Summary

Over 10 years as a Telecom Professional. Experienced in the Provisioning and Maintenance aspect of Layer 1, Layer 2 facilities, Network support of layer 3, Frame Relay, LAN, WAN, and Managed Services. Highly experienced in the Provisioning of Managed Services utilizing Cisco Routing and IP Networking. Circuit Testing Utilizing Cisco Routers. Experienced in Test and Turn Up Phases with Carrier, Frame and Switching Network Operations. Experienced Operations, Project, Service Delivery Team. Recently attained CCENT (CSCO11617813) and presently working towards CCNA.

Confidential, New York, New York

Service Delivery Manager

• Provide a single point of contact, customer liaison, responsibility and ownership for C&W and the customer
• Support C&W US & UK Service Delivery & Operations (including elements of Project Delivery)
• Manage and support the US customer and third party supplier underpinning contracts
• Governance Meetings - chairing regular meetings with the customer to present in-service performance information, end-of-life / technology roadmaps / specific SIPs
• Investigate specific service failures and customer dissatisfaction, developing Service Improvement Plans that help prevent re-occurrence
• Ongoing management of Network Provisioning and Maintenance Issues.

Provided provisioning, testing and turn-up support of Cisco Routers for Managed Internet Service for small, midsize and large business customers.

• Performed network trouble analysis and isolation utilizing various Operating Support Systems
• Diagnose and resolve complex network troubles in a timely manner
• Serve as Customer Liaison throughout the provisioning process
• Collaborate with Network Element support team to resolve provisioning issues, the Local Exchange Carriers (LEC) to resolve automation fall-out, and AT&T Labs Tier IV to troubleshoot test & turn-up issues.
• Facilitate activity between customer, Account Executives and LEC’s to ensure scheduled due dates are met.
• Circuit testing and provisioning and testing using Cisco routers.
• Provide Cisco equipment expertise and IP knowledge via conference calls with technical support groups, customers and their suppliers during test & turn-up phase.
• Knowledge of MPLS
• Trouble shoot customer issues by providing a direct interface with the LEC for accessing Cisco and other CPE equipment,
• Monitor all customer and corporate circuits ranging from 56k, DSL to T3 connections.
• Assist customer in troubleshooting of network throughput from the customer inside network through the AT&T cloud out to the internet.

Confidential, New York, NY

• Provided Account Executives with Sales and Technical Support for product/service offerings to meet customer business goals and network requirements
• Ensured adherence to Service Delivery Model for customer and product scope; responsible for contract management and administration
• Assembled ad-hoc cross-functional teams of subject matter experts to troubleshoot complex Network Provisioning and Maintenance issues; Managed Network Provisioning orders and large projects)
• Managed Provisioning and Maintenance issues with regards to pending orders, troubles, and projects to ensure commitments delivered as scheduled
• Managed internal escalation of Network Provisioning/Maintenance issues to appropriate organizations and executive levels to expedite resolution
• Customer Liaison. Technical lead for onsite- solutions
• Coordinate with teams to ensure installation meet design requirements.

• Managed Network Provisioning and Maintenance of Enterprise Business Customer facilities (T1’s, T3’s, and OC3’s). Trained Central Office Technicians in the network provisioning and maintenance of Layer 1 and Layer 2 facilities.
• Assist customer in troubleshooting of network throughput from the customer inside network through the Verizon network.
• Circuit Testing utilizing Cisco Routers 1800, 2600 models
• Supervised and trained 50 Central Office Technicians (COTs) in the New York City Enterprise Call Center, access design, turning up point to point circuits. Design and selection of the access method from Central office to Customer site.
• Managed escalation of issues to appropriate organizations and executive levels
• Management of site surveys. Including onsite visits in high profile cases.
• Customer liaison in high profile cases.
• Design and selection of access method into POP’s and Carriers.

• Performed Network Provisioning and maintenance of T-1’s, DS0, DS1, DS2, DS3, Digital Multiplexers for Enterprise customers. On site supervision and management of 20 to 25 field technicians. Peformed Test and Turn ups with Carrier, Frame and Switching NOCS.
• Circuit testing utilizing Cisco routers 1800, 2600 models.
• Assist customer in troubleshooting of network throughput from the customer inside network through the Verizon network.
• Technical lead for implementation of on-site solutions.
• Improved Provisioning and Maintenance Field Team‘s daily job completion rate from 2.5 per day to 3.2 per day through one on one coaching, monitoring workload, and taking disciplinary action as needed.

• Member of Maintenance and Construction team which provided network provisioning and maintenance of aerial and underground Layer 1 facilities for the copper and fiber-optic network.
• Management of site surveys, including onsite visits in high profile cases.

Skills

• Operating Support Systems: Clarify, TIRKS, Instar, EFMS, SOTS, T-BERD,
• Equipment: CPE, CSU/DSU, Digital Multiplexers, Frame Relay, DCE, DTE, Cisco Routers 2600, 2500, 7600, 1800 series, Cisco Catalyst 2950 switches
• Knowledge of Cisco routing, IP Knowledge and networking of switched, data networks, TCP/IP, RIP, IGRP, VLAN, Default Routing, Static Routing, Basic Router configuration, Command Line Interface, knowledge of MPLS, Managed Services.
• MS Office