Customer Service Engineer
Resume:
Charles Greene
Email: abqob5@r.postjobfree.com
Address: **** ******** **
City: Kennesaw
State: GA
Zip: 30144
Country: USA
Phone: 404-***-****
Skill Level: Assistant
Salary Range: $60,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Charles Greene
1310 Telhurst Ct Kennesaw Ga, 30144
abqob5@r.postjobfree.com
Summary: 12 plus years professional experience in the customer service/support industry, primarily in the telecommunications and network support industry. Proven leadership ability with outstanding organizational skills; an excellent record of meeting and exceeding all performance goals.
Objective: To obtain a position that requires outstanding customer and inter-company relations and support, with emphasis in the network support and IT/telecommunications industry, and would utilize my communication, team-building, and problem solving skills, strengths and abilities.
Professional Experience:
ATT Mobility - Atlanta, GA. 5/2011 12/2012
Network Support Engineer - ATT NSS Group (Network Support Services)
RF responsible for troubleshooting the following areas: T1/T3 networking and underlying protocols, network traces, Voicemail, General RF and 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 ATT 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.
Must be able to represent NSS on outage bridges as needed. Must be able to work on-call 24x7 as needed.
The Network Control Specialist knows when to engage their Lead (Senior Specialist) for support or handoff on complex issues. Assists in the rapid assessment of both the nature and severity of customer problems and initiate calls to various support organizations as needed. Must maintain documentation of daily operations and productivity. Reports to first level management. Supervisory: NO
Tier II Technician, utilizing CTS, Granite Paths, Acces7 (SS7), Snooper, Geolink, MTI, Lerg, Neirm, Pairs, CNN, commander, compass, Rmap, Quantum, Metcaf, HLROPS, international calling plan, Business Direct, CDR FINDER and Awatch for troubleshooting Wireless Network issues on various 2G, 3G, and 4G LTE, SMS, Microcel,l UMTS and GSM technologies, including Alcatel, Siemens, Lucent, Nortel, Nokia Ericsson equipment.
Verification of circuit nomenclature and Granite path accuracy for clean continuity.
Obtain correct CKT IDs and set up head-to-head testing to root cause cell site signal continuity issues.
Respond to network alarms in NetCool circuit monitoring system.
Contact ATT facilities and field technicians via phone and email to indicate open ticket, set up dispatch, vendor meets, and cell site access assistance.
Open trouble tickets/work requests in CTS/Remedy and interface with LEC and interexchange carriers via phone and ebonding systems to assure compliance with customer requests utilizing established guidelines.
Assisted with developing and documenting processes and procedures within the NSS Group including creating flowcharts and procedural flows.
Contributed to departmental Wiki for quick reference and training procedures.
Confirm resolution of trouble tickets and document in CTS (Remedy).
Provide customer assistance resolving and/or escalating trouble tickets for resolution of issues.
Generate customer notifications regarding facility activities or resolution of assigned CTS/Remedy tickets.
Any and all other assigned task by ATT Network Operations Management.
ATT Mobility - Atlanta, GA. 2/2008 - 3/2009
Network Transport Support Engineer - ATT MNRC Telco Division
Test and troubleshoot DS1 (T1s) and DS3 (T3) issues, utilizing Net Analyst, Granite Paths, and DACS test points for various 2G, 3G, and 4G UMTS and GSM equipment and technologies, including Alcatel, Siemens, Lucent, Nortel, Nokia Ericsson equipment.
Verification of circuit nomenclature and Granite path accuracy for clean continuity.
Obtain correct CKT IDs and set up head-to-head testing to root cause cell site signal continuity issues.
Respond to network alarms in NetCool circuit monitoring system.
Contact ATT facilities and field technicians via phone and email to indicate open ticket, set up dispatch, vendor meets, and cell site access assistance.
Open trouble tickets/work requests in CTS/Remedy and interface with LEC and interexchange carriers via phone and ebonding systems to assure compliance with customer requests utilizing established guidelines.
Assisted with developing and documenting processes and procedures within the MNRC Telco Group, including creating flowcharts and procedural flows.
Contributed to departmental Wiki for quick reference and training procedures.
Confirm resolution of trouble tickets and document in CTS (Remedy).
Provide customer assistance resolving and/or escalating trouble tickets for resolution of issues.
Generate customer notifications regarding facility activities or resolution of assigned CTS/Remedy tickets.
Any and all other assigned task by ATT Network Operations Management.
Paetec Communications- Philadelphia, PA. 6/2000 - 2/2008
Switch Technician- Philadelphia Central Office
Demonstrated ability to troubleshoot and resolve complex circuit outages. Work with ILECs and CLECs to investigate and resolve T1/DS3/OC3/MAN circuit outages; work with colocation facility technicians to resolve FastEthernet/GigabitEthernet circuit outages.
Experience with TCP/IP network management and knowledge of high speed networking technologies; Use of TCP/IP network management tools (Traceroute, ICMP, SNMP, Telnet, DNS), High speed networking technologies (10/100/1000BaseXX Ethernet, ATM, SONET, DS-1, DS-3, Frame relay, HDLC, PPP).
Experience: Project Management PAETEC Subject Matter Expert on Alcatel 1630 1631
* Main contact for equipment manufacturer for resolution of switch related failures.
* Lead Project lead for all Alcatel growths in the matrix and leaf growth.
* Also was responsible for switch and DCS system software upgrades and certifications.
* Build scripts to run in the DCS for major customer. Builds and Migrations
* Also help assist in the Acterna JDSU test head build to interconnect the DCS to the Test head. site installation Remote testing DS3s and DS1s and DS0
Experience with Lucent 5ESS on call technician for remote and onsite trouble resolution.
Experience: Trunk testing, installation and turn-up
Experience with Cabling and fiber cabling (including multi-mode and single mode applications); twisted pair (specifically CAT5/CAT5e as applied to RJ-45 specification); serial cabling technology (including v.35 and RS-232); and DSX panel cross-connects (cabling systems maintenance and troubleshooting).
Investigate, troubleshoot, and assist in the resolution of content delivery of network transport services, also testing and analyzing data on, DS0, DS1, DS3 and OC3, OC12, OC48 etc...
Schedule events and notify customers of Paetec /provider maintenance activities.
Work with providers to fulfill customer colocation requests, update contact lists, and any other support requests that may be necessary as backup to colocation team.
Assist in the development and implementation of training plans for newly assigned personnel.
Operating Systems; familiarity with navigating in a Microsoft Windows
and Excel environment.
Open I tickets / work requests and interface with Paetec and partner engineering staff and facilities to assure compliance with customer requests utilizing established guidelines.
Confirm resolution of all open Paetec colocation requests, partner tickets / work requests and other assigned TBS tickets.
Education:
* Lincoln Technical Institute:Sept 1989Diploma in ( HVAC)Heating Ventilation and Air Conditioning and Refrigeration
* Lincoln College of Technology: Oct. 2010 Associate Degree (NCIS) Networking and Communications of Information Systems GPA 3.95 also a member of the National Technical Honor Society
* Complete Lucent 5ESS Switch training CBTS and also 5E5555 Hands on training.
* Complete Alcatel 1630 1631 DCS Training Attended hands on training in Plano, Texas
* Lucent ASM CBT Training,
* Comptia A+ Essentials completed
* Comptia A+ Practical Pending
References:
Available upon request.
Contact this candidate