET, and DSL. Cable Modem Termination Systems Routers Fujitsu, Cisco . Have basic knowledge of SIP, and ADTRAN disciplines for 2 years. Worked in applications like QORA, CEMR, SBC Toolbar, VERIZON; CSG, WISE, DLIS, XO, SOA, CAFÉ, ALLEGIANCE, BELL. Working knowledge of MSAG

Operating Systems and Software: Windows 7, 10, ACCESS, PowerPoint, Excel Spreadsheet, Microsoft Outlook

PROFESSIONAL WORK HISTORY:

Confidential

Circuit Design Engineer

Responsibilities:

• Circuit Design engineering through Metasolv, including Confidential and Equipment assignments for transport of EoC solutions for business customers.
• Proactively manage order Critical date/Milestones and facility-affecting issues to ensure order completion, within established time-sensitive intervals.
• Track, document and compile Engineering information related to Customer orders, Optimization orders, Internal equipment, Network and ILEC/ Confidential facilities, and document incoming facility information (circuit ID’s and/or order numbers) against some UNIX/Linux support engineering information.
• Submit, track and disconnect orders to the Local Exchange Carriers, using various internal and external systems.

Confidential

Network Support/Access Intervention Manager

Responsibilities:

• Responsible for the implementation of trouble reports that had reached the 4th level of escalation with all Confidential ’s.
• Duty was to follow up with the local exchange carriers on the resolution of trouble tickets from cradle to grave.
• Responsible for engaging local exchange carrier management to expedite outages on circuits i.e., VOIP, Point-to-Point, SONET, Confidential ’s, DS3’s Frame Relay, 56k, ISDN, OC3, OC12’s, circuits and higher. After resolution had been obtained and Confidential (reason for the outage) performed remote intrusive and non-intrusive testing, upon circuit testing okay; would verify circuit with the customer, then set the trouble report for closure.

Confidential

Front-End Access Services Specialist

Responsibilities:

• Responsible for the implementation of Confidential ’s received through email and fax.
• Duty was to scrub the order document for all pertinent information.
• Information that includes Confidential codes, Confidential codes, meet points, cross-connects, and Confidential routes, Circuit and Confidential information, and who is in control of circuit delivery to the requesting customer.
• Responsible for naming the document for proper assignment to the access specialist.
• Kept and maintained all Confidential documents for future reference, also maintained and supported calls through the status line for customer calls, requesting Confidential FOC Status, and Confidential Exchange information.

Confidential

Network Services Support

Responsibilities:

• Responsible for handling of trouble tickets from beginning to resolution.
• Was responsible for the implementation and management of processes as they relate to the detailed analysis of automated testing results.
• Throughout the continental United States.

Confidential

Network Implementation Specialist

Responsibilities:

• Responsible to perform Vantive database queries and spreadsheets to identify outstanding tasks (releasing new orders, scheduling activations, notifying clients of FOC dates, billing orders, etc.) Coordinated and managed resources to ensure that milestone tasks were to escalate Confidential required intervals.
• Submitted LSR/ Confidential request to Confidential for local loops.
• Scheduled activations for Confidential, DS3, and OC3 solutions for Internet infrastructures, communicated order milestones.
• Communicated project expectations to team members and clients.
• Enforced SLA's (Service Level Agreements) to ensure order request were being processed quickly, efficiently and accurately.
• Provided recommendations for process improvements.
• Worked directly with client, outside vendors, sales, network and operations to create solutions for the client's changing demands.
• Communicated with all levels of management.
• Managed multiple projects, managed billing and accounting solutions.
• Set priorities according to the needs of the business, projected levels of effort, and generated forecast for future business.

Confidential

Technical Support Technician

Responsibilities:

• Supported the field installation technician on the day of telephone install to complete final telephone installation and service activation.
• Resolved any/all provisioning issues detected during installation.
• Configured modems to deliver dial tone in VOIP protocols; troubleshoot and resolve any service issues with the installation technician.
• Worked in Nortel, Cedar Point, CMTS, and HDT, 5ESS switches.
• Utilized OSPF, BGP, SNMP, and basic UNIX Commands for delivery of dial tone.
• Responsible for loading lines in SOA/NPAC for activation of ported POTS.
• Dispatched tech to customer site for drop buries, tap and cable installation.

Confidential

Provisioning Specialist

Responsibilities:

• Delivered circuit solutions to my assigned customers.
• Tracked, scheduled, and coordinated all aspects of a new customer order.
• Implemented MACD, orders and hosting for clients getting new facilities.
• Established communications with other Confidential ‘s to ensure delivery of the circuit ordered and the porting of telephone numbers.
• Tracked FOC delivery dates and followed up on resporg issues with the responsible carrier.

Confidential

Client Services Representative

Responsibilities:

• Coordinated and serviced unemployment claims for employers through their Human Resource environment from beginning to resolution.
• Processed and protested the initial claim upon receipt, to all local Unemployment Security agencies from CA to NY.
• Prepared the employer and represented them on hearings with the state.
• Consulted in areas of unemployment cost control, and tax resolutions to save the employer excess cost on their experience rated account for unemployment tax assessment.
• Advised and consulted on proper documentation to secure favorable decisions on claims filed by discharged or voluntary quit employees.
• Managed a very large client base.