DIANA L. HAAS – **** ALAZAN BAY DRIVE, ROWLETT, TX 75089-4538 – 469-***-**** – acuwdv@r.postjobfree.com CCNA: 418746376521ATUF (valid through March 2019; Switch & T-Shoot completed toward CCNP R&S in Jan & Mar 2016) T-Mobile – Frisco, TX 2015 – present

Senior Technician, NOC IP Support Team

Works as part of a cross-functional team conducting routine remote surveillance and tier 1 maintenance activities for all network nodes, including Lantronix SLC console servers, Cisco 1800, 1900, 2800, 2900 & 3800 integrated service routers, Cisco 1K, 3K & 9K aggregation service routers, Cisco 3500, 3700, 4500 & 6500 Catalyst switches, Cisco 7600 series routers, Cisco Nexus 5K and 7K switches, and NCS6K devices running IOS versions 12.x, 15.x and IOS-XR. Monitors network alarms on various platforms in order to stay abreast of network health. Assesses status of connectivity to call centers, data centers, transport providers, partner organizations and intra-network equipment. Performs fault isolation testing on transport, radio and switching networks and peripherals. Creates and responds to trouble tickets by conducting fix-on-the-fly restoration efforts, dispatching the appropriate teams or escalating as appropriate for resolution.

Provides support during large scale outages and disaster recovery efforts.

Initiates and/or joins conference bridges and remote communications sessions when IP support team presence is necessary or requested

Interacts with third party vendors including power, telco, and equipment vendors, as well as second tier organizations within T-Mobile via phone, e-mail and various online portals.

Answers inbound telephone calls from a wide variety of client organizations and external groups, and provides support required by the caller.

Creates and executes break-fix work orders in accordance with network policy for maintenance window

Performs pre and post execution network validation checks during maintenance window work

Reviews and updates documentation and procedures on the departmental wiki as needed

Ensures issues are being addressed in a timely manner

Prioritizes work load and multi-tasks

Provide informal training for other techs as necessary Fujitsu Network Communications – Richardson, TX 2014 – 2015 Support Engineer III, Customer Technical Assistance Center Supports Fujitsu Flashwave 4100 series, 4500 series, 7500 series, 9500 series and legacy equipment, including DWDM, SONET and Ethernet services, using Netsmart 500 graphical user interface (GUI), Netsmart 1500 network management system (NMS) and TL-1 command line interface

(CLI).

Diagnosed and solves technical problems in multi-tier customer networks.

Provided front-line support to customers by answering calls and technical questions and assisting with basic configuration issues.

Conducted follow-up analysis on unresolved customer issues.

Provided general technical support including test and turn up of new equipment, network configuration and assists in network migrations.

Created, maintained and provided detailed customer service reports (CSR) on all problem conditions reported on company equipment, ensuring the accuracy and timeliness of the data was maintained.

Implemented procedures outlined in product change notices as required by customer specifications, including hardware and software upgrades or system adjustments.

Served as a customer liaison and provided information or clarification on equipment operation and provisioning. T-Mobile – Frisco, TX 2009 – 2014

Technician III, Network Operations Center, Data Delivery & Support Team Selected as part of six-person team to commence T-Mobile’s network-wide HSPA+ upgrade which greatly increased data capacity, provided increased performance and 4G-like speeds to end users, and decreased corporate costs of data delivery by migrating last mile data transport off TDM T-1 backhaul to Metro Ethernet backhaul.

Performed test and turn-up of 1, 10, 50 and 100 Mbps Metro Ethernet circuits with third-party alternate access vendors (AAV) from T- Mobile’s Ericsson and Nokia Node B Base Transceiver Station (BTS) to T-Mobile’s mobile switching offices (MSOs).

Performed test, turn-up and migration of 1 and 10 Gbps Ethernet links and Link Aggregation Groups (LAGs) between T-Mobile and AAV.

Followed detailed Methods of Procedure (MOP) to execute configuration changes in production Cisco 6500, 6700, 7600 and ASR-9K, and Alcatel-Lucent 7750 SR-12 and 7705 SAR-F series optical, border, core, access, distribution and provider edge (PE) routers for maintenance and hardware and software upgrades.

Troubleshot Open Systems Interconnection model (OSI) layers 1-3 with equipment vendors, service providers, and other groups within the company, including Network Operations Center (NOC), Tier 2 groups, and engineering.

Assisted in troubleshooting of Alcatel-Lucent CDMA & Ericsson eNodeB through ECP, TICLI and AMOS during integration network integration

Tested T1s to remote cell sites through JDSU NetAnalyst.

Wrote detailed testing and troubleshooting procedures for dissemination to other technicians within the team.

Opened services requests and parts requisitions with vendors and service providers.

Tracked status of tickets, service requests, and parts requests from vendors and providers.

Annotated trouble tickets and work orders with detailed records.

Beta tested pre-release phone hardware and software with small groups of other testers to identify bugs and other issues to be resolved before public release.

