Customer Service Training
Resume:
Robert T Durbin
Tulsa OK *****
********@***.***
Summary
Twenty plus years of diversified experience in military/civilian telecommunications and structured
cable configuration, specializing in engineering, design, and implementation of residential and
commercial systems controls; voice/data networking; digital and analog circuits; signal processing;
microwave analysis; RF circuit design; and technical writing and publication procedures.
Ten years in the Electronic Engineering field with Digital and Computer Information Services
background.
Seventeen years of combined service in the US Navy and Army National Guard as a Senior Enlisted
Non - Commission Officer in Communications and Special Operations.
Work History:
TAD PGS Inc/SRI
Network Configuration/ Web Server Admin Feb/2011 / Mar 2011
-Provided previous military and civilian experience to design, build, and support a hybrid network.
Support Linux Web servers to record and review After Action Reviews that support troops training for
overseas deployment. Mission included deploying and maintaining 110 ft RF military radio towers and
radios communications stations. Maintained managed/unmanaged switches, routers, WAPS, bridges,
RF bullets, Sat Dishes, Multi/single-mode Fiber, MC’s, Combiners, and Secure Comm./Sec.
Configured Multiple VLANS, IPSEC, Mac Filtering, and VPN Porting. Maintain Daily backup of
Web Server and Bandwidth logs and reporting. Overlap with NOC duties and requirements as needed
Union Public Schools
IT Support Analyst/ part-time Bus Driver Dec 2009 / May 2010
-Provided IT Tier 1 support for Moore Elementary, Cedar Ridge Elementary, and the 6th and 7th grade
center for the Tulsa Union School District. Primary duties are the installation and maintenance of 2700
Dell and MAC desk top computers/monitors, 100 laptops, 1000 printers, 100 overhead projectors and
smart boards, 3 portable computer labs for State Testing, 3 Media centers, and 2000 other electronic
devices such as TV’s, VCR’s, DVD/VCR,s Laser Disc, Stereo Systems, Video Cameras, Digital
cameras, Scanners, and copy machines. Other duties required software installation and updating, Bata
testing, user training, network support of servers, printers, and computers to office administration,
teachers, and student domains, minimize all security conflicts. Other duties include driving a School
bus on a provisional basis.
Masters AC
HVAC Apprentice May 2009 / Aug 2009
Primary duties: To assist in the install of central air units into both residential and commercial
buildings and homes. Build duct and chase, reclamation of old units and duct work. Perform service
calls which included cleaning condensers, A-coils, Charging compressors, testing and replacing
capacitors, circuit boards, fans, thermostats, electrical wiring, brazing copper, soldering contacts, and
pressure testing. Install and repair gas packs and heating units, gas piping, leakage testing, and
performance diagnostics. Performed all other duties as required
Mil-Tell Communications
Field Support Tech Nov 2008 / May 2009
-Responsible for the completion of installs, service repairs, and maintenance calls of 3 product service
for Cox Communications. Performed inventory and help support of junior techs in the field as needed.
Perform senior level escalation calls for customer service and repair. Completed daily logs and billing
reports as required. Completed all other duties and requirements as needed.
Micor Communications Phoenix, AZ
Director of Operations/Training Manager May 2007 / Nov 2008
-Responsible for the supervision and management of employees in the completion of installs, service
repairs, and maintenance calls; provide training for Cox Communications’ standards/procedures for
installation, repair, and maintenance of Video, Data, and Telephony services. Produced and
implemented a turnkey progressive 4 week certification class for new employees to 3 product services.
Duties were to maintain quality and safety reporting; scheduling/routing; follow up security issues;
Completed day-to-day operations, directing all other protocols and duties as required. Company was
awarded top Cox Contractor of the year 2007 and 2008.
Best Western International Phoenix, AZ
Network Design/ Support Analyst/Tier 2 Support. Aug 2005 / May 2007
-Provide a variety of support functions to Best Western International hotels, staff, and guests with
design networking, hardware engineering, and remote guest support, completion of the High Speed
Network Projects covering 2500 properties in the United States, Canada, and US Territories. Develop
and implement property network layout and mapping, ISP support guidance, cable vendor bidding, and
advanced technical support of HSIA to property owners. Resolve complex chronic connectivity issues.
Initiate recommendations for new and emerging products and services. Integrate strategic requirements
for validation, research, testing, and implementation of enhanced technologies. Perform other duties
and special projects as requested, including: mediate price negotiations, turnkey network management,
re-design of substandard networks, assist ordering additional equipment, track ticket trends, maintain
support call documentation, and assist departmental managers in overall daily operations.
Micor Communications Phoenix, AZ
Network field supervisor/Training Manager Aug 2004 / Aug 2005
-Responsible for follow up service repairs, maintenance calls, and training for Cox Communications
standards/procedures. Train/track performance of techs in the installation, repair, and maintenance of
Video, Data, and Telephony services. Maintain quality and safety reporting; scheduling/routing;
follow up security issues; progressive certification of new employees to 3 product services.
