Engineer Customer Service

Joseph J. Domingeaux Sr.

**** ****** *****

Cedar Hill, Texas 75104

337-***-**** @ Cell

CAREER EXPERIENCES

CompuCom - Dallas, Texas

Network Operations Center - Customer Support Technician (May 2010 -

Present)

. Monitor multiple customer networks using HP Open view and respond to

tickets opened by routine alarms and network issues.

. Analyze, diagnose, document and troubleshoot issue that impacts

services from

end-to-end.

. Document and track technical problems and resolutions implemented to

repair issues using Clarify ticketing system.

. Remote access into customer networks following specific customer -

specified procedures

. SSH or telnet to Juniper, Vanguard and CISCO routers, and switches, to

identify and

isolate problems.

. Assist, educate, and instruct customers step-by-step on resetting

equipment, clearing

alarms and isolating issues related to power, cabling or customer

premise equipment.

. Contact providers to open trouble tickets, coordinate after hours

testing, and drive issue to a timely resolution

. Coordinate and track technician dispatches.

. Maintain external and internal oral and written communications through

the duration of an issue

TelVista - Dallas, Texas

Call Center - Technical Support Agent (Nov 2009 - May 2010)

. Provided technical support for video, telephone and internet services for

Verizon

FiOS customers on a national level.

. Instructed customers on isolating issues to the appropriate malfunction

customer premise equipment (CPE), such as Optical Network Terminal (ONT),

Battery Backup Unit (BBU), cabling, routers, computers, and Set Top Boxes

(Standard Definition and High Definition).

. Troubleshoot and resolved issues with VoIP on a DMS-100 switch for

telephone calling features and Verizon FiOS video (cable TV) services.

. Remotely access customer computers to set up wireless internet

connections, as well as resolve email configurations to ensure customer

can send and receive email.

. Optimized and reset browsers and optimize computers to improve

performance issues.

. Troubleshoot and isolate internet connectivity and slow connections

issues with Actiontec, D-Link and Westell Routers.

. Assisted, educated, download, removed and reloaded Verizon Security

software to protect

customers' computers.

. Coordinated shipment replacement of malfunctioning equipment and

scheduled service

call appointments to repair services.

. Documented and track reported problems using the iCAD trouble ticketing

system.

. Handled high call volume in a fast pace environment while providing

excellent customer services

NuComm International -Lafayette, Louisiana

Call Center - Customer Service Representative (Aug 09 - Nov 09)

. Provided all activities associated with customer support issues for sales

of Comcast Digital products such as digital voice, cable television and

internet services.

. Handled high call volume in a fast paced environment while providing

excellent customer service.

. Documented reported problems in the trouble ticket system to ensure

resolution of problem.

Lafayette Consolidated Government - Lafayette, Louisiana

Lafayette Utility Systems - Senior Communications Network Technician (Feb

09 - Aug -09)

. Staffed and ensured Helpdesk Customer Support expectations were met

through first and second level problem resolution efforts.

. Ensured Helpdesk personnel were responsible for the functions as the

initial point of contact for IPTV, internet, and voice service.

. Provided guidance, direction and work schedules for employees to ensure

sufficient helpdesk coverage during normal business hours as well as on-

call support.

. Documented reported problems in the trouble ticket system and follows up

with customers to ensure resolution of problems as well as satisfaction

with service being delivered.

. Monitored and documented related problems with the Wholesale SONET

network for business customers using MPLS technology.

. Resolved technical problems related with email accounts, email filtering,

resetting passwords, and assisting customers with software downloads.

. Developed and implemented processes and procedures for handling day-to-

day business for IPTV, internet and VoIP services.

. Isolated and resolved problems with video quality which included

equipment failure for Optical Line Terminal (OLT), Optical Network

Terminal (ONT), Standard Definition and High Definition Cable Television

Set Top Boxes.

. Provided mentoring to junior helpdesk support staff

Verizon Business - Cary, North Carolina

Global Event Network Management Center - Network Engineer III (Aug. 00 -

Mar. 07)

. Led a team of professional network engineers as well as educated them on

multiple technologies for telecommunications switching, transmission, of

data and voice networks.

. Disseminated outage and change management notifications for local

services, and long distance services for domestic and international

networks.

. Served as the single point-of-contact on all planned maintenance and

unplanned outage information as well as handled escalations with account

representatives to ensure customer satisfaction.

. Performed analysis on demand maintenance that impacted customer services

and provide recommendations as to whether it was feasible to proceed.

. Maintained, and tested disaster recovery plans including technologies

associated with business.

. Developed and integrated processes and procedures for processing each

outage notification and maintenance request.

. Composed and maintained shift schedules to ensure sufficient engineers

were scheduled to work each shift in a 7x24x365 operation.

. Scheduled training courses for skill development of engineers to achieve

the required knowledge needed to perform all objectives and

responsibilities associated with their position.

