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Derek Marcus

Objective

I am a self-motivated individual seeking a challenging position in which I can use my analytical and trouble shooting skills to assist in the growth of a corporation. Accurately able to multi-task and prioritize in a fast paced environment. Telecommunications technician with extensive experience in the Information Technology industry. A proven ability to work with minimum supervision. Strong analytical, interpersonal, verbal, and written communications skills. In depth knowledge of GSM, GPRS/EDGE, UMTS, HSDPA/HSUPA, and LTE voice and data network configurations.

Experience

June 2008-Present

AT&T

Atlanta, GA

GNO-NSS Network Control Engineer

Responsible for resolving customer generated complaints such as dropped calls, translation calls, and VM issues for the GSM and UMTS network throughout the Nation.

Knowledge of the mobility handset, translations and provisioning related issues applicable to delivery of voice and data services. Recent experience with F5 Global Traffic Manager, F5 Local Traffic Manager

Receive, investigate, and expeditiously resolve highly escalated issues from AT&T Level 3 Management up to President and CEO, pertaining to all AT&T Network and Services within a strict SLA (Service Level Agreement) that requires providing timely summaries/updates of work done and next steps to involved leadership.

Troubleshoot and resolve highly escalated outages and degradation of customer services and specific devices. Once resolved, provide a detailed root cause analysis including challenges and opportunities in an attempt to improve process and provide efficient resolution times.

Provide technical solutions to problems associated with GeoProbe, RCATS, AcceSS7 Cisco ASA firewalls, UNIX/LINUX and trace analysis.

Proficient in voicemail features; Encore, VMTT, visual, basic and enhanced voicemail.

Act as a Subject Matter Expert by assisting with the creation and necessary adjustments of Executive Escalation ticket process flow, hosting one on one and group peer trainings on process, methods and procedures, and mobility systems, and creating and presenting training documentation as need within the NSS organization to ensure meeting of SLA, expanded knowledge, improved efficiency, and stellar quality of service to our customers.

Exchange administration and engineering (Exchange 2010)- extensive experience supporting an exchange environment of at least 1800 mailboxes including troubleshooting, support, design, build, and archiving experience

Blackberry support experience- experience supporting a blackberry environment including Blackberry Enterprise Server

MDM experience (Airwatch)- have an understanding of mobile device management

Sept 2006-Sept 2007

St. John

Atlanta, GA

Logistics and Operation Manager

Responsible for handling all shipping and receiving

Maintained paperwork for the control of internal and external inventory of assets

Responsible for incidental maintenance of facilities

Nov 2005-Sept 2006

Target

Duluth, GA

Executive Manager

Executed managerial duties associated with Electronics Department

Assisted customers with a sense of urgency

Resolved customer service complaints

Answered customer service inquiries

Nov 2004-Nov 2006

Polo Ralph Lauren

Atlanta, GA

Operations Manager

Assisted employees with daily shipping and receiving

Encouraged and helped maintain smooth workflow

Handled customer service inquiries and complaints

Supervisory duties

Skills

Analytical and problem solving skills

Have a solid understanding of wireless network architecture (2G, 3G, LTE,VoLTE), IMS, and VoIP technology.

Familiarity with wireless network architecture, from handset access to core Demonstrates good knowledge of DS0, DS1, DS3, OC-n, DAC alcatel-1600 series, Tirks, T-berd, UMC telllabs Titan 5500, SONET, DWDM, VoIP, call routing, SS7 Signaling, TDMA, GSM/GPRS, EDGE, UMTS, TCP/IP, ATM, UNIX/LINUX and VoIP technologies

Strong knowledge of and the ability to solve complex issues in the areas of RF engineering principles (RF communications theory, design principles, network optimization, propagation modeling and prediction, etc.) and vendor capability assessment, Network architecture (3GPP Air interface, standards, technology and evolution, etc.), Vendor capability assessment and Wireless engineering principles (cell site/tower design, attributes and specifications, and RAN design, spectrum/frequency planning, etc.).

Fully proficient with Hardware (Cell site equipment layout, network infrastructures), Performance Management (System KPIs and metrics, etc.), and Software (Parameter definition, etc).

Responsible and accountable for KPI targets (Voice / Data) on GSM/EDGE/UMTS/HSPA/LTE

Interfaces with customer facing organizations to address customer issues, identify and implement solutions

Responsible and accountable for monitoring site statistics as well as work with operations to address trouble tickets related to hardware failures

Software experience with Nokia GSM 1900MHz, Ericsson UMTS 1900MHz, Ericsson LTE 700MHz, Excel, Word,

PowerPoint, Windows, Microsoft Sever 2012, Nokia GSM OSS, Ericsson 3G/4G OSS, NetTrack,CNN, Business Objects, OptPCS, Excel, F5 Global Traffic Manager, GeoProbe, UNIX/LINUX, Granite, frame work orders, comet systems

Excellent technical writing skills

Strong communication and presentation skills

Managerial and supervisory experience

Experience in AcceSS7, CNN NetTrack, ASA firewalls, GeoProbe and Traffica

Education

AA Political Science Georgia Perimeter College May 2007

CCNA Certification 12805156

PMP Certification Georgia Tech Current

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