Customer Service Engineer

Tiffany C Winters

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

San Antonio, TX 78253

Cell: 210-***-****, E-mail: abmhk6@r.postjobfree.com

OBJECTIVE

Seeking a challenging IT Professional or equivalent position, that will

utilize my acquired management and communications expertise, knowledge and

education while offering opportunities for growth and advancement.

SUMMARY OF QUALIFICATIONS

. More than ten years experience in the management of various projects,

telecommunications, data, network and electronics implementation,

operation, maintenance and management.

. Telecommunication and data experience including implementation,

provisioning, operations and maintenance of communications equipment,

networks, systems, data communications systems, cryptographic equipment,

and knowledge of computer based systems including telecommunications

systems design and development hardware and software.

. Strengths include being computer and internet savvy, having strong

leadership and communication skills, competency in the field, attention

to detail, self motivation and a proven history of being a team player.

EDUCATION AND CERTIFICATES

. M.A., Management and Leadership, Webster University, 2007.

. B.S., Management Information Systems, Maryville University of St Louis,

2003.

. A.A.S., Electronic Systems Technology, Community College of the Air

Force, Maxwell AFB, AL., 1996.

. Certificate for ISO 9001 Internal Auditing of a Quality Management

System, 2004 & 2007.

. Certificate for ITIL Foundation V2, July 2008

. Secret/Top Secret/SSBI security clearance maintained and current. Last

updated Sept 2007.

. CI Polygraph April 2010.

. Availability is negotiable.

WORKING KNOWLEDGE, TRAINING, AND/OR EXPERIENCE

Networking: Circuit implementation, circuit management, provisioning,

network design, Frame Relay, DDS/DS0/DS1 or T1, T3, WAN, network

infrastructures, network to network Interface, DACS/DCS (Tellabs Titan

5500, Alcatel 1631 & 1630, and CS1L), CPE (CSU/DSU), basic router course,

TCP/IP, Lucent frame switches and E-Sonet Level-1 training

Software: Remedy, Telenium, Contracts and Procurement Control System

(CPCS), React 2001 remote testing, Scopus ticketing system, ETMS

(Enterprise Trouble Management System), Windows Operating Systems,

Microsoft Office Suite (Word, Excel, Power-point), Visio, DDOE (Defense

Information Systems Agency (DISA) Direct Order Entry), WWOLS (Worldwide On-

line System)

Hardware: High Reliability Soldering Surface Mount Technology: Level I,

II, III, and IV, AMP Act Fiber Optics Module, TSEC/KG-45, Cryptographic

equipment

PROFESSIONAL ACCOMPLISHMENTS

Review, validation, development, provision, and/or processing of Department

of Defense telecommunications requirements from the Defense Information

Systems Agency (DISA) Direct Order Entry (DDOE)/Telecommunications Service

Request (TSR) to the final Telecommunications Service Order (TSO). Analyze

customer service requests and provide technical solutions/recommendations

for voice, data, video, and wireless circuits. Identify and verify the

appropriate DISA Defense Information Systems Network (DISN) solution that

may use any combination of telecommunications transmission medium such as,

but not limited to, Microwave, Satellite, Ultra High Frequency, Fiber

Optics, TCP/IP, Local, Metropolitan, and/or Wide Area Networks

(LAN/MAN/WAN), Cable, Frequency (FDM), Time (TDM), Asynchronous (ATM) or

SONET Dense Wave Division Multiplexed (DWDM) systems. Wrote

Telecommunications Service Requests (TSR's) to transition DS1's and DS0s

(voice, data, JHITS, SIPRNET/NIPRNET, and video) from major government

contracts.

Track all provisioning actions through to completion/operation using on-

line tools; Worldwide On-line System (WWOLS), DDOE Program, Defense

Information and Telecommunications Contracting Office (DITCO) on-line

system, Telecommunications Service Request Editor (TSRE) and

Telecommunication Certification Office Support System (TCOSS).

Research DISN capabilities to ensure properly utilized of resources to

satisfy customer requirements and perform cost analyses to ensure cost

effective resource utilization prior to provisioning. Researched and

verified requirement information with the customer, the Defense Information

Technology Contracting Organization (DITCO) on-line system, the

Telecommunications Certifications Office Support System (TCOSS), and

various local databases.

