Manager Quality Assurance

Brett Austin

**** ******, ***** ****, ******** **101

Home: 313-***-**** Cell: 313-***-****

***********@*****.***

Telecom/ Data Network professional with an outstanding 20+ years of industry experience as a technician and manager.

Summary

Highly accomplished, dedicated and disciplined telecom and data network professional seeking to contribute and grow with a dynamic, progressive, and innovative company. Recognized as a team player and performer, able to troubleshoot effectively and efficiently to resolve issues and meet and achieve goals and objectives.

Core Strengths

• Express superb leadership, supervisory and interpersonal communication techniques and coaching skills.

• Telephone and IP switch operation, programming, wiring, design and planning, installation and costing, outside plant requirements, voice, data and video networking.

• Networking Topologies.

• Diagnose/ Troubleshoot Problems.

• Project Management.

• Process Control/ Improvement.

Training & Certifications

Artasoft, NEC, Toshiba, Vodavi, Teleco, Avaya IP, Nortel, Lucent EMS soft switch’s, DMS Translations, Sonus product management, Juniper, Cisco, Huawei and Fortigate products. MS XP Pro, MS server 2003, Windows 7, and MS Office 2010 (Includes: Outlook, Excel, Access, Power Point and Visio)

Experience

Level 3 Communications - Southfield, Michigan April 2007 to September 2013

Global Change Management Team Lead

• Coordinate and manage large-scale moves, changes and projects.

• First level escalation regards to maintenance.

• Managed maintenance requests from internal and external sources to ensure data accuracy.

• Perform in-depth analysis to determine the effect of planned maintenance on network traffic and other planned maintenance.

• Work with global teams and LEC's to schedule and notify customers of maintenance.

• Troubleshoot services and resolve customer issues by establishing workarounds and alternative solutions globally.

• Assist supervisor with duties such as day-to-day work direction of less experienced staff, creation

& maintenance of shift schedules.

• Train new employees and mentor less experienced employees on network control policies and procedures.

• Perform test, acceptance and turn-up of new IP/ VPN, VOIP and Video service devices and hubs across a global network, while ensuring all established standards are meant.

• Managed technical data to provide reporting on activities to ensure proper workflow and productivity.

• Research issues to resolve complaints and answer inquiries and inform customers about issue resolution progress.

• Built and maintained successful relationships with service providers, vendors and internal personnel

Design and Solution Telecom - Wixom, Michigan March 2002 to April 2007

Operation Manager

• Supervision of employees on day to day office activities

• Directed and managed crews in designing, installation and servicing customers PBX, ACD, CTI, IVR, TDM and IP/ VOIP hardware, software and network equipment.

• Worked with vendors and LEC's on testing and troubleshooting of transmission facilities

(GIG-E, OC48, T3, T1, and DSO)

• Database and system administration for the company's network infrastructure ensuring 100% uptime, providing troubleshooting assistance with networks, web services and mail services.

• Coordinated installation of software systems and collaborated on the design and implementation of new features.

• Maintained and managed customers network environment including troubleshooting, filing and archiving.

• Assisted sales force in programming customer requirements, developed project plans, establishing resources and timelines. Met with customer to communicate plans and set expectations and consistently met deadlines without incurring system downtime.

• Supervise and trained technical staff; aided staff to troubleshoot complex customer issues.

• Coordinated job sites, order parts, and managed inventory.

• Pulled and terminated horizontal station cables, including Cat3, Cat5, Cat6 and Riser Fiber Optic backbone cables.

• Conduct quality assurance testing, reviewed technical documentation and investigated issues down to component and card level.

• Built and maintained successful relationships with co-workers, service providers, dealers and customers.

Global Crossing - Southfield, Michigan January 2000 to March 2002

Global Change Management Team Lead

• Worked with the NOC (National Operation Center) to troubleshoot and manage customer alarms and issues.

• Provided technical support to 1st level Change Management coordinators

• Ensure proper scheduling of all maintenance with Zero conflict.

• Provide daily, weekly and monthly reporting on change Management activities.

• Assist 1st level coordinators with daily activities as required, to ensure network maintenances are scheduled and customer notification are issued within the minimum established time frame.

• Effectively communicate with team members to maintain clear defined expectations with resolving customer questions, issues and complaints.

Telephone Support Systems - Farmington Hills, Michigan February 1991 to January 2000

Service Manager

• Directed and managed a crew of 7 with organizing and planning of installations, programming, upgrading and servicing customers PBX, Voice Mail and networking systems.

• Coordinate with local exchange carriers, to install and test POTs and data lines into customer perm.

• Scheduling and routing of day to day service and installation activities.

• Manage employee task manager system for day to day operations to ensure time management.

• Installation and termination of horizontal station cables, including Cat3, Cat5 and backbone riser cables.

Education

Schoolcraft College - Livonia, Michigan

Communication

Churchill HS – Livonia, Michigan

Diploma

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