Customer Service Training

Joseph W. Poplawski

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Email: ******@*****.***

Work Experience

**** - ******* ***** ******** *********

Managing Partner

o Formed company to sell Voip services and equipment to small business. We

are now leasing server access to provide Soho and Enterprise services.

Website: www.whitetelco.com

2005 - 2006 Belphone (Belgravia Telecommunications Company)

Director of Operations

o The company was a VoIP provider. The company served both the US and

Mexican markets. The company now focuses on the Mexican market only. The

operation is in the process of moving to Mexico City. The company provided

voice services to small thru medium businesses.

2002 - 2005 White Mountain Telephone

Owner

o Managed and operated a small business that sold small telephone systems,

long distance and local services within the greater Las Vegas area and on

the internet.

o Contract services with RBM Communications. The company at sold Voip

services to the Hispanic community in the USA and Mexico. I provide

support for network planning and operations of their soft switches.

2000 - 2002 OneSource Teleservices

Director of Network Services

The company was a Clec in Las Vegas, Nevada. The company migrated from a

pure resale role to being equipment based.

o Responsible for Provisioning and Installation of Customers for Local and

Long Distance services

o Data Collection and translation of Call records for Local and Long

Distance billing

o Tax Preparation for Local and Long Distance

o Daily Operations of CSR and Trouble Reporting

o Analysis and Reports for Local and Long Distance services

o Designed, installed a Lucent 7 R/E VCDX Central Office and associated

remote wire center equipment.

o Installed small telephone systems, trouble shoot circuits ( T1, DS3, STS-

1)

o Installed web servers, proxy servers, firewalls and Cisco routers.

o Setup and maintained a Windows NT server for customer service and

customer records.

1997 - 2000 Telpac Industries Inc.

Director of Network Operations

o Responsible for all technical aspects of the company.

o The company had locations in the United States, Pakistan and China.

o The company assists in national infrastructure development and

international gateway communications.

o Developed network design proposals for voice and data systems.

o Designed and Installed a NACT STX 2000 Switch, NACT NTS 1000 billing

system, LANs and Web Servers for company long distance resale operation.

Designed and managed the installation of corporate telephone and LAN

systems. This included both a Norstar pbx in Las Vegas and an Alcatel pbx

systems in China.

1991 - 1997 White Mountain Telephone

Telecommunications Contractor

o Installed and maintained prepaid telephone card systems, data networks

and interactive voice response systems for Interactive Telephone Networks

Inc.. The network was 9 active locations collocated at major switching

hubs throughout the United States.

o Worked as the Manager of Telecommunications for Direct Alliance

Corporation in Phoenix, Arizona, a division of Insight Direct. Managed and

Installed LAN systems, personal computers and servers. Maintained a

Northern Telecom Meridian PBX, ACD and Voice Mail System.

o Worked on Dialogic Products developing voice mail systems and Interactive

Voice Systems for entertainment, order entry and announcements. Managed

and maintained NACT STX-120 switching systems, NACT NTS Billing System,

Cisco routers, Fast Comm "frads", Dynatech X.25 hubs, Meridian and Nortel

PBX systems.

o Managed software development and operations of a Stratus computer system

for credit card and telephone calling card clearance and validation. This

was done for Members Financial Service Bureau of Phoenix, AZ.

1989 -1991 FibreTec/EDM, Inc.

Director of Network Operations

o Installed a toll operator system in Salt Lake City for TEC-FNC and Tel

America using the DSC 400 Switches in a SS7 network. This included

automated operator for calling/credit cards calls. Assisted Military

Communications Systems with pay telephone programming and fault

resolution.

o Assisted TEC-FNC in Jackson Mississippi on an Northern Telecom Eops (toll

operator) system.

o Manufactured a PC based PBX system. This product was sold to the lodging

and medical industry.

o Operated and maintained a national voice mail system.

o Received training on ISO practices for board assembly, testing and

integration. Received training on the Boston Technology Voice Mail

Systems.

1988 - 1989 United Artists Telecommunications, Inc.

Director of Switch Operations and Network Planning

o Installed and maintained a toll operator and switching system in New York

City.

o Received training on toll billing systems, toll operator systems in an

equal access environment, Tellabs T1 Multiplexers, filing tariffs and

applying for certificates of convience and necessity. Received Training on

the NSC Power Port Switch. Repaired and programmed pay telephones for

properties and theaters.

1984 - 1987 Sky Switch Satellite Communications, Inc.