Provided leadership and engineering direction to the design of network

systems. Developed and implemented strategy, for generating multiple

alternate designs at each development level, and trade-off results which

trigger iteration of the design process. Designed and implemented highly

complex networks that typically link numerous platforms, operating

systems, and network topologies across widely dispersed geographical

areas. Completed implementation of engineering processes that provide for

timely and appropriate integration of all engineering disciplines to

ensure a network system design that meets all requirements. Created

Implementation Requests, Bill of Materials, and Visio Engineering

diagrams.

Manage, schedule, track, and monitor subscriber integration events and

status. Coordinate and track the installation of Sub-T1s, T1s, T3s, OCs,

NIPRNET/SIPRNET, E-Sonet. Assist with offsite requirements definition,

site preparation, procedures, documentation, data collection and analysis,

test and acceptance, activations/deactivations, and continue through the

circuit allocation, engineering and acquisition process. Coordinate

technical assistance during installation, upgrade, cancellation, and

disconnection phases. Coordinate implementation of operational services

with the customer, onsite technicians, local vendors, and/or LECs.

Identified problems and risk areas and mitigated their impact. Assist

users in working with the SCAO to receive their IATO and IATC. Utilize

existing database applications to manage field service operations and

generates required reports such as delayed service, in-effect, exception,

and ready for use. Responsible for first-level assistance to subscribers

requesting new or changes to existing network connections. Served as

central point of contact for clients to determine status of operational

systems. Worked maintenance issues on DDS, DS1/T1, DS3/T3, NNIs, logical

ports, PVCs, digital cross-connect systems and Lucent switches via remote

testing software. Isolated and worked with Local Exchange Carriers in

resolving LEC problems. Worked with customers to resolve frame relay

issues as well as customer equipment issues; CSU/DSU, routers, cabling,

and other customer equipment. Monitor activity on network utilizing

Telenium and update call log.

Provided Quality Control to insure the format and technical content of

dedicated circuits on the DTS-C, DTS-CE,

FTS2001, IDNX, and NIPRNET/SIPRNET contracts. Performed technical design

reviews. Provided functional guidance, supervision, technical, support,

training and quality assurance/quality control to level I personnel.

Releasing authority for daily reports. Assistant for the FEDCOM QMS ISO

9001. Prepare for external audits as well as preparing and conducting

internal audits. Trained individuals on implementations and writing TSRs.

Developed a training program for future employees, along with a system for

tracking newly and previously assigned circuits to engineers. Wrote ASI

(Authorized Service Interruption) procedures for T1 maintenance. Created

and maintain the continuity folder for all T1 activity across the network.

Troubleshoot and facilitate T1 troubles on network as needed, opening up

tickets in Remedy. Researched software to be used as a provisioning tool

and configuration management. Researched hardware and software to be

utilized in NOC, requested price quotes from vendors, and

submit purchase request through CPCS (Contracts And Procurement Control

System).

Assist in preparing and conducting the QMS/ISO new employee orientation and

refresher training sessions. Managed the activities of newly assigned

military and civilian communications electronic technician team members.

Secret security clearance maintained throughout my career. Obtained a TS

as well as a TS/SCI clearance when necessary per job requirements. Top

Secret security clearance was last updated in Sept. 2007 and is current.

CI Poly taken April 2010.

WORK HISTORY

. Lead Provisioner, Qwest Communications, San Antonio, TX: 12/2009 -

Present

. Allocation Engineer, Apptis, Pearl Harbor, HI: 04/2009 - 12/2009

. Implementation Coordinator, Science Applications International

Corporation (SAIC), Scott AFB, IL: 02/2002 - 04/2009

o Network Design Engineer: 04/2006 - 08/2006

. Communications Allocation Coordinator, Teksystems, Scott AFB, IL: 12/2001

- 02/2002

. Electronic Technician, Raytheon, Onizuka Air Station, Sunnyvale, CA:

05/2001- 07/2001

. Telecommunications Technician II, Worldcom, Weldon Springs, MO: 07/2000 -

05/2001

. Communications Allocation Coordinator, Modern Technology Inc (MTC), Scott

AFB, IL: 07/1999 - 07/2000

. Depot-Level Communications Technician, USAF, Kelly AFB, San Antonio, TX:

10/1992 - 02/1998

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