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Technical Support Service

Location:
Lawrenceville, GA
Salary:
70000
Posted:
February 01, 2015

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Resume:

MICHAEL PHIFER

acn4g2@r.postjobfree.com

404-***-****

**** ********* *** **. **********, Ga. 30039

PROFESSIONAL PROFILE

. Professional engineer with more than 5 years of experience in NOC

technical support with special focus in providing technical support

for network technicians and outside vendors. Excellent leadership and

organizational skills relations. Ability to effectively implement

service-improving procedures which limited network outage. Skilled in

system planning, preventive maintenance, budget management and

designing standardized procedures and training programs.

PROFESSIONAL ACCOMPLISHMENTS

. Organized and coordinated all efforts to establish the new fiber

system, resulting in a quarterly budget of over 2.5 billion dollars.

Support technical trials and deployment of new integrated fiber in

the loop. Interfaced with vendors in all levels of management within

internal/external support groups.

PROFESSIONAL SKILLS

. Software: Proficient with Microsoft Windows 03, XP, VISTA; Microsoft

Office Suite, OS Administration. Installing and Troubleshooting

Computer Hardware Software, Netcool, LAN/WAN Installations and

upgrades, programming Q/A Testing, Test director, REMEDY and Vantive

ticketing systems, Marcview Broadband EMS, ECI Telecom Pulse Commander

4.0 Alcatel Workstation And AMS, Navicore, NMS; Hummingbird Exceed

Applications (HP Open View), Catena view Element Management System,

(JBBOS) Java Based Broadband Operating System. Protocols: VOIP, L2TP,

CHAP, AAA, PPP, TCP/IP, POP, IMAP, SMTP, FTP, UDP, Telnet, HTTP, TDM

Hardware: Nokia, Nortel BSN 5000, Red Back 1000/1800, Lucent

Technologies, CBX 500, 5500, Digital Intelligent Subscriber Carrier

System (DISC*S), Marconi Transceivers and Relay and Ethernet Switches,

(LGX) Light Guided Cross Connections, Fiber MUX, OTDR Fiber MUX,

Alcatel DSLAM, Power 5, 6 & 7 systems (7310,7330, 9113, through 9409,

& 8202 through 8493) and Mini RAMs, Catena Remote Solutions, IBM and

SUN Servers.

EXPERIENCE

Gwinnett County Dept. of Water Resources Lawrenceville, GA 08/13 to 09/14

. Monitoring over 200 pump stations for any communication alarms, which

could over run its normal target levels. Providing technical

assistance for technical engineers in the field. Keeping updates on

constantly changing water flow in the Wonderware system from

different pumping stations. Updating reports in MS Excel on any

changes that may occur in the system on a daily basis.

. This position consisted of updating firmware, provisioning,

maintenance, restructuring of complete system from ADSL to a wireless

cellular network. Troubleshooting a 3G to 4G network system, Using

AIX, Unix system, and providing good notes in CRMs and query base

tools. Programming PLCs, replacing failed components Ex. (Disk drives,

ENIs, Routers and Switches exc.) Using Web base tools to access the

system remotely when needed.

. Total of 10 years of Unix and 7 years Linux experience.

IBM Atlanta, GA Technical Support Specialists 07/08 to 07/12

. Provide remote technical support assistance to customers and IBM

technical personnel on multiple DASD products in the high availability

product environment. It consist of professional knowledge and problem

determination/ problem source identification skills to resolve

problems involving hardware, microcode, operating system and network

issues. The position receives and records incident related information, and using a variety of tool, techniques and procedures, selecte

appropriate actions to resolve problems, and communicate the solution

or action plan to customer or IBM service representative. I had to

identify/recommend updates to knowledge based systems and maintenance

package, and may provide hardware technical support assistance to

customers & IBM personnel in multi-vendor, multi-protocol network

systems in the high availabitity product environment.

AT&T Atlanta, GA Wireless Technical Support (Contractor) 06/07 to 11/07

. Troubleshoot RF related service problems from past events dealing with

the customer wireless products. . Monitor all of AT&T customers in 50

states in the United States. .Resolved major to critical issues

dealing with drop calls, no service and voice issues using work

applications such as Awatch, CNN, CDR Live, MTI, Snooper, Snap,

Compass and Load balancing experience.

Comcast Alpharetta, GA Customer Account Executive 03/07 to 06/08

. Troubleshoot service problems related to the customer's (residential

and business) PC relevant both hardware and software and network

connectivity issues. Troubleshoot RF related service problems from

the modem to the router. Assist customers and technicians via the

Automatic Call Distribution System with service and installation

requests . Monitor modems connectivity through Auspice for online

outages to lessen customers impact.

Bellsouth Co. Atlanta, GA Network Engineer 02/01 to 02/07

. Performed maintenance, provisioning, and multi-task multiple

infrastructure for ADSL(wireless) platforms over fiber and copper.

Troubleshot and configured complex Ethernet and ATM switches, routers,

and broadband devices such as Cisco, Arris Alcatel, and Juniper.

. Installed T1's (including SS7 signaling), T3's, DS0's, DS1's,DS3's,

OC3's, and lite span for installation and repair for ADSL service.

Monitored NSP and ISP network systems for the Southeast, 9 states

which included Georgia, Florida, Louisiana, South and North Carolina,

Alabama, Mississippi, Kentucky, Tennessee. Utilized Nortel(BSN

5000), Lucent (CBX 500, 5500), Red Back 1000/1800, Light Guided Cross

Connections, and Marconi Transceivers in daily operations.

. Provided interactive Voice Response (IVR) Solutions for Bellsouth and

their customers by using surveillance and troubleshooting of telecom

switches and cell sites via remote testing/monitoring software using

Remedy and Netcool. Also documented, trained and provided first and

second level support and technology teams in designing and developing

Computer Technology Integration (CTI)/ e-Flow, IVR or voice portal

technology framework which aided in the rapid deployment of related

application.

. Excellent understanding of breaker distribution bays and Nortel DC

power plants.

Dade Behring, Co. Norcross, GA Biotechnologist

. Troubleshot digital modules, calibration verification, and document

control. Software and production inspection.

Summitt Industries Marietta, GA Advanced System Operator

. Operated machines for mass production which facilitated maintenance on

all mechanical and electrical equipment.

Commercial Bedding Co., Inc. Clearwater, FL Plant Manager

. Managed wholesale warehouse facility of 40 persons. Oversaw

production, from assembly of raw materials to finished products.

EDUCATION

DeVry Institute of Technology Atlanta, GA Bachelor of Science in Electronic

Engineering

Alabama State University Montgomery, AL Bachelor of Science in Criminal

Justice

Dekalb Technical College Atlanta, GA. CDL Class A License



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