SUMMARY:

• Central Office Support Team Member
• Operational knowledge of several PBX and key systems, voice mail, call management systems, telecom accounting and call management systems
• Sound knowledge of telecommunications protocols TCP/IP, RDP, UDP, MPLS, H.323, SIP, RTP, DHCP
• Wide knowledge of telecommunication technologies and concepts
• Strong PC and IP troubleshooting skills
• Sound knowledge of call center support with call management systems and advanced administration
• Exceptional knowledge of designing, installing, and troubleshooting structured cabling and wiring systems
• Good knowledge of the installation, implementation, and maintenance of telecommunications equipment
• Strong verbal and written communication skills
• Installed appropriate security patches to dissolve security vulnerabilities
• Collaborated with network administrators and managers to ensure smooth work flow and efficient organizational operations including leading site survey team lead.
• Customer - oriented professional with strong interpersonal and communication skills. Computer literate and competent with PC-based programs.
• Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery for voice networks

WORK EXPERIENCE:

Confidential, Plymouth, Michigan

FST - Network Operations

• Assists with on-site installations, troubleshooting, repairs, and maintenance of telecommunications products and equipment that TDS sells and leases such as T1, DS3, PRI, Cable Access Transport, Managed IP Hosted, SDI, ISDN, DSL and POTS.
• Has direct, face-to-face contact with customers and is expected to be proactive with the sales of TDS services and products. Services include, but are not limited to, Telephony, Internet, and/or high-speed networks. Exceeds customer expectations by performing extraordinary customer service, identifying customer needs, and providing them with communications solutions. Understands how to use and demonstrate TDS products and seeks sales opportunities while educating the customer. Products & services include (but are not limited to): Local Service, Central Office Services, Structured Cabling, MAC (Moves, Adds and Changes), Voice Mail, Audio and/or Video Conferencing and Non-regulated CPE.
• Assists with and performs on-site installing, troubleshooting, testing, splicing, repairing, and maintaining telephone equipment and general network equipment, customer premise equipment, fiber optic/copper facilities and/or other TDS products & services for new and existing customers. Identifies location of defective cable using various test equipment and repairs buried, aerial, underground and/or customer cable.
• Support of fiber ring network utilizing OTDR test equipment and maintaining fiber test records.
• Installation/Maintenance of routers and switches.
• Support of Siemens EWSD switch including all central office and collocation equipment: Calix, Tellabs DACS, Fiber Mux, Wavestar, Stinger, Tollgrade, EL Hub.
• Inventory of all CO spare parts and CPE equipment.
• Sales and engineering support for new turn up and upgrade projects.
• Central Office Generator and HVAC basic testing.
• Cisco Router and Switch Scripting
• Ethernet Demarcation Setup and Testing

Confidential, Troy, Michigan

VoIP / Voice Technician

• Employ appropriate troubleshooting techniques for Analog, Digital, VoIP and for point-to-point as well as point-to-CO applications including SIP to carrier trunking
• Responsibilities include providing technical service support, preventative maintenance, basic troubleshooting, MAC on Nortel and Mitel PBX/IP-hosted solutions
• Dedicated to Borders Group, Inc. headquarters in Ann Arbor, managed voice networking operations of 1200 TDM stations on a Nortel Option 81c running CS1000MG release 5.50 using SIP to carrier trunking of 4000 DID
• Numbering plan, PIP circuit cutover support, BCM installation, software programming and database support of over 200 retail stores. Managed call center weekly reports and technical support of service desk graphical real-time display.
• Support and design of call center environment
• Provide break/fix services on telephones
• Develop and maintain a current database for customer equipment and internal wiring
• Assist in identification and resolution of other vendor line/circuit problems
• Troubleshoot issues related to lines/trunks
• Coordinate problem resolution involving service providers
• Performed moves, additions and changes of telecommunications services and equipment
• Diagnosed trouble on T-1 circuits; ISDN/PRI, ISDN/BRI, E&M TIE Trunks, DID, troubleshoot IP telephony, Spectrum wireless.
• Linux Scripting of Mitel PBX controllers
• Dedicated onsite support for LAN/WAN equipment of several large accounts examples include hospitals, oil refinery, automobile manufactures

Confidential, Livonia, Michigan

Business System Technician III

• Responsible for the complete installation and design support of PBX systems of various sizes, with voice mail, ACD and CCR applications. Nortel Networks Blue product line Option 21-81c. BCM and Norstar completed installation, programming and end user training.
• T1 and PRI voice circuit installation at customer premise including demarcation extensions. Installed CSU/DSU hardware, routers, hubs and CAT 5e wiring certification. Used TBERD test equipment to monitor and assist central office personnel in troubleshooting circuit issues.
• Performed voice system software programming, moves/adds/changes, user training, telephony cable installation, and equipment inventory
• Maintained company-provided vehicle including truck and warehouse stock
• Implemented recommended equipment modifications and enhancements in accordance with user requests and business objectives
• Developed and organized records and maintenance reports for increased efficiency
• Installed and maintained telephone systems and other voice communications systems including enhanced and unified voice mail systems
• Integrated, installed, and tested complex telecommunications systems in accordance with applicable standards
• Identified and resolved complex telecommunications problems for a variety of end users and recommended and implemented corrective hardware solutions to meet established service levels
• Installed cable distribution equipment.
• Tested and maintained UPS systems.

Confidential, Troy, Michigan

Communications Technician

• Dedicated technician for the Chrysler account. This included assembly plants and administrative offices. This responsibility included MAC, maintenance and upgrades of the PBXs, all backbone/station/network cabling in the facilities and Centrex line support.
• Installed and maintained Nortel Meridian Options 11-81 PBXs, Norstar CICS/MICS Key systems with Nortel Meridian Mail, Star Talk Flash, NAM and Call Pilot voice mail systems
• Provided support to 200+ agent call center for Chrysler parts depot
• Routing Cat5, Cat3 and Fiber cabling with termination end to office hub install, setup maintained cable inventory reports
• Oversaw site preparation activities including conduit, power, and signal cable runs
• Tested communication lines to ensure that specifications were met, using testing instruments such as voltmeter and data scope
• Performed jack installation, cross-connections, patch panel implementations and service work