OBJECTIVE:

Currently seeking a position in a challenging, yet rewarding career field, as a Help Desk Technician/ Field Engineer, which I can develop and maximize my skills and knowledge in a manner that will be an asset to my employer. I am a highly motivated, diligent and well - rounded professional, willing to learn and grow alongside your respectable organization.

AREAS OF EXPERTISE:

• Organization & Time Management, Staff Training and Development, Team Building, Office Management, Investigations, Records and Information ManagementExperience
• Foreign Affairs Recreation Association | Dept. of State |
• Responsible for managing new and renewal of FARA memberships
• Ensure that all new members are properly updated in CSI tracking system
• Responsible for answering telephones and transfer to appropriate staff member
• Responsible for producing and distribution of newsletters, charts and promotional material
• Thru-out DOS using Microsoft Excel, PowerPoint, Word, Excel and Publisher
• Maintain and update all company inventories
• Set-up and coordinate meetings, conferences and travel for Chairman of the Board and Board members
• Responsible for security clearances for all FARA employees and visitors
• Maintain all office equipment

TECHNICAL SKILLS:

• Proficient in Microsoft Office Word
• Excel
• InfoPath
• Access
• Outlook
• PowerPoint
• Microsoft Windows operating system
• Mac operating system
• Dell/HP & Lenovo Desktops
• LaserJet Printers
• Inkjet Printers
• Networking
• Outlook
• Adobe Acrobat
• Adobe Pro

PROFESSIONAL EXPERIENCE:

Member Services Representative

Confidential

Responsibilities:

• Responsible for delivering high quality customer service to all members and guests
• Greet and service members in a friendly and professional manner
• Attentively and promptly respond to member needs via telephone or in person
• Admit members by scanning their membership card and appropriately respond to inquiries regarding membership account
• Enter sales transactions for members, including program services and product payments
• Process member paperwork including address changes, member cancellations, new members, electronic funds transfer and payment

Local & Long Distance Customer Service Technician

Confidential

Responsibilities:

• Responsible for Administrative duties such as customer support, opening tickets in Remedy
• Responsible for answering a high volume of phone calls, tracking issue via Excel
• Performed troubleshooting on voice and data networks by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems within the long-distance network
• Responsible for coordinating testing, troubleshooting, and loop repair with the Regional Bell Companies & Interexchange Carriers
• Provided technical support in the Long-Distance Facilities
• Utilized Nortel DMS 250, Lucent 5E, and SONUS Switch to pull call records and routing information
• Verify call paths by investigating SS7 records through Proscan/ProTrace applications
• Knowledge of the OSI Model for the purpose of troubleshooting networks

Escalation Coordinator

Confidential

Responsibilities:

• Lead cross-functional teams to support outage resolutions for IP, ATM, frame relay, and Confidential FIOS
• Responsible for maintaining detailed reports documenting cause of outage and resolution via Excel spreadsheet
• Provide on-line assistance and coordination by facilitating efforts with service providers, vendors and other Confidential support
• Initiate, track, update, and close network trouble tickets using Remedy and V-Repair ticketing systems
• Order, track, and report on all circuit activation activity
• Manage, track and report on all network circuit installations
• Coordinate ASR process with customers and LEC’s
• Handle stressful, time constrained, problem resolution situations
• Communicate complex issues effectively through written and oral communication to internal or vendor personnel

NOC Lead Tech

Confidential

Responsibilities:

• Maintain and update the Preliminary Daily Report
• Assists WNMC2 Manager with creating daily reports to upper management regarding Telco escalations for cell sites issues.
• Schedule Central Office/NOC testing and maintenance using Change Management/Change Control scheduling tool
• Monitored, diagnosed, tracked network issues using HP Openview, Netcool, MSO Surveillance, Basic Unix, and clarify
• Initiate, update and track outages using Clarify NTM trouble ticketing system
• Help to enforce team goals and objectives and assist in employee development and training
• Routine research completed daily on all Flashable events within the operations center, timely updates and escalations as well as recommended troubleshooting steps for resolution
• Function as liaison between vendors, management and markets
• Training and coaching technicians on the service desk
• Supervised all personnel in the operations center in the absence of management

Dispatcher

Confidential

Responsibilities:

• Responsible for scheduling installations of work orders and trouble tickets.
• Deal with all aspects of the scheduling process and rescheduling as necessary, distribute tasks for Field Support Technicians, maximize and adjust daily work load, facilitate same day dispatches/escalations
• Acts as liaison between the Field Support Technicians, Field Operations Managers, and Sales department to ensure the efficient completion of cable installations.
• Troubleshoot issues with the Field Service Technicians
• Move, Add, Change or Delete requests with regard to service DSL Line issues.
• Summarize and compile Order Status reports

Field Service Engineer

Confidential

Responsibilities:

• Acceptance testing and system maintenance on new and traffic bearing Titan 5500/S High Speed Digital Cross Connect System. This includes the 128, 256, and 1024 system sizes?
• Acceptance testing on Titan 257 Echo Cancellers
• Executing software/hardware upgrades and resolving complex system performance issues
• Test OC-3, OC-12, STS-1E, DS3 and DS1 Facilities
• Repaired and restored service outages
• Responsible for tracing cables out to point of termination
• Required to lift, carry, set-up, climb and take down ladders
• Interface with customers to analyze installation and repair issues
• Proven ability to lift up to 100lbs
• Test using the Digital Light wave ASA 312, the T-Bird 2310 and the Dell Latitude portable computer and various technical manuals and computer disks
• Extensive travel as well as the ability to perform critical maintenance window activities

Level II Technician

Confidential

Responsibilities:

• Analyze call detail data on DEX 600 and DEX 600E switch
• Work with other carriers in central office to repair troubles
• Update database files
• Troubleshoot faults on the network
• Coordinate repairs at customer sites
• Make changes in translations: T-1, 800 numbers, account codes, route changes and calling cards
• Worked independently to plan, coordinate and manage special projects associated with network provisioning
• Provided DS3/DS1 facilities for Customer Access and Hub Interconnection
• Coordinated complete provisioning process from sending ASR’s to receiving FOC
• Designing CLR/DLR’s to the final step of test and turn-up of circuits with the Operations and Switch teams
• Escalated circuit design problems with Facility Carrier providers and Operations Technicians as necessary
• Interfaced with Customer Provisioning to discuss circuit design requirements and potential problems to ensure customer satisfaction