George Waddell

**** ******* ***. ***#-*

Middleton, WI 53562

714-***-****

acgg7v@r.postjobfree.com

Summary

Over 30 years experience in Data/Telecommunications in the military, public, private sectors.

20 year’s experience in Network/Helpdesk administration. Working knowledge of UNIX/Linux and other command-line-

driven systems. Demonstrated technical knowledge and proficiency in the following areas/disciplines:

Telecommunications (T1, PBX, VOIP, IVR, ACD, provisioning, Centrex, DS1, ILEC, Octel, E-1/T1/E3/T3 lines, trunking,

CSU/DSU/ISDN, DS3 and 1A2 key systems, POTS, PSTN), Nortel CS1000 and Meridian op 11c/81c). Network Cabling,

rack and framing, conduit work, single line instruments, modem lines, VOIP security IP cameras. Demonstrated expertise

in Terminal Services, Firewall VPN Client, 802.11N, G Wireless Networking, and Cisco Telephony, cabling, data rooms,

identifying power and HVAC requirements, 12 years Helpdesk Administration level II demonstrating critical thinking,

decision making and leadership abilities. Can work independently and as part of a team.

Work Experience

Charter Communications, Part-time NOC Monitor Currently Responsible for the real-time management and tracking

of System Technician routing allocation and active quota management (SRO Process). Coordinate all quota moves with

field supervisory staff and technical operations manager and ensure consistency of routing and workload allocation.

Coordinate efforts with cross-functional teams including, Technical Assurance Center (TAC), Inside Plant (ISP), Data

Network Technicians (DNT) National Operations Center (NOC) and Charter Business National Operations Center

(CBNOC).

MAJOR DUTIES AND RESPONSIBILITIES

• Advanced Technical Knowledge - Identify potential problem areas and take corrective action to implement short-

term adjustments and refer chronic problems to Engineering for permanent resolution.

• Workload Management – Coordinate with KMAs to ensure most effective utilization of valuable field technical

resources through Workforce Management and effective introduction of the System

• Technician SRO program, maintaining focus on consistency and standardization across the Region.

• Coordinate Predictive Maintenance Activities; identify nodes that are not within specification and determine if

demand or predictive maintenance is needed.

• Drive reduction in Mean Time to Repair (MTTR) through workforce coordination, effective SRO management, and

directing highly technical resources.

• Ensure all customer impacting predictive maintenance activity is accomplished during the approved change

management window.

• Provide escalation and status notification throughout the enterprise on service impacting events.

• Adhere to standardized practices and ensure consistency throughout the Region.

• Assist field operations management and supervisory staff on emergency quota needs and reallocation of

workforce.

• Perform other duties as requested by supervisor.

Contractor Services November 2011 – May 2014

Wisconsin Department of Transportation, (Level II Telephone Support Technician) working in a helpdesk

environment my responsibilities included diagnosing, trouble-shooting, and resolving issues and problems with all

telephone, mobile devices and cable issues statewide. Programmed, update, and prep mobile devices for the staff and

new users. Maintained and consistently demonstrated a general knowledge of guidelines, processes, practices and

procedures using ISTM. Responsible for servicing and supporting the State of Wisconsin Department of Transportation

facilities telephone, mobile devices and cable communications working closely with all telephone and cable companies

and various vendors to install, repair, troubleshoot all communications issues. Experience managing projects involving

hardware and software implementation for telephone support. Effectively worked in a team environment having flexibility

to adapt to changes. Strong organizational and time management skills as well as ability to multi-task to meet deadlines.

Excellent verbal/written communication and problem solving skills. Excellent interpersonal and customer service skills.

Facilitated meetings with various technical. Working knowledge of applicable methodologies, tools, standards and

procedures. Kept clients informed throughout the process and follow up with them to ensure satisfactory resolution.

Provided alert response as well as email and telephone technical support for data center and managed client services.

Coordinated with coworkers to balance the workload and keep them apprised of open issues. Guided and mentored less

experienced teammates and customers by providing technical support, training, and direction.

• Document, track, and monitor the problem to ensure a timely resolution.

• Activation and support of cellular services and devices

• Knowledge of commonly-used concepts, practices, and procedures.

• Analyze, recommend and implement telecommunication services, systems and equipment.

• Ability to be self directed.

• Able to work independently

February 2009– August 2011

• Worked for General Projections Services A/V Installations Tech (FT Meade, MD), installing Audio/Video

Systems for Government, duties included Cat-6 and fiber runs, terminating fiber and Cat-6, install and test various

A/V equipment in a rack configuration. Installed JBL speaker and mic systems, Sony and Panasonic HD camera

systems, cisco server installation. (This was a 7 mo. Project 2/2011 – 8/2011)

• Worked for Technisource Field Service Support Tech ( Los Angeles County, CA ), on a field installations

project installing and upgrading the network and installing flat-screens and network modifications to the Wi-Fi

network setups in the L.A. County Area for ATT/McDonalds ( This was a 5 mo. Project 5/2010 – 10/2010),

• Worked for Pomeroy Technologies as a POS Field Support Tech (All of So. Ca.) Upgrading the POS registers

and installing new ISP equipment and software updates for several Sunglass Hut stores throughout the So Cal

area. ( This was a 6 mo. Project 2/2009 – 7/2009),

• Worked for CS Systems for Black Box Telecomm Support Analysts (All of So. Ca.), performing Telecomm site

surveys for new Telecomm Systems upgrades for various companies in Orange/L.A. County area. Performed

several network repairs and upgrades, troubleshoot and repaired several network and telecomm problems

working on Nortel, Avaya, and Lyndon phone systems at various sites. (On call 7/2009 – 7/2010)

Maintech, CA May, 2001 - December, 2008

Communications Analyst - My responsibilities included but not limited to switching, routing, firewall, traffic shaping,

DHCP, DNS, IVR, wireless (fixed/mobile), and LAN/WAN. In addition:

• Delivered advanced solutions to telecommunications installations.

