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Air Force Customer Service

Chino, California, United States
February 21, 2018

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Cell# (909) *** ****

Veteran - 5 Point Preference

(US Air National Guard, US Navy Reserve)


IT Voice/Data/Wireless Telecom Technician (08/2016 - present)

Outsource Assigned to Blackbox 1960 E Grand Ave #1180, El Segundo, CA 90245

Currently, working on Cisco CUCM, Unity VOIP and Nortel PBX programming and troubleshooting.

Implemented wireless upgrade project for Home Depot (US Midwest) 08/2016-03-2017 (Cisco to Aruba WAP transition), Bank of America, Wells Fargo (California) 04/2017-.08/2017 (Cisco WAP and Cat6 cabling) Installed Aruba and Cisco wireless Access points, wireless controllers, switches, Cisco VOIP phones Cat6 cables, ceiling J Hooks. Experience with wireless 802.11 and 802.1x troubleshooting Conducted site survey utilizing AirMagnet site survey tool (3 years). Collaborated with Cisco and HP Tech support during installation and troubleshooting installation/upgrades. Also serviced other customer accounts for PBX upgrades from Nortel to Cisco VOIP. Installed desktops for TJMAXX, Marshalls, Home Goods.

Wireless Network Scoping Engineer/Consultant-Contractor (August 2013 - June 2016)

Borj Construction Management 1701 E. Lambert Rd, La Habra CA 90631

Assigned to Los Angeles Unified School District 333, Beaudry Ave, Los Angeles CA 90012

Reference: Stefan Brown, Supervisor 1 (213) *** ****

Provided technical expertise and oversight for the work of 6 network engineers and 15 field supervisors on network modernization/rehabilitation projects (LAN/WLAN) with various units in the District to include schools, administrative offices, construction management, ITD, maintenance, and operations. The completion of LAN/WLAN network projects required me to conduct the following: develop specification requirements for bids and contracts, plan/coordinate/identify site equipment requirements, review designs of IT systems to produce solutions, analyze proposals for improvement to determine the suitability and economic/cost efficiency. I was responsible for field checks on construction, demolition, rehabilitation, alterations/compliance issues and coordinating the delivery and installation of equipment. As part of my duties, I communicated professionally through correspondence, reports and implement guidelines related to specifications for these projects to conform to schedule requirements. Priority lists are imperative to assist OAR’s(Owner Assigned Representative) with annual and long range programs for various construction projects. My work involved coordinating meetings between site administrators, school management, construction vendors, contracted Design Architects, Field supervisors, project managers, Division Directors, school personnel, parents and community representatives to discuss pre-construction to post construction’/close out. Utilized Google suite of office products to interact with vendors.

TSC NOC Technician II (March 2012 – March 2013)

LEVEL 3 COMMUNICATIONS 1025 Eldorado Blvd, Broomfield, CO 80021

Reference: Lenny Matthews, Supervisor 1 (720) *** ****

As a team member at the National Operations Center, I monitored the performance of telecommunication networks, including usage, load patterns, and system responses. My duties required utilizing various databases and applications to identify, triage, analyze, troubleshoot and implement system changes to enhance process efficiency. I engaged various cross functional teams (Operations, Activations, Transport, Security, Customer service, Management) for trouble escalations and resolution. Worked on T1/T3 circuits, familiar with LAN, WAN technology TCP/IP, OSI model, subnetting, Frame Relay, ATM, VPN, MPLS, PIP, Ethernet POS.I was responsible for providing accurate and consistent customer communications through phone, email and ticketing notes for customers and management. I interacted with domestic and International Telecom carriers to efficiently and accurately manage customer initiated trouble tickets to resolution ensuring adherence to Service Level Agreements. My job required strong analytical, verbal and written communication skills. I was able to effectively prioritize my workload by being creative, resourceful and innovative. I was also required to work extra hours when needed especially during severe weather conditions when networks are adversely impacted. Participated in working all shifts, holidays and weekends/on call in a Network Operations Center environment.

Wireless Technician (Mar 2010 – Sept 2010)

Clear wire, LLC 4400 Carillon Point, Kirkland, Washington 98033

Reference: Darryl Cardamone, Supervisor 1 (951) *** ****

Served as a team member on the Los Angeles metropolitan 4G (4th generation) wireless/microwave installation/deployment project. I provided field support for new construction in the following areas: on-site supervision, equipment delivery, coordination of equipment, and installation for cell site turn up and site optimization. I installed and programmed foundry switches, Valere, SiteBoss, Motorola, EBand and Huawei microwave radio equipment. I was assigned to Network Operation Center (NOC) call outs. Part of my duties included maintaining accurate records to ensure effective coordination of all the facilities.

