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SkillsAnalyzing complex issues within telecom networks, employing systematic problem-solving approaches to identify and resolve issues swiftly.Training technicians and coaching peers, fostering a knowledgeable and skilled workforce.Designing and creating comprehensive training materials, including job aids and courses, to facilitate effective learning and skill development.Strong verbal and written communicator, interacting with enterprise customers to understand requirements and provide clear technical explanations.Extensive experience in conducting network operations testing across various transmission levels, from DS0, SS7, DDS to OCx, Carrier Ethernet and ISDN, utilizing tools such as SARTS, React, NMA, Netsmart, MLT, and Predictor.Proficient in provisioning and troubleshooting on a range of telecom equipment, including Fujitsu FLM150, 4100, 600, 2400, 9500, Nortel Optera Metro 3500, and DDM2000. Cisco 15454, Adtran TA5000,,ADTRAN OPTI 3 several Cisco switches and routers.In-depth familiarity with 3/1 cross-connect systems, including Titan 5500 and 6500, as well as 1/0 cross-connect systems like Decxs and Arcadacs.Expertise in DACSIV systems, ensuring efficient and accurate signal routing and management.ExperienceConsolidated Communications, Concord NH December 2008  September 2023Central Office TechnicianDiagnosed and repaired a wide range of telecom equipment, including switches, routers, and modems, minimizing downtime and optimizing network performance.Expertly installed, tested, and maintained circuits, ensuring seamless communication services for customers.Conducted routine maintenance to extend equipment lifespan and prevent service disruptions, enhancing overall system reliability.Managed and maintained the DC plant, ensuring consistent power supply to critical telecom infrastructure.Monitored and maintained battery systems, rectifiers, and distribution panels, guaranteeing uninterrupted operations during power outagesCollaborated with cross-functional teams to oversee backup power solutions, including batteries, diesel generators, and turbines.Conducted regular testing and maintenance of backup power systems, ensuring their readiness to sustain operations in emergency situations.Walked field technicians through setting up test equipment and testing DS0, ISDN, T1, T3 circuits.Worked closely with fellow technicians and engineers to troubleshoot and resolve complex issues efficiently.Adhered to strict safety protocols and industry regulations while working on high-voltage equipment and power systems.Trained new technicians on equipment repair, circuit installation, and power system maintenance, contributing to the skill development of the team.Installation and repair of circuits, repair of equipment, and DC plant performed above objective which was 14 jobs per day, repeats below 1%, time to repair below average time.Quick emergency response time covering 41 central offices when on call.Verizon (formerly Bell Atlantic), Manchester NH February 1996 - December 2008Central Office Technician NOCProficiently conducted comprehensive testing of enterprise customer circuits, ranging from DS0 circuits to OC192, ensuring optimal performance and reliability.Utilized advanced testing methodologies and equipment to identify and rectify potential issues, minimizing service disruptions for valued clients.Served as a mentor and coach to junior technicians, providing guidance and hands-on training in circuit testing procedures and best practices. Trained over 80 technicians testing analog circuits, digital circuits, and complex performance monitoring.Expertly diagnosed and resolved chronic circuit issues, employing a systematic approach to identify underlying causes and implement effective solutions.Addressed incoming calls from enterprise customers, promptly assessing their concerns and providing clear and concise technical assistance. Received several commendations from customers.Demonstrated excellent communication skills in translating technical jargon into easily understandable information for non-technical stakeholders.Maintained and updated the Enterprise Solutions job aid database, ensuring that the most current and accurate information was readily accessible to the team.State coordinator for pretest training program. I trained nontechnical people to take tests to qualify for technical jobs. I trained more than a couple of hundred people and the pass rate was over 98%.Trained the trainers in the pretest training program.Nynex, Tewksbury MA June 1993 - February 1996Customer Service AssistantEffectively managed incoming calls from customers in the repair department, attentively addressing inquiries, concerns, and service requests.Demonstrated exceptional communication skills to ensure customer satisfaction and deliver prompt resolutions. Received numerous commendations from customers.Proficiently conducted testing and troubleshooting of DS0 POTS (Plain Old Telephone Service) lines, identifying technical issues and performing necessary repairs.Employed technical expertise to restore communication services swiftly and efficiently.Meticulously verified switch translations for cuts in various systems, including 1ess, 5ess, DMS10, and DMS100.Ensured accurate routing and call handling, contributing to seamless telecommunications operations. Headed a project and created procedures the verify dispatches in to switch translations group. Percentage of correct dispatches in went from 40% to 99%.EducationNashua Community College, Nashua NHAssociates in Applied Science with a concentration in telecommunications.August 2002 - May 2006Studied internet technology, electronics, physics and fiber optics. I graduated summa cum laude.AwardsVerizon Excellence Award, 2001I received the Verizon Excellence Award for my work on a team in the Enterprise Solutions group. The goal was to bring Customer satisfaction of our Enterprise Business customers from 86% to 96%. I gave a PowerPoint Presentation to over 80 technicians on the resources we had to identify what the cause of a trouble was in the most efficient way. I explained when and how to use alarming data, performance monitoring data, and testing data to resolve circuit troubles to get the customer back up as quickly as possible.