SUMMARY:

• A seasoned professional with more than 20 years experience in the telecom, IT and customer service industry.
• As a forward - thinking problem solver, I thrive off challenges, dedicated to personal improvement and desire the opportunity to make a difference in meeting company objectives and contributing above the call of duty.

TECHNICAL SKILLS:

• Applications: Excel, Word, Outlook, Microsoft Office Suite, and various CLEC online ordering system.
• Databases: Netpro, MEECA, TComs, Tirks, LIMS, TBS, F&E, CSG, Reflections, Granite, Remedy, Intas, Work Flow Manager, SolarWinds and Salesforce
• Project management, sales support, circuit design, provisioning, LNP, network provisioning, provisioning of OC - X, GigE, DS3, DS1 and DS0 circuits. Remote troubleshooting with the use of cisco, Juniper & Alcatel Routers with the use of command line interfaces. Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet. Test knowledge of DS0/DS1 circuits, and the ability to isolate physical layer troubles.
• Remote troubleshooting and resolving of network related problems with customer equipment and services such as routers, switches, voice/data circuits, data transmission, BGP, latency issues, DNS issues, VOIP services, wireless issues (radio equipment and access points) & CO equipment.
• Knowledge of TCP/IP, routing protocols, and IP addressing. Experience with Wireless Access Points and various remote switches/MUX's/VOIP Telephones. Understanding of ISDN circuits and troubleshooting practices.

PROFESSIONAL EXPERIENCE:

Confidential, VA

Telecommunications Network Engineer

Responsibilities:

• Effectively and efficiently identify, integrate and manage secure cloud computing services on an ongoing basis
• Serve as an enterprise cloud services broker (ECSB)/integrator to manage a portfolio of cloud computing services across multiple vendor and internal VA offerings, supplying VA with a flexible solution and achieving all the advantages of cloud computing services
• Identify circuits that will transition from the GSA Networx contract to the new EIS contract, transforming (PRI to SIP) or upgrade (T-1 to Ethernet) to support the transformation
• Locate and identify facilities at the VA locations (including outside cable plant, router, and infrastructure capabilities to identify VA internal assets required to support circuit transformations
• Provide VA network supportability, network design and application hosting configuration, that must all be brought into alignment with modernized service delivery
• Compile, analyze and create reporting and project schedules to comply with customer deliverables
• Assist with capturing requirements for customer deliverables

Network Operations Technician

Responsibilities:

• Provided high quality Tier 1 & Tier 3 remote surveillance using SolarWinds monitoring tools, Meraki and operational support of multiple and expansive IP networks and peripheral devices for CenturyLink’s Networx customers.
• Identified and responded to incidents while performing rudimentary triage and resolution of the customer’s LANs, WANs, internet and other data communication systems.
• Managed incoming customer calls in a call center/dispatch environment; opened & tracked repair tickets using Remedy ticketing system, and monitored the ticket queue for proactive tickets.
• Provided updates and responded to emails on customer issues while adhering to corporate network standards and maintaining service level agreements.
• Supported requests for DNS changes (add, changes or deletions), investigated BGP alarms; processed configuration changes, requests for password resets and managing the ticket queue.
• Collaborated with a diverse group of the network operation technicians for the repair activity of broadband, narrowband and wireless services access to isolate layer 1 problems on DS0, DS1 and DS3 circuits on the IP platform, VPN and MPLS Network.
• Monitored and tracked incident management work flow, escalations and dispatches for repair.

Project Analyst

• Coordinated the provisioning of new installs, adds, changes & move orders.
• Conducted weekly meetings with divisional Sales Managers/Sales Reps & Agents to resolve issues relating to missed due dates.
• Advised Agents of changes needed to the customer contracts, pricing changes and creating and managing action items to ensure problem resolution.
• Orchestrated the support for the National Partner Customers including acting as the interface between the TWC Regions, National Customers and National Channel Managers.
• Executed the order process to ensure order fulfillment by generating reports, analyzing information, obtaining proper updates from necessary parties.
• Advised Channel Partners of various sales methods such as internal billing practices, steps to request changes to contracts, timelines for acquiring construction permits to ensure they are following FCC regulations.
• Assisted in TWC Partners on existing and new modules of the CRM database and updating of Salesforce.

Business Services Support Specialist

Responsibilities:

• Responded to local and corporate escalations pertaining to the installation of the customer's services.
• Advised customers on questions related to sales, retention and billing inquiries to meet customer expectations and resolve any customer concerns.
• Arbitrated the process in restructuring the overall escalation process to ensure maximum efficiency when resolving issues.
• Processed toll-free orders and port requests for BCP services to
• Orchestrated the quality control process by correcting customer billing errors, processing rate code adjustments and service errors.
• Supported various aspects of the customer experience including setting up accounts and scheduling installations.

Circuit Designer Engineer (Contractor)

Responsibilities:

• Coordinated the provisioning, design and installation of customer circuits.
• Supported line cost savings initiatives by processing regrooms by redesigning circuits with shorter routes resulting in overall customer savings.
• Spear-headed the development of practices and procedures for circuit installation.
• Performed end-to-end order processing in support of circuit installs using Verizon's provisioning order systems.
• Collaborating through consistent communication with internal operations, customers, account team and the LEC to managed the implementation and timely delivery of customer circuits.