Wireless Telecom Technician (Nov 2008 – Sept 2009)

Outsource Assigned to Vector Resources 1960 E Grand Ave #1180, El Segundo, CA 90245

Reference: Martin Lind, Supervisor 1 (310) *** ****

Participated in the Los Angeles Unified School District Wireless Access Upgrade Project, installing CISCO Wireless Access Points, controllers, switches, and routers. I was responsible for conducting wireless local area network (WLAN) surveys and utilizing Air Magnet Site Survey software to obtain signals in real time. This enabled me to measure wireless network performance and Radio Frequency coverage in order to design the WLAN network for an optimal Access Point count, placement, and configuration.

Installation & Maintenance Specialist (Sept 1997 – Oct 2008)

Verizon Business 32 Executive Park Ste 150. Irvine, CA 92614

Reference: Craig Woods, Supervisor 1 (805) *** ****

Worked in an environment that required prioritizing and multitasking. I was assigned as a mobile and onsite technician at major customer facilities including Unocal, Sanwa Bank, and Kaiser Permanente Hospitals throughout the Los Angeles metropolitan area. I was the designated point of contact for the customers representing and interacting with Verizon management. I performed Move, Add, Change (MACD) requests for phone and data equipment for small groups and large departments. My duties included installing: cables, hardware, modems, switch equipment (Cisco/Nortel Passport), routers, and Kentrox CSU/DSU (Channel/Data Service Units). I also programmed telephones, voicemail systems, and Automatic Call Distribution systems (ACD) Avaya/Octel Aria 250/350, Nortel CallPilot/Meridian mail. I employed troubleshooting and fault isolation techniques such as remote testing of systems to isolate and resolve system and customer issues. On a daily basis, I monitored customer Private Branch Exchange switching equipment, examining generated reports/log files to identify and troubleshoot circuit issues and take appropriate action to remedy any faults and proactively monitor any impairments. This work involved paying attention to detail. I also performed periodic backup and updates of system files and created reports for customer management. I worked closely with customer management and advised them on call process efficiency, quality of service, preventing bottlenecks and allocating resources appropriately. I evaluated their requirements for staff relocations. I was responsible for designing, programming and installing their phone and voice mail systems at their branch offices. I kept customers and management updated on efforts aimed at restoration of their services through verbal and written communication. I was responsible for Interfacing with Local Exchange Carriers (LEC) and the Verizon National Operations Center (NOC) for the isolation and repair of customer issues. My work involved exercising independent judgment and managing the escalation process as required, in support of Verizon’s telecommunications activities. I also provide training to junior technicians and maintained vested working relationships with technical peers and management. My work involved being on call and working weekend and holidays regularly. Responsible for Inventory management, checking in/out routers, switches, cables, coordinating RMA management with Cisco warehouse, shipping out defective parts, receiving stock replenishment. Staging inbound/outbound equipment.

Telecommunications Technician (August 1988 – September 1997)

City of Long Beach 333 W Ocean Blvd Long Beach, CA 90802.

Reference: John Duplessis, Supervisor 1 (562) *** ****

Worked at various locations throughout the city. In this position I installed, repaired, maintained, configured and upgraded NEC, ROLM, Nortel, Toshiba PBX(Private Branch Exchange) telephone switching equipment, Voicemail and Automatic Call Distribution (ACD) systems, IBM Data Equipment (terminals, printers, Mainframe/PC computers), Scantron scanners, analog/digital phones and public address systems. I was responsible for project management for the Long Beach Airport and Housing Authority redesigning, programming and implementing voice mail systems for various departments citywide with significant cost savings as compared to outsourcing. I also developed presentations, conference materials/training manuals to provide verbal/written guidance for various levels of staff and management.

