Network Controller Resume Burlington, MA - Hire IT People

SUMMARY:

Tenacious, self - motivated Telecom Professional who exceeds expectations by quickly grasping new concepts and continually strives to become a dependable resource in the work environment.
Delivers unsurpassable troubleshooting skills matched with superior customer service to produce satisfied internal and external customers.

Extensive experience with vendor management.
Ability to effectively discuss technical issues with both engineers and end users.
Ability to maximize productivity by prioritizing

PROFESSIONAL EXPERIENCE:

Confidential, Burlington, MA

Network Controller

Responsibilities:

Responsible for customer and provider interactions ensuring all technical issues are well documented.
Working as liaison between customers, providers, and iBasis’ internal teams to resolve low to critical level network events.
Troubleshooting TDM network elements such as E1/T1, DACS, DS1 and DS3 and addressing H323, SIP, SIP-I, SS7 (ISUP & MAP) signaling issues.
Providing network engineering support on issues with Mobile solutions like GRX, SMS Hubbing, Global Mobile Signaling, Roaming.

Confidential, CAMBRIDGE, MA

Support Engineer

Responsibilities:

Responded and managed to completion support requests from Confidential customers.
Troubleshooting often involved network, systems, applications, and end-user interaction.
Setup new customer configurations in the Thinking Phones UC platform, and configured customer-side network devices for Confidential .
R&D on platform to include new hosted Confidential features.
Participated in special projects such as application rollouts and the racking of a data center.
Developed customer management modules and provided in depth on the Confidential ’ platform.
Utilized Nagios and SmokePing to monitor packet loss and latency and minimize call degradation.

Confidential, Boston, MA

Network Operations Center Analyst

Responsibilities:

Monitored multiple network nodes utilizing Confidential Orion, taking proactive measures to correct any potential threats to system uptime focusing on latency and packet loss.
Validated system alerts and performed troubleshooting procedures, using discretion to decide which errors should be escalated to an underlying carrier or the Network Engineering team.
Uploaded configurations to Adtran Netvanta 3200 series routers and upgrade firmware.
Documented provisioning of devices in MySQL; maintaining inventories and warrantee information.
Generated network diagrams in Microsoft Visio for existing and proposed infrastructure.
Maintained ticketing system to include time line of events and reason for outages.
Compiled various reports, for management, Vice President, and CEO, regarding number of open and closed tickets, high volume traffic, and customer complaints.

Technical Services Representative

Confidential

Responsibilities:

Successfully ordered circuits, submitted disconnects and coordinated delivery based on customer’s needs, keeping all parties up to date as milestones were reached.
Managed all porting of DIDs and E911 verification for Confidential VOIP platform.
Reviewed contracts to determine if contractual obligations were fulfilled; calculated and applied early termination fees.
Updated Accounts Receivable codes in Microsoft CRM so that additional charges would correctly flow into the billing system and be posted on customer invoices.
Received top accolades from management for demonstrating a willingness to learn and work through the challenge of providing excellent support with minimal .

VoIP Service Operations Representative

Confidential

Responsibilities:

Served as customer advocate and consultant while providing end users with 24/7 phone support; collected necessary data to escalate issues to Tier II NOC.
Documented the stability of an emerging platform by tracking the status on all VoIP tickets.
Produced troubleshooting tutorials and created service level agreements for IP products.

Confidential, Quincy, MA

Elite Field Operation Representative

Responsibilities:

Facilitated relationships with new vendors, obtained wiring quotes, and secured new contracts for nationwide wiring projects.
Dispatched technicians to job sites to perform site surveys; assessed information obtained in surveys and authorized work orders to complete various scopes of work.
Effectively monitored, supported, and evaluated the technicians’ ability to accurately install low voltage cabling.
Maximized company profits by utilizing cost efficient vendors, accurately itemizing billable hours and materials, and ensuring proper invoicing by locating and correcting billing errors.