AT&T – Dallas, TX 2007 – 2009

Fiber to the Premises/U-Verse SPOC Account Manager Part of eight-person team initially chosen to provide end-to-end customer support of client fiber to the prem (FTTP) POTS, ATM data and FTTP IP as part of AT&T’s “Triple Play” (U-Verse) services during critical migration of responsibilities from regional oversight to single point of contact center overseeing thirteen states.

Isolated trouble and issued commands in Alcatel 7340 BPON, 7342 GPON, General Bandwidth G6, and Ciena DN 7000 Manager using TLI and CLI as well as graphical user interface (GUI).

Identified network outages, notified affected customer care groups, and resolved, dispatched, or escalated for resolution as needed.

Trended incoming troubles to ensure expedient resolution.

Activated new POTS, ATM, and IP services with installation technicians at customer premise.

Coordinated with IP services groups to ensure seamless activation of new orders and rapid restoration of service.

Assisted customer care with activation and troubleshooting of IP data and IP video.

Interfaced with other groups within the company to ensure rapid order processing and trouble resolution.

Provisioned new FTTP POTS and ATM data orders through system to provide service to customer premise.

Corrected existing errors in provisioned orders and reissued as necessary for POTS and ATM.

Configured FTTP and voice gateway equipment for POTS and ATM data.

Troubleshot and isolated customer issues for immediate repair.

Contacted customer to ensure satisfaction with trouble resolution.

Trained new personnel in FTTP architecture and department operations.

Wrote job aids and procedures for the department. Level 3 Communications – Dallas, TX 2000 – 2007

Network Technician

Technician responsible for daily operations of an Alcatel DEX 600 switch site, performing billing, daily, weekly, and monthly maintenance and repairs, including after-hours maintenance and on-call duties. Executed daily and weekly backups on Nortel DMS 500 Class V switch, DSC/Alcatel DEX 600 Class 4 tandem switch, Alcatel/DSC MegaHub ISP, DSC CS1S 1x0, and DSC ECS1 3x1 DACS, and customer co-located equipment.

Troubleshot technical issues to resolve customer complaints, including completing timely repairs of failed hardware, minimizing service interruptions.

Carried out electrical and optical circuit end-to-end testing within the network and end offices to isolate faults and ensure operability of new and existing circuits.

Interacted with equipment manufacturer for software upgrades and fault resolution to ensure functionality.

Processed new turn-ups, disconnects, and change orders, including physical connection and wiring, as well as software cross-connects and optioning, including troubleshooting and groomimg at the switch, DACS and transport level.

Performed monthly, quarterly, and semi-annual preventative maintenance checks on all site equipment, including DC power plant and generator on twelve outside plant sites over a 400 route-mile distance, two switch sites, a data center, a terminal, a POP, and a junction, identifying components in need of vendor service and repair.

Responsible for inventory, tracking, shipping, and receiving of all site spares into and out of site, including providing spares to other facilities within the network.

Performed late-night maintenance and troubleshooting work on electrical and optical circuits at two switch sites, a data center, a terminal, a junction, and a POP, including grooming, rolls, testing, and wiring.

Trained in outside plant operations, such as fiber locating and splicing, including ribbon splicing. Alcatel USA – Plano, TX 1999 – 2000

Customer Network Operations Center Engineer

Selected as the first technician to staff a newly commissioned state-of-the-art Customer Network Operations Center, providing 24-hour monitoring of multi-element customer networks. Responsible for detailed observation and documentation of FVO (Field Verification Order) software loads on DSC/Alcatel MegaHub 600E for 508-38.00.00 and 508-39.00.00. Monitored health of customer networks in order to stay ahead of service-affecting situations. Analyzed developing fault patterns and initiated corrective actions, thereby minimizing service interruptions. Recommended software changes and updates, increasing efficiency in the network operation. Beta-tested and suggested improvements for proprietary network management software to programmers. Authored procedures compatible with ISO-9001 standards. Excel Communications – Dallas, TX 1997 – 1999

Network Management Technician

Part of nine-person crew that initiated Network Element Management Administration Center for the fourth largest long distance network in the U.S. Interacted with switch vendor and performed routine maintenance and troubleshooting for 11 DEX Tandem switches. Reported all trouble and outages and worked directly with underlying carriers to resolve traffic issues. Maintained 24-hour coverage for over 8 million customers. Collected, processed, and analyzed reports for network capacity. United States Army – Fort Bragg, NC 1991 – 1997

Fixed Station Satellite Communications Technician

Performed daily, weekly, monthly, and quarterly maintenance services on a prototype satellite communications system. Utilized site specific troubleshooting and switching software to maintain links and equipment. Provided 24-hour communications coverage for an intelligence unit providing support to over 100,000 troops in four domestic and multiple international locations. Repaired, aligned, and tested equipment, restoring critical communications lines with limited circuit loss.

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