Technical Support Maintenance
Resume:
Dwayne West
Email: *********@********.***
Address: **** ****** **
City: Decatur
State: GA
Zip: 30032
Country: USA
Phone: 404-***-****
Skill Level: Management
Salary Range: $72,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Dwayne L. West
*********@********.*** 404-***-****
TECHNICAL SUPPORT SPECIALIST
I am a certified professional with eleven years of diverse leadership experience within various technical environments supporting the telecommunications industry. I possess the ability to develop and implement technical solutions to meet critical business needs. I am recognized by supervisors and colleagues for my flexibility, strong knowledge base, and the ability to provide solutions to complex problems. I have incorporated superb research skills, and have a proven record of effectively managing multiple tasks without compromising quality.
PROFESSIONAL EXPERIENCE
CSR Staffing ~ AT&T Mobility ~ Atlanta, Georgia July 2011-Present
Network Control Specialist Tier 2
* Responsible forT1/T3 networking and underlying protocols, network traces, Voicemail, General RF Switch Operations issues, Call Routing, Voice Services and Features. Understanding of handset and provisioning related issues pertinent to delivery of voice services.
* Act as support for AT&T Mobility voice initiatives, product and service offerings. Work with Customer Care Technical Support, Enterprise Administrators, NCC, 3rd party vendors and as needed ECC, NRCs and other LECs to resolve customer Voice, Feature and E911 issues.
Endeavor Telecom ~ Alpharetta, Georgia July 2010-July 2011
Service Delivery Specialist Tier 2~ Data Group
* Provided Tier 2Technical support for Cisco field technicians in North America day to day operational activities include logging field technicians onsite for installations and repair
* Responsible for providing DSL technical support and guidance to ensure quality installations
Insight Global ~ AT&T Corporation ~ Atlanta, Georgia July 2008-May 2010
Technical Support Specialist ~ Data Networking Group
IT Manager for the coordination of various clientele. Duties include: configuring firewalls, switches, and routers; troubleshooting and resolving technical issues; coordinate over 150 physical IT location turn-ups; document previous router configurations; ensure new equipment distribution within the planned install timeframes; facilitate conference calls and manage hot line calls during the install; coordinate installation schedules, and configuration of T-1 with medium to large business customers; function as the end user advocate when working with IT; responsible for proper coverage and maintenance of customers` data systems; intervene when normal procedures are unsuccessful, on the customer`s behalf; resolve installation or maintenance problems by coordinating with network.
Key Projects
* Coca Cola (Frame Relay), State Employee Credit Union (Frame Relay), Ingles (Frame Relay) Mayer Electric (Frame Relay)
* Provided engineering leadership, consulting, technical support oversight and Help Desk Tier II escalation.
* Coordinated daily operational supervision for network and VoIP engineering teams, monitoring and managing 113 customers / 1,960 sites / 19,209 devices.
* Supervised a technical team and global enterprise customer`s escalations, technical consultation to the planning, design, installation, modification, operations and support of mission-critical, 24x7x365 global enterprise networks.
* Discussed AT&T /Cisco Systems Shared Support SLA with internal/external executive level management including the internal sales force to ensure proposed solutions met customer expectations.
Dwayne L. West ~ 404-***-****
Cypress Communications ~ Atlanta, Georgia Mar 2008-July2008
Technical Support Tier 1
* Performed Tier 1 support for 6500 TMD, Data and VOIP customers.
* Remotely upgraded and added voicemail to PBX Meridian mail and Centigram Voice mail systems.
AT&T Corporation ~ (Formally Bellsouth) ~ Atlanta, Georgia May 2002-Dec 2007
Network Operations Communication Specialist
Supervised and trained new personnel. My responsibility included enforcing the -Acceptable Use Policy- to ensure and protect AT&T internal and external network.
Key Projects
* Team Leader and Subject Matter expert for AT&T Integrated Solutions T-1 conversion and new data installations. Assisted network engineers in restoring service in all aspects of the infrastructure to include circuits, network equipment, network congestion, and routing issues.
* Monitored project progress and prepared project assignment adjustments as necessary to meet scheduled deadlines and resolved technical issues.
* Coordinated notifications for all customer impacting maintenance, outages, and upgrades.
* Actively researched, isolated and resolved abuse/security related issues including: DNS attacks, Hacking, Block list, Viruses, Phishing websites, Spam, and Identity Theft.
* Organized after- hours dispatches to support Bellsouth over 350 business customers.
Charter Communication ~ Duluth, Georgia Feb 2002-May 2002
Network Maintenance Technician
Trained and supervised new technicians according to company standards. Effectively installed and provided maintenance for digital video, internet and digital telephony products
* Installed data cables, tested cable networks, monitored cable performance using customer`s video complaints.
* Ensured circuits, supporting systems and equipment was restored quickly and in accordance to national communications objectives.
* Provided and maintained cabling systems that affected roughly 20,000 customers.
* Organized dispatches and served as an on call technician for escalated issues.
Implemented routing processes to prioritize workload and ensured work orders were completed at the estimated time.
* Maintained proper and reliable installation of CAT 3and CAT 5 wiring and equipment to enhance better signal quality.
EDUCATION
Georgia Perimeter College ~ Georgia ~ Undergraduate coursework for Information Technology January 2013
Armstrong State University ~ Savannah, Georgia 1996-1996
ADDITIONAL TRAINING
Dale Carnegie, 12~week Management Training
Cisco Technical Boot Camp ~ Cisco
Introduction to Project Management ~ Georgia Perimeter
Omni Tech Solutions, IT Technical Training ~ (Hardware and Software applications)
Hardware Cisco Routers: 800, 1700, 1800, 2800 series routers and 3500, 6500 series switches
Software: Windows 7 and XP, Outlook, Remedy, Vista, Prognosis, ProComm, Abacus, HyperTerminal
Networking: TCP/IP, LANs, WANs, VPN, Frame Relay, MPLS, Telnet, SSH, ISDN, SS7
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