Customer Service Field
Resume:
MARY E. KNAB-ANGAROLA *** Westridge Place N
Phoenixville, PA 19460
Email: ******@*******.***
Completed: Cisco Introduction to Networks – Grade A RACC 1/24/2018
Completed: Cisco Routers and Switches RACC
Associate Degree in Computer Science – CCP 5/1998
Part-Time 10\2018 to 07/2017
Ross Stores Exton Pa
Retail, stockroom, salesfloor.
Short Term Projects 6/21/2019-6/22/2019
Verigent LLC – worked with WWT On PBGC cutover and migration of service using cisco equipment.
Short Term Projects 6/27/2919-7/3/2019
A3 Solutions- worked with WWT on City Hall Deployment/migration.
Windows 7 and Windows 10 support
Imaging and image recovery
Perform installs, moves, adds and changes.
Assist Corporate Desk Side Support technicians with large IMAC’s.
Documents, maintains, upgrades or replaces hardware and software systems.
Supports and maintains user account information including rights, security and systems groups.
Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed.
Determines and recommends which products or services best fit the customers' needs.
Additional skills MS office suite: Word, Excel and Outlook. Metasolv 6 task driven software for telecom. Siebel Systems CRM used by our Sales department (contains review and equipment cost for customer needs). Visio diagrams, MS Project and Remedy(repair system ticketing).
Professional Profile
Over 25 years of performance and quality improvement leveraging a strong technical and business background in operations and manufacturing with a particular expertise in:
Knowledge of various access methods(Fiber,EoHFC,and Type 2).
Knowledge of Cisco routers and switches.
knowledge of TCP/IP, DNS, DHCP, Layer 3 network routing protocols such as OSPF and BGP.
Experience working with Ethernet packet analyzers/sniffers such as Wireshark.
Knowledge of optical equipment and characteristics such as CWDM, DWDM, single mode, multi-mode, SFPs GBICs etc.
Professional Experience
XO Communication Circuit Design / 2004-2017
Responsible for the design of business circuits for our customers using metasolv.
Circuit ranging from 10gig down to dso. VOIP MPLS IPVPN, DIA, FLEX, PRI BBL etc.
Design internal transport expanding network.
Keep network documentation up to date.
Troubleshoot that may come up in my area of responsibility.
Order third party tails utilizing gui, or other system depending on vendor,area and cost.
XO Communications Project Management / 2000-2004
Help to evaluate and implement processes to ensure that best practices are being followed with respect to network circuit procurement, provisioning, TTU, switchover, and facilitation. Assist the team to help drive for cost reductions by supporting operational aspects of invoice centralization such as bulk MACDs, RFPs, RFIs.
Implementing, maintaining and recommending processes to improve the overall intake and support of the Global Network Services team.
Ensuring there is a proper hand-off from installation to operations and provide oversight for ongoing maintenance of newly integrated systems.
Working to expand the team's visibility to order fulfillment and cost.
Work with senior staff to document and update internal records and documentation.
Lend support in creating and preparing reports for senior staff to demonstrate to management how processes can be altered and expected results from those changes.
Make sure that clients’ needs are met as projects evolve.
Managed 250 project accounts.
Nextlink I/R Field Service Technician / 1998-2000
Perform installation of service to XO customers and the repair of existing customer service.
Perform general maintenance on customer premise equipment and associated central office/co-location equipment.
Secondary responsibilities of performing Central Office work or outside plant work on an as-needed manner.
Allegheny Health and Research Telecommunication Technical/Analyst / 1996-1998
Repair and maintenance of the hospital’s telephone equipment, which included Lucent Technologies Definity G-2 and G-3 switches.
Installation of telephone lines.
Programming of the switch along with voicemail administration of Octel and Audix systems.
Project Coordinator for switch redirect initiatives.
Analyzed and submitted proposals for various upgrades to telecommunications department.
Allegheny Health and Research Telecommunication Operator/Technician / 1991-1996
In addition to the administration of a trama level hospital’s policy and procedures, I ran the Telecommunications Department during the overnight shift, encompassing three campuses. I requested and received technical training while working towards my electronics degree.
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