Alvin D. Williams

SUMMARY

An experienced telecom professional with an extensive background in customer support, operations, administration and support structures with technical experience, strong analytical skills with the ability to diagnose complex problems while consistently delivering effective solutions. The ability to adhere to policy and guidelines. Direct and motivate departmental teams has proved an invaluable asset in the successful completion of projects.

PROFESSIONAL EXPERIENCE

Spectrum Wireless. 2013-Present

Cell Phone Tower Technician

Ensure highest level of safety and quality control requirements are upheld.

Antenna installation of microwave links 1 to 9 foot.

Experience working with monopole, guyed and self-support towers, with various center lines.

Completing close out packages to vendors quality & service level.

Pathing ensuring RSL is within service levels.

Coordination of picking up material for new sites to preparation of cleaning finished sites.

OSHA 10 certification.

First Aid and CPR certification.

RF awareness certification.

Bechtel Passport.

Installation of up-top equipment including masts, clamping, bracing, supports, antennas, RRUs, ODUs, IDUs, cabling, bolting, true up, shooting proper azimuth within tolerances, reading maps and a compass, torque to spec, labeling, picture-taking, documentation, plumb and tilt readings with smart level.

Complete JHA’s and daily work logs.

Perform Anritsu test: Load, short, open, also capture Exfo images for close out packages.

Photograph work tasks as needed for close out packages, ensuring all safety regulations are in place.

Responsible for own tool inventory and upkeep daily on job site.

Ability to operate aerial lifts.

T-Mobilexxx-xxx-xxxx

Specialist Technical Care Representative

Answer calls and deliver exceptional customer service to build customer satisfaction and loyalty.
Troubleshoot all technical inquiries regarding network coverage, device information and data services.
Utilize all online resources/tools to troubleshoot and diagnose customer issue for resolution.
Use applications to view customer network profiles.
Keep aware of possible trends and report these findings for tracking.
Stay current with email notification regarding network issues.
Support Customer Care in times of need by answering calls with billing, coverage, and troubleshooting related issues.
Complete ongoing training to stay abreast of product, service and policy changes.
Provide effective and timely resolution of a range of customer inquiries
Strive for one-call resolution of customer issues.
Increase the customer experience by providing information on new products, rate plans, and services.

RYLA Teleservicesxxx-xxx-xxxx

Network Support / Command Center Analyst

Primary interface for all technology-related matters and responsible for capturing reported issues, properly documenting requests and assigning resources based on time and staff availability
In person, email, and phone support for clients, internal employees and vendors for software, hardware, and network issues. Based on internal & external incident escalation protocols.

Managed internal profiles in Active Directory, network logins, access levels, distribution list, access policies, and applied critical updates during system outages.

Supported Microsoft Office, Microsoft Outlook, Internet Explorer, and Cisco VPN client
Supported various operating systems including Windows 98 and 2000, Windows XP, Windows NT Server, Windows 2003 Server, Avaya Cms.

Performance Monitoring: Monitoring of Performance, Network Traffic, Intrusion Detection via standard Ryla procedures. Opening tickets and assigning to the proper group/person as necessary.
Password resets and individual account creation. Assist with Desktop Support for employees on Production Floor when necessary

Daily monitor of track-it ticketing systems queues for all technicians to ensure SLA’s are being met

AT&T, Piscataway NJ 2005- 2007
Provisioning Technical Engineer (Voice & Data) / Project Manager

Managed the installation of dedicated wide area internet connections at various speeds from the common backbone to various customer locations.
Provisioned OCX, T3’s, fractional T3’s, T1’s and fractional T1’s, ATM, and Frame Relay
Manage Business accounts from start to finish with a 45 day Test & Turn up Deadline for all accounts
Conducted post sales technical interview on each site or account with customer, telecom manager, sales rep, PBX vendor, to confirm network specifics i.e. (IP sub netting verifying how many usable IP addresses each network needs /29 to a full class C we were able to provide, vectors for toll free, DNS, digits their PBX needs to see to route calls, site dialing, caller id, directory listing, also confirmed if customer will be porting numbers after final test and turn up. Perform tele-install on Cisco 2811 routers & Juniper routers with PBX Vendor.
Various Business accounts provisioned based on business specifics HIPCS Migration accounts, IP Flex Reach, IP Toll Free, VDNA accounts, TDM PBX and also Remote Worker.
Responsible for single Test and Turn up, and Final Cut over on each customer’s account.
Created route and digit translation tables based on the dialing plan provided by vendor in the Excel switch, also if expedited situation able to manually load numbers in various switches 5ESS, TDM, & DMS. Provided 24/7 on-call support for all Networking applications

IDT CORP, West Long Branch NJ 2003 –2005

IDT NCT Tier 2 Operations Support

Supported and maintained VoIP telephony environments for vendors

Tier 2 support for MSO’s IP Telephony issues (dialers, voicemail servers, DNS, MTA and SS7). Accountable for call routing issues, contacting multiple vendors to resolve LNP billing

Troubleshooting SS7 circuits and use of snoop tracing tools to capture data packets

Performed updates on active Cedar Point switch. I.e. To all call features.

Advised and trained MSO’s Tier 1 team on-call related issues for packet cable (toll free,

CNAM, LNP, SS7, MGCP, All billing issues and the LERG Table Structure)

Responsible for troubleshooting the physical network transport facilities including LD /ILD/LOCAL trunks with special concentration on direct connects and access tandems

Provisioning on subs accounts, E911, LIDBC, DL

Created route and digit translation tables based on the dialing plan provided by vendor in the Excel switch

Provided 24/7 on-call support for all Networking applications

Monitored ticket management system (Tomcat & Cvoss) to make sure all deals are completed

EDUCATION

DeVry University North Brunswick NJ 2005

Associates Degree Computer Information Systems

Cittone Institute of Technology, Edison NJ 2000

Certificate in Electronics & Networking

Avtech Institute 2006

Cisco Certified Network Administrator

Organizations

La fayette Lodge #27 Rahway, New Jersey F.&A.M.

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