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Mobile: PHONE NUMBER AVAILABLE EMAIL AVAILABLEExperienced Telecommunications Professional with over 25 years of experience in telecommunications and customer service. Results-oriented visionary with a unique background in Collective Bargaining Units, Network Operations, Customer Service, Solutions Development. Qualified with the business acumen to make salient decisions to achieve premium quality, cost-effective deliverables amidst rapidly evolving market conditions. Exceptional organizational skills, capable of solving complex personnel issues while maintaining all aspects of client relationships. A demonstrated ability to successfully implement change management initiatives with extensive record of accomplishment of managing complex client projects and supervising diverse teams. CORE COMPETENCIESTeam Management Networking Equipment Customer Service Technical Training LAN/WAN implementation SUMMARYWindstream Corporation Contract position via Econometric/Manpower March 2022 August 2023 Work From Home AssignmentTechnical Design Engineer Service Delivery:Worked independently in a highly technical environment with ever changing technologies & support needs, while successfully prioritizing installation assignments, ensure quality check is completed prior to scheduled installation. Review circuit layout to determine the network solution and required network components needed to fulfill an order or confirm network components have been fulfilled by PTD. Make the necessary feature or design changes in accordance with customer requirements and update configuration builds. Customer interfacing soft skills prior to Network build as necessary. Professionally communicate technical networking concepts as necessary to customers.Specialized Skills:o Configured complex Ethernet products and services (SD-WAN). o Directly accesses network elements to support Windstream managed equipment configuration work required. Ability to configure, troubleshoot, and resolve products or technology issues related to MPLS / EIA / standard BGP / SD-WAN.o Route and implement IP routing protocols, DHCP & NAT settings, Standard BGP/Wireless. o Apply QOS/COS configurations for MPLS/Layer 3 products and services to SD-WAN. o Work with minimal or no support, while providing support to Service Activation Team. o Able to react to change productively & handle other essential tasks as assigned. Windstream Corporation20 South Clinton Avenue Rochester, New York 14604 Service Activation Technician (SAT), II: October 2018 February 2020 Responsibilities include working independently in a fast-paced and highly technical environment with ever changing technologies & support needs, while successfully prioritizing installation assignments, ensure quality check is completed prior to scheduled installation, and completing installation. Review circuit layout record CLR and determine the best network solution and required network components needed to fulfill an order or confirm network components have been fulfilled by PTD. Make the necessary changes customers may require at the time of installation, update configuration builds, order details, including but not limited to feature order design. Perform customer acceptance during installation process/testing of services. Customer interfacing soft skills during scheduled coordinated activations. Professionally communicate technical networking concepts as necessary to customers.Specialized Skills:o Directly accesses network elements to support Windstream Managed Equipment configuration work required. Ability to configure, troubleshoot, and resolve Windstream product or technology issues related to data installation(MPLS / EIA / standard BGP / SD-WAN)o Configure or troubleshoot the applicable PE Routers (Cisco 7600, Cisco ASR and Juniper) o Configure BGP and OSPF routing protocols.o Route and implement IP routing protocols, DHCP & NAT settings, Standard BGP/WIRELESS/IPSEC. o Apply QOS/COS configurations for MPLS/Layer 3 products and services. o Configure or troubleshoot Windstream managed equipment from the core elements to the point of customer termination in either co-location areas or switch sites (Adtran and Cisco) o Configures or troubleshoot Complex Ethernet products and services (SD-WAN) o Work with minimal or no support, while providing support to Tier I technicians and installations. o Able to react to change productively & handle other essential tasks as assigned. Enterprise Repair Center (ERC), Network Operations Center Technician I: April 2016 September 2018 Responsibilities include but are not limited to the following: acting as a Customer Advocate when interacting with the Local Exchange Carriers to resolve voice, data, and VoIP related services. This includes analyzing, testing, trouble isolation, associated network repairs and configuration. This occasionally includes any issues related to physical layer issues as well as customer premise equipment. Provide accurate and timely status to customers on a regular basis, work in conjunction with external internal employees (Field Technician s and Engineers) to troubleshoot and resolve customer issues. Escalate any unresolved issues internally and externally (LECs and other carriers) on behalf of the customer.Specialized Skills:o Expeditiously identify and resolve root cause issues related to T1 and T3 services. o Experienced with the voice switches and edge routers with regards to troubleshooting, specifically Lucent 5eSS, Nortel DMS, Genband G9 as well as Cisco and Adtran routers. o Performs Loop testing on T1 and analog facilities. o Troubleshoot and configuring MUXs.o Familiar with Windstream engineering Circuit Layout Records (CLR) and Design Layout Records (DLR) utilizing MetaSolve / NextGen and dispatching tools (Remedy). o Familiar with Alcatel-Lucent and or Tellabs DSCS for analyzing T1 and T3 circuits