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Customer Service Project

Detroit, Michigan, United States
December 05, 2018

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Anthony Franklin

Phone: 313-***-**** E-mail Address:

IT, Telecommunications, Automotive Professional, Customer Service & Sales Experience

Technology Summary:

Software: Entry level Java, QA, Eclipse, MS Office, Windows

Networking: LANs, WANs, Routers/Switches, TCP/IP, Cabling, Network Transports, etc.

Call Center: Customer Service and Sales

Energy: Wind, Solar, Batteries, Power Management

Education and Training:

EXPERIENCE IT Detroit, Software Development in Test/Java, Grand Circus, Detroit, MI, 9/2015

Masters of Science, Engineering Technology, Wayne State University, Detroit, MI, 12/2015

Graduate Certificate, Alternative Energy Technology, Wayne State University, Detroit, MI, 12/2012

Masters of Science, Computer and Information Systems, University of Detroit Mercy, Detroit, MI

Bachelors of Science, Electronic Engineering Technology, Ohio Institute of Technology, Columbus, OH

IT, Telecommunications, Automotive Professional, Customer Service & Sales Experience

DTE Energy, Detroit, MI

Information Technology/Computer Science Intern 2015 - 2017

Data Center Operations - Member of operation team charged with the creation, enforcement and monitoring of policies and procedures within data centers premises. Use tools and technologies that ensure application integrity, physical and logical security in the data centers.

Network Engineering <Transport Technologies> - Member of network engineering team charged with resolving mesh radio (Tropos) network issues.

Contract Administration - Member of LEAN Cost Reduction Project Team - Reduced telecommunications expenses by resolving all unnecessary (cellular, circuits, pagers, network infrastructure, air cards, tablets, smart phones, etc.) in ITS and other DTE business units. Attended monthly meetings with AT&T and Verizon to cover a variety of concerns related to all the products and services they provided the company including cellular technology (Basic cellphones to complex cellular solutions for automated billing data collections). Worked directly with AT&T on what was called “The 2G Sunset Project” which involved eliminating of all the 2G cellular sim cards within DTE Energy.

Network Engineering <WAN> - Member of network engineering team charged with designing, developing and deploying new WAN/LAN infrastructure. I provided project support, analysis and documentation for network projects.

Performance Driven Workforce, Warren, MI

Automotive Test Driver (GM Location) Contracted to Roush Industries 2013 - Present

Drive new, prototype and experimental vehicles, such as automobiles and trucks under test conditions to obtain performance data: Drive vehicles over city streets and highways. Perform specified tests on OnStar, Infotainment and overall vehicle systems. Worked on special projects involving testing the Wi-Fi and cellular components for the General Motors Mobil platforms. Worked directly with the OnStar division on testing device (PC’s, Pad’s, Cell Phones) connectivity for Wi-Fi and data utilization to sure up the billing plans that General Motors was using with AT&T cellular.

Comcast, Plymouth, MI

Customer Account Executive - Residential Sales (Call Center) 2006 - 2010

Provided all activities associated with the selling of Comcast products & services: (Digital Voice, Digital/HD Cable, Internet services and other products). Special assignment: Provided all activities associated with selling Comcast products & services for (Business Services).

Customer Account Executive III - Customer Service (Call Center) 2003 - 2006

Accommodated subscriber requests, inquiries and complaints regarding products, services, billing and repair of (Digital/HD Cable, Video on Demand, High Speed Internet Access).

TekSystems, Southfield, MI 2000 - 2001

Contracted to LEVEL (3) COMMUNICATIONS, Inc. Southfield, MI

City Engineer - Field Operations

Provided technical leadership in the Detroit Level 3 Southfield facilities, this involved the monitoring, tracking, and utilization of all fiber-optic network resources. Communicated and coordinated with Engineering, Facility Construction, and Carrier Relations on the scheduled implementation of network expansions, integration and upgrades within the gateway facility.

Key Achievements:

Trained and managed five technicians on implementation processes for new products and services.

Managed and scheduled technicians, contractors and support organizations in project completion within specified time frames.

Provided status reports on projects in progress and AC/DC power utilization to senior management.

Performed capacity planning functions and assessed availability of resources within the gateway.

Worked on site with customers on qualification, configuration, and repairs.

Project managed three custom communication suites, AC UPS upgrades, DC power augmentations, 100 new collocation cabinets for Dot.Com customers, and 10 new cages for dark fiber customers.


Network Specialist 1998 - 1999

Provided leadership to Ameritech regional network implementation teams, this involved assessing network requirements, planning, disaster recovery, implementation of network infrastructure and other engineering support functions. Using knowledge of WANs/LANs and other information systems technologies developed technical solutions for Ameritech Business Units. Collaborate with network engineers on the implementation of an 800 node Cisco network, this included Premises, Boundary and Core routers.

Key Achievements:

Managed Electronic Commerce Network and OpenNet capacity planning functions, Data Center Consolidations, and implementation of network infrastructure projects for regional TCP/IP network.

Spearheaded and provided key leadership for projects facilitating regional telecommunications among multi-functional teams.

Created accurate scheduling, status, and progress reports to assist in project management.

Senior Telecommunications Analyst 1996 - 1998

Provided design and estimating of integrated networking solutions for Ameritech internal clients. Prepared and reviewed in-depth operational and project progress reports. Provided project management and scheduling for Private Lines, 56K’s, T1’s, DS3’s, Frame Relay, X.25, and ISDN connections.

Telecommunications Analyst 1990 - 1996

Evaluated the networking aspects of data processing project proposals and assessed project feasibility for the Ameritech internal wide area network infrastructure (SNA and TCP/IP).

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