Manager Maintenance
Resume:
WILLIE COSBY
*** ********** ******, ****** *****, Georgia
HM: 478-***-**** * Cell 478-***-**************@***.***
SUMMARY
Successful Communications support specialist with over 13 years of broad-based and comprehensive
experiences in the area of Data, Voice, Dedicated Long Distance, Voice over IP, Telecom and
Network operations. Proficient in providing Telecom/Networking technical support, including almost 8
years of remote Call-Center experience in a NOC environment and almost 4 years in-house Test Lab
supporting VoIP Technology and Services. Extensive experience providing remote (and in-house) Call-
Center Level-2 (and higher) production problem and trouble-ticket resolution, including creating trouble
tickets and handling trouble-ticket escalation within both Remedy, Clarify and TBS Trouble Ticket
systems. Results-oriented team player with very good communication and analytical skills; including
history of effective communications with vendors, engineers, upper management and clients providing
support to both providers and clients side. Qualified and experienced in providing carrier level remote and
on-site maintenance support for; network monitoring, troubleshooting, testing and repair. Provided
testing, turn-up and translations support of Sonus, (Broadsoft), Nortel Succession CS2K Softswitch,
Class 5 TDM switches( 5ESS, DMS, ), . Perform T1 / T3 deployment/install/testing/turn-up for lines,
trunks, carriers and Transport utilizing xpercom, xperweb and XNZ
AREAS OF EXPERTISE
• Softswitch administrative, provisioning and technical support, Tier 2/3 production support
• Nortel DMS 250, DMS250/300, DMS500, DMS GSP, SL100
• Lucent ICD, Lucent G3, SONUS, CISCO BTS-10200, BroadSoft Softswitches
• MAX-TNT, APX8000, ACME PACKET (SBC), SONUS NETWORK BORDER SWITCH
(SBC),
• SONUS, GSX9000, PSX, SGX, ASX,
• CS2K, CSLAN, SDM, XACore, IGATE4000, IGATE4000PRO
• VERAZ Softswitch, IGATE4000, IGATE4000PRO
• Application Server, Network & Web Servers, Media Servers
• DS0/DS1/DS3 /OC3/OC12, E1, E3, using Hekimian remote testers, Granite Xpercom and XNZ
• TELLABS5500, Alcatel 1630, 1631 & 163, and TADARAN DACS
• Latency, Jitter, Echo, Packet Loss and One Way Audio, Drop Calls, Mac & Serial
• Unix Solaris, TL1, HP-UX, Linux, SQL, SQL-Plus, TL1, SSH, Telnet
• TCP/IP, UDP, RTP, RTCP, SS7, DHCP DNS, SIP, NAT, MGCP, G.729, G.726, G.711
• HP Openview, Navis Access, Netcool, Nagio, SONUS EMS, Big Brother
• Tellabs Titian 5500, Tellabs 532L, TADARAN, Alcatel, PSAX, ERI, ADTRAN, ECI
• Tberd 309, 224, 211, 209, Firebird 6000, Sage 930A and 930I, React 2001 RTU, INC, Hekimian
HAMMER, ETHEREAL, INET Spectra, Geoprobe, Muti-Protocol Analyzer, Access7 Performance
Monitoring Protocol Analyzer, NAGIO, Hammer, Aglient NGN Protocol Analyzer
TECHNICAL TRAINING
• SONUS Product Overview
• SONUS Trunkgroup Provisioning & Maintenance
• SONUS Routing and Translations
• Monitoring & Troubleshooting SONUS Component
• Lucent Viper Softswitch
• Lucent ICD Softswitch, APX8000, Provisioning and Maintenance
• TCP/IP, UDP, SS7, UTP, SIP, MGCP, RTP, DHCP, NAT, SIP-ALG, DNS, OSPF
• TELLAB 5500, ALCATEL 1630, 1631 & 1633, and TADARAN DACS
• Nortel Succession Packet Trunking IP Overview Course 1727A
• Nortel Succession Voice Over IP Softswitch
• Preside MDM, PASSPORT15K, PVG, PASSPORT8600, CSLAN
• Nortel DMS 100,250,250/300/500 and GSP Switches
• Cisco BTS 10200 Softswitch, Linksys ATAs, IADs
• Cisco 2500,3600,6500,7000 AND 12000 Series Routers and Switches
• Unix Solaris,TL1, HP-UX, Red Hat Linux, SQL, SQL-Plus
• BroadWorks VOIP System Administration Training, REL.14
• BroadWorks Business Trunks Training, REL.14
• Broadworks Service Provisioning
• Broadworks Routing and translations
• Broadworks Sip Trunking: Troubleshooting IADs and IP PBX
• Broadworks Sip Trunking Interworking Guide
Global Consultants Inc, @ Level 3 Communications, TCAM, Broomfield, Co Sept - 2008 to
April - 2009
Network Engineer / Support Technician
• Perform work as a consultant for level 3 communications voice and softswitch service
management and provisioning.
