Norman W. Hasman

** ****** ******, *********, ** 14624 abh9a8@r.postjobfree.com 585-***-****

PROFESSIONAL EXPERIENCE

PAETEC Holding Corp. Rochester, NY August 2005 –

Present

PAETEC is one of the largest CLECs in the US, delivering a broad range of Telecom services while

focusing on superior customer service

NOC Supervisor April 2010 Present

Responsibilities

• Currently manage a team of over 20 engineers, operating on a 24 x 7 basis. The team supports

small, medium and enterprise class business customers across a vast range of Data products.

• Architect standardized processes that ensure superior support of all PAETEC data products with

heavy emphasis on reduction of mean time to repair

• Manage interdepartmental relationships, ensuring unified efforts in trouble ticket resolution

• Mentor/coach NOC team leads, preparing them for succession to management or senior

engineering roles

• Primary technical escalation point of contact for the Executive VP of Operations

• Responsible for the communication and troubleshooting of complex, large scale outages on the data

network

• Proactively review existing network design for high profile customers and offer suggestions to improve scalability,

redundancy and optimize their services

Key Achievements

• Developed a “First Call Resolution” team that reduced ticket volume, increased productivity by an

average of 105%, and reduced MTTR by one hour

• Pioneered a cross training program for NOC Voice and Transport silos, later adopted as a template

across the department

• Developed highly specialized training guidelines and material for approximately 15 data products

and tools, resulting in the reduction of technical escalations and repeat trouble tickets

• Nurtured a relationship with our primary off net MPLS provider that resulted in the vendor dedicating

a group of highly skilled engineers to support the trouble resolution process, significantly reducing

MTTR

• Cultivated team morale resulting in increased job satisfaction and immediate career advancement of

NOC techs, establishing a cohesive team of highly driven individuals

NOC Team Lead – Data Group June 2008 April 2010

Responsibilities

• Primarily responsible for troubleshooting and providing expert consultation to clients on network design changes and

evolving business telecommunication needs for medium and large businesses

Provided technical/process training and post training support for PAETEC’s national team of data

•

engineers

• First level escalation point of contact for Tier 2 engineers

• Solely responsible for resolving all tickets escalated to Manager level and higher

• Created troubleshooting guidelines for all data products which were used as benchmarks for

evaluating knowledge and work performance

Key Achievements

Managed and developed the processes and procedures for the merger with USLEC’s NOC which

•

was used as the template for all other silos within the NOC

Played an critical role in receiving the Stevie Award for Back Office Customer Service Team of the

•

Year in 2009

Led a cross market team responsible for establishing processes focused on the life cycle

•

management of tickets during and post merger with McLeod

Received several Quality awards in recognition for superior customer service

•

• Received significant monetary compensation and recognition for resolving complex troubles involving high

profile/highly sensitive customers

January 2007 June 2008

NOC Engineer Tier 2 – Data Group

Responsibilities

• Proactively identify network outages in a fast pace, high pressure environment

• Subject matter expert on all PAETEC data products

• Resolution of complex troubles impacting Real time Media applications and VOIP across the MPLS

• First level escalation point of contact for Tier 1 engineers

Key Achievements

• Consistently exceeded monthly performance objectives by 50%

• Identified and designed workarounds for multiple hardware/software bugs in collaboration with our vendors

August 2005 January 2007

NOC Engineer Tier 1 – Data Group

Responsibilities

Provided support and trouble resolution for the following products:

•

MPLS/Internet/Ethernet Local Loop/Dynamic IP(VOIP)/DNS/Hosted Email/Hosted Network

Based Firewall/Message labs Mail and Web Security

T1/T3/OC12/48/ATM/ Fixed Wireless/Frame Relay transport issues

PAETEC’s ARD/MRD solution for the financial industry

IPSEC and Cisco Remote Access Client troubles – Cisco VPN concentrator

VOIP service on the Broadworks Platform

Responsible for configuration and troubleshooting of various Cisco/Adtran/Juniper routers

•

Frontier Communications Inc. Rochester, NY August 2001 August 2005

Frontier provides voice and data services to residential and business customers across the US

Internet Help Desk Technician - Tier 2

Responsibilities

• Provided expert level support to business and residential customers on the following:

Line quality troubles impacting ADLS service

Remote Access server connectivity issues on Windows and MAC OS

Internet access troubles caused by spyware, corrupt web browser software and corrupted

TCP Winsock within Windows

SMTP/POP3 email connectivity troubles

• Responsible for the configuration and set up of

Speedstream 5600 DSL routers for Business Customers

Linksys Wireless Router and USB Wireless Ethernet controllers over the phone with

residential customers

Dialup Internet Access within MAC OS 8.5 9 and Win 95, 98, ME, NT and 2000 operating

systems

Various flavors of DSL service that use the following architectures: DSLAM, Shasta, BRAS,

PPPoE and PPPoA

EDUCATION

B.S. Business Administration, SUNY College at Brockport August 1996 May 2000

Graduated as Summa Cum Laude; Honor Societies Sigma Beta Delta, Alpha Chi

TECHNICAL SKILLS

Operating systems: MS DOS, Windows 3.x, 95, 98, NT 4.0, 2000, XP and Win7, Mac OS 8.5 to Mac OS X, UNIX, Linux

Hardware Experience: Cisco 7000 series and 12410/PRP routers, Juniper ERX, Juniper M10 and M20, Cisco PIX, Cisco

ASA5520, Cisco 3750, 4500, 6500 Switches, Cisco IAD 2400 series routers, Watchguard Firewall, Adtran Netvanta series,

Adtran 600 and 900 series IADs, CatOS, Adtran AOS, JunOS, Lucent CBX500, Cisco Call Manager, Lucent 5ESS, Plexus

Softswitch, ACME SBC

Routing Protocols: BGP, ISIS, OSPF, EIGRP

Network Management: SNMP, Netflow, Fluke Visual Uptime Select, MRTG,

Alcatel Lucent Vital Suite Software

Knowledge: Strong knowledge of TCP/IP, ACLs, Broadsoft Broadworks, MPLS, QoS, IP Routing,

DNS, Message labs Web Security, Message labs Email Security

Certifications: Security+

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