Desktop Support Customer

Winfield May

**** *. ***** **.

Chandler, AZ ****6

Cell Phone 480-***-****

E-Mail: ********.***@*****.***

Total Years IT Experience 20Years

Desktop Support 20 Years

Salesforce 5 Years

Remedy 5 Years

Meta Switch / VoIP / SIP 7 Years

DMS 500 Switch 7 Years

5E Switch 3 Years

5500 Titan DACs / 532L DACs / 2820 MUXs 7 Years

TCP/IP Support 10 Years

Cisco 12K/10K/7600/7200/2500/2600/1800/ect Routers 11 Years

Cisco Layer 2 and Layer3 Switches 11 Years

Adtran 9XX / 6XX 11 Years

Adtran NetVanta 4305 / 3205 11 Years

Juniper and Alcatel “ESP” Router/Layer2/Layer3 Switches 4 Years

DS3 / DS1 / DS0 11 Years

Ethernet / Fiber 11 Years

DSL / Bonded DSL 11 Years

CCNA Certified

CCNP IP/Routing

SUMMARY: I have over 10+ years of experience working activations/provisioning side and 12+ years repair side working with Ethernet / Fiber / IP / Voice services including VoIP. This includes fixing design issues / working with customer and there PBX vendors during activation of new services or modifying there existing service. Reading and following circuit design requirements I would build the customers service in the aggregate routers including voice service TDM/VoIP/SIP within the correct DMS/5E/Soft Switch “VoIP” SIP. Would schedule activation times with the customer and Field Tech and once Activation was successfully completed would make the necessary Porting of customers TN’s resolve any issues that the customer may have.

HARDWARE: Cisco routers including some of your larger 12K’s and 10K’s to 7600’s and 1800 series. ADTRAN 900 and 600 series and ADTAN Netvanta 3200’s to 4300’s, Alcatel, Juniper. Comtrend ADSL routers, T-Berd.

SOFTWARE: ICC, MetaSolv Solution “MSS/TBS”, Cemer “Qwest”, Trouble Ticket Management, Opsconsole, EON, Remedy, SOA, Salesforce.

EDUCATION: Associates Degree Collin County Community College

CERTIFICATION: CCNA Certified, CCNP IP Routing

EXPERIENCE:

2015 – 2017 IP Activations Tech III Level 3 Communications

Provision customers onto our existing Level 3 network. Provision Ethernet, DS3, DS1, DS0, DSL, MPLS, VPN services. Test and work with customer PBX Tech or LEC on turning up customer or troubleshooting any Ethernet/DS3/DS1/DSL/RVA issues. Also work with the customers Network Engineer to Troubleshoot any BGP, OSPF, EIGRP, RIPv2, Routing issues that may occur during the activation of customers services. Work with FST’s on the installation of CPE at customer site and troubleshoot any issues that arise.

2011 – 2015 Managed services TSC Tech II Level 3 Communications/Globalcrossing

Provided exception customer service assist in troubleshooting customer network issues in a NOC environment. Open trouble tickets for the customer as needed and pull current cases from the queue and work with the customer on getting the trouble resolved. Majority of issues that I work are BGP/OSPF/EIGRP/Routing issues, Latency issues, DNS issues, MACD cases, Ethernet/DS3/DS1/DSL/RVA down issues. Worked together with the local carrier to get circuits repaired in a timely manner. Assisted in activations as needed and be a source for other Tech’s or departments to come to with questions.

I spent time in the group as a Team Lead for tech’s and customers to come to when assistance is needed to escalate and push the repair proses along if necessary. As the Lead I would work through the queue and get customers the help needed and to get escalated cases out to the needed tech’s.

2006 -- 2011 SAT Install / Repair III Integra Telecom / Eschelon Telecom / MTI

Worked with IP Engineers on migrating customer off end of life equipment. Was responsible for creating scripts and completing the migration of customers from routers and Dac’s over to updated Edge equipment as the network grew.

Provision new customers and upgrade or make changes to customer services. Open trouble tickets and trouble shoot data, voice, Ethernet, Fiber,DS3,DS1’s, and DS0 issues. Resolve routing issues. Test and turn up Ethernet, Fiber, DS3’s, and T1’s. Open trouble tickets with LEC’s. Port TN’s and build subscriptions to move TN’s. Work hand-n-hand with FST’s and PBX tech’s to work installs and repair issues.

Contact this candidate