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Network Controller Resume

Burlington, MA

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.

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