• Responsible for trouble ticket maintenance using ops console, remedy and clarify, open,maintain
and resolve trouble ticket associated with voice termination, enhanced local, local inbound, VoIP
quality issues and call processing for DMS GSP DMS 250, DMS250/300, Lucent viper, SONUS,
Broadwork softswitch.
• Work with SIP, SS7, IPDC, MGCP and RTP protocols, retrieving call logs and error logs, using
these logs to resolve troubles report on the level 3 networks. Work with customer to resolve issues
reported.
• Monitor and work tickets in ticket queue, escalate and drive ticket through to resolution.
• Provided technical and administrative support of Broadworks application severs and network
servers, SONUS, GSX, PSX, SGX, Nortel DMS family of switches, Lucent 5ees, Lucent viper,
Lucent MAX-TNT, and Lucent APX8000.
• Utilized the following level 3 specific tools, wolverine, LERG, NUMS, Soprano, TCAM Tools,
Utilized the following network tools netstat, debug, grep, snoop, ping, tracert, ifconfig and
nslookup and the following Sonus tools performance manager, fault manager, LERG, and
SSREQ, Broadwork tools include toolsVTR, VTRI for routing, XS-Call Trace,
Show Run, Showversion, ttstatus, repctl status, protocol motoring tool, work at the unix and
cli command level.
American Communication Networks, Charlotte, NC Jan - 2006 to July -
2008
VOIP Network Engineer Tier 3 / Support Technician (Contract)
• Provide technical and administrative support for a Broadsoft VOIP network that support ACN‘s
video telephone network and CISCO VOIP ATA devices and CISCO VOIP telephones in a NOC
and lab environment, perform end to end testing in the NOC and lab environment.
• Provided support for network consisting of Broadsoft softswitch, Acme Packet SBC, SESSION
BORDER CONTROLLER, and the CPE MANAGER.
• Setup of voice mail between Broadsoft and Email server(s), troubleshoot cisco voip issues
pertaining to quality of service, calll processing issues, profile and configuration issue, used
protocol analyzer to troubleshoot protocol issues and issued RMA's.
• Troubleshoot problem associated with NAT translations, one way audio, quality issues firmware
upgrades, DHCP, NAT, UDP, DNS, SIP ALG, SMTP, switch configuration, provisioning and
translations, profiles associated with subscriber and VOIP network.
• Troubleshoot the following protocols issues SS7, MGCP, RTP and SIP utilizing the NAGIO for
testing devices to interpret call flow.
• Utilized the following network tools netstat, grep, snoop, debug, ping, tracert, ifconfig and
nslookup and the following Broadwork tools include VTR, for routing, call trace, protocol
monitor, threshold and callLog these tools can also be used for the network servers and the web
servers.NS_CLI/monitoring/Report for the application and Network Servers and the following
Diagnostic Tools, HealthMon, List, Audit, Kill and Ping Device and the REGTOOL, Show Run,
Showversion, ttstatus, repctl status, protocol motoring tool, work at the unix and cli
command level.
• Supported tier 1 and tier 2 NOC escalations, work and solve problems according to the SLA
agreement, also solve issues dealing with ATA, IAD, CIP6500 video telephones and the WVP-
2100 video telephone, voicemail.and VOIP phones.
• Monitor and troubleshooting network issues related to QoS, MOS score, R Factor, VoIP, and
Video Over IP Technologies. Responsible for equipment and software that include Broadsoft,
Acme SBCs, Juniper routers, and various ATA and video phone devices.
