Customer Service
Workload Management
Operations Maintenance
Diagnosis/Troubleshooting
Team Leadership
Quality Control

TECHNICAL & SPECIALIZED SKILLS

Telecommunications networks and applications: Frame Relay, X.25, Private Line, Switched services and IP Network Operations. International elements: E1 Radbox, Ciena K2, OME6500, Core Director and DNX-11. Broadband elements: Alcatel, NEC Rings and IMTN 5500. IP services: BGP and DNS. Proficient in configuring Cisco switches and routers (7500 and 12000
Series). Scientific Atlanta cable set top boxes. BPON, GPON and Calix interfaces that provide fiber to the home with cable, phone and internet. Cable Modems that provide VOIP. Motorola, Ambit and Arris cable modem series. SIP lines and Meta-view phone switches.

PROFESSIONAL EXPERIENCE

Bristol Virginia Utilities Feb 2015 - Present
Network Operations WFM and OMS Specialist
RESPONSIBILITIES:
·         Fully comply with all BVU and Network Support Center department policies and guidelines including but not limited to the NOC Core Values.
·         Responsible for dispatching all Electric, Water, Sewer, and OptiNet service and trouble calls that are entered in SOLAR and other WFM systems on a daily basis.
·         Maintain excellent working relationship with all departments, city/county officials, and city/county emergency personnel.
·         Monitor electric system using SCADA and Milsoft OMS systems. At the direction of authorized personnel, perform SCADA operations such as opening and closing breakers.
·         Build and maintain all schedules for BVU OptiNet and CPC installations and trouble calls in DQ WFM system.
·         Assist Customer Service, the Network Support Center, the Network Operations Center, and Network Engineering with troubleshooting issues within DQ WFM system.
·         Maintain on-call lists for each department.
·        Perform duties consistent with systems administrator for DQ WFM and Milsoft DisSPatch OMS systems.
·         Provide empathetic and efficient support for BVU’s electric, water, waste-water, telephony, Internet, and video customers as required.
·         Meet or exceed individual performance metrics.
·         Contribute in a positive manner in the team’s efforts to meet overall department metrics and goals.
·         Ensure good practices are being followed in relation to network security policies.
·         Regularly participate in new product and cross-training opportunities and assist other NOC personnel as required by supervision.
·         Stay abreast of new and emerging technologies related to BVU’s services and networks.
·         Contribute to existing and create new departmental documentation.
·         Some over-time may be required during times of high work-load, outages, or staffing shortfalls.
·         Other duties as required by supervision.

Bristol Virginia Utilities Feb 2011 – Feb 2015
Technical Support Specialist – Dispatch Coordinator
Perform a combination of customer service and technical support duties daily.
Primary duties are to respond to customer inquiries, take orders for service, promote products and services, technical support trouble shooting involving telephone, video and data services, and resolve problems of any nature.
Average 40-50 call per day.
Responsible for scheduling on-sites for trouble issues.
Handling support request through emails.
Providing technical support for customers and field techs.
Manage scheduling and dispatch of crews for activation of voice, video and data services to residential and commercial customers.
Manage resolution of electric and water outages.
Perform basic troubleshooting when assisting customers with electric or water service calls.

Sprint/Ericsson – Atlanta, GA 1996 - 2010
Network Engineering Specialist
Responsible for testing physical through network layer of Sprint IP Network. Conduct order validation, mapping, testing and delivering circuits for international and government agencies. Assign workload and manage customer commit dates and high priority circuits.
Manage and schedule customer assists; monitor and translate 24 hour tests for international circuits, troubleshooting when a test has failed or had significant errors
Manage BGP and DNS inboxes for IP Services. Build tunnels for L2TPV2 activations and pre-configure network and router for customer installs; provide static routes and build BGP sessions per customer requests and network needs.
Assist customers with router issues including configuration problems, static routes, or bringing up service; also assist with other, scheduled maintenance issues. .
Build multilinks on backbone network and customer routers for upgrades; ensure that all backbone circuits are operational from physical Layer up to network Layer and make final approval before service delivery is complete.
Verify that network and customer router configurations are correct and complete before and during turnup.
Perform complete mapping and testing of T1 lines, configure Datasmarts, perform router ping test end-to-end to ensure continuity, all contributing directly to contractual agreement with AOL for delivering 25K modem ports per month.
Perform on-call duties, weekend and after hours support in 7 X 24 operations center.
Access frame switches and testing from switch to the equipment provided by the company or customer.
Supervised AOL 10 Grade Upgrade Project. Responsible for thirteen contracting technicians for a six month period of time, upgrading more than 30,000 ports with bandwidth upgrades from channels to full T1 bandwidth.

PROFESSIONAL EXPERIENCE – continued

Sprint/Ericsson – continued

Train contractors to perform test and turn up for multiple T1 lines. Monitor performance from the day and night shifts.
Serve as Acting Supervisor when supervisor is out of office.

Prior experience includes roles as securities system installation technician and telecom field service manager.

PROFESSIONAL DEVELOPMENT
(All training through Sprint.)

Alcatel 1671 Operations and Administration, 2009
Interconnecting Cisco Network Devices (Part I and II), 2008
Router NRM Pre-Configs, 2008
BGP and DNS IP Services, 2008
RAD Equipment Overview, 2007
Sycamore SN 3000 Overview, 2007
DNX-11/88 (Sycamore/Eastern Research), 2005
Internet Technologies, 2004
Frame Relay Networking, 2004
Cisco Router Technologies, 2002
Digital Link Intelligent MUX, 2000

AWARDS

Earned Sprint/Ericsson’s “Service Values Excellence” monthly award six times in three years (xxx-xxx-xxxx).

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