Military Service

Religious Programs Specialist PO3 (May 1995 – August 1998)

U.S. Navy (Reserves) 100 Navy Way, San Pedro CA 90731

I served as the bodyguard protecting the chaplains. This position required training with the Marines for M16 shooting, grenade practice, diving, parachuting from helicopters, hand-to-hand combat, first aid training and driving amphibious vehicles (HUMVEE). I was responsible for training CRP (Command Religious Program) volunteers. I was involved in planning; organizing and implementing procedures for CRP sponsored community relations projects and fellowship activities. I conducted CRP Pre and Post deployment briefs, executed accurate audit trails for all Religious Offering Fund (ROF) transactions, reviewed contracts/blanket purchase agreements and coordinated CRP supply support links for subordinate deployed/field units.

Telephone & Data Circuitry Equipment Specialist Sergeant (January 1991 – April 1995)

Air National Guard 222 Combat Communication Squadron, Costa Mesa CA

On 1 April 2008, the unit was redesignated as the 222d Intelligence Support Squadron and relocated to Beale AFB, California

Completed Telephone and Data Circuitry Equipment Specialist Training at Sheppard Air Force Base, Texas. This training included installation and maintenance of telephone subsets, key telephone systems, and key switch systems. Learned the fundamentals of DC and AC circuits, solid-state devices and telephone substation installation and maintenance. Participated in field exercises annually at different locations to include Harrisburg, PA; Camp Pendleton, CA; and Twenty Nine Palms, CA. I was required to assemble and disassemble equipment in simulated combat zone scenarios. Other aspects of this training that I was exposed to involved Communications Security (COMSEC), Operations Security (OPSEC), and Electronic Warfare and Disaster Preparedness.


Master’s in Business Administration (1996)

Bachelor of Arts in Computer Information Systems (1994)

- Cal State Dominguez Hills

Associate’s Degree in Electronic Technology

Maxwell Air Force Base, Alabama (1994)

- Air Force Community College

Job Related Training

Cisco Certified Network Associate Certification CSCO10412609 (CCNA 2002 – 2005)

Cisco CVOICE (2007)

CIPT Cisco IP Telephony (VOIP)

Cisco AWFSS Aironet Wireless LAN Fundamentals & Site Survey Training (2006)

Certified Nortel PBX Options 11-81C (Global Knowledge Center) Communication Server 1000 Database Administration (2005) (Global Knowledge Center)

Certified Nortel Meridian Mail & Automatic Call Distribution (ACD), Centigram voice mail

Voice Mail: Installation and Maintenance/Backup of the Avaya Octel ARIA250 AND 350 Hands on training

NEC NEAX 2000 and voice mail Hands on training City of Long Beach (5 years before cut over to Nortel)

Toshiba PBX certified. Hands on training with ROLM/IBM PBX

CISCO CCDA, CWNA In progress

CMAA (Construction Management Association of America) Certification Course Completed

Fork Lift training Certified

Awards & Honors

Verizon – Recognition & Appreciation for 10 years of Service (1997-2007)

Verizon/Kaiser Permanente - Outstanding Customer Service Award (2002)

USMC Religious Ministries Reserve Indoctrination Certificate; Camp Lejeune, NC (1996)

Air Force Technical School - Honor Student Medal

Defense Service Ribbon

Air Force Reserves Meritorious Service Ribbon

Air Force Training Ribbon

Navy Expert Rifleman Ribbon



Microsoft Office (Excel, Word, Access, Power point). Office 365 migration, Skype for business troubleshooting. Remedy/Vantive/Verizon ticketing system familiarity.

Fork Lift Operation Certified. Scissor lift experience.

Advanced training for various Wireless, Voice, and Microwave Equipment software from multiple vendors.

General knowledge of SIP Point to Point, MPLS. ISDN/BRI configuration, Routing Protocols: OSPF, BGP, RIPv1, RIPv2, EIGRP, and IS-IS. WAN/LAN, Frame Relay TDM Technologies.

Software: SolarWinds, Netscout


Languages: Hindi, Gujarati (East Indian dialect), Swahili (East African)

Travel: France, Kenya, Tanzania, and India, lived in both Uganda and England

Volunteer Long Beach Veterans Hospital (2011-2012)

Additional References

John Duplessis, Supervisor, City of Long Beach CA 90802 (562) *** ****

Craig Woods, Supervisor, Verizon Business, Irvine, 32 Executive Park, Irvine CA 92614 (805) *** ****

Martin Lind, Supervisor, Vector Resources, 3530 Voyager St, Torrance, CA 90503 (310) ***-****

George Vogel, Chief Chaplain, Long Beach Veterans Hospital 5901 E 7th St, Long Beach, CA 90822

Email: (562) *** ****

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