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Tech Support Project Management Customer Service Telecommunications

Location:
Atlanta, Georgia, United States
Posted:
August 29, 2018

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Resume:

DANIEL J. O’SULLIVAN, MBA

* * * * * o u n t r y W a l k D r i v e, P o w d e r S p r i n g s, G e o r g i a 3 0 1 2 7

* * * . * * 1 . 3 6 0 0 d a n n y . o s u l l i v a n 1 9 8 4 @ g m a i l . c o m 1 P a g e

Area of Focus: TECHNICAL FIELD

QUALIFICATIONS PROFILE

Seasoned, multifaceted, and intuitive professional, with broad-based experience within the telecommunications industry. Possess skills in performing hardware and software troubleshooting, as well as system and wireless connection maintenance to provide first-rate services to clients. Exemplify talents in monitoring and configuring wireless devices to enhance efficiency within the assigned department while maintaining compliance with set-forth standards and regulations. Demonstrate exceptional knowledge in building strong relationships with clients to meet customer needs and satisfaction. CORE COMPETENCIES

Technical Support Network Support Project Management Team Leadership Strategic Planning and Implementation Connection Monitoring RELEVANT EXPERIENCE

Sprint Communications, Inc. Atlanta, GA (1998–2018) Technical Support Advocate 2015–2018

Technical Scope: Data Link, Direct Connect, SIP Trunking, Static IP, Machine-to-Machine, In-Building Solutions and Mobile Integration

Held responsibility in dealing with wireless hardware and software issues of 3G and 4G devices including handsets, tablets, and hotspot.

Guaranteed network stability and identified reoccurring patterns of connectivity failure by addressing potential problem areas in a timely manner.

Maintained network tickets, tracked network alarms, and performed trouble isolation and outage reporting.

Determined and escalated service outage reports and coordinated status to end user.

Contributed in resolving customer technical issues by preparing support documentation of manufacturer device solutions. Notable Accomplishments:

Decreased redundancy and boosted productivity by initiating streamlined process. Wireless Business Dedicated Support 2011–2015

Demonstrated skills in carrying out detailed plan analysis and account modification for enterprise accounts as well as swapping out handsets, adding and canceling services, and researching and reconciling billing discrepancies, and offering management reporting.

Provided first level assistance in troubleshooting hardware, software applications, and wireless connectivity.

Conceptualized strategies to fulfill product and service expectations and increase customer satisfaction in partnership with organizational program managers and the Sales Division. Notable Accomplishments:

Brought significant improvement to corporate account revenue by upselling wireless equipment. Wireline Disconnect Services 2008–2011

Technical Scope: ATM, VPN, Dedicated IP, MPLS, Frame Relay and CPE for Domestic and International services

Rendered project management to disconnected services for corporate clients and ensured compliance with decommissioning provisioning termination steps.

Assumed accountability in restoring data services in collaboration with cross-functional support teams.

Served as escalation point of contact in managing end-to-end disconnects services while conducting investigation and providing resolution to several inquiries.

Facilitated training for employees to improve their efficiency and overall performance. Notable Accomplishments:

Earned selection to attend solution engineer intern program. DANIEL J. O’SULLIVAN, MBA

3 2 7 9 C o u n t r y W a l k D r i v e, P o w d e r S p r i n g s, G e o r g i a 3 0 1 2 7

4 0 4 . 9 3 1 . 3 6 0 0 d a n n y . o s u l l i v a n 1 9 8 4 @ g m a i l . c o m 2 P a g e

Wireline Implementation 2005–2008

Rendered support in installing, disconnecting, upgrading, downgrading, moving, and coordinating data services migrations.

Monitored the progress of key project milestones while escalating timeline-related issues.

Directed staff training programs to improve performance and customer satisfaction. Earlier Positions Held:

Wireline Order Management

Switched Voice Installation

OTHER EXPERIENCE

J. C. Penney Forest Park, GA

Customer Order Support / Sales

Intermodal Technical Services Atlanta, GA

Transportation Auto Cargo Container

EDUCATION

Master of Business Administration in Network and Communications Management: 2013 Keller Graduate School of Management Network Communications Atlanta, GA Bachelor of Arts in Business Administration and Information Systems Clayton State College and State University Morrow, GA PROFESSIONAL DEVELOPMENT

Training A+ Certification, Clayton State College and State University Morrow, GA Programming (C, C++, Cobol, SQL, Visual Basic), Clayton State College and State University Morrow, GA Visio Pro, Clayton State College and State University Morrow, GA Net +, Southern Polytechnic State University Marietta, GA Web Design, Southern Polytechnic State University Marietta, GA Web Programming (Java, JavaScript, CGI, Perl), Southern Polytechnic State University Marietta, GA Cisco Certified Network Associate (CCNA), Kennesaw State University Kennesaw, GA Oracle, Kennesaw State University Kennesaw, GA

Project Management, Kennesaw State University Kennesaw, GA Technical Writing Fundamentals, Kennesaw State University Kennesaw, GA Unix, Kennesaw State University Kennesaw, GA

Wireless Networking, Kennesaw State University Kennesaw, GA Certifications Management, Kennesaw State University Kennesaw, GA Supervisor, Kennesaw State University Kennesaw, GA



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