IT SKILLS:

Operating Systems: Windows NT, 95, 98, 2000, 2003/8, 2010 ME, XP, 2007, 2010 and DOS, Mac OS, Retail Support, Sales Working with Avaya and PBX Telephony Support in Call Center Environment. Network Operations Center Tech Tier 3

Internet: Internet Explorer 9.0 Netscape, People Soft, AP/AR/GL, PC anywhere.SMS, Citrix

Networks: WS - FTP Pro, WAN/LAN, TCP/IP, FDDI, VoIP, ACSR/CSG, Laptop, Desktop and Printer Support, DWDM,SONET, FIBER, SONUS, SS7, BROADSOFT,DMS 250,300, 5E, LNP, Legacy Systems

Network Hardware: Motorola Moderns, 3com Ethernet cards, Servers, Lotus Notes, VPN, Netcool, TBS

Applications: MS Office 2008, Outlook Express, Outlook 2008, Remedy, Clarify, Crystal Reports, Siebel

Database: SQL Server, Oracle 9i, 11i, CRM, Active Directory, Blackberry, Palm, DOCSIS, Openview

EXPERIENCE:

Network Operations Engineer

Confidential

Responsibilities:

• Highest level network reliability technician responsible for ensuring proper maintenance and operation of telecommunications systems and equipment, including identifying or resolving network hardware and software performance issues.
• Position analyzes and tests various transmission equipment in order to isolate and resolves customer issues.
• Responsible for performance of various transmission equipment such as fiber, digital cross connect equipment, M1/3's, sonet equipment, power and synchronization.
• Position responsible for escalated customer trouble tickets relating to circuit hierarchy, service orders, and transport equipment. Tests, isolates, documents, and resolves customer service issues on DS3, and above services.
• Technician sectionalizes and works with other technicians to understand the scope of outages, customer impact, and looks for alternative routing and communicates progress and results clearly. Determines priority of action and additional resources required, based on severity of service interruption.
• Monitors intelligent network elements as to facility and equipment states, performance, and alarms, and perform switch-to-protects and equipment diagnostics.
• Provides accurate information to field operations, engineering, planning or other designated departments to resolve customer service issues Provide information via Outage and Root Cause Analysis reports.
• Participates in, or completes projects and duties as needed.
• Acts as a point of contact for escalations and elite customer requests.
• Works on special projects taking on leadership roles (Ex: Tier 2 Migrations) Leadership with new hire on-boarding & training.
• Demonstrated leadership of outage bridges and visible events.
• Represents the NRC at selected meetings or in some decision making. .
• Develops and documents best practice processes and procedures for the NRC.
• Work with other departments to improve the maintenance flow to the NRC.
• Provides guidance and training to junior technicians and on the job training to new technicians Redistributes work assignments among technicians or technical resources as needed, to meet customer goals for network performance.
• Provides technical advice to management. Initiates new projects to improve our business.
• Demonstrated advanced knowledge/comprehension of all vendor troubleshooting guides for Sonet, DWDM, Digital Cross-Connect equipment, Synchronization or Central Office Environmental. - DWDM asynchronous hierarchy and demonsrated ability to test, isolate and resolve circuit or equipment trouble/issues.
• Demonstrated advanced working knowledge of testing DS0 and above services, digital cross connect equipment, synchronous and asynchronous and DWDM hierarchies.
• Demonstrated working knowledge of MS Windows Products (Office, Excel, Word, Email.) as well as Telnet, PC and Unix, Vendor GUI and alarm monitoring applications. Experience withDS3, Nortel Sonet, Fujitsu Sonet, Lucent Sonet, CISCO Sonet, Lambda Unite, DMX PPN, DWDM.

