I perform the tasks of analyzing customer trouble reports, troubleshooting probable cause and determining both broadband wireline and wireless RF performance is degraded. I also perform direct and indirect device /hardware analysis, when possible I use remote test tools to clear impairments detected and engage other fix agents as required.

I perform remote testing circuit types including landline and wireless circuits I am familiar with all aspects of Broadband network elements. I am familiar with Lucent, Motorola, & Nortel OEM base stations within the Sprint RF cellular wireless network. Testing includes both Mobile and stationary devices. I troubleshoot network inter-operability of LTE, 4G, 3G and CDMA 2000, EVDO, UMTS
I am considered a SME for DDS DSO DS1 DS3, OC3 services along with area radio and RF performance/propagation

I am in contact with corporate customers who require technical support and the need for direct communication of problem resolution and expedited restoral. I also respond to escalations at all levels and provide resolutions that meet or exceed customer expectations

· I am expert at troubleshooting and problem isolation. One of my strengths is that I always work to expedite service restorations thus saving valuable time and resources. I enjoy any challenges that come my way and always work to learn and improve my skills

· My current work also requires communication of test schedules, status and results which are communicated to users and upper management

· I have acquired excellent negotiation, strong communication and customer interface skills

· I am a team player who enjoys leadership roles. I also have strong interpersonal skills which helps facilitate mentoring & interaction with engineers & other technicians. I always work to complete all projects and assignments in a timely & professional manner I still have a deep desire to continue to learn and I enjoy working in a fast-changing environment;

• SME of telecomm backhaul/ transport services, including DS0,DS1,DS3 Sonet, Ethernet, HDSL T1 and more

I was the project manager of larger state lottery projects in both Maryland and Pennsylvania. Directed and managed field services and personnel in the removal refurbishment & replacement of terminal equipment with little or no service interruptions

I am familiar with and have worked on UHF,VHF SSB radio & microwave transmitters/receivers & antenna’s. I understand propagation theory and its practical applications along with cellular coverage/penetration

I am an experienced user of capacity management tools and perform analysis that assists network engineers to determine where capacity adds are required

Skills

Instructor for all levels of telecommunications

Field services supervisor

Field radio installation

Electronics bench technician (radio -handheld and base station)

Experienced in both remote and local methods of troubleshooting of wireless and wireline telecommunications

Utilizes all manner of related test equipment from TBERD to spectrum analyzers including all software tools related to troubleshooting and analysis

Network Operations Center (NOC) or Service Desk Technical Support Supervisor Including Customer Service and Trouble Ticket Analysis.
Wholesale & Enterprise Services technician in a 24x7 365 high pressure environment’s.

Supported all major government agencies that utilized Transport services in NY & NE Including Public safety services (NYC 911 * FDNY alarms/call boxes).
Worked within Service Level Agreement (SLA) parameters including all aspects of MTTR practices.

New products and services manager/instructor.
Experienced in all levels of service outage and restoration methods including
Re-design/ re-engineering whenever necessary to expedite service restoration

TECHNICAL EXPERIence

Software/Databases/Tools: MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Access,
Lotus Notes WFA-C, WFA-DO, WFA-DI, Tirks
Operating Systems: MS Windows, RFanalysisy and capacity tools

Hardware/Networking/Telecom: CDMA, EVDO, 3g & 4g LTE, BTS capacity, LAN, WAN, Ethernet IP, UHF/VHF/SSB, Radio systems, Radars & Microwave, DS0, DDS DACS, Frame & central office wiring, NMA, DWDM, ADM, CFA’s ATM, Frame Relay Sonet (OC-3 to OC-192), expert in Analog, Voice, DDS, DS1, T1 HDSL DS3/T3, CSU’s & DSU’s DTE NIU’s & private line voice communications ,RF/wireless & cellular communications analysis, antenna’s, Base stations , remote testing software

Methodologies: Testing and isolation, Fault detection and analysis. Performance monitoring
Network Operations Management, Customer Service Manager, Telecommunications Management, Project Management
Telecomm application & testing Instructor

Professional Experience

Verizon Communications March 2015 to Present
Special Services Instructor (Contractor)
Assisted in curriculum development for special services technicians servicing Verizon communications wholesale/enterprise customers
Teaching new technicians proper troubleshooting and testing techniques as required by adopted standards and required by MOPS

Sprint Communications Dec 2014 to March 2015
Wireless Technical Consultant

Performs mobile wireless device service and repair. Also does network analysis using various software tools to determine area wireless coverage impairments working directly and indirectly with mobile device users to correct device and service level issues

Provides resolution to customer issues relating to equipment problems, including but not limited to operational, maintenance and repair aspects of equipment
Meets or exceeds key performance objectives that include service and repair metrics, customer satisfaction goals
Completes all courses in your curriculum path with the required times frames
Complies with all operational policies and procedures including the Sprint Code of Conduct
Demonstrates Sprint Imperatives

Ericsson Communications June 2013- Oct 2014
RF Analyst/Technical Support Technician

