SUMMARY

As a Senior Network Operations Customer Service Representative I am a world class expert, offering very strong network, provisioning, operations, translations, maintenance, integration, database, and much of the TCP/IP suite of protocols, inter networking, and infrastructure. I have recognized strong project management skills using Project Management Life Cycle PMLC .and converging with Systems Development Life Cycle SDLC processes. And am offering superior interpersonal skills, the ability to work well with others, excellent oral and written communication skills, and capable to understand complex issues, and learn quickly to apply them in a simple concise language for mentoring, ticketing, and presentation. Also am offering exceptional experience in root cause analysis, reports for traffic, network elements, operating systems, and operational measurements for routine, preventative, and emergency support. Also am bi-lingual English/Spanish.

Major STRENGTHS:

• World class support of clients, vendors, and customers including internal groups for engineering, operations, translations, traffic, and provisioning. Also can provide excellent Project Management contributions.
• Working with eight different switch and many transport technologies, to install, troubleshoot, and support trunking, translations, routing, screening, billing, SS7, software debugging, upgrades, and patches, auth-codes, account codes, class features, Centrex features, NPA splits, and fraud control.
• Parsing and defining network element's incoming alarms by way of log reports and operational measurement reports to various OSS platforms: Remedy, Netcool, HP Openview, ISNMS, AS400, NMS, and PRSM.
• Change Request involving the use of Granite Cross-Release Interoperability to add or change features to the feature tree and save.

Technical Skills:

Project Experience:

Confidential

Network Operations Center Representative

• Provide Fairpoint communications customer technical support to the DSL data market. Take calls and and open tickets documenting and solving customer issues. Provide escalations, and referrals to internal and external customers and vendors. The networks contained such elements as Ciena 6500 and 4200 interworking family products, Cisco ONS 15454, FLASHWAVE 4500m and 7500, NavisCore, FLM 2400 ADM, Metasolv, and Remedy ticket system. As well as the DMS 100, and Lucent 5E.

Confidential

Customer Service Representative

• Short term project to manage and control the process to migrate ATM and IP backhaul traffic from existing BTSs to RNCs and LTE DUL software, running scripts at the PMSC and at the RNC within the AT T North East region. This process includes the assessment of the team's readiness for the pending migration activities by verifying hardware verification, IP/Ethernet and ATM back-haul, data-fill, translations, transmission, connectivity between network nodes and the NOC, and migration logistic deliverables for all functional teams.
• Managing migration cutover pre-check items, reviewed by the entire cutover team: engineering, translation, tower crew, RNC crew, and PMSC crew. And then document and track in a cutover checklist process, using spreadsheets and Granite, then a distribution and verification process to the team.
• Manage the process, and crews at the time of cutover, run a go or no checklist, decide on a fallback procedure if necessary. Decide and implement any referral or escalation processes.
• Manage post migration testing of RNC operational measurement, and call processing of voice, data, and video traffic, and NOC alarms and log reports connectivity to the NOC, operational measurement, and call processing.

Confidential

• Duties were to control the process to migrate CDMA/1xdata/EVDO traffic from existing BTSs with Airvana DOMs to new RBSs with E/// EEGS hardware AEM1302 . And add LTE DUL within the Sprint Network Vision Project. This process includes the assessment of the team's readiness for the pending migration activities by verifying among others hardware verification, data-fill, translations, transmission, connectivity between network nodes, and migration logistic deliverables for all functional teams.
• Managing the voice, IP/Ethernet and ATM mobile backhaul infrastructure migration. Starting with pre-check items, reviewed by the entire cutover team Ericsson Sprint , and then document and track in a cutover checklist process, then a distribution and verification process to the team. Manage the full migration's Cutovers , incumbent CDMA and EVDO service terminated on BTS. Network communications established to new RBS hardware, complete commissioning/integration Manage post migration testing of the launched RBS: CDMA, LTE and EVDO services, RBS hardware, alarms, and connectivity to the NOC, operational measurement, and call processing.

Confidential

Customer Service Representative

• On assignment for switch support of all DMS Ericsson UMTS WCDMA and 4G/LTE VoIP Succession Mobile Switching Center MSC and all supporting office equipment i.e. environment HVOC, fire suppression,T1, OC3/OC12/OC48, and DS0, including provisioning, testing, and turn-up. Excellent performance of routine, preventative, and emergency procedures using primarily SIP trunking on BGP, OSPF, and MPLS network.
• Examples of equipment: Nortel/Ericsson VSE, CMT, CBM, CNM, ER86000, MS15000, CAU and CAI through the LIM, Universal Signaling Processor USP , Optera Fibre DACS, and IEMS.
• Using MGTS, and ACCESS7 Packet/Protocol analyses to trouble various messages to solve network problems and issues.
• Working with Diameter Session Initiation Protocol Application and Diameter Mobile IPv4 Application MobileIP Created various management and technical automatic reports using Operation measurements, and assisted on various emergency call outs. Also assisted with EVRC-B codec upgrade. Performed many site software upgrades, patches, and EPROM upgrades.