• Provides escalation support to the Tier II group handling customer trouble tickets for VoIP and
Video over IP and the core engineering team in lab testing and new product evaluation.
• Monitor and maintain the VoIP network infrastructure, including alarm monitoring, diagnosis, and
resolution on Broadsoft, and software using Ethereal Hammer, NAGIO and wireshark on
occasions.
• Accept and work escalations from the Tier II Support group for difficult customers and network
troubles.
• Perform trouble Ticket Entry and Administration, followed escalation procedures set up by
engineering for the NOC processes.
• Troubleshoots telephone calls failure and operation of phone features including voice mail.
• Setup of voice mail between Broadsoft and Email server(s), troubleshoot cisco voip issues
pertaining to quality of service, calll processing issues, profile and configuration issue, used
protocol analyzer to troubleshoot protocol issues and issued RMA's.
• Documents problems and solutions; completes reports and service orders using customer
database(s).
Primus Telecommunications, McLean, VA Jan - 2005 to Dec -
2005
Senior NOC Tech / Support Technician (Contract)
• Providing 2nd and 3rd level NOC support for the Primus next generation network., By supporting
and maintaining the veraz softswitch, consisting of I GATE 4000, IGATE 4000P, DMS GSP DMS
250, DMS250/300, DMS 500, Lucent viper, Broadwork softswitch.
1 the EMS control switch, the lucent GX 550 ATM switch and Cisco Routers to include the
GSR12000, 7202 edge, peering router and the redback router, ECI, TDAX & Tellabs5500, 532,
lucent dslam & Anymedia devices, including support of the lingo VOIP phone and VoIP network.
• Utilized granite xpercom and xper web in builder primus, world wide transpot network.
• Responsible for equipment and software that include Broadsoft, Acme SBCs, Redback Routers
and various ATA devices.
• Provided administrative and technical support for the lingo VOIP phone and VoIP network core
compoents.
• Utilized the following network tools netstat, grep, debug, snoop, ping, tracert, ifconfig and
nslookup and the following Broadwork tools include VTR, for routing,, Call Trace, protocol
monitor, threshold callLog, Audit, Kill and Ping Device.
• Provides escalation support to the Tier II group handling customer trouble tickets for VoIP and the
core engineering team in lab testing and new product evaluation.
• Monitor and maintain the VoIP network infrastructure, including alarm monitoring, diagnosis, and
resolution on Broadsoft, Acme, and Cisco.
Cingular Wireless, Pleasanton, CA Jan - 2004 to Dec -
2004
Technical Support Engineer, SONUS Softswitch, Support Technicain (Contract)
• Provided SONUS knowledge transfer to the Cingular wireless switch operations group
• on the SONUS VOIP softswitch. Trained and mentored four Cingular techs in SONUS
performance monitoring and data gathering from reports generated by the SONUS network,
provided fault monitoring techniques involved in alarm release and repair.
• Provided assistance and guidance on all elements of the SONUS network, GSX9000, PSX, SGX,
nfs, fault manager, tools, performance manager for troubleshooting SONUS components and
NORTEL family of switches, DMS250, DMS GSP,
• Use the performance manager to create performance reports, on the different SONUS devices,
GSX, PSX, SGX, riverstone routers, juniper routers Solaris devices, use the fault manager to
monitor trap alarms and view details of the alarms, use SONUS tools for call trace reports, call
history reports, inventory reports and trunk groups.
• Troubleshoot the following protocols issues SS7, MGCP, RTP and SIP utilizing the Agilent NgN
Analysis System and Access7 System testing devices to interpret call flow.
• Used Netcool alarm system, clarify and remedy trouble ticket system.
• Perform the following task in managing the GSX gateway, change the system time, perform GSX
to PSX re-homing procedure in insight and CLI, create, configure and enable the MNS/MNA,
CNS/CNA and PNS/PNA on the GSX, familiar with failover to redundancy for these devices
also.
• Register and unregister SONUS devices, view SNMP trap tables and filter traps.
• Analyze alarms and events for corrective action
• Enable logs, configure call trace in the GSX and PSX, view GSX and PSX call trace, export CSV
files and run CDR reports.
