Brian K. Henderson

**** ********* *** #***

Addison, TX 75001

acfcac@r.postjobfree.com

Work Telephone 972-***-****

Cellular Telephone: 773-***-****

Work Experience

AT&T Chicago, IL

1AESS Technical Support Manager

October 2009 - Present

. Responsible for technical support to Network Reliability group in

Charlotte NC as well as any Electronic Technicians located in the SE,

SW and MW offices that house 10,000 or more customers Wireline

customers that generates Millions of dollars for AT&T.

. Provide tier II and III technical support for the 1AESS Switch by

using Remote Modem Access systems (MOSIAC) and using Schematic

Drawings as well as Input/output advance maintenance manuals that

Lucent Technology has provided to solve complicated hardware and

software issues that occur in the 1AESS Switch.

. Assist central office Manager with obtaining a standard and reachable

goal on the monthly scorecard average of at least 90% of all

maintenance tickets and if the central office fails to meet objectives

Technical support team must come up with a weekly review of the office

and suggestions on how to meet objective in the future on major

hardware and software issues.

. Technical support team will pursue all avenues in order to keep a low

volume maintenance ticket count for each office in SE, SW and MW

offices and if tickets are 30 days or older, the ticket will be

escalated to the Central Office Manager and Area Manager for immediate

load.

. Monitoring daily traffic call volumes for 42 offices in the SE, SW and

MW areas via remote access systems.

. Worked on a high profile project that was spear headed by the Vice

President to gather Remote Modems information by using multiple

websites, databases and central office visits to make sure each modem

is properly labeled and working properly. Placed unused Remote Modems

in Growth state for the 5ESS Switch which will help the 5ESS group

obtain passing standards by internal and external auditors.

AT&T Charlotte, NC

Network Center Supervisor 1AESS Switch

February 2009 - October 2009

. Managed 18 Electronic Technicians employees 24/7 coverage for 1AESS

group located in Charlotte NC

. Authentication bi-weekly payroll to ensure technicians are paid

properly and on-time

. Supervised technicians who covered 58 1AESS central offices throughout

the MW, SE, and SW offices.

. Ensure all critical circuit alarms and maintenance tickets handled in

an expedited time frame and with accuracy.

. Met objectives given by 2nd line Area Manager which included Overtime

allowance, maintenance ticket accuracy, Circuit Alarm acknowledgement

and ticket inspections on a daily basis

. Responsible for contacting all support levels and Upper Management

when a major outage of at least 500 Wireline customer are out of

service due to weather, software or hardware problems.

AT&T Charlotte, NC

Manager Network Center 5ESS Switch

May 2008 - February 2009

. Managed 18 5ESS and 1AESS Electronic Technicians providing 24/7

coverage and was responsible for the stability and reliability of both

the 1A and 5E switches throughout the SE, SW, and MW. Technicians

monitored all Maintenance tickets as well as clearing all Major

Critical Alarms in an expedite time frame.

. Assured that Ticket count, Critical Alarms and Major customer outage

measurements of 90% on time objectives met given by upper management

using multiple systems such as: NERS, NMA, QSA, MOSIAC and REMEDY.

AT&T Dallas, TX

Design Engineering Manager

June 2007 - May 2008

. Led a team of 15 to 20 employees that designed Special Services

Broadband circuits at optical level such as OC3, OC48 and OC198. The

team of Technicians primary responsibility included the Equipment

Inventory that was placed in the Records database/TIRKS only at the

Optical level.

. Coordinated with internal and external customers to ensure standard

level agreements (SLAs) were met or exceeded.

. Worked with the 1st and 2nd level Union teamsters to ensure negotiated

union rights where being enforced and adhere to.

AT&T Dallas, TX

Manager Special Services/Projects Team

March 2007 - June 2007

. Managed Special Services Project team of 12 Telecommunication

Specialists

. Responsible for managing large volume projects that included DS1's,

DS3' and OCN (optical) circuits that were prepped during the day

making sure word doc is correct, pre-testing the circuit with the

customer to ensure continuity of the circuit, running macros to ensure

all orders including disconnects and add orders are generated and

ready for circuits to be rolled/cutover from one direct customer to

another service provider during the midnight shift.

. Established a website that was utilized by the Provisioning Center as

well as the Account Manager and Project Managers involved in the

project to track the status of pending circuit orders and disconnect

orders.

AT&T Ft. Worth, TX

Manager Special Services Team

September 2005 - March 2007

. Managed 15 non-management technicians working on DS0's, DS1's, DS3's

and optical circuits both in the Fort Worth area as well as

Richardson, TX area that were assigned to work inter-exchange Wireline

base customers such as: Verizon, SBC long distance and MCI.

. Held daily conference calls with 2nd and 3rd line managers to discuss

the status of orders for both Wireline and Wireless orders and any

roadblock issue that may have a provisioning delay or outside

dispatching issues.

. Reviewed daily ticket count volumes and assigned each technician a

load balance for projects assigned to team.

. Primary back-up for Area Manager while out of the office attending

company meetings or personal time off.

. Reviewed monthly scorecards and discussed all aspects of ticket count

and quality assurance.

Chicago, IL

SBC

June 2001 to September 2005

Project Manager Network

Services

. Project Managed DS0's, DS1's, DS3's and optical circuits ordered by

external customers such as MCI, Verizon, AT& which generated between

$2M and $5M per project.

. Primary Project Lead on several internal and external projects

directed by Director of Network Services.

. Project Lead on a rollover project in which SBC decided to move there

entire 4ESS Wireline Switch which estimated around 40,000 customers

onto a more advance 5ESS Switch, which would increase AT&T bandwidth

therefore increase expansion of network and generate millions of

dollars for AT&T in the future.

Education

DeVry Institute of Technology

Chicago, IL

Harriet Truman College

Chicago, IL

United States Air Force Community College

Mt.Home, ID

Systems Knowledge

TIRKS (Trunk Integrated Record Keeping System)

Microsoft Office 2010 (Excel/Word/PowerPoint)

WFA/DI/DO (Work force Administration/dispatch in/out WEBADD

(Administrative Doc. Database)

INTS (Integrated Tool System) NERS

(Network Event Reporting System)

WEBEG (Remote Modem Access) NMA (Network Alarm

Monitoring System)

GRETA (Graphical Resource Ext. Testing Assistance) APEX

(Advanced Publishing Express)

ADOBE Microsoft

Outlook/Email

Certifications/Online Courses

Six Sigma Green Belt Certification

Lucent 1AESS Advanced Technical Certification

Agile Program and Project Management Certificate

Wireless Basics 101 Wireless Basics

102

Wireless Basics 103

AT&T Mobility Ntwrk Architech Overview 3G

LTE Evolved Packet Core (EPC) USP Services

Overview

Overview of IMS USP Involved

Functions and Teams

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