Environment: Nortel CS2K, MSC, HVOC.

Confidential

Mobility Transport Customer Service Representative

• Responsible for the research, ordering, tracking, trouble shooting, integration, and complete turn up of T1s circuits to network microwave towers. Using donor microwave towers as an alternative.
• Using many tools such as Virtual Front Office for service orders, CTS for ticketing and tracking, and Net Analyst for testing algorithms, Granite circuit design data base, AT T's Access Ordering for pre-validation, order status, and other tools.
• Interfaced with land line, mobility, transport, central office, surveyors, and property management to solve a variety of technical, survey, property, and transport problems.

Environment: AT T transport, central office, CTS, VFO, Granite, Cafe', TEMS, AT T Access.

Confidential

Knowledge Transfer Engineer/Customer Service Representative

• Training NOC people to enter management and developing a mobile network management and operations staff based on survey results and analysis of network elements and process flow in a newly staffed Network Operations Center. Working in a UMTS Core Network, UMTS Terrestrial Radio Access Network UTRAN , IP/Ethernet and ATM backhaul. and User Equipment to provide switching, routing and transit for user traffic. Implementing and maintaining databases and network management functions.
• Center is in an international environment with emphasis on implementing instructions for applying routing controls. This includes overall business strategy, services strategy, and IT strategy. Network elements included: PMSC/BSC/HLR/BTS/RBS, Nokia 3G Node-B, 911 systems, Alcatel, Comverse, Nortel, and Ericsson.
• Project plans evolved initial cost followed by ongoing cost estimate revisions. Provide alternatives and any reasons of success or failures. Cost to include human, time, equipment, and software resources. As well as technical and departmental process flows, created from spreadsheet bullet items, created during triage. Process included self-error checking flow charts from a strategic, tactical, and finally operations stand point. Process included customer facing, inter and Intra departmental.
• Performing proactive and reactive maintenance on DMS 100/300/GSP, CS2K with Multiservice Switch 15000 Passport 15K providing Ethernet edge services, and Ethernet Routing Switch 8600 Passport 8600 core switches, Broadband STP, Sonus Soft switch, Marconi System X, Microwave transmission, and SDH/ADM transmission. Working with BTS/NodeB sites that needed to be engineered to not send more traffic than what the links can handle, executed Node B rehomes, RNC rehomes, IuR creation, IuXX link profile changes and other projects related to the RAN also the OA M of Nokia DX200 RNC/NODEB, MSC, BSC, SGSN.
• Addressed various fault management techniques including corrective and preventive maintenance , configuration of performance management, system administration requirements, alarming definitions and parsing on Netcool and HP Openview, and applicable documentation, and Remedy ticketing.
• Responsible for SS7 routesets and links final destination translations and maintenance including emergency restoration of routing connectivity, including SIGTRAN to a Signaling Gateway and and LATA certifications, Besides a translations record, links, linksets, and routeset were maintained on a MS Excel database, routing updated by various engineering groups and myself.

Environment: DMS 100/300/GSP, CS2K switches, Broadband STP, Sonus Soft switch, Marconi System X, Microwave transmission, and SDH/ADM transmission.

Confidential

Tier II NOC Support Engineer

• Providing Tier II support for the Nortel CS2K, Passport 15K edge peripheral and Passport 8600, XA-Core, and Super Node. Support T1 turn-up problem resolution.
• Using SDM for billing and OMs, and SPM, and Optera for SONET applications.
• Resolving IT/voice over an MPLS network trouble tickets referred by the NOC.
• Provide training, creating performance monitoring processes, and providing parsing data to the Net Cool element management system OSS .
• Reporting/conferencing with management as to ongoing continuous improvement.

Environment: SDM, Nortel CS2K, Passport 15K edge peripheral and Passport 8600 Core switch, XA-Core, and Super Node.

Confidential

Integration Lab Engineer

• Working in the Qwest long distance integration lab testing hardware, software, and applications
• Testing using Nortel CS2K, SAM21 Manager, Passport 15K Multiservice Switches, GWC, IEMS, PP8600 routing switch, XA-Core, DTCI, SPM, and SDM.
• Working on both IP ATM based switching and switched based. This assignment involved E1 international testing on various equipment types and call types to behave as T1 circuits on the national T1 VPN gateway and TDM switches.

Environment: TDM Switches, Nortel CS2000, SAM21 Manager, Passport 15K Multiservice Switches, GWC, IEMS, MG8600, XACORE, DTCI, SPM, and SDM.

Confidential

Owner,

• Creating an internet cafe with VOIP in the Dominican Republic.
• Setting up a small LAN connected by a HUB.
• Created telephone and HP Pavilion/Windows Vista workstations. This process involved property management, LAN inter-networking, Microsoft software and applications, and setting up VoIP application and hardware.

Environment: VOIP and LAN.