Customer Service Manager
Resume:
TIMOTHY BURNS
Peabody MA 01960 *********@*****.***
QUALIFICATIONS
. Over 10 years of Technical Support experience
. Excellent communication and problem solving skills
. Effective in working under pressure to meet deadlines and
provide solid customer service support
. Able to manage several projects at one time and prioritize
accordingly
. Hard working, dependable, efficient, flexible, organized
. Self disciplined and self motivated
. Familiar with Windows Operating Systems
. Oracle Installation
. Full support, installation, troubleshooting and maintenance of
Multi-Tiered enterprise architectures and proprietary software
ACHIEVEMENTS
. Documented and executed all production implementations relative
to supported components and provided rotating 7x24x365 production
support coverage for mission critical applications
. Provided support for all production systems including hosted
and licensed platform applications, network, and hardware equipment
. Analyzed problems reported by alarm messaging, the carrier call
centers, internal or external management groups and customer switches
and NOC's
. Isolated problems, determined and performed the appropriate
corrective action, documented problems
. Provided on-going communication and informational updates
internally and externally to their customers
. Assisted Field Services personnel or visited carrier NOC
locations and applied good end-to-end telecommunications knowledge
encompassing cellular, RBOC, inter exchange carrier, voice and data
applications
. A+, Network+, Security+, Cisco ICND, MCSA Certification
Candidate for September 2008
WORK EXPERIENCE
CoreTechs - Verisign
Technical Support Representative 8/2008 - 12/2009
. Supporting VeriSign Customers, analyzing problems and inquiries
with routing, short code issues and International SMS messaging.
. Used various tools including RDB manager, SalesForce, MMSAdmin,
IMN GUI, MMG Log and MetCalf to accurately verify and correct issues
with the various VeriSign products. Including PMG, ICSMS, ICMMS, OCSMS
as well as IMN and MCDN.
. Worked rotating shifts accordingly to the needs of VeriSign
24X7 Support.
BCGI, Bedford, MA 1995 - 2007
Production Application Support Engineer I 2005 - 2007
. Maintained, configured and installed bcgi's proprietary
applications on supported middleware environment hardware (includes
production, pre-production, QC, IOT and Training).
. Troubleshoot call-processing and payment issues as assigned by
Manager on supported components.
. Worked with IOT/QC team in testing QA and pre-QA releases
. Used all available tools such as application logs, OVIS, OVO
PM, BMC Patrol, MSA Log Miner, and Network Intelligence to quickly
diagnose and mitigate customer-affecting issues.
. Wrote MOPs (Method of Procedures) for all supported middleware
component implementations and maintenance windows.
. Created customized scripts to automate the maintenance and
implementation processes
. Assisted Manager in developing and training PrAS Engineers
. Took a leadership role on various mid-to-large scale middleware
implementations, upgrades, and special projects (internal and
external) as assigned
Help Desk/Network Operations 2000 - 2005
. Monitored and supported the Prepaid Wireless and Payment
Services networks and services consisting of SS7, Web portals and 611
application and hardware platforms using various monitoring tools
. Coordinated with the carriers to proactively make busy and DAX
affected circuits to maintain service and eliminate system down time
. Ensured that the outage is accurately recorded, reported to all
concerned internal and external groups, and reflected on a Remedy
tickets
. Escalated problems to next level of support for follow up and
testing as required
. Identified, tested, corrected, and/or escalated problems
related to the LAN/WAN, Frame Relay, Routers, SS7, DS0, DS1, and DS3
circuits, ISDN, Prepaid Wireless hardware, middle-ware applications,
power related issues, Oracle database, and various servers for
internal corporate use
. Worked closely with and assisted Field Services, Technical
Support, Release Engineering, and QA with all upgrades, enhancements
. Developed and provided documented trouble analysis and detailed
trouble report analysis as required to support those groups
Cellular Customer Service for LA Cellular 1997 - 2000
Roaming Service Representative 1995 - 1997
SOFTWARE EXPERIENCE
. Microsoft Operating Systems including NT 4.0, Windows 2000,
Server 2003 & XP Pro, Microsoft Office Suite
. Familiar with Red Hat Linux Operating System
. Proprietary Software: Responder Application, Call Controller,
TIN Telephony Interface Node, bIP BCGI Intelligent Peripheral
EDUCATION
New Horizons Computer Learning Centers, Nashua, NH 2008
. Coursework in preparation for certifications in A+, Network+,
Security+, Cisco ICND, MCSA
Red Hat Facilities, Westford, MA 2006
Certificate, Introduction to Red Hat Linux and Systems Administration Level
1, 2
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