SUMMARY

• I've had a varied telecommunications career. It began doing satellite communications in the confidential.
• I have since gone on to become a switch technician for Confidential .
• After successfully navigating that terrain, I became the supervisor of the network engineering team (at NTS), a call center supervisor (at Confidential ) and then came back to networking.
• I believe that my experiences give me a different perspective and prove not only my versatility but also my ability to excel in whatever facet of telecommunications that I work in.

TECHNICAL SKILLS

• Excellent oral and written communication skills
• Excellent customer service skills
• Excellent planning and organizational skills
• Strong troubleshooting and analytical problem solving skills
• Strong sense of urgency in support of all customers. Ability to understand business requirements for technical needs and utilize the business requirements information to prioritize work and set urgency for others.
• Ability to interact positively with individuals on all organizational levels

PROFESSIONAL EXPERIENCE

Network Engineer

Confidential

Responsibilities:

• Provide overall network infrastructure support to routing and switching equipment. Ensures that the LAN/WAN is capable of providing required services by supporting the network infrastructure through the use of troubleshooting and problem resolution in a production environment.
• Plans, installs and supports hardware and software upgrades; resolves technical issues associated with network and routing protocols at all levels of the OSI model.
• Responsible for maintaining LAN - WAN barrier systems to prevent unauthorized access to Medical Treatment Facility/hospital systems.
• Project Manager: Planned and managed the Data Center move from the old hospital to the new hospital.
• Wrote troubleshooting SOPs for the LAN team.
• Controlled access to the Data Center
• Assisted server team with installation of new equipment.

Network Engineer

Confidential

Responsibilities:

• Adtran TA5K - Work in the TA5K correcting provisioning and system errors. This entails maintaining, upgrading the software on the ONTs, working with Field Technicians and, on occasion, Adtran to resolve customer and network complaints.
• Calix - Work on and maintain the Calix C7 platform by being the subject matter expert on all aspects of the system. Being the SME allows for helping the provisioning team in correcting provisioning and system errors. This entails assisting the field technicians and working with Calix periodically.
• Troubleshoot service issues over Ethernet (video/internet)
• Cisco (6509, Cisco 7301 BRAS and Cisco 2600 ):
• Familiar with BGP
• Configure and monitor managed routers/services.
• Configure and modify Access Control Lists (ACLs) in the.
• Familiar with OSPF
• Build cross connects to the ATM cloud
• Build static routes
• Assign IP blocks
• Configure VLANs
• Brocade
• Configure the router and modify Access Control Lists (ACLs) in the Brocade edge routers.
• Assign IP blocks
• Configure VLANs
• Correcting Spanning Tree issues
• Troubleshooting Layer 2 issues (from the access equipment e.g.; AdTran/Calix throughout the network )
• Testing Engineer - Wrote test plans used to evaluate:
• The Iphotonix ONTs on the AdTran TA5K platform.
• SmartRG (Smart Residential Gateway/Broadband Home Router) routers that implement TR-069 functionality into the NTS network.
• Evaluated various IPAM (IP Address Management) solutions to help NTS properly inventory its IPV4 address space and to help NTS prepare for the eventual migration to IPV6.
• Evaluating SonicWall (TZ Series routers) for NTS’ Managed Security Solution
• Wrote the IPV4 policy to help NTS conserve its IPV4 space.
• Wrote the NTS “Acceptable Use Policy”
• Wrote the Network Engineering Department’s Server Security Policy
• Wrote the Network Engineering Department’s Server Audit Policy
• Provisioning DSL and T1 customers in the BRAS.

Fiber Customer Support Analyst

Confidential

Responsibilities:

• A member of Confidential 's Fiber Solution Center's In-House Development Team (IHD). In this role, along with my formal graduate study, I gained experience in various principles of leadership methodology.
• Subject matter experts and an invaluable resource to the technical support organization.
• Served as a Floor Supervisor.
• Assigned work by defining priorities and deadlines based on the defined objectives.
• Gave guidance pertaining to issues that deviated from the normal workload. The guidance would always comply with corporate reference material and in the event that there were no corporate guidelines, I would research industry best practices and use those as our guide.
• Developing, defining and refining procedures (Standard Operating Procudures) and processes pertaining to the technical support organization.
• After analyzing the subject issue, I assigned work based on the complexity of the issue and the technical knowledge of the employee.
• Ensure that the maintenance organization effectively achieved all of Confidential ’s internal metrics (FCR/FTR, CAHT, DO%, and NPS) by assisting the front line agents resolve technical and/or order related issues.
• Handled FCC & PUC complaints.
• Ensured the safeguarding of PII and CPNI.
• Suggested and tested new products and services.
• I managed the # 1 technical support team throughout all of Confidential .
• Confidential ’s regional leadership team:
• A cross-functional team comprised of Operations, Marketing, Customer Service, and HR. As a whole, we sought out and implemented ways to make each department more efficient so that we were able to drive down operational costs and improve First Call Resolution.

Supervisor / Project Specialist

Confidential

Responsibilities:

• Supervisor of Data Services at Confidential . Responsibilities included:
• Training, assigning and directing the work of the Jr. Network Engineers and the help desk. I was also responsible for scheduling their vacation and personal time.
• Building out and maintaining NTS’ FTTP network (voice, internet, and video). This entailed installing, configuring, and maintaining the BPON/GPON cards as the Network Administrator which included managing the fiber EMS by assigning user and administrative access levels and facilitating the data recovery plan for that system.
• Satellite reception and IRD configuration
• IP video Multiplexers/processing devices
• Video encoders and transcoders
• Configuring and maintaining edge, gateway, and core routers (Cisco).
• Revising old and writing new Methods of Procedure for the day-to-day operations of the Data Services Department.
• Working with various vendors towards development and implementation of the various ONTs and the feature set of the STBs.
• Assisted the field technicians with chronic issues.
• Designing and implementing the DSL network. This included selecting DSlam vendors, and writing Methods of Procedures for installations, maintenance, and upgrades.
• Coordinated and scheduled maintenance windows with various departments and vendors.
• Maintaining the Frame Relay and ATM (CBX-500/NaviScore) cloud.
• Assisted field technicians with chronic issues.

Telecommunications Tech

Confidential

Responsibilities:

• Switch technician responsibilities included:
• Resolving business and consumer switch issues in the Ericcson AXE, DMS100, and Lucent 5ESS switches. Problems ranged from troubleshooting and correcting hunt groups, correcting translations, resolving no dial tone issues.
• Dispatching technicians.
• Remote testing POTS, T1s and EC1T1s.
• Taking BAU and corporate escalations.
• Frame Relay/ATM technician responsibilities included:
• Maintaining the Frame Relay and ATM (CBX-500/NaviScore) along with the Cascade Switch) cloud and ensuring that our business customers had continual access to it and their private networks by troubleshooting and remotely testing their circuits (56k lines, T1s, T3s,and Sonet OC3s).
• Dispatching technicians and conducting head-to-head testing.
• Specialized in working on both point-to-point circuits and Inverted Multiplexers (Nortel and Quick Eagle). building and testing Alcatel 1630, 1631 and Titan 5500 and 532 DCS cross-connects
• Taking BAU and corporate escalations.