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Click here or scroll down to respond to this candidateCandidate's Name
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PHONE NUMBER AVAILABLE EMAIL AVAILABLELinkedIn https://LINKEDIN LINK AVAILABLENetwork Operations Center Engineer / Call Center Supervisor / Incident ManagerSeasoned NOC Technician / Engineer / Customer Care AdvocateExperienced in creating and implementing SLAs and KPIs.Experienced with implementing network procedures in a network operations center environment.Excels in troubleshooting and effectively documenting myriad network operations issues.Excels at incident management.Award winning customer satisfaction background.Certification HistoryJuniper JNCIA R&S Sep 2020Cisco CCNA Cisco Certified Network Associate, R&S Nov 2015Cisco I CCNP: Expect Encore 350-401 by 8/30/24.Tekelek Eagle STP Troubleshooting (TNS Non-Certificate) Oct 2010Nortel DMS-300 Translations June 1996Nortel DMS-250 Translations June 1996Tellabs TITAN 5500 (DACS) C&W Operations 1998Cable and Wireless proprietary certifications:SST Operations, SPC Operations; Transmission Theory; H.S. Digital MUXSkillsExceptional and award-winning customer satisfaction.Excellent in Incident Management.Competent in network configuration management, and all maintenance issues.Experienced with LEC / IXC / ISP / Vendor Operation & Interaction.Experienced in TDM, SS7 and IP network troubleshooting.Experienced in Data Center Operations.Proficient with Netcool, Spectrum, Remedy, Splunk, Solar Winds, Service Now.Proficient in Microsoft Word, Excel, Power Point, One Note.Experienced in analyzing and interpreting various network protocol data.Relevant ExperienceDSI Tech Ashburn, VA 9/2022 to 2/2024NOC TechnicianMonitor and act upon network alarms.Utilize Solar Winds Orion network monitor and alarm system.Utilize Service Now ticketing platform.Handle incoming calls and emails from customer and vendor partners.Work, own and resolve all customer issues to SLA expectations.Quadrant - Falls Church, VA 7/2021 to 12/2021NOC Technician(Contract Position for GTL)Monitor and act upon network alarms.Utilize Solar Winds Orion network monitor and alarm system.Utilize Service Now, Remedy and other ticketing system.Handled incoming calls and emails from customer and vendor partners.Worked, owned and resolved all customer issues to SLA expectations.Sprint Reston, VA 8/2015 to 9/2020IP Technician II Network OperationsMonitor and act upon myriad network alarms, to include, but not limited to:Cisco CE and PE routers.Juniper PE routers.Multiple proprietary devices, platforms and services.Prioritize and work both proactive and customer generated trouble tickets.Respond to customer inquiries and issues from e-mail, phone, and Sprint web portal.Work, troubleshoot and escalate all issues with vendors to ensure timely resolutions to meet customer expectations.Work closely with peer groups and higher-level technical groups on both customer and network issues.Train, mentor and motivate junior technicians.*Disclosure: Began as contractor though LanceSoft, INC. Made Sprint Associate April 2017Transaction Network Services Reston, VA 8/2010 to 8/2014SS7 NOC SupervisorMonitor and manage the workload on the TSD Desk to ensure that the work is appropriately distributed.Ensure that staffing and skill levels are maintained throughout operational hours.Supervision of technicians including performance management activitiesAct as an escalation point and assist technicians in providing first-line support as needed.Produce statistical reports as directed by management.Troubleshooting circuits (DS0, T1, DS3, OC-X etc.) SS7, wire line and wireless services.Troubleshooting and analyzing GSM, CDMA, IS41, LNP, CNAM, LIDB, CLASS protocols.Provide direct support to internal and external customers to mitigate service impact resulting from network events. Provide protocol analysis support for SS7, wireline, and wireless services.Responsible for monitoring network surveillance systems, responding to alarms and error conditions. Performing routine and corrective maintenance on network elements to include: SS7 links and SS7 routing and screening for ISUP, TCAP, GTT.Working knowledge of SS7 Protocols and SS7 network elements. Proficient in SS7 message analysis using PIC and INET protocol analyzers.Experience with Cisco switch and router interface configuration.Arbinet, Inc Herndon, VA 6/2000 to 9/2008NOC ManagerManaged the operations of 10 to 17 team members in Customer Service, Network Operations, and Corporate Communications.Created infrastructure for NOC staff.Liaised with carriers, entailing the establishment of procedures between the two centers on how circuit outages will be handled.Measured and provided monthly reports on circuit and network availability.Established goals and objectives for group.Ensured that all new equipment and services were operationally supported.Scheduled and notified customers of all maintenance activities.Ensured that senior management was aware of any network activities that could be business impacting.Identified IT requirements and enhancements for automating and making NOC more efficient.Configured both Nortel and Cisco PBX to include user administration.Identified staff and system requirements needed to accomplish key functional goals.24 x 7 on call supportNET2000 Herndon, VA 12/1999 to 6/2000Director Switch EngineeringDirected 4departments:DMS Switch Translations,SS7 Infrastructure, and 911 service implementation.Field OperationsDirected NPA/NXX administration and Fraud Control.Charged with 24x7 on-call support.Cable & Wireless, Inc - Tysons Corner, VA 6/1998 to 11/1999Sr. Manager Configuration ManagementManaged 3 departments:DMS Database Translations,Domestic and International switch routingData Configuration.Responsible for training and mentoring junior managers.Provided 24 x 7 on call support.Teleglobe, Inc McLean, VA 9/1996 to 6/1998Switch EngineerManaged all aspects of switch translations and routing in DMS300 based switch network.Applied knowledge of numerous international circuit protocols in switch translations.Worked closely with vendors in SS7 trunk set up, CIC / Route set creation, etc.Provided 24x7 on call supportEducationEmbry-Riddle Aeronautical University 1982 to 1985Aeronautical ScienceFalls Church H.S. 1982High School DegreeOtherCommercial Pilot: Fixed and Rotary Wing RatingsCertified Flight Instructor Airplane Instrument (Previous)PADI Open Water Diver CertificationMember Sigma Chi Fraternity |
