Technical Support Network Engineer

ESCALATION MANAGER **/** - AT&T Internet Services - San Ramon, Ca provide Managed technical support for escalated issues within AT&Business and Enterprise customers take calls from elevated customers and resolve issues.

Network Engineer 05/06 – AT&T Internet Services San Ramon, Ca provide network support for AT&T Business andMajor accounts provide pro active and reactive network monitoring troubleshoot network alarms for T1 networks providetraining to junior connectivity agents as on connections &troubleshoot MPLS IPVPN connections forAT&Business scustomers

Network Analyst 07/06 - 11/06 NBC Universal Music Group(UMG) / Universal City, Ca Global Network Services (GNS) Network Operations Center provide RSA(Secure-Key)administration

Supervisor Technical Support - 03/04 – 03/05 Mega Path Networks Pleasanton Ca provide hands on day to day team supervision to ensure support standard are maintained in a high traffic net work support ensure SLAs are reached for all customers provided mentoring a as needed create incentives for above average performance developed work form home plans for higher support – agent availability, eliminating work commutes in a heavy congested work location

●Senior Network Operations Technician - 08/02 - 03/04

AT&T/IIC Emeryville, Ca provide tierI & tierIII HDSL T1 migration support provide remote DSLam wiring throubleshooting with onsite vendor technicians on Adtran2800 multiplexer, demux /adtran smart jackutilized Netalanyst copper mountain T1line testing for cicuit acceptance

Network operations Technician03/04-03/04Nextel Communications Oakland,Ca Provide reactive and pro-active monitoring and support for Nextel I DEN cellular network monitored Solaris- Netcool

Technical Support Supervisor - 5/97 – 11/00EarthlinkNetworks Sacramento,Ca performed day to day Support team supervision mentored, coach team members as needed Developed Apple support team for Internet technical support

Eachieved several Supervisor of the Month awards.

Instalation Team(ITAC)Supervisor- North Point Communications Emeryville, Ca11/00 –04/01 4/01 provide day to day team supervision of Installation technical support agents

Trouble Ticket Team Supervisor II North Point Communications Emeryville, Ca- 11/00 –04/01 4/01Supervised combined team of Installation technicians TierII trouble ticket support technicians to support the reduction of backlogged failed install of customer DSL services reduced over 2900 open tickets to approx 2000with in 4months time

AppleCare Technical Support - 10/01- 08/02Apple Computers Sacramento, Ca Provide Phone technical for Apple Soft ware and Apple Powerbooks, Imac OSX support- recommend for Apple Store genius at Emery ville,Ca

Maintained above average nuber calls with first call resolution

Senior DSL Technical Support - 7/01- 10/01 SBC Pac Bell Internet San Ramon, Ca Provide DSL technical support for windows Apple customers performed Red Back Router reconfigurations when needed maintain high call numbers

Education PreseneIp experts CCNP training course--

06-present Online CCNA study courses in preparation for Cisco CCNA certification

04 - 05 DVC Cisco Networking Academy CCNA San Ramon, Ca

05 DVC A+ San Ramon,Ca

05 - 06 OhloneCommunity college Cisco VOIP CCNP Fremont, Ca

96 - 99 CSULB Math/Electrical Eng. Long Beach, Ca

88 - 93 University of Maryland Gen/Business Heidelberg, Germany

Completed Diablo Valley College Cisco Networking Academy CCNA

Sixth Sigma self studyCCNP

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