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Customer Care Service

Woodland Hills, CA
January 30, 2019

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Robert Pavel Woodland Hills CA *****

Email: 818-***-**** (c)

818-***-**** (h)


A full time position in a LAN/WAN 24/7 environment utilizing my experience and skills to their full potential, providing excellent customer service and support and to be a member of a team where dedication and hard work are rewarded.


Project Management Institute Completion Certification obtained.

CCNA Completion Certification obtained

CCNA Voice Completion Certification obtained

Linux Comp TIA and Red Hat Admin I/Admin II Certificate of completion

Linux Red Hat Command Line Skills

Windows NT 4/2000 Server Implementation/Configuration

Win 2000, Win XP, Win Vista and Win 7 & 8 Hardware and Software Configuration

System Monitoring and Field Support in a LAN/WAN environment with comprehensive

understanding of IP addressing and extensive network administration.

Duties and responsibilities related in troubleshooting skills for network devices.

Microsoft Office (Word, Excel, Outlook, Lotus Notes)


Turner Techtronics 10/2015 – current

1115 S. Flower Street

Burbank, CA 91502 310-***-****

Position: NOC Technician/Onsite support liaison for 20th Century FOX.

Duties: Provide monitoring services for all network, server, and application support. This would include FOXMediaCloud, Esprit AdminUI, Active Directory Module, Auto Downloader, Aspera Faspex, Digital Asset Doc, Fox Inflight and Fox Sports.

Utilizing SNOW ticketing System ensuring Service Level Agreements are met.

Troubleshoot and escalate all incidents using Microsoft SCOM and Solarwinds for both domestic and international users and vendors.

System health checks, failure diagnostics and front end security for all suspicious logins.

Assists the engineering and QA teams by testing new client implementations in both INTEG and PROD environments.

Responsible for supporting the various broadcast vendors globally and making sure they received their media in a timely manner to avoid potential financial loss.

Active Directory Password resets for all end users.

Running nightly PeopleSoft batch jobs.

Facilitate multiple simultaneous conference bridges.

Major Service disruptions coordinator including next day follow ups.

Monitoring planned maintenance changes per shift.

Taking on the roles of the IT service desk for off hours customer support and escalate critical issues as needed.

Telepacific Communications 8/2015 - 10/2015 contractor through Insight Global Mgmt

515 S. Flower Street, Los Angeles, Ca 90071

Position: Facilities Engineer

Duties: Responsible for LEC Access Service Request (ASR orders) submittal and follow-ups, carrier escalations, facilities and system updates, and project/quality management.

Submit, track and document circuit orders to Local Exchange Carriers, using various internal and external systems.

Proactively manage Milestones and carrier issues to ensure order completion, within established time sensitive intervals.

Escalate with carriers for T1 order status and facility completion.

Use of various provisioning systems including but not limited to ILEC/CLEC vendor systems.

Support internal customers (including, but not limited to : CSATT/Translations, Field Technicians, RROC, Service Delivery, etc.) with issues related to the various orders that are provisioned.

AAA Institute 11/2012 – 8/2015

6918 Owensmouth Canoga Park, CA 91303 Employment Verification 818-***-****

Position: Network Administrator

Duties: Maintain, analyze, troubleshoot and repair computer system and computer peripherals, including documenting, maintaining and upgrading or replacing any hardware or software components. Responsible for the cabling of new equipment as well as decommissioning of old. Support and maintain user account information including rights, securities and system groups. Keeping system updated with new and emerging technology assuring efficiency of institute.

British Telecommunications 3/2009 – 11/2012

2160 E Grand Ave. El Segundo, CA 90245 Employee verification 800-***-****

Position: ICM/H-IPCC/VOIP Event Management Technician / Network Operations Center

Duties: Responsible for monitoring and isolating all events pertaining

to the Intelligent Contact Management, Hosted IP Contact Center and VOIP Platforms. This included supporting a MPLS and VPN infrastructure. Microsoft server 2003/2004 based, duties include managing all components such as perripheral gateways, network interface controllers, call routers, loggers, distributors, servers, voice recognition units, IP interactive voice response units, IP phones, voice gateway routers and Cisco Call Managers.

