Technician Sales Representative

Telecommunications professional with over * years of experience

troubleshooting and managing connectivity issues on DSL, DS1, Basic and

Prime Rate ISDN, DS3, and SONET services; experienced monitoring Alcatel-

Lucent cell tower backhaul SONET network elements.

Summary of Qualifications:

. Advanced Layer 1 troubleshooting skills

. Project Management Experience

. Exceptional interpersonal and communication skills

. Analytical and problem-solving skills

Technical Skills:

. COMPTIA Network + Certified

. Proficient with TITAN 5000 series and TEMS Digital Cross Connects

. Knowledge of Telco outside plant faculties

. Field experience in the provisioning and maintenance of DSL circuits

. Software: Microsoft Office (Word, Excel, Power Point, Outlook, Front

Page), SharePoint

. IBM/Tivoli NETCOOL Event Monitoring System

. REMEDY Ticketing System

. Alcatel-Lucent Network Monitoring System (INC)

Professional Experience:

Regional Network Operations Center (NOC) 2010 - 2011

Technician

Time Warner Cable El Segundo, CA

Monitor SONET Alcatel-Lucent (ALU) Cell Tower Backhaul (CTBH) network and

respond to service impacting events such as power outages, fiber damage, or

equipment failures. Expedite service restoral by triaging events and

engaging applicable work forces to recover impacted service (Transport

Engineers or SONET Field Technician). Monitor network event alarms via ALU

INC and NETCOOL to identify service degrading issues such as physical

errors or intermittent failures. Utilize network inventory system

(GRANITE) to verify circuit information such as IP addresses, cell tower

locations, and site access information. Track network events via REMEDY

ticket management system. Responsible for maintaining accurate ticket logs

with pertinent event information. Responsible for coordinating nightly

Change Management events and ensuring work performed adheres to MOP

procedures. Respond accordingly by engaging appropriate resources if MOP

deviations trigger network outage.

Manager, Technical Support 2007 - 2010

AT&T Communications Pasadena, CA

Provided Tier I technical support to approximately 150 local end users on a

variety of products such as Prime Rate and Basic Rate ISDN, T1, T3, and

SONET. Analyzed chronic and sensitive trouble reports and developed

resolution strategies. Aggressively escalated and worked closely with

internal departments in order to overcome service restoral roadblocks.

Consistently strived to meet or exceed MTTR (Mean Time to Restore) goals

and objectives. Managed training projects and developed online and class

room curriculum on software applications, policies, and procedures.

Responsible for developing and maintaining technical job aids; managed

training related projects.

Telecommunications Technician 2001 - 2007

AT&T Communications Pasadena, CA

Provided Layer 1 maintenance and troubleshooting of multi-point and point-

to-point DS1, DS3, and SONET commercial circuits. Managed trouble reports

and interacted with internal departments such as field technicians,

engineering, and advanced technical support teams. Interpreted performance

monitor data and developed service restoral and troubleshooting strategies

on chronic issues.

DSL Field Technician 2000 - 2001

SBC/Pacific Bell Communications Reseda, CA

Provided on-field provisioning and repair of commercial and residential

Digital Subscriber Line (DSL) circuits. Responsible for verifying DSL

signal quality at MPOE (Minimum Point of Entry) and installed and/or

repaired CAT 5 wiring and RJ45 jacks at customers DMARC (Demarcation).

Installed network components such as NIC (Network Interface Cards) and USB

network adapters on customer owned PC and/or Apple Macintosh desktops

and/or laptops. Installed and configured DSL modems and routers.

Responsible for investigating and troubleshooting connectivity issues such

as latency and packet loss. Upon management's request performed lead

technician duties such as work load management, technician trouble ticket

routing, and customer escalation handling.

Travel Systems Coordinator 1997 - 2000

The Walt Disney Company Glendale, CA

Provided Tier I support to more than 100 end-users with Operating System

issues (Win9x,), Network Connectivity, TCP/IP configuration, upgrades, MS

Office products and Internet connectivity. Installed logical printers on a

print server and preparing print server to host clients. Responsible for

troubleshooting hardware peripherals such as printers and modems. Provided

remote support to offices located in Miami and New York.

International Sales Representative 1991 - 1997

United Airlines El Segundo, CA

Handled incoming phone calls from Spanish and English speaking customers

that included booking global itineraries and answering inquires.

Efficiently handled special requests; assist all customers including those

with disabilities using company guidelines. Assisted in the start up of

call centers located in Mexico City and El Salvador.

Education and Training:

Bachelor's Computer Science, 2002

Telecommunications

Mt. Sierra College Monrovia, CA

Masters Business Administration 36 Units completed

Liberty University Lynchburg, VA

Military Experience:

1989 - 1990 U.S. Army, Ft. Lewis WA, Combat Engineer, Honorable Discharge

Contact this candidate