Successfully complete day-to-day operations, protocols and duties as required.
Volt Communications Tempe AZ
Field Supervisor/Lead Tech Contractor May 2003 / Aug 2004
-Responsible for the supervision and completion of installs; service repairs; and maintenance of
video, data and telephony services. Perform daily Quality Control checks on techs; follow-up customer
surveys; assist other senior techs as necessary; Chronic Liaison for issues between internal and external
customers; support new employees on daily duties and responsibilities. Other projects included the
engineering and design LAN/WAN of Volt Communications phone and data networking systems in the
Tempe system; Arizona School Project for Qwest; and small end-to-end projects as requested.
US. Networking Systems Phoenix, AZ
VP/Director of Operations Nov 1999 / May 2003
-Responsible for the direction, management, logistics and coordination of all projects and operations.
Duties include consulting, design, budgeting, turn-up and testing, closure and follow-up of customer
operations. Manage residential and commercial cabling installation, repair and maintenance in
diversified applications. Initiated comprehensive and recitative staff training and development.
Implemented and monitored OSHA/safety guidelines. Generated new business through referrals and
advertising, delivering consultative executive level presentations, negotiations and contracts with
companies such as Qwest Communications, Cox Communications, Amerilink, and Dish network.
Directed and managed such projects as the Arizona School Project, City of Phoenix police and fire
station wiring project, and Communications Workers of America Union infrastructure project.
Qwest Communications, Phoenix AZ
Network Tech/ 2years Aug 1998 / Nov 1999
-Recruited to install, repair and maintain residential and commercial video, telephony and data services
for the Phoenix Area. Assisted with the introduction, installation and integration of the VDSL training
facilities and subsequent training, both in classroom and practical applications. Selected to chronic
services program to troubleshoot long-term problems with consistently positive results and low
percentage of callbacks. Authorized to maintain USAM, Fiber, and cross-boxes services equipment,
include repair services in a COT and engineering capacity. Provided optimum customer service; noted
for adeptly resolving escalated customer calls. Promoted to Interim field supervisor for the VDSL dept.
Assigned special projects involving dispatch, customer service issues, equipment inventory control,
materials management, management control reporting, and direction of quality and productive of field
techs. Other duties included cross-training in grid mapping, routing, warehousing, Tier II field support,
RCMAC, internal operations supervisor in a call center environment. Met and exceeded company
standards ensuring a seamless work flow.
Cox Communications Phoenix AZ
Data/ Video/ Telephony Technician/2years Jan 1996 / Aug 1998
-Responsible for the installation, repair, maintenance of state of the art video, data and telephony
services. Developed and introduced new trouble desk procedural manual with step-by-step guidelines
for optimum customer care. Identified and initiated certification training, Setup 90% of all @home
demos, displays, and kiosks, including onsite support and engineering of Phoenix Bank One Ballpark.
Promoted to lead tech and liaison for field techs and plant maintenance based on outstanding record
and customer relations. Recognized as 1of 5 to be fully qualified to receive all three product
certifications in the west valley. Other qualifications and training included MCP/MCSE, Cisco, and
Networking topologies. Senior advisor for trouble desk. Perform all other duties as required.
TCI Communications Scottsdale AZ
Audit Coordinator/Quality Inspector contractor July 1994 / Jan 1996
-Responsible for the identification and control of TOS (theft of services) for the entire Scottsdale/
Carefree/ Cave Creek/ Fountain hills/ Rio Verde areas, encompassing over seven hundred square miles
of plant system. Coordinate and investigate all incoming calls /complaints/ concerns of internal and
external theft. Worked closely with federal and local authorities in sting operations to apprehend and
prosecute offenders. Revised Quality Control and auditing and tagging procedures developed a
comprehensive manual used by all technicians. Inspected plant infrastructure and security platforms
down to the engineering stages. Maintained residential and MDU vaults, pedestals, and lock boxes.
Performed with different departments on standards and procedures in a field environment. Prepared
tracking, time management, and cost budgets reports.
Army National Guard
Senior NCO Communications Mar 1990 / Jan 2000
-Responsible for the logistical engineering of Telecommunications for military and civilian disasters
command and control; oversaw supplies, equipment, and 100 man powered operations; deployed ten 5
million dollars tactical satellite and multi channel radio systems; appointed as NCOIC of field
operations for remote sites; Security Officer/Supervisor of above Top Secret classified material traffic
and COMSEC devises. Prepare and maintain evaluations and supplies at company levels. MOS job
duties included intensive on-site IC repair of circuits and circuit boards, replacement of wiring, patch
cords, cables and electrical repairs as needed, MUX/DEMUX, radio AM/FM repair at a depot level.
Performed other duties as NATF communications field operator for large scale sting operations;
platoon leader of national and state wildfire call out; crowd control platoon Sgt for LA Riots; flood and
natural disaster relief teams; COMSEC programming, RF frequencies engineering, cable and network
path creation and implementation.
