Customer Communications Technician Resume Minneapolis, MN - Hire IT People

PROFESSIONAL SUMMARY:

Reliable Telecommunications Technician skilled in troubleshooting, diagnostics and repairs. Keeps systems running optimally with quality installations and maintenance. Highly knowledgeable about system and equipment operations.
Troubleshooting and repair
Installation and maintenance
Work order completion
Customer service
Equipment installation and repair
Team work
Time management
Safety protocol adherence

EXPERIENCE:

Customer Communications Technician

Confidential, Minneapolis, MN

Responsibilities:

Act as first point of contact for Public Safety Answering Points (PSAP), emergency situations and outages on emergency (911) Monitor alarms for PSAP circuits. Monitor, survey, and analyze 911 and ALI alarms. Event correlation including 911 outage notification to the FCC.
Perform remote testing, isolation and restoration of multiple switch types as well as CPE using various software applications.
Interacts to manage and coordinate work efforts by interfacing with several work groups, both internal and external, escalating as necessary. Interface with Law Enforcement as part of the Security Response Center to provide assistance in Life - Threat situations.

Operations Technician

Confidential, Minneapolis, MN

Responsibilities:

Take incoming customer calls and create trouble tickets that summarize customer repair issues.
Responsible for analyzing, resolving, and escalating as appropriate problems that are received directly from the customer or from other support organizations.
Using Remedy and WFA ticketing systems and INTAS testing application to remotely identify, diagnose and resolve complex network problems involving power, network hardware including routers and DACs, CSU/DSU and carrier services.
Technical expertise includes fundamental knowledge of the following: TCP/IP, BGP and OSPF routing, LAN technologies, Cisco, Juniper, and Nortel platform technology and software, VPN theory and application, firewall policy application. Some knowledge of VOIP systems.