Provides analysis of Sprint wireless mobile data & voice communications. Analyzes user trouble reports and identifies/ resolves impairments of the CDMA & LTE Networks
Performs technical troubleshooting of Cell Sites and their associated base station equipment including remote radio heads and antennae, T1 E1 backhaul and other related transport systems.
Identifies capacity related cell site/cascade issues.
Routes work as required to network support personnel.
Performs escalations to various field and network support operations and provides technical support as required.
Analytical tools in use include--- Glance, Falcon, Cockpit, Secure CRT, Topology Audit, NEB ,Netwatch, AAA, Zero tool, Savion, Trams, Nart, Reveal, NPM ,Cell Site Finder, Service Trender, Service Management, Netcool & more

Intergrated Management Solutions May 2011 to Dec 2012

Lead Field Project Manager
Provided point of contact support for escalated service issues, process breakdowns and removed obstacles to ensure quality service and customer satisfaction.
Built relationships and partnered across functional areas to coordinate customer demands with their needs.
Scheduled equipment removal & installation along with assigning work to technicians as requested as needed.

Verizon Communications, New York City, NY Jan 1983 to Sep 2008
Supervisor
Managed the Network Operations Center in NYC.
Handled all high level, internal and external escalations out of hours.
Led out of hour’s service restoration teams for all Verizon transport & broadband services that interconnected national cellular providers and telecomm wholesalers.
Trained & developed all operations personnel in NOC methods & procedures, provided mentoring to technicians to foster better communication and continually improve operations processes.
Partnered with central office & field personnel to achieve a higher level of service and efficiency.
Increased company revenues & prevented customer losses, decreased service restoration times by researching & analyzing internal roadblocks.
Identified incorrect trouble isolation & service restoration methods.
Wrote new or re-wrote existing methods and procedures.
Partnered with customers to facilitate correct reporting of service outages, built positive working relationships to increase customer approval success, improved operating efficiency and encouraged customers to utilize automated systems.
Acted as New Product & Services manager, assisted in the development of best practices and service improvement plans.
Initiated training for all staff on new products and services.
Provided technical support to field repair and central office technicians.
Acted as the lead chronic circuit repair technician.
Member: Verizon Blue Ribbon Commission analyzing and improving all aspects of network operations maintenance.

Has Tested, installed and repaired all private line & Transport services that directly connect to all major cellular providers and also the major broadband providers in the United States.
In depth knowledge of all transmission services including Voice, Data DS0, DDS, DACS, DWDM ADM, MPLS WSON, ATM, Frame Relay Sonet (OC-3 to OC-192), expert in DS1/T1 & DS3/T3, CSU’s & DSU’s.
Familiar with gigabit Ethernet services, switched services, electrical & optical network pipes & equipment, nodes, CFA’s.
Familiar with protocol analysis & monitoring.
Also familiar with Network Monitoring (NMA).
Understands LAN WAN & IP switched Networks including routers/network elements

NYC - US Lines Shipping
Marine Electronics Technician
Worked as a marine radio and radar technician servicing US Lines Shipping and vessels of various other shipping companies on the East Coast of the United States.

US Marine Corps
Ground Radar Repair/Ground Radio Repair
As a technician, repaired UHF/VHF/SSB & Ground to Air Radar & radio systems, also portable radio equipment for Marine Corps combat operations combat personnel.

EDUCATION/ CERTIFICATION

Certificate acknowledges education & training in data transmission & data communications equipment I.S.D.N , Protocol Analysis & Testing along with DACS, Muxes and Fiber Optics, Sonet, Frame Relay Bellcore Labs, Lisle, Illinois
CompTIA Network Plus, Radio & Radar repair certified
Currently enrolled to acquire CCNA certificate

U.S.M.C
Qualified - Basic and Advanced Electricity/Electronics
Dual MOS Ground Radar Repair and Ground Radio Repair worked with AC/DC systems along with high voltage Microwave and Radio transmitters & receivers. Batteries and generator maintenance. High and Low power Antennae’s operation Teletypes. & more

Personal Computer & Software Training
Repairs, maintains and upgrades personal computers, installs and sets up networks, including modems, routers and current wireless networking equipment.
Trained Staff in the usage of all associated operations software such as WFA/C WFA/DO TIRKS.

training

Telecommunications Management Empire State College, Albany, New York
Electronics School USMC Ground Radio School Ground Radar School USMC
Private Line Voice communication AT&T, DATA Communications AT&T
Switch systems, DACS AT&T,
Transport Systems AT&T/Verizon
Received training & certification for handheld UHF VHF repair at G.E. and Motorola
Attended marine radar school at Raytheon, received certification 25KW & 50KW radar repair.

QMS & Diversity

Quality Management, Corporate Culture and Diversity, What Managers Should Know,
Dynamics of Labor Relations, Quality Assurance, Employee Appraisals. OSHA training and Safety training completed. Personnel appraisals

Michael J. Class
Roselle Park, NJ 07204
Contact Information: 347- 609 - 3705 / xxx@xxx.com
web address www.linkedin.com/pub/michael-class/64/929/814/
Page 6 of 7