. Assigned engineers projects and task as well as assisted them with the

project or task to ensure results were concise and of quality.

. Traveled to customer locations to train new reporting organizations,

build and maintain relationships with technical supporting members, to

bring on to the outage notification application.

. Performed managerial task during upper management absence.

. Received honorable award which was recommended by coworkers for excellent

leadership.

MCI Communications Inc - Cary, North Carolina

United States Postal Service (USPS) Network Operations Center (NOC)

WAN Engineer II (Apr. 99 - Aug 00)

. Proactively monitored a Frame-Relay network using DEC TeMip for the

United States Post Office.

. Provided network operations support for an IP routed network which

consisted of CISCO routers and switches.

. Telnet to CISCO 26XX & 75XX series routers, and catalyst switches 19XX,

29XX & 35XX series to administer configuration changes.

. Created trouble tickets in the Remedy trouble ticketing system and

tracked problem to resolution, documenting all actions, until the issue

was repaired.

. Remotely tested DS1/T1's, Fractional T-1, 56K and DS3/T3 circuits to the

DMARC location (CSU/DSU) using company built testing applications on

Layer 1.

. Performed head-to-head testing with Local Exchange Carriers (LEC),

Incumbent Local Exchange Carriers (ILEC) and Other Common Carriers (OCC)

to isolate fault on physical circuit.

. Implemented BGP, and OSPF protocols via Layer 3.

. Performed team lead duties such as monitoring tickets, and providing

assistance to junior engineers.

. Held a Top Secret security clearance to perform these duties.

MCI Telecommunications

Raleigh, North Carolina

Network Management Command & Command Control Center (NNMC)

Tier II Technical Support Engineer (Sep 95 - Apr. 99)

Transmission Planning & Management

Richardson, Texas

Planning Engineer (Dec. 92 - Sep. 95)

Network Engineering Systems Support

McLean, Virginia

Project Manager (May 89- Dec 92)

. Received honorable award for saving the company millions of dollars.

Eastern Region Network Operations Center (Eastern Region NOC)

Reston, Virginia

Network Surveillance Engineer III (Jan 88 - May 89)

National Network Management Center

Reston, Virginia

Switch Network Management Engineer II (Nov 86 - Jan 88)

Satellite Business Systems

McLean, Virginia

Switch Network Management Engineer I (Dec 83 - Nov. 86)

. Received honorable award for excellent technical support

Totco Drilling Instrumentation

Lafayette, Louisiana

Field Engineer (Sep. 81 - Dec. 83)

United States Air Force

Telecommunications Systems Control Specialist (Tech Controller)

Patrick Air Force Base; Cocoa Beach, Florida (2nd Combat Communications

Group)

. Received multiple awards for technical support to Joint Communications

Support Element (JCSE)

Clark Air Base, Philippines (1961st Communications Group)

Andrews Air Base; Allentown, Maryland (2045th Communications Group)

Keesler Air Force Base; Biloxi, Mississippi (Telecommunications training)

Lackland Air Force Base; San Antonio, Texas (Basic training)

Operating Systems: Vista, Microsoft XP, and NT, Microsoft Windows 2003,

2000, 98, Cisco IOS, and UNIX operating systems.

Technologies:

Software - Microsoft Outlook, Microsoft Word, Microsoft Excel, Pronto,

Ping, Trace Route,

Media Manager, xVu, AMS 5520, Stratus/VDDS, IBM TeMip,

Harvard Graphics

Hardware - Motorola Set Top Boxes: High Definition QIP7216-DVR, QIP7100,

QIP6416-DVR, QIP6200, VIP1216 DVR

Standard

Definition: QIP2708 DVR,

QIP25000, VIP1200

Protocol: TCP/IP, BGP, OSPF, Frame Relay, X.25

Routers: CISCO 871, 26XX, 75XX, Juniper, D-Link,

Vanguard,

Actiontec MWI1424R-GEN2, Westell

9100EM,

Switches: MetaSwitch, Catalyst Switches 19XX, 29XX &

35XX, ISDN/VSAT,

Alcatel DEX-600E, Nortel DMS-100 &

250, Ericsson AXE-10 and

Wescom SCX-580

Transport: Optical Network Terminal (ONT), Optical Line

Termination (OLT)

SONET OC3, OC12, OC48, OC192; STM1,

STM4, STM64

Alcatel DACS 1630 (DXC-1/0 Narrow

Band),

Alcatel DACS 1631 (DXC-3/1), Wide

Band), Alcatel DACS 1633

(DXC-3/3 Broad Band), Tellabs 5500,

DS0, DS1/T1, DS3/T3;

E3, E1, PBXs, and channel banks.

CPE: CSU/DSU, Network Interface Device/Unit

(NID/NIU), Smart Jacks,

Modems, Power Supply, Routers,

Switches

Contact this candidate