Engineer Customer

David Moss

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

Butner, NC *****

Home: 919-***-****

Cell: 919-***-****

E-mail: ********@***.***

OBJECTIVE

Seeking a challenging position that has opportunities for advancement, while utilizing my extensive background in

VOIP Communications to provide World-Class Customer Satisfaction, Superior Value and Product Excellence.

SUMMARY

• Nineteen years experience working with Nortel Networks

• Comprehensive knowledge of multiple DMS, Converged Carrier / VOIP Network Elements

• Experience providing direct customer support during critical outage recovery and RCA

• Extensive experience in multitasking, working in stressful outage situations, and multiple shifts

• 5 plus years experience working in the Network Operations Center supporting multiple customer accounts

PROFESSIONAL EXPERIENCE

Nortel Networks, Research Triangle Park, NC Sept. 2008 – April 2010

Network Management Center / NMC – Operations Account Engineer / Tier 3 NMC Support

• Provided NMC NOC Tier 3 support of VOIP Carrier Networks.

• On Call Tier 3 support during after hours and weekends.

• Direct daily customer interface to provide a NMC SPOC in support of the NOC operations.

• Escalate and manage resolution for all issues on highly visible customer accounts.

• Performed integration of network elements and configuration backup / restore duties.

Nortel Networks, Research Triangle Park, NC Sept. 2004 – Sept. 2008

Network Management Center / NMC – Tier 2 NOC Surveillance Engineer

• Actively monitor, manage, and maintain multiple customer networks by responding to alarms, generating tickets,

collecting data, and providing customer notification using Netrac and Remedy systems.

• Provide 1st level response to analyze, isolate, and troubleshoot customer network issues remotely using Citrix

platform for remote connectivity.

• Escalate complex issues, service degradation, and outages while engaging multiple levels of Nortel support, as

well as 3rd party carrier support, to effectively and proficiently resolve customer issues.

Nortel Networks, Research Triangle Park, NC Nov. 2001 – Sept 2004

Emergency Recovery Engineer – Emergency Technical Assistance / ER

• Provide Global Emergency Technical Support for VOIP, DMS and Wireless customers.

• Work closely with internal Nortel GNPS and Product Design teams to develop and perform action plans to

resolve critical E1 and E2 customer issues as efficiently as possible.

• Obtain accurate and complete data collection and perform highly complex analysis of E1/E2 causes to ensure E3

follow-up in a timely manner.

• Responsible for monitoring Customer Networks to ensure 100% stability following critical issues.

• Assist and provide backup assistance to other ER functions as needed.

• Proficient in using multiple site access applications to gain remote access to customer networks.

Nortel Networks, Perimeter Park, NC Nov. 2000 – Nov. 2001

Outage Analysis Engineer – E3 RCA Follow up

• Provided timely and efficient RCA follow up on all E3 cases opened in the Verizon and Alltel Networks.

• Worked closely with Customers, Emergency Recovery and GNPS support groups to ensure accurate data

collection and highly complex analysis of E1/E2 causes could be determined and to provide corrective measures

(via process or product enhancements) to reduce/prevent future occurrences.

• Maintained customer conference calls on a daily/weekly basis to ensure complete Network Stability and 100%

Customer Satisfaction.

Nortel Networks, Research Triangle Park, NC Aug. 1991 – Nov. 2000

Systems Test Technician II – RTM

• Responsible for performing Final Systems Test of Nortel DMS-100 equipment through comprehensive

diagnostics and maintenance in Reliability Test Module (RTM).

• Interfaced with equipment using Integrated Serialized Information System (ISIS), which is a UNIX based system,

to maintain, test and troubleshoot multiple facets of DMS-100 equipment.

• Monitored all job logs and Logutil and troubleshot all faults until cleared to ensure 100% on-time shipment of

100% quality products to Customers.

• Assisted in development of Goal-Directed Team workforce by organizing and facilitating team meetings,

preparing team agenda, miscellaneous charts and presentations.

• Worked closely with Management, Test Engineering, and Peers to provide resolution for process issues and

critical manufacturing deadlines to achieve 100% Customer Satisfaction.

• Motivated the development of skill sets by mentoring fellow technicians as a Certified OJT Trainer for RTM.

• Successfully refined and introduced new products, software and test processes to RTM by participating and

providing technical feedback in numerous projects conducted by Test Engineering.

EDUCATION:

August 1988 through June 1990 - Vance Granville Community College – AASEE Degree

Multiple Product Based technical training classes provided by Nortel Networks

(i.e. Cisco, Juniper, Acme Packet SBC, Audiocodes, Tellabs, as well as multiple Nortel

products/software)

References can be provided upon request.

Contact this candidate