Director of Program Operations

o Installed and maintained satellite networks worldwide.

o Designed packaging of a DAMA satellite system used with GTE Spacenet for

numerous television trucks and fixed locations.

o Performed type acceptance of products for the Australian government and

Ausat.

o Deployed portable earth stations for the US Forest service during major

forest fires in Idaho. The system provided PBX services; switched long

distance and Internet access on a dial up basis for logistics of major

fire camps.

o Received training on DAMA based protocol systems, SCPC FM modulation

systems, solid state amps, low noise block converters, wave guide systems.

I performed Carrier system installation, alignment and test. I received

training on MITEL PBX systems.

1982 - 1984 Near Space Communications

Director of Program Operations

o Setup manufacturing and test of Toll Operator Systems. This was the

transition from a R&D to a manufacturing company

o Developed new product lines based upon core technology.

o Developed marketing information for sales.

o Performed technical sales support.

o Became familiar with the Blue Book and the Notes on the Network. Worked

on integrating the toll operator system with the ESS 5, GTD 5, DMS-100/200

and the Stromberg Carlson DCO.

1980 - 1982 The Chicago Board of Trade

Chief Telecom Engineer

o Designed and installed new communications system for a 30 story building.

o Designed and installed a new trading center.

o Installed a new digital PBX system for the Chicago Board of Trade with a

capacity of up to 6,000 lines.

o Received training on the Intecom data/voice PBX, courses on building

industry standards from Centel as well as training on closed circuit TV

and coaxial cable systems. Courses from the CBOT on commodity trading.

1979 - 1980 Northern Telecom

Midwest Transmission Supervisor for Private Networks

o Installed and maintained private networks within the Midwest area.

o Installed and maintained resale tandem centers for companies such as MCI,

SPCS, etc

o Received training on the Danray and Northern Telecom Switches. This

included the CTSS 1000, CTSS 4000, RSS 250, DMS 100 and SL1 PBX.

Maintained and repaired Data General Computers, tape transports disk

drives and memory units.

1976 - 1979 United States Air Force, North American Air

Defense Command

Telecommunications Systems Controller

o Maintained and installed communications circuits within Cheyenne Mountain

Complex.

o Held the position of assistant circuit engineer. Designed and tested new

circuits installed at the complex.

o Maintained status of all sensor and communications systems for Norad

o Daily Briefer- Provided the monthly reports and daily briefings to the

commander of Norad

o Worked on projects evaluating readiness of the command.

o Received training on data network protocols, circuit standards and test

equipment.

o Received training on Collins/Rockwell Microwave systems and fiber optic

carrier systems.

o Received training on T1 data multiplexers and channel banks.

o Received the Joint Service Commendation Award for writing a reference

manual explaining how all sensor and communications systems worked and

their inter-relationships.

1972 - 1976 United States Air Force, 2nd Mobile Communications Group

Telecommunications Systems Controller

o Provided mobile communications systems throughout Europe and the Middle

East. Operated and Maintained Tech Control Vans. Tested and maintained

voice, data and fax circuits. Provided fault isolation and testing of all

operational circuits. Installed and maintained microwave and tropo systems

in the field.

o Assigned to Quick Reaction Packages for trouble spots as needed.

Installed, operated and maintained mobile HF radio equipment with

associated teletype and voice circuits.

o Augmented other Tech Control Facilities in Europe.

o Network Controller for Aerospace Rescue and Recovery Squadron in Europe

for the Apollo/Soyuz and Skylab Missions.

o Worked as a network controller at the Group Command Center. Provided

status of all deployed systems as well as coordinated all support and

logistics of deployed systems.

o Received the Air Force Commendation Award for work done in relocating the

Group to new facilities in Wiesbaden, Germany.

Education Graduated from St. Augustine Seminary

Attended Chicago Community College, Major in

Business Administration

Attended Chapman College, Major in Electronic

Technology

(Courses in AC analysis, DC analysis, solid state

design, digital computer design and Communications

Systems Analysis).

Air Force Basic Electronics School

Air Force Telecommunications Systems School

InteCom PBX Systems

EDM PC-PBX

Northern Telecom Switching System Courses

(DMS-100,DMS-250)

Northern Telecom Dops (Digital Operator Position

System) and Eops

NACT Small Tandem Training (LCX-120, STX-2000)

NACT Telecommunications billing system

(NTS-1000,NTS-2000)

Lucent 5 ESS provisioning and maintenance school

Lucent VCDX central office

Lucent FT-2000 Lightwave system

Vertical Networks Integrated Telephone Systems

WaveRider Wireless Networks (900 Mhz Wireless Local

Loop)

TalkSwitch PBX

Allworx PBX

Polycom VoIP telephones

Aastra Telephones

Bicom Systems VoIP servers

PortOne VoIP servers and billing system.

Tigernetcom VoIP Telephones and IP based pbx

Hobbies and Organizations:

o Astronomy

o Fishing

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