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Technical Support Service

Clearwater, Florida, United States
February 09, 2018

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Daniel Backer

727-***-**** **** Sand Hollow Ct.; Clearwater, FL

Summary of Qualifications

Highly motivated individual with over 10 years of experience working in the Telecommunications industry as a Network Operations Technician and Technical Support Representative

Very strong skills in Microsoft software applications including Excel, Word & outlook

Ability to meet deadlines in a fast paced work environment through multi-tasking

Fluent in English with a working knowledge of the Spanish language

Involved in acquisition of Verizon’s Texas, Florida and California territories to Frontier Communications

Education and Certifications

New Horizons Computer Learning Center; Tampa, FL 2017


CCNA (pending certification)

ITT Technical Institute; Tampa, FL 2000

Associate of Science, Electronics and Engineering Technology

Professional Experience

Various Temporary Assignments August 2016 to Present

Frontier Communications; St. Petersburg, FL January 2016 to July 2016

Network Administrator

Receive orders via metasolv ordering and circuit inventory system for request for new service, changes to existing service or disconnects from sales engineers, order writers or internal customers

Design and configure various types of Telecommunications systems including: DS0, T1, DS3 leased line WAN systems, VPN tunnels and Metro Ethernet circuits

Use multiple Telecom software programs to complete circuit designs and cross reference data before acquisition from Verizon to Frontier to ensure accuracy

Provision and configure newly designed systems, changes to existing service including configuring new MAC addresses, when applicable, using several different software programs depending on what type of equipment I was working with, Cisco, Nortel, Fujitsu, etc.

Answer Help Desk calls/emails from internal customers to update their Windows Active Directory domain

Verizon Communications; Tampa, FL

Network Operations Technician May 2008 to August 2015

Answer inbound calls from internal customers having trouble accessing equipment in the field, attempt to restore communication and if unable, referring to Network Reliability for repair

Monitor and troubleshoot various types of networks including Telco Central Offices, Customer provided VOIP systems, Digital Transport systems as well as Cell Sites and when alarms are detected isolate the source of alarm and take appropriate action

Prioritize various types of trouble reports and keep management personnel advised of any troubles not assigned

Perform QA testing on newly installed systems and cell sites, Ensure service is not taken down during hours of usage and make arrangements for after hours technical support when necessary

Initiate referral to Technical Support group when necessary and escalate trouble reports inside and outside the center

Identify critical outages as soon as possible, notify management personnel and set up conference bridge

Business Response Specialist June 2003 to May 2008

Receive trouble reports on multi-leg analog, DS0, T1, DS3 as well as company detected interoffice SONET Optical Transport Systems, analyze Circuit Layout Record, remotely test and repair when possible or refer to correct work group for fastest possible resolution

Configure and troubleshoot external VIP customer’s VLAN and 802.1Q trunking issues

Setup NAT translations on new customer’s routers to translate their private IP addresses to the public addresses allotted to them

Identify any major outages as soon as possible and notify management and technicians of where the common source of the trouble is

Network Operations Control Center December 1997 to June 2003

Assisted technicians in the field with contacting customers or technicians in other areas for assistance

Set up and took part in conference bridges during major outages

Worked closely with management when trouble was extremely heavy to ensure all troubles were assigned

Department was open twenty-four hours a day, seven days a week so I had to be available to work all three shifts and holidays

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