TECHNICAL SKILLS:

• Microsoft Office products Metasolv (TBS) (database) DISA Direct Order Entry (DDOE) TNC CENT Web Portal
• (database) (TCOSS) Confidential Facility &Engineering (database) Circuit Order Request Entry (CORE) Clarify
• (trouble ticket system) Harris DDOE Java Tom provisioning database Remedy (trouble ticket system Spirent
• React Circuit Testing Database Centest Circuit Testing Database ASR Processing and Support XNG/Granite
• Database Training Sales force Close Tabs SCOM - Secured Server Monitoring Database ITSM (Accenture/
• Remedy Trouble Ticket Database Vision App - Secured Server Network Access/Administration

WORK EXPERIENCE:

Tier 1 Operations Support Technician

Confidential, Reston, VA

Responsibilities:

• Responsible for network support of Confidential datacenters throughout the country.
• Interface with field technicians to ensure proper operation of client servers, circuitry and power equipment.
• This involves opening and closing of maintenance windows.
• Provide status on trouble tickets.
• Enforcement of remote hands to ensure the customers needs are met regarding their servers, circuitry, power equipment, etc.
• Responsible for managing incidents and outages on the network, making sure to escalate when necessary.
• Assist in monitoring Confidential, alarm and access/control systems
• Schedule and notify customers of maintenance windows that may be visible to their network or impacting to the data canter
• Network Provisioning of T1,DS3 and Fast Ethernet circuitry using MUX, Cisco, Brocade switches .

LNP Coordinator

Confidential, Fairfax, VA

Responsibilities:

• Submission of various Confidential orders to the Telecommunication Service Processing (TSP)
• Experience with reading and understanding Confidential Customer Service Records (CSR)
• "Scrub" Station Review data against all Confidential records to ensure that all lines have been documented that are to be ported from former carriers, IXC’s LECS, etc.
• Identify and document all circuits and telephone numbers that need to be disconnected
• Working knowledge of Confidential services such as Winbacks, Porting, DID, POTS, Centrex PRI, Channelized Confidential - 1
• Good administrative and communication skills

NOC Analyst

Confidential, Reston, VA

Responsibilities:

• Monitor customer-facing production systems using online tools.
• Analyze data and metrics, interpret operational trends, react to changes in expected system behaviors and patterns in a timely manner.
• Handle telephone and e-mail escalations from customer care, local markets, engineering, or management.
• Host and coordinate outage bridge troubleshooting calls and engage additional resources as needed to resolve service impacting events.
• Maintain accurate recordkeeping, incident timelines, turnover logs and status reports.
• Perform routine maintenance on systems including change requests, data gathering requests and patch implementations.
• Correlate events across multiple subsystems to narrow down potential root causes of problems.
• Perform troubleshooting to fix initial minor problems with Unix and MS Windows systems and applications.
• Identify technical issues that cannot be corrected quickly, and escalate them to appropriate engineering teams.
• Own production operational issues for products by issuing initial response, data gathering, tracking, and resolution where possible as well as determining escalation protocol based on the nature of the issue.
• Make recommendations regarding new tools and procedures that will aid in overall system uptime and reduce time to issue resolution.
• Maintain productive relationships with peer organizations and vendors.

Provisioning Coordinator

Confidential

Responsibilities:

• Responsible for the ordering and activation of bundled telecom services (commercial customers) using salesforce and close tabs databases as a provisioning tool. The services in question were high speed data, business class phone voice services and digital video.
• Tasked to coordinate with Time Warner National Agents and Subagents to ensure service contracts had the necessary requirements for order completion and activation of the telecom services. o This also included daily e - mail and phone communication with technicians in the field to make determinations whether or not the sites are deemed service for TWC services or construction was required.
• Orders had a 24-48 turnaround time to be submitted, so it was mandatory to stay on top of the process to ensure overall customer satisfaction.
• Tier 1 Troubleshooting for data trouble situations.

Circuit Actions Specialist

Confidential

Responsibilities:

• Provisioning of Confidential government communication systems on the FTI project, this involved the conversion of circuitry from the Confidential platform to the Confidential .
• Assisted the engineering department with the determination of facility assignments within the infrastructure of the network.

Project Coordinator

Confidential

Responsibilities:

• Moves, adds & changes on business lines, Centrex & VOIP customers. This involved using the TBS/Metalsolve as a tool to track orders from beginning to completion.
• Follow up with customer with verification of services delivered or services being disconnected.
• Using Centest & Net Analyst for Test and turn up of DS1 circuitry for the western region, coordinate with

Confidential

Operations Tech

Responsibilities:

• Testing and acceptance of T1's, and PRI's.
• Placed E911 Test calls on E911 verifications, Clean up & Disconnect of T3 circuits Confidential Level 3 gateways.
• Regularly used Remedy and Clarify tracking databases to open trouble tickets on circuits that are getting AIS alarms, bouncing or down hard if the troubleshooting did not put the circuits back to normal operation. Created trouble tickets for nightly maintenance of trunk groups with Confidential & Confidential, Confidential and Confidential and other telecom vendors. This involved going into DMS switch and changing the status of the trunks. As part of the disconnect process, verified the facility port assignments were removed from the database and the billing was suspended.

Operations Technician

Confidential

Responsibilities:

• Track the progress of the trouble resolution and escalate to the appropriate network operations department as needed. Status the customer according to the Sil level matrix.
• Other essential functions are: Accepting inbound calls
• Tier 1 Troubleshooting for voice and data trouble situations
• Providing timely trouble status to key customer contacts
• Tracking trouble situations
• Escalating trouble situations as necessary
• Providing account teams with page notification of key customer situations
• Interacting with other Tier 1 Representatives.
• Status of trouble issue to customer in line with Sil Level Matrix
• Created trouble tickets for nightly maintenance of trunk groups with
• Confidential & Confidential, Confidential and Confidential and other telecom vendors, This involved going into DMS - 250 switch and changing the status of the trunks
• Test and Acceptance of DS1 circuitry as part of the Confidential network validation process

Operation Technician

Confidential

Responsibilities:

• Proactively monitored networks to ensure proper circuit operations.
• Responsible for monitoring of environmental alarms Confidential manned sites nationwide from the Ring
• Trouble shooting DS3 and above circuitry, by tracing circuit paths in the Confidential network.
• Identifying circuits for potential re groom of the network. Identify and resolve issues pertaining to the operation of these circuits with other departments in the company.
• Provisioning of DSX, Sonet and other transport equipment in the company database to ensure complete routing information is correct for circuit operation.
• Auditing of all sites in Confidential network, to verify transport equipment, matches what databases show.
• Verify any circuit which migrated over from LCI to the Confidential network went successfully. This mostly consisted of re grooming circuits and validating usage on circuits that Confidential was billing the customers, but not receiving payment on.