• Create and configure OC3 and DS3, provision new DS1, DS3, OC3 interfaces.
Sprint Communications, Herndon, VA Jan - 2003 to Dec -
2003
Network Operations support (Contract)
• Provide operation, maintenance, administrative and technical support for VOIP network for the
Digital IP Phone and network architecture consisting of the Cisco BTS 10200 and Broadsoft
softswitch to originate and terminate all SIP base call attempts, Acme Packet Session Border
Controller to manage call attempts between the Sprint Network and CLEC’s.
• Utilized the following network tools netstat, grep, snoop, debug, ping, tracert, ifconfig and
nslookup and the following Broadwork tools VTR, for routing, REGTOOL, call trace, protocol
monitor, threshold, callLog.Diagnostic Tools, Audit, Kill and Ping Device.
• Troubleshoot the following protocols issues SS7, MGCP, RTP and SIP utilizing the INET for
testing devices to interpret call flow.
• Create, manage, escalate and close trouble tickets.
• Provided system recovery, root cause analysis, problem reporting, tracking, escalation &
resolution of transport and switch issues.
• Troubleshoot issues associated with call completion, call quality, on and off net issues, network
and features issues, troubleshoot issues associated DNS, POP-3, IMAP, SMTP, HTTP, NAT, SIP
ALG, LDAP, DHCP.
• Troubleshoot the following protocols issues SS7, MGCP, RTP and SIP utilizing the INET
Geoprobe and Access7 System testing devices to interpret call flow.
• Receive troubles from Email, IM messages, Netcool, Big Brother and SNMP trunk group and SIP
based statistics, reports from proactive and reactive alarms and traps.
Verizon, GNS, Arlington, VA Jan - 1999 to Dec -
2002
Data Provisioner, Test & Turn-up Tech, Support Technician
• Provide test, turn up, operations, maintenance and provisioning support for Verizon local,
domestic and international network, consisting of DMS GSP,250, 5ESS, Sonus VOIP Softswitch,
Nortel succession CS2K VO/IP soft -switch.
• Monitor, diagnose and resolve various trouble issues, associated with tier 2/3 maintenance,
provisioning and translations, surveillance systems and tools.
• Create and configure trunk groups, assign trunks to trunk group via the GSX, provision trunk
groups on the PSX via insight GUI, turn up trunks, used granite XNG for circuit record inventory.
• Add and modify trunks, create and configure circuit service profile, SS7 nodes, carrier, trunk
groups, ISUP service and ISUP circuits.
• Add and modify routes, provision routing label, provision routes with route label, provision
nested routes. Add and modify route list, provision standard route, switch trunk group routing.
• Add and modify route selection criteria, provision standard route using customized routing
criteria and element routing priority.
• Perform the following task in managing the GSX gateway, change the system time, perform GSX
to PSX re-homing procedure in insight and CLI, create, configure and enable the MNS/MNA,
CNS/CNA, PNS/PNA and MTA on the GSX, familiar with failover to redundancy for these
devices also.
• View SNMP trap tables, filter traps, analyze alarms and events for corrective action, perform
alarm clearing and channels and sonnet.
• Enable logs, configure call trace in the GSX and PSX, view GSX and PSX call trace, export CSV
files and run CDR reports.
• Create and configure oc3 and ds3, provision new ds1, ds3, oc3 interfaces.
• Using the fault manager, performance manager and tools software to schedule, run and analyze
reports, perform platform troubleshooting of SONUS devices.
• Troubleshoot the following protocols issues SS7, MGCP, RTP and SIP utilizing the Agilent NgN
Analysis System and Access7 System testing devices to interpret call flow.
• Utilize SS7, SIP, SIP-T, MGCP, BGP, OSPF, RIP, protocols, codec g.711, g.723, g.729 use TDM
and IP test equipment, using Unix Solaris and Linux.
Manpower Communication, Pomona, CA Jan - 1998 to Dec -
1998
Switch Technician (DMS500)
• Provide installation, operation, maintenance, translations and configuration Nortel DMS 500
switches, use a variety of software tools to maintain excellent switch integrity and performance to
include the table editor, log utility, operational measurement, use various test equipment and turn
up DSLAMS & Lucent Anymedia devices, Tellabs5500, 532 test t1 and t3, perform switch
translations, switch image, provisioning, trunk turn-up and testing, supernode data manager, XA-
CORE, traver, logs and prsm on all the switch subsystem, and supernode
• Perform patches, loads, billing, backup & recovery and upgrades.
