EXPERIENCE

Lead Engineer, CalNet3/FED NOC Technical Assistance Center, Business Service Delivery and Confidential

• Perform engineering work and design implementation relating to Network Management Service maintenance functions including participation in the development of plans and schedules, evaluation and modification of configurations on customer premise equipment ranging from small routers to large optical switches
• Monitor and respond to proactive alarms and customer support calls
• Analyze equipment and establish operating data
• Make configuration changes in response to customer needs/requests
• Implement, modify, and troubleshoot VPN, Firewall, and Remote Access solutions
• Evaluate new technical requirements for compatibility with deployed system design
• Provide high-level off-hours support on a rotating basis with other on-site engineers
• Identify capacity and performance issues for communications traffic to ensure continued, uninterrupted operation of communications systems
• Conduct testing of disaster recovery plans as it pertains to communication equipment to detect faults, and minimize malfunctions
• Act as liaison between the customer and other network vendors e.g. Cisco Avaya on high-level support issues
• Provide direct interface with other CenturyLink departments in support of the customer's network

IT Application Support Analyst

Confidential

• Provided technical support at IT Wireless Number Porting WLNP Helpdesk to internal customers various Sprint teams: CCAT, NMS, Enterprise Test, NPS Development, EAI, MQ and external customers included Sprint vendors: AMDOCS, Cap Gemini, Telcordia in resolving issues, defects, tickets and incidents related to SMG application that connects various telecommunication companies' billing systems and allow customers to port telephone numbers communicating timely and effectively with Developers, System Admins, Testers and Project Managers located in USA, India, Brazil and Philippines
• Developed policies and procedures to enable WLNP Helpdesk personnel to quickly resolve defects, incidents and tickets escalated to WLNP Ops team by Number Porting Call Centers
• Searched shared corporate document depositories to help peers and customers find answers to questions related to number porting applications' and databases' functionality, and provide WLNP Helpdesk personnel training and technical guidance
• Supported Sprint IT projects during pre-deployment, pre-production testing phases Acceptance Testing, User Acceptance Testing ensuring completion of projects on schedule and within budget resulting in improvement in porting and billing system applications and databases
• Used my knowledge of various number porting databases or applications NMS, NPS, SMG, CSM, Clarify FOM to help resolve complex number porting problems in production and test environments
• Coordinated with Telcordia SMG vendor and Cap Gemini Clarify vendor to resolve testing defects raised by Enterprise Test and CCAT teams during different test phases of project life cycle
• Using Business Objects, MS Excel, MS Access and MS Power Point, I created weekly and monthly reports to inform Sprint executives of customer porting volume to identify customer win/loss trends
• Published a Scorecard using Business Objects, MS Excel, MS Access and MS Power Point that shows performance of WLNP Desk in resolving tickets within established SLA
• Created and maintained user accounts and privileges in SMG to ensure secure access of application to end users
• Provided off hour support to customers to ensure timely resolution of critical issues

Technical Support Technician, IP Services Network Operation Center

Confidential

• My duties were to take full ownership until resolution of network trouble by troubleshooting, testing and fixing Frame Relay and MPLS circuits taking independent action, rarely requiring guidance
• Used Netcool to proactively monitor customers' and Sprint's data network to identify and fix issues quickly, ensuring minimum impact
• Performed surveillance, triage, repair, and scheduled maintenance activities of Sprint's IP network
• Provided advanced technical support and mentored less experienced team members
• In a customer facing position I provided Superior Service to customers, vendors, LECs, Voice Data repair organizations, as well as other internal Sprint workgroups
• Responsible for identifying and resolving customer reported network trouble including remote trouble diagnostics and correction
• Answered incoming customer calls during overflow/outage situations
• Updated status to customers on an as required basis
• Escalated network trouble issues to higher levels of fix groups to ensure timely resolution
• Actively worked with local exchange carriers and Sprint's internal Operations Centers to ensure service is active and restored within the Service Level Agreements

Other Skills

• Decade plus experience working in a Call Center, Helpdesk and Network Operation Center environment
• Hands on experience of working with WAN technologies Frame Relay, Private Line, MPLS, ISDN, DSL, ATM, VPN configuration of Cisco Routers, Routing protocols OSPF, BGP, DNS, EIGRP Security concepts ACL, NAT Testing and Troubleshooting T1, T3 circuits at Physical, Data Link and Network layer level LAN cabling and configuring Cisco Switch
• Work with various Trouble Ticket management systems including Remedy and HP OpenView
• Word, Power Point, Excel, Access, Outlook, Business Objects, Visio, Project
• Adobe Acrobat

VOLUNTEER WORK

As Vice President and Secretary, Board of Directors, Columbia Knolls Council of Co-Owners since 2011 I review statements of work and task orders submitted by service providers to ensure accuracy purchase equipment for management office analyze balance sheets, income statements, and other financial documents prepare budget perform research to find alternative to current service providers in order to save money negotiate with owners over delinquent accounts with help from legal