for errors and adding. o Conducts remote Digital Access and Cross-connect system (DACS) or Digital Cross-connect System (DCS) cross connects on T1 and above facilities.o Troubleshoot DACS/DCS cross-connect issues and the ability to add/remove cross-connects. (Advanced Voice and Advanced Data).o Conduct DACS, MUX and multi-link configurations if applicable. Xerox Corporation October 2015 April 2016700 Resend Road Webster, New York 14580 April 2012 June 2013 Supervisor, Customer Service:Manage a team of Strategic Business Unit Customer Service, Tier II Representatives to fully meet and exceed organization KPI expectations. To promote a proactive approach to device troubleshooting and Customer Service; exceeding the expectations of our client, ensuring quality standards are exceeded.Specialized Skills:o Function as an active change agent to exceed internal and customer requirements. o Proactively counsel and mentored team performance to achieve KPI targets. o Evaluate improvement processes.o Analyze statistical trends and opportunities.o Test and resolve devices offered within the enterprise. o Maintain open communication policy and motivational demeanor. o Proficiently resolve escalated customer concerns o Apply Human Resources policy related to the Coaching and termination of employees. o Collaborate with Human Resources to interview and select exempt employees. CenturyLink Corporation Contract position via Apex September 2013 June 2015 500 North New York Avenue Winter Park, Florida 32789 Network Reliability and Operation Center (NROC)Network Operations Technician:Responsibilities include, but are not limited to the following network configuration, provide support for the enterprise and LAN/WAN environments, network grooming verification, troubleshooting, triage outages and provide root cause analysis.Specialized Skills:o Familiar with the configuration and operation of various proprietary network equipment including Cisco 1800-7600 series, Alcatel Lucent 7750, Alcatel 1631 SX, Juniper MX960, Juniper MX480, Redbacks SE-800, Marconi T1100/ASX4000, Ciena 3300/5305o Expeditiously identify and resolve the root cause of issues related to Metro-Ethernet, Frame Relay, ATM circuits and the ALU Cloudo Promptly identify and resolve issues related to E-911 PSAP / ALI Links o Accurately assesses impact to LAN/WAN network/services impacting customers, utilizing the layers of the OSI model.o Expeditiously identify and efficiently resolve layer 1 through 3 issues related to network operations. o Familiar with various proprietary CenturyLink testing, engineering (MetaSolve / CIRAS) and dispatching tools. Frontier Communications January 1989 November 2011 180 S. Clinton Ave - Rochester, NY 14608Supervisor, Commercial Network Operations Center (C-NOC): 2009 2011 Supervised the Network Operations Center; accountable for a team of Network Technicians responsible for network configuration, circuit turn-up (residential and commercial), provisioning, network groom, troubleshooting/triage outages and root cause analysis and trouble ticket management. Partnered with the sales, sales support, marketing, and regulatory organizations in evaluating new business opportunities.Supervisor, Provisioning Department: 2007 2009Coordinated installation orders/repairs, dispatched field technicians to meet service commitments daily work functions, related to job assignments. Provided on-going technical support related to the installation of external and internal customers, specifically High-Cap, High-speed and circuits orders.Local Manager, Carrier Services: 2002 2007Supervised a team of Network Technicians; responsible for installation and repair High-Cap services. Provided support for E-911 services PASP (Public Safety Answering Points) in five Counties (installation, repair, and preventive maintenance). Provided dedicated support for High Cap customers.Operations Manager, Lucent Switch: 1997 2002Supervised a team of 96 diverse Network Technicians and Field Supervisors, responsible for the integrity of switching network & physical plant, including over 63 sites.Accomplishments:o Thrived in multi-departmental teams.o Collaborated with Human Resources to recruit, interview and select exempt and non-exempt employees.Proficiently responded to first and second level Collective Bargaining Unit grievances o Administered annual training budget $500,000.o Administered Capitol equipment budget $750,000. o Coordinated switch installations, software upgrades and outage resolution. o Liaised with Lucent Technologies Engineering Support Team. o Authored training and evaluation processes for central office operations.Implemented Sr. Frame title.Reduced central office disquiet with the implementation of Sr. Frame Title by 15% o Facilitated implementation of state-of the art preventive maintenance program to achieve OSHA compliance. Line Construction / Central Office Technician: 1989 1997 Responsibilities include, but not limited to the following: operated various construction machines related to digging, pole setting, Arial and underground cable / fiber installation, service transfers, preformed trouble analysis related on the Lucent 5ESS, required OSHA Building and Safety Preventive Maintenance routines, installation of central office orders and providing support to the Field Technicians.PROFESSIONAL DEVELOPMENTComprehend power requirements relevant to network installation.Net +Equipment specific training:Mitel-200EL, Mitel-3300 IPC, NorStar CIC and MICLucent 5ESS, AIN Services & Local Number PortabilityCML E-911 Response SystemPositron E-911 Response SystemLucent 5ESS Switch HealthLeadership Skills trainingo Proficient resolutions to confidential grievancesExcellent analytical, communication and reasoning skills EDUCATIONComputer Technician, Manhattan Career Institute, New York, NY 1985 Computer Technician, DeVry Technical Institute, Woodbridge, NJ 1984 |
