Customer Service Sales Representative

DAVID TODD STEPHENSON

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

Seattle, Washington 98116

abhvd4@r.postjobfree.com

Mobile: 206-***-****

Home: 206-***-****

SUMMARY

Strong team player with 13 years of experience in the telecommunications

industry, recognized for contributions to highly performing teams. Broad

knowledge based in technical and wireless architecture support, corporate

operations, and customer service. Skills and experiences include the

ability to grasp and resolve technically complex issues and effectively

communicate across all skill levels. Innovative, analytical, structured,

organized, and conscientious approach to work product.

TECHNICAL SKILLS

13 years experience with Wireless Operations and Network Management.

Specific areas of expertise include: Nortel, Lucent, and Motorola switches

(Reflections for Unix), Roamware NTR traffic steering and RQM (roaming

faults), Spatial/Alcatel and Ericsson switches (Solaris). Formal Nortel

Networks and APIS GSM and SS7 training. Experienced in border gateway

queries, Keynote Sigos call testing and IREG handset testing for IR

documents (IR24, IR32, IR35, and IR60). Significant experienced with SS7,

3G UMTS GSM, CDMA, and TDMA (voice and data). Professional training on

and over 7 years experience using UNIX for switches, TCP/IP for GPRS,

Access, and Excel. Extensive experience with Windows: 2000, XP, and Vista

operating systems, as well as, Microsoft Office 2003: Word, PowerPoint,

Access, and Excel, MS Project, and Visio. Proficient with AMDOCS Summit

and Samson billing systems; legal search engines Westlaw and Lexis; various

credit bureau databases; SQL Database Management as well as SQL server

database environments.

EXPERIENCE

T - MOBILE

Bellevue, Washington 2007 - 2010

IREG Engineer

. Responsible for resolving roaming voice/SMS and GPRS/data tickets for

T-

Mobile customers and roaming partners using tools such as

Logia/Acision and Geoprobe in a 24X7 environment. Triaged and

resolved trouble tickets due to internal or external outages.

. Responsible for data fill (add and delete) in Ericsson OSS and Alcatel

MSS including E212 and E214, and LAC restrictions and for updating

document servers with new international and domestic roaming partner

information.

. Expert use of SS7 tracing tool (Geoprobe) to determine signal fault

location in the network, querying STP's, and working with SCCP

providers (Syniverse).

. Remote handset testing with JDSU RCAT's.

. SQL and Access reporting databases proficiency.

. Maintained and audited RCATs server used to simulate and troubleshoot

calls to and from roaming partners in T-Mobile markets.

. Conducted handset testing in a home PLMN and VPLMN environment.

Created and executed/documented test plans from ad hoc tests for a

single feature to a complete test case launch with a new roaming

partner.

. Proficient with Keynote Sigos (remote handset international) call

testing and handset testing for IR documents (IR24, IR32, IR35, and

IR60).

. Conducted handset tests using international and domestic test SIMs

with unlocked Nokia, Sony Ericsson, Android G1 and Blackberry RIM

devices to ensure voice, short code, SMS, and GPRS/data (MMS,

internet, etc) functionality per carrier request.

. Solaris platform experience working in Ericsson switches.

. Significant experience with border gateway queries (IP addresses for

GPRS services) and interacting with GRX providers.

. Expert preparation of reports using Excel and Access.

. Troubleshoot, analyze, and resolve inbound roaming partner

registration faults using applications like RQM and provide monthly

statistical reports for management.

. Responsible for maintaining and auditing RCATs server which is a tool

used to simulate and troubleshoot calls to and from roaming partners

in T-Mobile markets or to proactively ensure network functionality for

roaming partners.

. Cross functional support for other groups within RSE and Wholesale

Roaming. Provide back up to colleague trouble tickets, projects, and

handset short tests per carrier request.

ALLTEL (Formerly Western Wireless Corporation) 1997 -

2007

Bellevue, Washington

Senior Roaming Technician 2004 - 2007

. Worked closely with management to interview and hire new Roaming

Technicians. Mentored level I technicians in a tier III roaming

support and switch maintenance capacity.

. Statistical analysis and reporting for management, on trouble ticket

status for example, and coached a team of ten employees with ticket

resolution.

. Worked closely with cross functional groups on projects end to end

from a technical perspective, including: fraud reduction, new carrier

acquisitions, new roaming agreement carrier testing for CDMA and GSM

(i.e. voice, SMS), new feature rollout (Touch to Talk and

CAMEL/prepaid), switch migrations, new VLR, HLR, and MSC turn ups and

table data fill.

. Responsible for analyzing, managing, and optimizing wireless switches

to ensure maximum roaming revenue by way of Access database switch

audits.

. Responsible for clearing alarms and trouble ticket resolution for GSM,

CDMA, TDMA, and analog roaming issues both inside and outside

corporate network. Also, handled trouble ticket escalations.

. MIN/MDN, network element (MSC, HLR, VLR), and IMSI translations for

125 switches. Adding, updating, or removing elements for Alltel and

all roaming partners.

Roaming Technician I 2000 - 2004

. Co-authored a training manual for new Roaming Technicians on all job

responsibilities and procedures in a technical writing format.

. Responsible for analyzing, managing, and optimizing wireless switches

to ensure maximum roaming revenue by way of Access database switch

audits.

. Responsible for trouble ticket resolution for GSM, CDMA, TDMA, and

analog roaming issues both inside and outside corporate network.

. MIN, network element (MSC, HLR, VLR), and IMSI translations for 125

switches. Adding, updating, or removing elements for Alltel and all

roaming partners.

Cellular Numbers Administrator 1998 - 2000

. Provided key support to requirements analysis, selection, and design

implementation of a cellular number management component for a new

billing system AMDOCS Summit.

. Solely responsible for front end SQL database management of three

million cellular numbers and usage reports to managers and directors.

. Responsible for management and allocation of cellular numbers to Sales

team in the western half of the United States for Cellular One and

MVNO's.

. Responsible for training new Activations Representatives including use

of SQL database (Monarch) for cellular number customer assignment.

Activations Representative 1997 - 1998

. Responded to sales representative and customer calls by activating GSM

SIMs and verifying credit and billing information in a high volume

call center.

. Provided customer service and explained wireless service features to

new Voicestream GSM customers.

EDUCATION

Western Washington University, Bellingham, WA

Bachelor of Arts in History, 1993

New Horizons Computer Learning Centers, Bellevue, WA TCP/IP, UNIX I and

II, and MS Access I-III, 2003-2004

Bellevue Community College, Bellevue, WA

MS Excel I-III, 2001

Highline Community College, Des Moines, WA

Paralegal studies, 2003-2004

AWARDS

National Historical Honors Society, nominated for Western Wireless

Corporation Peak Achievement award by previous manager and peers; Employee

of the month; Kudos received from Supervisors and Sales Managers.

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