Project Manager Engineer
Resume:
Guichard Rodriguez
** ******** ** # * ******, Ma 02148 . Tel: 781-***-****.
**********@*****.***
PROFESSIONAL EXPERIENCES
Motorola Communications, Lowell, MA
FTTP/FIOS Level 2 Support Engineer
. Provided Engineering support for Fiber to the premise for Verizon and
other IOC's for the
BPON and GPON systems manufactured by Motorola Corporation.
. Reviewed, provided feedback on Motorola Communications and created
documentation for system maintenance, upgrades.
. Responsible for accurately tracking, defining, updating, timely follow-
ups, closing and escalations for all cases. Responsible for updating
the customer and reaching resolution and case closure on a weekly
basis.
. Collected and maintained customer specific information as outlines in
procedures.
. Reported and submitted hardware and software bugs and enhancements to
the appropriate tracking system for verifying fix and/or tracking the
issue.
. Troubleshoot of telephony, Video testing, Ethernet, IPTV, VOIP and SIP
platforms
. Troubleshoot of Optical Line Termination (OLT) and Optical Network
Termination (ONT)
. IP Interface and worked with various server systems
. On Call 24/7 on a monthly basis to assist with technical or
administrative issue, and assistance with escalation to a level 3
Support Engineer, or the proper engineering department.
Sycamore Networks, Chelmsford, MA
5/07 - 1/08
Network Support Engineer
. Provided day-to-day internal and external customer level 1 and 2
technical and administrative support on all Sycamore Products and
services.
. Provide and maintain technical and administrative support to
internal and external customers via various remote access methods:
telephone, VPN and other links
. Monitor and respond to questions and service request received
through the ACD, direct line, email and SOLAR in accordance with
published guidelines and goals.
. Responsible for accurately tracking, defining, updating, timely
follow-ups, closing and escalations for all cases. Responsible for
updating the customer and reaching resolution and case closure.
. Collect information and define problems and issue statements,
troubleshoot, perform analysis, develop action plans in support of
all Sycamore Products and Services.
. Write, test and get approval for customer MOPs
. Review, provide feedback on Sycamore Publications and Create
documentation for system maintenance, upgrades.
. Available 24x7, assist with technical or administrative issue, and
assistance with escalation to a Senior or Principal Network Support
Engineer, CS management or the proper engineering department.
. Participate in administrative meetings and reviews.
. Collect and maintain customer specific information as outlined in
procedures.
. Report and submit hardware and software bugs and enhancements to
the appropriate tracking system. for verifying fix and/or tracking
the issue.
. Escalate issues following published guidelines
iBasis, Burlington, MA
9/06 - 5/07
Project Manager
. Provided status and technical support for IP interconnects and
deployments
. Pre and Post support of sales and Partners/customers
. Managed and implemented Internet Products technology between internal
groups to ensure service is delivered in a professional and efficient
manner
. Coordinated and scheduled service delivery with the customer
. Project based management of customer requests between different
internal/external groups associated with the delivery of products
services. Assisted with quotes, forecasting, created project plans,
coordinated special project and managed billing issues.
GENUITY (Formerly GTE Internetworking, BBN) -Woburn, MA
6/00-11/03
GNI NOC Analyst
. Monitored fiber optic backbone network for GENUiTY's Global Network
Infrastructure.
. Administered various network elements, such as section and line
terminating equipment, add/drop multiplexers, routers and switches, to
determine causes of various problems.
. Performed administrative functions, such as forcing or releasing span
switches, clearing performance monitoring counters, checking light
levels and power levels, taking network elements in/out of service,
and deleting circuit packs.
. Generated tickets for problems from alarms, customer calls, or field
service calls through Remedy Ticketing software.
. Provided basic troubleshooting of WAN technology: T3, SONET, ATM and
Frame Relay circuits.
. Resolved unplanned outages and planned upgrades in conjunction with
field technicians.
. Assisted work with circuit issues involving other Telco Vendors.
. Furnished written documentation detailing outstanding issues for
relief shift resolution.
EDUCATION
NORTHEASTERN UNIVERSITY - Boston, MA
Master of Science in Telecommunications and Systems Management,
September 2004- May 2006
Courses: Data Networking, IP Telephony, Fundamentals of Communication
systems, Telecommunications Architecture and systems, Telecommunication
Public Policy/Business Management, Managing Professionals and High
Performance Teams, Managerial Communication, Small Business Management,
Intro. to Java, Blogging and Business.
BOSTON UNIVERSITY - Waltham, MA
Cisco Network Administration Certificate Program,
2002
. Administering Cisco Routers and Switches
. Designing and implementing Wide Area Network.
. Internet connectivity and security.
. Internetwork troubleshooting
Boston University- Boston, MA
1999
Microsoft Windows NT Administration, MCP
PC Service & Support, A+ certification
STATE UNIVERSITY OF HAITI (I.N.A.G.H.E.I.) - Port-au-Prince, Haiti
June 1995
Bachelor of Science in Accounting.
SKILLS
Motorola Equipments: OLT, BPON and GPON, ONT. VoIP, Sip Protocol, Video
testing, Voice testing and data testing, Remedy/Vantive Ticketing System
hardware troubleshooting/repair. OC-48 Fundamentals. Sycamore Networks
Equipments: SN1 6K, SN9K.SN8K, Nortel Equipments OC-192 Fundamentals,
INM/Preside Monitoring Fundamentals; Lucent Technologies: ATM Switching
Fundamentals, ATM Switch Configuration, ATM Troubleshooting, Naviscore
Monitoring Fundamentals. Knowledge of Wireshark, Load testing, Regression
testing, Microsoft Office (Word, PowerPoint, Excel).
LANGUAGE:
Fluent in French
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