Engineer Customer Service
Resume:
PATRICK D. BARTHOLOMEW
The Colony, TX 75056
acbkav@r.postjobfree.com
TECHNICAL EXPERTISE
Signaling Protocols: SF, E & M DX, Loop Start, Ground Start, High/Low
Reverse battery, BRI, PRI, ISUP, TCAP, SCCP, ETSI-
PRI, MCI ISUP and X25.
VoIP Signaling Protocols: SIP, SIPT, Megaco and MGCP.
Test Equipment: Inet, T-Berd, T-Com, Firebird, Tektronix, Sage,
Ethereal/Wireshark, etc.
Switching Systems: Expert with Nortel DMS-250, CS2K and CS2100
platforms.
Operating Systems: All Microsoft office products and UNIX.
Billing Systems : Nortel/Avaya SDM and CBM billing collection and
transport systems to include downstream billing
reliability certification.
HIGHLIGHTS OF QUALIFICATIONS
o Proficient use of PC, including Windows and Microsoft Office
o Extensive experience in telecommunications industry
o Excellent customer service skills
o Works well independently and as a team member
o Strong problem solving ability
o Completed a two week course for the installation and provisioning of
the AS5300
EXPERIENCE
Blackbox Network Services, March 1-Present. Avaya/Nortel Switch Engineer,
Site Manager. Ft. Belvoir, VA.
o Work customer issues maintaining CS2100 switch and all ancillary
equipment.
o Coordinate with the base customers and Verizon for trouble
resolution.
o Compile weekly and monthly reports for the base user community.
o Gather information about products and services in support of customer
RFP's and service improvement.
o Work with customer representatives to ensure service survivability
and diversity.
Verigent, December 2012-February 2013. Avaya/Nortel Switch Engineer. Ft.
Belvoir, VA.
o Maintain the site CS2100 hardware and software.
o Work base trouble tickets, troubleshoot issues and repair or dispatch
to outside plant for resolution.
o Alter configuration and routing to meet customer requirements.
Avaya Government Solutions, August 2011 - December 2011. Resident engineer
supporting the US military at the Pentagon.
Arlington, VA.
o Responsible for the SIP/VoIP CS2100 and all ancillary equipment at
the Pentagon.
o Monitor, trouble shoot, maintain and repair any hardware, software
and call processing issues.
o Using Wireshark, Switch Expert and CS2100 trouble shooting tools to
isolate and repair issues.
o Documentation of all activities.
o Work with various groups within the Pentagon and LEC's to correct
issues and rehome customer traffic as required.
Hitech, January 2011 - May 2011. Contract engineer to Verizon.
Richardson, TX.
o Current project is to decrease the overall network foot print of the
Verizon Class 5 switching equipment.
o Creating data base in the gaining switch for the rehome of existing
customers.
o Removing data base in the losing switch in preparation for
decommissioning.
o Documentation of all activities.
o Work with Verizon and customer representatives to co-ordinate
appropriate rehome date and time.
MCI/WCOM/Verizon Telecommunications Corporation April/1982 - September/2009
Switch Systems Integration and Verification; Richardson, TX
Sr. Engineer January/1996 - September/2009
o Manage test development and installation of new and existing products
for the MCI/WCOM/Verizon network in response to marketing forecasts of
customer and industry needs.
o Primarily supporting the Nortel DMS-250/CS2K (VoIP) platform.
o Analysis and integration of switching hardware and software including
ancillary systems.
o Establish performance criteria and benchmarks.
o Install, document, and troubleshoot network enhancements.
o Develop and execute test plans for regression, billing certification
and over all feature functionality for installation into the live
network.
o Develop and execute field deployment plans into the live network for
new features and enhancements.
o Worked extensively with operations as Fourth Level support in
resolving field or customer issues.
o Extensive trouble shooting experience using Wireshark and other
vendor provided tools for various protocols such as; SIP, SIPT, BGP,
H323, Q.931, RTP, UDP, TCAP, SS7, X25, TCP/IP, OSPF, RIP, etc...
Sales Support for Major Accounts; Omaha, NE
Technical Service Representative March/1992 - January/1996
o Supported the sales force for the MCI Heartland branch that
encompassed Nebraska, Iowa and South Dakota.
o Responding to customer RFP's with technical design solutions for
their communications network.
o Assisted operations in troubleshooting customer outages and issues.
Switch Systems Integration and Verification; Reston, VA
Engineer August/1989 - February/1992
o Managed test development and installation of new and existing
products for the MCI network in response to marketing forecasts of
customer and industry needs.
o Primary support for the Nortel DMS-250 platform.
o Analyzed and integrated various hardware and software systems.
o Established performance criteria and benchmarks.
o Installed, documented, and troubleshooting of network enhancements.
Switch Operations; Omaha, NE
Switch Specialist September/1984 - August/1989
o Maintained local switching equipment (Danray 1000, DEX 600 and Nortel
DMS-250), troubleshooting and trending network fault indications and
resolving customer service issues.
o Maintained required onsite 90 day billing back up.
o Installed feature activation and problem resolution patches on a
monthly basis.
o Worked with Nortel during switch expansion or enhancement efforts.
Terminal Operations; Omaha, NE
Technical Service Representative March/1983 - September/1984
o Acceptance and turn up of customer circuits from customer premises to
local switching equipment. Implemented trending, analysis, and repair
of network trouble indications.
o Performed customer acceptance testing and trouble analysis working
extensively with customer representatives, LEC personal and customer
vendors on a regular basis.
o Worked to trouble shoot and isolate customer facing issues to
resolution.
Terminal Operations; Chicago, IL
Technical Service Representative April/1982 - March/1983
o Conducted Telco circuit testing and acceptance, circuit routines, and
maintaining site documentation.
United States Air Force December/1978 - February/1982
Cheyenne Mountain Complex; Colorado Springs, CO
Telecommunications System Control Specialist July/1979 - February/1982
o Troubleshoot circuit outages.
o Coordinated routine maintenance between user groups.
o Maintained and tested alternate route plans on a routine basis for
high priority circuit restoral.
o Supervised and trained technical staff.
EDUCATION-CERTIFICATIONS
University of Nebraska, OA
Bachelors of General Studies
(Junior status)
Computer Science Major
DMS-250/SL-100 CCS7 Operations
Northern Telecom Systems Training
Richardson, TX
SuperNode Operations
Northern Telecom Systems Training
Richardson, TX
EIOC Operations
Northern Telecom Systems Training
Richardson, TX
Digital Cross Connects
MCI/WCOM Technical Training
McLean, VA
Fiber Optics Splicing and Lightwave Transmission
MCI/WCOM Technical Training
Richardson, TX
NEC Fiber Optic Transmission
NEC Technical Training; Omaha, NE
Digital Transmission and Switching
abc TeleTraining; Denver, CO
NORAD Command and Control System
Keesler Technical Training
Peterson AFB, CO
Telecommunications Systems Control Specialist
USAF Technical Training
Keesler AFB, MS
Administrating Windows Server 2003
Richardson, TX
Introduction to UNIX
Richardson, TX
UNIX Storage and Command Principles
Richardson, TX
AS5300 Avaya VoIP Installation and Provisioning
Farifax, VA
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