• Work with customer and field technicians.
• Utilize Tellabs5500, Alcatel 1631 and 1633 DACS and Xpercom for circuit inventory.
• Utilize switch software tools to maintain switch integrity, maintain SS7 circuits and network
elements, SSP, STP & SCP. Resolve troubles dealing with static, 800#, echo, noise, dead air,
dedicated ckt and cot failure.
• Uses software tools and skills to isolate and resolve platform hardware issues, assists in
maintenance, and frequently works FGD, IMT, SS7.
• Perform trouble ticket management, status, resolution and escalations.
• Perform preventive and proactive maintenance.
• Perform switch and transmission network surveillance and work issues found.
• Use lerg and 2/6 codes, traver, nu test
Primus Telecom International, Los Angeles, CA Jan - 1992 to Dec -
1997
Senior Switch Technician (end-offfice)
• Provide installation,operation, maintenance, translations and configuration Nortel DMS
250/300,250, GSP switches,use a variety of software tools to maintain excellent switch integrity
and performance to include the table editor, log utility, operational measurement, supernode data
manager, XA-CORE, traver, logs and prsm on all the switch subsystem, and supernode, perform
patches, loads, billing, backup & recovery and upgrades.
• Provide transmission and transport system support for Tadaran, titan 5500, Tellabs 532L,
Fireberd, Tberd, Phoenix and Sage telecommunication testers. Assign and wire tributary, bearers,
DTC and facility locations.
• Install, test, provision and turn up DS1, E1, DS3, E3, OC3 and OC12 circuits.
• Utilize Tellabs Titans s5500, Alcatel 1631 and 1633 DACS, and used granite xpercom and
xperweb
• Utilize switch software tools to maintain switch integrity, maintain SS7 circuits and network
elements, SSP, STP & SCP.
• Resolve troubles dealing with static, 800#, echo, noise, dead air, dedicated ckt and cot failure.
• Uses software tools and skills to isolate and resolve platform hardware issues, assists in
maintenance, and frequently works FGD, IMT, and SS7.
• Perform trouble ticket management, status, resolution and escalations.
• Perform preventive and proactive maintenance.
• Perform switch and transmission network surveillance and work issues found.
• Use lerg and 2/6 codes.
• Use Xpercom database to build circuit according to the ASR, design ds1, ds3, vt1, transport
circuits.
• Access the above switches and DACS's, made corrections to orders that were provisioned
incorrectly, build circuit according to xpercom specifications.
• Troubleshoot SS7 issues using protocol analyzers and SS7 data traps, assist SS7
WorldCom, Communications Voice & Data, Tulsa, OK Jan - 1990 to Dec-
1991
N.M.C. Carrier Technician II (Contract)
Provided carrier level remote maintenance, troubleshooting, monitoring, testing and repair of 21 DMS
250's and 32 DEX 600E's switches in a NOC environment. Utilize Tellabs 532, Tellabs 5500, Alcatel
1631 and 1633 DACS.
• Utilize switch software tools to maintain switch integrity, maintain SS7 circuits and network
elements, SSP, STP & SCP.
• Resolve troubles dealing with static, 800#, echo, noise, dead air, dedicated ckt and cot failure.
• Uses software tools and skills to isolate and resolve platform hardware issues, assists in
maintenance, and frequently works FGD, IMT, and SS7.
• Perform trouble ticket management, status, resolution and escalations.
• Perform preventive and proactive maintenance.
• Perform switch and transmission network surveillance and work issues found.
• Use lerg and 2/6 codes, traver, nu test.
EDUCATION AND TRAINING
Computer and Network Security Northern Virgina Community College, Loudon, VA
2002
Solaris 8, 9 Systems Administration Northern Virgina Community College, Loundon, VA
2000
Electronic Technology Neilsen Electronic, Charleston, South Carolina
1985
Computer Science Crandall College, Macon, Georgia
1978
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