PROFESSIONAL SUMMARY:

• Experienced technical telecommunications and IT professional with a successful background in developing innovative solutions to operational challenges.
• Obtained progressive front line experience in the areas of customer service operations, data entry, sales support, quality assurance and technical Voice/Data telecom applications.
• Proven ability to think strategically and plan proactively in a fast paced, customer focused environment.
• Experience has been in staff management and training, technical support, account maintenance and computer operation. Activities have placed emphasis on coordination and implementation of telecom/IT services, plans and programs on national and regional levels.

SKILLS/TOOLS:

Microsoft, BMC Remedy, BPPM, Entuity Eye of the Storm HP Non Stop, Windows NT and Hekimian Test Platform's React 2000/2001 , ITAS, Net Analyst , Procomm, Netcool, Cisco 15454, Nortel 6500, 3500, 5200,Titan 5500,Alcatel 1630,1631,DMS 250,300

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Specialist

• Tracking customer interactions and problem resolution using Remedy ticketing system
• Provide exceptional customer service and technical support for complex products or service concerns
• Evaluate customers concerns and resolve problems to customer satisfaction
• Follows up with customer to ensure first call resolution and achieve and deliver 100 customer satisfaction.
• Monitor network alarms and resolve issues in timely manner

Confidential

FCC Analyst

• Monitor all VOIP alarms and outages within Cox network
• Maintain logs and records as required, generate reports to monitor daily outages
• Review tickets generated in Remedy ticketing system and track to resolution
• Interface with equipment vendors to diagnose and troubleshoot network issues
• Responsible for coordinating dispatches for field techs
• Report any major outages to FCC as it pertains to guidelines.

Confidential

Tech Support Analyst

• Respond to customer's requests for technical services, answering questions on the function and use of products
• Apply understanding and knowledge of information systems products and services to assist customers on technical matters.
• Recognize research, isolate and resolve information system problems
• Recognize customer's problems that should be escalated to the next level for resolution following established protocols.
• Maintain up-to-date knowledge of products and customer entitlement options to provide proper information to customers
• Maintain appropriate records and prepare reports as required

Confidential

NOC Analyst

• Provide Tier 1 support for remote monitoring,management and administration to support WorldPay IT Services.
• Provide troubleshooting, repair and escalation of issues affecting IT cloud and services in line with agreed SLA's
• Provide management and monitoring of job scheduler in accordance with operational procedures.
• Respond to infrastructure, network and security events including monitoring CCTV
• Receive incoming calls client calls for Service Desk outside core Service Desk hours via
• telephone,email,voicemail or other automated alerts logging call details onto call management systems and provide response escalation and resolution within SLA.
• Correlate and provide 1st line resolution for all events and related incidents.
• Close events and incidents to satisfactory conclusion in Remedy service management system.

Confidential

Network Control Technician

• Receive analyze, monitor and resolve network problems in a timely manner
• Provide remote support in a 24x7 to resolve DS1/DS3 circuit outages
• Interface with the WNMC and Local Exchange Carriers to ensure restoral of service and to prevent chronic outages
• Create, track, escalate, update and resolve trouble tickets
• Coordinate with LECs and field technicians to ensure vendor meet resolution
• Perform DS1 and DS3 testing to validate specific trouble conditions
• Identify procedural errors, chronic issues and network alarms
• Provide and track all performance monitoring data for trouble tickets exceeding 30 days

Confidential

NOC Analyst

• Provide support for critical CDMA/iDEN T1 circuits using real time notification of circuit faults, remote T1 testing, analysis, notification, trending of faults and escalation.
• Provides real time and near real time responses to LEC's, WNMC technicians, technical support groups. Provides on-line knowledgeable assistance and coordination facilitates efforts with MSOs, field engineers, service providers, vendors.
• Initiates, updates, tracks and closes network trouble tickets updates and escalates in accordance to procedures. Upon receipt of Telco T1 trouble tickets, follows procedures to identify the LEC for trouble resolution, provide verification of fix action.
• Additional duties included scheduling dispatches and maintenance requests

Confidential

Network Analyst

• Provided maintenance and install support and end to end testing with field techs.
• Primary responsibility was assisting field techs with configuration of CSU/DSU's at customer premise along with install and trouble shooting ,64k,T1 and T3 circuits for Frame Relay and ATM service thru Nortel Passport switches.
• Responsible for downloading configurations for routers and performing ping tests to ensure end to end connectivity.
• Additional duties included performing pre-service checks prior to install date. Verifying the mapping, cross connects and equipment at the switch was configured.
• Interfaced with provisioning and LECS upon completion of circuit testing and updating Remedy ticketing system regarding test results.

Confidential

Network Project Manager

• Provided technical sales support for domestic and international Frame Relay,
• ATM and Voice Services on large projects for Global Account teams.
• Primary responsibilities were tracking orders to ensure orders meeting time intervals.
• Interfaced with provisioning and LECS to escalate any orders that were in jeopardy.
• Troubleshoot and clear alarms in DACS, check mapping and cross connects within the network, test new install circuits 24-48 hours prior to activation and turn up and assisting on scheduled activation at circuit delivery date.

Confidential

Network Analyst

• Provided maintenance and install support for T3,T1, Frame Relay, ATM and Private Line services.
• Responsibilities included end to end testing and continuity thru the Sprint network.
• Also required to verify mapping and cross connects built correctly in dacs, confirming no alarms in physical layer of network.
• Upon receipt of Telco T1 trouble tickets, provided assistance and coordination to field engineers, service providers and vendors.
• Updated, tracked, initiated and closed network trouble tickets escalated in accordance to policy procedures.