SUMMARY

• An enthusiastic and dedicated professional offering 15 years of experience in operations, customer relations, problem solving, provisioning/configuration, process development, multitasking, and a strong reputation for getting the job done.
• Adept at working within fast - paced and rapidly changing environments while collaborating on new and on-going projects.

PROFESSIONAL EXPERIENCE

Confidential, Raleigh, NC

Contractor

Responsibilities:

• Assisted in the coordination of restaurant equipment upgrades and installation of new builds across the United States.
• Confirmed and documented customer readiness prior to equipment installations in QuickBase.
• Scheduled dispatches for installation of POS, (point of sales), installations for multiple customers.
• Maintained inventory of customer resources and coordinated return shipment of resources.
• Revised cabling process documentation for installation technicians.
• Verified completion of installations according to customer specifications.

Confidential, Raleigh, NC

CPE Project Manager

Responsibilities:

• Managed and assisted in multiple projects that delivered and installed customer premise equipment, (CPE), for customers in the banking industry.
• Switches, routers, phones, data lines, Automatic Tellers, etc…were installed for customers with up to a $2 Million contract.
• Coordinated and scheduled dispatches for installation of CPE and maintenance for site conversions to the Verizon network.
• Provided daily updates to customers of completed installations, delays in site preparations, concerns and escalations.
• Kept inventory of CPE, shipment data, and associated delivery cost.
• Initiated tickets for CPE associated circuit testing, trouble shooting, and SIP testing.
• Recorded installation test results, delivery and MPLS or point to point circuit issues, and site completions to stored and view via an online repository, by stakeholders.
• Hosted daily installation calls and attended weekly customer timeline and delivery conferences.
• Complied pertinent data derived from site designs, circuit ID, tech and site contacts, and address data.
• Ensured the closing and billing of projects are properly completed.

Confidential, Raleigh, NC

Contractor

Responsibilities:

• Assisted in the completion of CPE installations for the largest customer of one highest ranking telecommunication company in the U.S.
• Coordinated and scheduled dispatches for installation of CPE and maintenance for site conversions to the network.
• Provided daily updates to customers of completed installations, delays in site preparations, concerns and escalations via email.
• Initiated tickets for CPE associated circuit testing, trouble shooting. Scheduled SIP testing.
• Hosted daily installation calls and attended weekly customer timeline and delivery conferences.
• Complied and disseminated pertinent data derived from site designs, circuit ID, tech and site contacts, and address data stored in an online repository.

Confidential, Raleigh, NC

Sr. Configuration Support & Provisioning Engineer

Responsibilities:

• Key player in Hosted Solutions project delivery.
• Applied due diligence and documented LNP (Local Number Porting) processes to increase the number of on-time ports by 50%. Acted as LNP SME and Hosted Solution’s portal administrator.
• Executed the porting of business telephone numbers from one carrier to another for multiple customers across the United States.
• Improved new request management and increased productivity by documenting LNP processes, work instructions, customer requirements, and department personnel on new processes.
• Interface with customers to acquire Letters of Authorization / Agency (LOA), customer service records (CSR), and verified service availability and compliance with FCC requirements.
• Administered user IDs, developed group access profiles, and completed Local Number Porting (LNP) requests for local and 800 telephone numbers.
• Configured OpTera Metro 5500/3500 and DWDM optical ring facilities to meet customer specifications.
• Provided weekly updates and proactive notification of potential delays to project stakeholders.
• Hosted weekly status meetings with departmental team members to make known new requirements, approvals, resource availability, and task delegation.

Provisioning Control Engineer

Responsibilities:

• Participated in the turn up of new customer telco sites and adding of new equipment to existing sites.
• Provisioned and turned-up facilities, throughout the Southeastern US Region for one of the nation’s largest residential and cellular service providers.
• Key contributor of a traffic migration project from old equipment to the newly installed
• DMS 250/300 switches and digital cross-connects, (DCS), meeting SLA requirements and timeliness of 94% or higher.
• Received the Nortel Contribution after participating in the 2005 Katrina Hurricane Relief project for restoring the company’s largest customer’s New Orleans facilities.
• Collaborated in the transport equipment, coordinated testing and configurations of link/circuits for remote access.
• Executed remote testing of DS1s and DS0s via Telesync test sets.
• Initiated test calls and retrieved Call Detail Record(s) on newly turned up trunk groups to validate successful completion.
• Created DCS User IDs and administered access levels.
• Set and maintained global attributes of Tellabs and Envais digital cross-connects according to customer specifications as DCS equipment administrator.
• Trained peers in the provisioning and troubleshooting of the Tellabs DCS and Envais TDAX facilities; developed ‘quick’ command documentation tailored for multiple departments.
• Developed and documented step-by-step processes procedures for ISO 9000 compliance. Participated in ISO audit.
• Communicated with new customers to assess provisioning needs and expectations.
• Developed, tested, and trained peers on disaster recovery plan and procedures for the Provisioning department.
• Recycled equipment back up takes of multiple facilities in case of disaster recovery needs or corrupted software downloads.
• Documenting versions, location data, special instructions, shipping/receiving and billing data.

Confidential, Raleigh, NC

Contractor

Responsibilities:

• Monitored and trouble-shot signaling and transport equipment for multiple telephony service customers.
• Trouble-shot degrade of service shot DS3s, DS1s, trunks, and SS7s links via DMS 250/300, SONET, DCS, radios.
• Created, updated, and escalated service tickets for reported failures and degrade of service.
• Dispatched field technicians for any actions that couldn’t be addressed remotely.
• Generated reports for proactive performance monitoring, and intermittent problems.

Confidential, Cary, NC

Transmission Surveillance Engineer

Responsibilities:

• Isolated outages, service degrade and monitored the general maintenance of what was the nation’s 3rd largest long distance network at a DS3 level and above for the US region.
• Monitored fiber cables, digital radios, multiplexers, Alcatel and Tellabs digital cross-connects, and SONET equipment.
• Created, updated, and escalated service tickets, expediting corrective actions as needed.
• Dispatched field engineers for the security, upkeep, maintenance, and restoration of transmission equipment and facility sites and coordinated hot cuts, disaster clean ups, and traffic restoration with the goal of reducing FCC reportable down time.
• Additional Experience: Gathered user requirements and created an on-line analysis of international and domestic Call Detail Records, which generated reports to tabulate anomalies involving call origination, destination, and round robins in the DMS 250 switches. Assembled records and processed data to generate SAS statistical graphs and charts for upper management review of customer reported ISDN problems.
• Established and distributed a weekly schedule for the ISDN Development Lab usage for multiple departments and reset the switch troubleshooting/trial test lab equipment for daily lab use.
• Provided retail customer service, stocking products, and cashier.

TECHNICAL SKILLS

Telecom Equipment: Tellabs 5500/532L/531/530 DCS, Alcatel 3/3, 3/1, 1/0 DXC, Envais TDAX, DMS 250/300, Optera 3500/5500, Telesync Test

Tools: Telecom Business Solutions, Remedy, NETwork MANager-Preside, ProComm, NetTicket, Common Ticketing System, Clarity for Projects, Project Tracker, Premisys, QuickBase

Software/OS: SAS, Pascal, COBOL, WINDOWS, MS Office, UNIX