Bernard Vincent Morrison

**** ******** ******, ******, ** 22182

571-***-**** ad4sa6@r.postjobfree.com

LinkedIn https://www.linkedin.com/in/bernard-morrison-21600714

Network Operations Center Engineer / Call Center Supervisor / Incident Manager

Seasoned NOC Technician / Engineer / Customer Care Advocate

Experienced in creating and implementing SLA’s and KPI’s.

Experienced with implementing network procedures in a network operations center environment.

Excels in troubleshooting and effectively documenting myriad network operations issues.

Excels at incident management.

Award winning customer satisfaction background.

Certification History

Juniper JNCIA R&S Sep 2020

Cisco CCNA Cisco Certified Network Associate, R&S Nov 2015

Cisco I CCNP: Expect Encore 350-401 by 8/30/24.

Tekelek Eagle STP Troubleshooting (TNS Non-Certificate) Oct 2010

Nortel DMS-300 Translations June 1996

Nortel DMS-250 Translations June 1996

Tellabs TITAN 5500 (DACS) C&W Operations 1998

Cable and Wireless proprietary certifications:

SST Operations, SPC Operations; Transmission Theory; H.S. Digital MUX

Skills

Exceptional and award-winning customer satisfaction.

Excellent in Incident Management.

Competent in network configuration management, and all maintenance issues.

Experienced with LEC / IXC / ISP / Vendor Operation & Interaction.

Experienced in TDM, SS7 and IP network troubleshooting.

Experienced in Data Center Operations.

Proficient with Netcool, Spectrum, Remedy, Splunk, Solar Winds, Service Now.

Proficient in Microsoft Word, Excel, Power Point, One Note.

Experienced in analyzing and interpreting various network protocol data.

Relevant Experience

DSI Tech – Ashburn, VA 9/2022 to 2/2024

NOC Technician

Monitor and act upon network alarms.

Utilize Solar Winds Orion network monitor and alarm system.

Utilize Service Now ticketing platform.

Handle incoming calls and emails from customer and vendor partners.

Work, own and resolve all customer issues to SLA expectations.

Quadrant - Falls Church, VA 7/2021 to 12/2021

NOC Technician

(Contract Position for GTL)

Monitor and act upon network alarms.

Utilize Solar Winds Orion network monitor and alarm system.

Utilize Service Now, Remedy and other ticketing system.

Handled incoming calls and emails from customer and vendor partners.

Worked, owned and resolved all customer issues to SLA expectations.

Sprint – Reston, VA 8/2015 to 9/2020

IP Technician II – Network Operations

Monitor and act upon myriad network alarms, to include, but not limited to:

Cisco CE and PE routers.

Juniper PE routers.

Multiple proprietary devices, platforms and services.

Prioritize and work both proactive and customer generated trouble tickets.

Respond to customer inquiries and issues from e-mail, phone, and Sprint web portal.

Work, troubleshoot and escalate all issues with vendors to ensure timely resolutions to meet customer expectations.

Work closely with peer groups and higher-level technical groups on both customer and network issues.

Train, mentor and motivate junior technicians.

*Disclosure: Began as contractor though LanceSoft, INC. Made Sprint Associate April 2017

Transaction Network Services – Reston, VA 8/2010 to 8/2014

SS7 NOC Supervisor

Monitor and manage the workload on the TSD Desk to ensure that the work is appropriately distributed.

Ensure that staffing and skill levels are maintained throughout operational hours.

Supervision of technicians including performance management activities

Act as an escalation point and assist technicians in providing first-line support as needed.

Produce statistical reports as directed by management.

Troubleshooting circuits (DS0, T1, DS3, OC-X etc.) SS7, wire line and wireless services.

Troubleshooting and analyzing GSM, CDMA, IS41, LNP, CNAM, LIDB, CLASS protocols.

Provide direct support to internal and external customers to mitigate service impact resulting from network events. Provide protocol analysis support for SS7, wireline, and wireless services.

Responsible for monitoring network surveillance systems, responding to alarms and error conditions. Performing routine and corrective maintenance on network elements to include: SS7 links and SS7 routing and screening for ISUP, TCAP, GTT.

Working knowledge of SS7 Protocols and SS7 network elements. Proficient in SS7 message analysis using PIC and INET protocol analyzers.

Experience with Cisco switch and router interface configuration.

Arbinet, Inc – Herndon, VA 6/2000 to 9/2008

NOC Manager

Managed the operations of 10 to 17 team members in Customer Service, Network Operations, and Corporate Communications.

Created infrastructure for NOC staff.

Liaised with carriers, entailing the establishment of procedures between the two centers on how circuit outages will be handled.

Measured and provided monthly reports on circuit and network availability.

Established goals and objectives for group.

Ensured that all new equipment and services were operationally supported.

Scheduled and notified customers of all maintenance activities.

Ensured that senior management was aware of any network activities that could be business impacting.

Identified IT requirements and enhancements for automating and making NOC more efficient.

Configured both Nortel and Cisco PBX to include user administration.

Identified staff and system requirements needed to accomplish key functional goals.

24 x 7 on call support

NET2000 – Herndon, VA 12/1999 to 6/2000

Director – Switch Engineering

Directed 4departments:

DMS Switch Translations,

SS7 Infrastructure, and 911 service implementation.

Field Operations

Directed NPA/NXX administration and Fraud Control.

Charged with 24x7 on-call support.

Cable & Wireless, Inc - Tysons Corner, VA 6/1998 to 11/1999

Sr. Manager – Configuration Management

Managed 3 departments:

DMS Database Translations,

Domestic and International switch routing

Data Configuration.

Responsible for training and mentoring junior managers.

Provided 24 x 7 on call support.

Teleglobe, Inc – McLean, VA 9/1996 to 6/1998

Switch Engineer

Managed all aspects of switch translations and routing in DMS300 based switch network.

Applied knowledge of numerous international circuit protocols in switch translations.

Worked closely with vendors in SS7 trunk set up, CIC / Route set creation, etc.

Provided 24x7 on call support

Education

Embry-Riddle Aeronautical University 1982 to 1985

Aeronautical Science

Falls Church H.S. 1982

High School Degree

Other

Commercial Pilot: Fixed and Rotary Wing Ratings

Certified Flight Instructor – Airplane – Instrument (Previous)

PADI – Open Water Diver Certification

Member Sigma Chi Fraternity

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