Monitoring and identifying all audible alarms in a WAN/LAN environment using SMARTS, Alarm Tracker, Netcool Omnibus conductor, and HP CIM 7 Insite Manager System for troubleshooting and diagnose of all software/hardware faults.

Manage the trouble ticket queue of technical escalation issues utilizing EXPEDIO/Remedy ticketing system till resolved in a timely manner. This would include making recommendations to improve QoS and any reduction of cost.

Managing incidents and providing incident management team and engineers with time line of events until incident resolved and closed.

Assist field engineers with deployment and information pertaining to core network equipment. Accessing network devices remotely and performing pre and post flight test. Identifying RCA which includes running dump, event and application logs.

Updating the center’s methods and procedures accessing Microsoft Sharepoint.

Coordinating and implementing Planned Engineer Work (PEWs) for planned works and tasks on network during maintenance window.

Performing simplexing on duplex paired PG’s prior to scheduled upgrades.

Assist in firewall/load balancers/proxy server issues and payment gateway isolations. Also cabling of new equipment as well as decommissioning of old.

Verizon Communications, Inc. 8/98 – 3/2009

1 Baxter Way Thousand Oaks, CA 91362 Employee verification 1-800-***-**** c10303

Position: Customer Response Broadband Specialist / Network Operations Center

Duties: Strong technical proficiency maintaining and troubleshooting repair and provisioning issues on Lucent, Sahara and Ciena Switches supporting Frame Relay, ATM, Switched Ethernet Services, IPVPN, SMDS, and Data Kit Systems. Providing good customer care and technical support to end users for T1, Fractional T1, DS3, and OC3

Circuits on both Frame and ATM platforms and Fiber Optic Services on Cisco Platform for 10M, 100M and 1G circuits. Coordinating complex repair requests and services between customers, venders and field technicians to assure excellent customer relations. Responsible for auditing and revising trouble ticket maintenance reports to insure data center meets MTTR objectives. Also delegated to monitor alarm alerts using NFM Alarm System.


• Head of team to establish and publish M&P’s for Repeat trouble ticket investigations 8/2002

• Chosen to participate in tech Summit meet #1 and #2 to implement M&P’s for Frame Relay trouble shooting techniques in Washington, DC 1/2003 and New York, NY 3/2003

• Actively participated in VREPAIR Application CO-OP testing in Silver Springs, MD 4/2003. This involved running IST test scripts to identify defects prior to due date completion of trouble ticketing system. Also participated in User Acceptance Team prior to going live.

• Nominated and trained to be site Ergonomic Champion observing and correcting employee’s work habits and adjust work station setups.

GTE Data Services/ICCW 09/91-8/98

Thousand Oaks, CA 91362

Employee verification 1-800-***-**** company code 10303

Position: Mini and Senior Computer Operator

Duties: Managed GTEDS and vendor applications on mini & mainframe (PRIME 1, CNAS, E911, TANDEM, AVANTE-GUARDE). This would include daily tape rotations for backups also maintaining

tape library inventory. Operated and maintained Siemens 3800 & Bull PSSIII

laser printers for customer billing statement cycles and company reports


• Successful merger of GTE/Contel implementing and preparing procedure manuals for billing statements and company reports


AAA Institute course: Project Management Professional

Canoga Park, CA 91303 Completion certificate obtained

AAA Institute course: CCNA / CCNA Voice Cisco Networking Level 2

Canoga Park, CA 91303 Completion certificate obtained

New Horizons course: Comp TIA Linux & Linux Red Hat Admin 1/ Admin II

Burbank, CA 91502 Red Hat Command Line Skills Completion Certs obtained

United States Navy // Honorable Discharge Petty Officer RM3 Rank: Radioman

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