Confidential

NOC/QNCC Switch Ops Tech

Responsibilities:

• Maintained Switches using Nortel DMS 250/300, Sonus NGS VoIP Products DS3/DS1,0 on CTL Long Distance, Provided LEC Support for Technicians to do nightly maintenance on 3 rd shift.
• Provided support on IMS,Broadsoft,SS7 Platform, STP’s, basic network troubleshooting of DS1/DS0, transport, switch and network IP topology in the Network Reliability Operations Center 24 x7 Environment.
• Communicated to Confidential Departments to get issues resolved. Took inbound calls and made bridge calls for vendors and Confidential Customers.
• Used Software tools to isolate and resolve hardware issues, perform nightly maintenance, Firmware loads, ISDN, IMT, FGD.
• Used Remedy, Dr Transport ticketing systems give status to customers, outages, NEMC event s, resolve alarms using monitoring tools such as Broadsoft, Netcool, NMA, Tivoli, Metaswitch, Intas,, Acme Packets, DSP, IP Unity, Microsoft Desktop Applications, Sonus NGS/VoIP, BBND STP’s, Unix Commands, Translation and Transport Troubleshooting, Cisco, Customer Premise Equipment
• NIU/CSU/DSU, PBX, extended Demarcs, Muxes, transport switches and routers.
• Used LERG, 26 Codes routing and homing.
• Resolved QOS issues such as: Latency, jitter, echo, static, PDD hi/lo Volume, One way Audio. 1+, 8XX, International, Operator Services and AIN routing.

Confidential

NATIONAL MONITER TECHNICIAN

Responsibilities:

• T1, Ethernet over copper, DSL, Point to Point, MPLS IP VPN, Managed Security services, VOIP
• Net Analyst, Netcool monitoring, TBS, Remedy, Clarify, SONUS Networks, Siebel Auditing Accounts.
• Worked with multiple Local Exchange Carriers Such as Verizon, ATT, Bellsouth, and Confidential .
• Trouble shoot users internet connection problem over phone
• Prepare trouble tickets and submit them to the repair team
• Assist customer in isolating there network down to Confidential CPE and
• Testing connectivity, Bandwith Port in Out TN, Krypton, Reset passwords in Confidential Business Center
• Dispatched Local CLEC techs for hardware repair at Smart Jack.

CUSTOMER SERVICE HARDWARE/SOFTWARE SUPPORT

Confidential, Boulder Colorado

Responsibilities:

• Currently provide hardware support engineer service calls for AS400.
• Dispatch, perform VM WARE upgrades, service thousands of end user business partner and external customers.
• Provided desk side support for laptops, desktops, ID Admin, Active Directory, and Lotus Notes Administration.
• Supported multiple Confidential Clients: Confidential Server series switches, DECA and Government Accounts. Worked inbound and out bound call center 24x7 environment.

NOC ADMINISTATOR HELP DESK

Confidential

Responsibilities:

• Provided support for Web Hosting clients. Worked in a 24/7 NOC.
• Utilized Confidential openview, monitored Cyber centers, Escalation tools. DNS, TFTP, WAN/LAN, VLAN e-mail support.
• Remedy and Clarify were our ticketing systems to maintain client accounts and information. Took calls from engineers and various clients for problem determination and resolution.

NOC CUSTOMER TECHNICAL SUPPORT

Confidential

Responsibilities:

• Maintained switches through extensive audits using CSG and Oracle Databases for local markets.
• Also provided support to Technicians and Managers through VoIP technology for Confidential Digital Voice.
• Provided CMTS support for DOCSIS cable modems through the Head end/ TRAC technology TFTP.
• Updated and audited customer accounts in CSG, dropped CRT rates for call center monitoring by 50%.
• Maintained switches by updating FQDN, DQOS special audits VoIP in the GUI technology.

TECHNICAL SUPPORT

Confidential

Responsibilities:

• Determine call routing through use of web KB tools.
• Familiarity with VPN(s), Novell Netware, Tivoli, client-server computing, account modifications, escalation procedures, and network connectivity issues gained.
• Used Remedy ticketing agent to route calls to Field Technicians.
• Provided extensive desktop and laptop support using Windows XP Professional. Boulder, Colorado.