• Provided issue tracking and IT troubleshooting for personnel and partners via direct interaction utilizing call center

type services (phone, voicemail, web portal, etc.).

• Diagnosed and Troubleshoot problems via identification, isolation, and correction of substandard responses

and/or service failures.

• Designed and developed innovative, cost-effective solutions to customer problems.

• Implemented management and notification systems to ensure network availability.

• Delivered appropriate application response service levels, and mitigated inappropriate network usage.

• Performed Adds/Moves/Changes on Meridian op 11c/81c and Nortel CS1000 and Call Pilot Voice Mail, and

completed internal moves, adds or changes in a timely efficient manner

• Software and Hardware Asset and Lifecycle management

• maintaining/updating asset registers and CMDB via Altiris inventory solution

• Setup and installed Polycom/Tandberg/Cisco telepresence Video systems

• H.264, H.323, VoIP testing and QoS

• Programming phone software, ran cables and fiber, installed racks and raceways for cable and fiber.

• Installed and maintained the paging system.

• Installed and maintained A/V and teleconferencing in the conference rooms.

• Established policies and procedures for infrastructure management and provided strategic and long-range

planning regarding provided services.

• Installed Cisco switches and routers, Maintained, utilized, and supported remote diagnostics.

• Managed the department workload and track productivity.

Helpdesk Admin – I worked within a six member team environment exchanging various ideas and ways to help each

other to expedite all calls faster. My responsibilities included assisting customers with all desktop system, software and

hardware issues on a first and second level initiation and dispatch to desktop support for those customers that need more

hands on attention.

• Updated, created, deleted, and maintained accounts on the domain server using Active Directory and Altiris

helpdesk and inventory solutions.

• Monitor clients’ networks, systems, and dedicated Internet connections using a wide variety of ITSM tools.

• Modified, created, and deleted VPN accounts using EarthLink and ATTclient software.

• Identified, isolated, and corrected substandard responses and/or service failures.

• Maintained user email security access using active directory.

• Resolved security related problems and perform audits.

• Provide issue tracking and IT troubleshooting for personnel and partners via direct interaction utilizing call center

type services (phone, email, voicemail, web portal, etc.).

• Escalated to and worked with the senior engineers and system managers when necessary.

• Maintained records, customer calls entering status and resolution data into a problem managed data bases.

• Guide and mentor less experienced teammates by providing technical support, training, and direction.

• Updated, created, and maintained accounts in Remedy, Altiris Footprints, (Helpdesk tracking program),

• Updated, created, and maintained new customer accounts in Netuser, SCCM..

• Monitored systems consoles for problems using VMWare, HP Open Sys, and Unix/Linux.

• Maintained Software and Hardware assets and Lifecycle management using metrics.

• Managed systems availability, production scheduling and control, reports distribution, service level support,

administration and controls, equipment operation, backup recovery, procedural documentation, and execution of

the disaster recovery plan.

• Set up Print Queues and basic server administration like resetting desktops and setting up and deleting users in

Active Directory. Working knowledge of VM ware, NetIQ/Active Directory, NAS Applications, Proxy, Firewalls,

DNS, TCP/IP and Networking Fundamentals. Working knowledge of applicable methodologies, tools, standards

and procedures

• Program, update, and prep mobile devices for the sales staff and new users .

• Mounting tapes for system backups, performing server operations via console commands.

• Assists customers by providing information while providing efficient and courteous service.

Assists with investigating and resolving routine problems, and recognizes when to escalate customer

•

issues.

• processing, rebooting server hardware, monitoring interfaces, jobs, and operational tasks to successful

completion, monitor data center environmentals (cooling/power)

• Worked closely with service account managers and situation managers to ensure clients’ business needs are met.

• Ensures technical resource availability for remote operations team.

• Assisted with investigating and resolving routine problems, and recognized when to escalate customer issues.

• Documents, tracks, and monitors the problem to ensure a timely resolution.

• Activation and support of cellular services and devices

• Knowledge of commonly-used concepts, practices, and procedures.

• Analyze, recommend and implement telecommunication services, systems and equipment.

• Ability to be self directed.

• Able to work independently

Education/Certifications

• A+ Certified, Network+ Certified

• MCP (Windows XP/2000, 7), MOUS (Microsoft Word, Outlook, Excel, and Access)

• AMP-Certified Cable and Wire Designer, Bogen Certified in A/V and CCTV

• NCTS (Nortel/Avaya Certified) in Nortel CS1000 and Meridian op 11c/81c.

• Leviton Certified Technician in Fiber Optics, cable, A/V, CCTV

• Altiris Helpdesk/inventory, SCCM, Linux, OSPF, BGP, EGRIP, SNMP, and IPv4/6.

• 16 yrs Data/Telecommunications, 1.5 yrs Classified Security Materials Mgr. USMC.

• (Top Secret Clearance TS/SSBI) Non-Active but Clearable

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