US Navy
Aviation Ordnance Jan 1985 / Sept 1989
-Responsible for the troubleshooting of aircraft weapons systems of all Navy and Marine Corps
aircraft. Selected and assigned by the Secretary of the Navy to be trained in the assembly of ordnance
for appropriate aircraft. Maintained PMCS and ground support equipment; plane captain for A-6, A-
7,FA-18, Cobra, and Apache aircraft. The first of five enlisted sailors to be trained on the 105
howitzers small and medium weapons in naval history. Trained in shipboard and shore arms and
security. Selected and involved in the PRP Program. (Nuclear Weapons Program). EAWS, (Enlisted
Warfare Specialist). Experienced in the operation of air support navigation systems.
Technical Training
Skills:
AS 400 5ESS MS Windows 3.11-XP-Vista
windows 7 LAN/WAN ACS/PBX DATA MS NT 4.0
AutoCAD CATV design MS Project Access PowerPoint
MS Exchange Networking MPEG2 MS spreadsheet
FBL/CBL MS Office Sonnet DSS
Low voltage MS Excel Quality Assurance Telephony
DSL VDSL PeopleSoft Sun Micro Systems
BICSI MAC OS 7.1-10 Linux Ubuntu
Fedora
Hardware:
Lucent- 5ESS, Partners ACS PBX, FDDA, LAN/WAN, Fujitsu- flm 600/150, Telephony switching and
routers, Ericsson- switches, Nortel - DMS 100,250,500, Sonnet ring-OS48, Marconi- ATM Switch
VDSL, ADSL, DSL, MPEG2- compression systems, Mux / DeMux, MDF and IDF, Ether set, HVAC,
Solar Panels, Power inverters, Fire Control systems, Blower doors.
Test Equipment:
TS-90 TDR, Sadelco 800 TDR, Techtronic’s TDR, Sidekick Multi-meter, 3-M 965 tester, MPEG 2
Analyzer, Digital T-1/T-3 tester, Fiber Optic OTDR, Optic power meter, Fiber optic fusion splicer,
splicing equipment, other secure military testing equipment. Fluke and FIL thermography guns and
cameras, Blower-door fans and probes, solar modules test panels, OHM meters, Vacuum gauges and
pumps, brazing/welding torches, Soldering.
Software and OS
Microsoft Office/97/2000/2004/2007, Windows 3.11 thru XP, DOS, Project, NT 4.0 Access,
PowerPoint, PeopleSoft, Java, HTML, SAP SQL, Pascal, lotus, UNIX, Linux, Oracle workflow,
AutoCAD, MAC OS, military software, customer care services, Fluke TiR Thermography software,
EDUCATION
1980-1984 High School degree, Tulsa, OK.
1985-1989 Aviation Ordnance, US Navy.
Aviation Electronics, US Navy
1990-2000 Basic/Advanced Electronics, US Army
Advanced Communications, US Army
1994-1996 Electronics Engineering, Devry Phoenix, AZ, (38 plus hours)
1994-1999 Network Administration, LAN/WAN, TCP/IP, Protocols, Phoenix College and PVCC
1994-2000 Business Administration and Management Phoenix AZ.
1994-2001 Blue Printing, diagrams, drafts, schematics, and designs, online PACE courses
1994-1996 Basic/Advanced Certifications, Video and Plant Services (500 Plus Hrs) TCI
Comm.
1996-1998 Basic/Advanced Certifications, Video, Data, Telephony Services, Cox Comm.
1998-2000 Basic/Advanced Certifications, Video, Data, Telephony Services, US West.
1998-2004 Low Voltage Communication License. K-67 & C-12 RES. / COMM.
1999-2004 Business Management and Administration, State of Arizona.
1999-2004 Computer networking software/hardware, Microsoft, Cisco.
1986-2004 General Studies (40 plus credit hours) Community Colleges
2006-2006 Arizona Real Estate Courses, Glendale Community College
2006-2006 Arizona Health and Life Insurance License.
2009-2009 Oklahoma Career Readiness Certificate, East Central University Ada, OK
2009-2009 Oklahoma Asbestos workers License.
2009-2009 Fluke TiR Thermography Certification, East Central University Ada, OK
2009-2009 Building IR Basics Certification, East Central University Ada, OK
2009-2009 FLIR b50 Thermography Certification, East Central University Ada, OK
2009-2009 Photovoltaic Systems Certification, East Central University Ada, OK
2009-2009 Blower-Door Technology training course, East Central University Ada, OK
2009-2009 Weatherization Science Course, East Central University Ada, OK
2009-2010 Class D waste water /water treatment, East Central University Ada, OK
2009-2011 Veterans Workforce Investment Program, East Central University Ada, OK
2009-2011 Computer Information Security, University of Tulsa
2010-2011 CCNA Cloud Computing, Tulsa Community College Tulsa, OK
2010-2011 ITIL Foundations, Tulsa Community College Tulsa, OK
2011-2011 Linux/Unix course Tulsa Community College Tulsa, OK
REFERENCES
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