SUMMARY:

• DNS, Active Directory, Citrix XenApp 5 and 6, FTP, SFTP, Remote Desktop and other Windows Server 2008 and Windows Server 2003 Roles
• Dedicated team member who excels at independent tasks, as well as, helping to accomplish team goals
• Excellent analytical and problem - solving skills, with the ability to arrive at decisions skillfully
• Experience with IP, ATM, ADSL, ADSL2+, Gigabit Ethernet, and Frame Relay
• Experience with SIP (VoIP)
• Knowledge of North American and European Telecom standards
• Visual Basic, and C
• DWDM, SONET, SDH, Network Management Systems (both Unix and Windows)
• TL1 knowledge
• Completed Project Management course
• Strong with Excel and Word
• Moderate with Power Point and Visio
• SAP, CRM (Salesforce with Customizations)

EXPERIENCE:

Confidential, Dallas, TX

Responsibilities:

• Successfully spearheaded the migration and Go-Live activities for the US and LAT customers in to the CRM tool
• Provided planning in order to cut emergency response time from 12 minutes to 2 minutes
• Part of a motivational team that is to assist engineers to interact with the customers in a more successful manner
• Process Development and TL9000 Experience
• Gap Analysis for the combination of 3 companies being merged
• Participated in meetings for tool, process, documentation, and general process differences
• Participating in the end to end process mapping and gap analysis in order to more efficiently integrate the newly merged companies
• Participated in TL9000 audit including preparations and coordination for Technical Assistance Center and Technical Assistance Center Labs

CRM System Administrator

Confidential

Responsibilities:

• Key member of team responsible for Salesforce replacement of existing Customer Relationship Management Tool
• Performed User Acceptance Testing
• Created customer and internal documentation to assist with Go Live of Salesforce CRM Tool
• Responsible for Go Live Activities for North and Latin America
• Performed training for customers at all levels in order to introduce them to the Salesforce solution and our new direction for providing services
• Assistance with daily IT troubleshooting of customized sections of Salesforce
• Responsible for contract entries for customized sections which required SAP entries and maintenance
• Coordinated between IT and facilities in order to assist integrating the Coppell facility into the Confidential corporate infrastructure
• Responsible for Video Solutions and assistance with Sonic Firewall, Juniper Firewall, Cisco Switches
• Responsible for PC Migration to new image

Manager of Technical Assistance

Confidential

Responsibilities:

• Responsible for troubleshooting of hardware and software issues for DWDM, Confidential, Network and Element Managers
• Responsible for software upgrades on DWDM, Confidential, Network Management Systems
• Responsible for installation of Windows OS as well as features and roles
• Installation and configuration of Active Directory (Domain Controller), DNS, and Citrix Xenapp6
• Troubleshooting for SDH, SONET, Ethernet
• GMPLS experience on SDH cross connects
• Provided FTP server maintenance and implementation
• Accountable for the creation and distribution of technical bulletins, test schematics, installation documentation and technical procedure manuals
• Project management experience with multi-site turn-key installation and testing for DWDM, Digital Cross-Connect, and Network Management System.
• Responsible for effort estimates for services work for DWDM, X-Connects, and Network Management Systems.
• Responsible for support lab maintenance and planning
• Responsible for Windows Server 2003, 2008, 2012, 7 and XP Professional maintenance
• Troubleshooting on Linux and Unix servers
• Assistance with piloting both internal tools and processes
• Software verification testing for NMS products
• Setup On-call schedule
• Approve time off
• Approve travel (requests and expenses)
• Assist in determining lab budget
• Pay out on-call

Confidential, Fort Lauderdale, FL

Senior Customer Support Engineer

Responsibilities:

• Responsible for troubleshooting ADSL, ADSL2+, SHDSL, Multicast Video over xDSL, Network Management Systems, and DSLAM equipment with ATM or Gigabit Ethernet network interfaces
• Responsible from troubleshooting and upgrading fiber to the home Fiber to the Home product with voice, data, and video services being delivered to the home
• Responsible for troubleshooting of transport networks for customers including AT&T, MCI, Sprint, British Telecom and China Networks
• Accountable for the creation and distribution of technical bulletins, test schematics, installation documentation and technical procedure manuals
• Facilitate formal technical instruction courses for customers and strategic partners
• Responsible for software upgrades on Confidential, DSLAM equipment, SUN workstations, Network Management Systems, Windows based systems and element management systems
• Provided FTP server maintenance and implementation of PC and Unix platform software
• Implemented an adversity testing process prior to shipping equipment to MET Lab facilities creating a cost savings of 21%
• Customized training documentation in order to focus customer’s attention on relevant information

Confidential, Dallas, TX

Level 3 Customer Support Engineer

Responsibilities:

• Responsible for installation and maintenance of UNIX workstations
• Accountable for customer site installation and product equipment verification
• Provided for all client training on telecom network systems
• Supervised and facilitated testing for Sonet and SDH
• Achieved a 14% cost reduction by implementing a quality control process for early fault identification on board equipment
• Recipient of the Director’s Award, issued to individuals that exceed customer expectations by going “above and beyond” expected responsibilities