Customer Service Engineer

RAMON ORTIZ

**** *. *** *******, ***.**

Olathe, KS 66061

TEL: 913-***-****

Email: **********@*******.***

OBJECTIVE: TELECOM SWITCH TECHNICIAN

As a highly trained Telecom Switch Engineer, my job is to have an immediate and positive impact on my

client’s daily switch and central office operations. With a background in Nortel, Lucent and Ericsson

switches, as well Wireline and Wireless network applications, I can have an immediate impact on a

customer’s network. Work experience in switch installation, integration, software testing and network

implementation, switch maintenance and management of daily central office functions. My daily task is to

assist the client in the best professional attitude for the enhancement of their overall Network’s operations

and objectives at hand.

SYNOPSIS: US Navy training in Electronics & Radio Frequency Communications: LF/HF/VHF/UHF

Transceivers/Receivers/Transmitters, as well as shipboard Air Search Radar.

Experience in SS7 network link configurations, messaging, network applications, hardware maintenance,

testing and network integration on PSTN networks.

Experience in ISDN PRI testing, messaging, implementation and fault analysis.

Analysis of operational measurements for optimal traffic, operational & network performance.

Switch database & translations administration: Call processing, traffic routing & partitioning of customers,

billing data analysis using Bellcore industry standards and switch billing data.

Cellular RF radio experience in: PCS/GSM/CDMA/TDMA applications.

Cellular switch experience on: Nortel MTX/GSM, Lucent 5ESS and Ericsson AXE switches.

BSC/BSS maintenance & transmission testing (NORTEL/ERICSSON) cell sites.

Expertise on translations for Nortel switches.

Transmission testing experience: DS0/DS1/DS3/DACS/MULTIPLEXER and transport networks

and circuits.

EXPERIENCE:

AUG 2012 BUSINESS ANALYST COORDINATOR II, ERICSSON, OVERLAND PARK, KS

NOV 2013 Performed E911 wireless network Phase 2 system and drive testing. Performed E911 system test

calls to validate Ericsson NV, Lucent 5ESS and Nortel MTX-100 switches’ database and T1

certification. Analyzed position determining equipment data for 911 test call data success.

Researched project orders for cell site migrations, additions and re-homes, PSAP ESN updates and

default number routing. Worked with LEC’s and PSAP’s to resolved selective router E911 call

termination problems. Worked with INTRADO ALI database provider to resolution to E911 Phase 2

call failure issues. Worked with E911 Translations Tier II group to validate, prepare, analyze and

complete E 911switch database configurations and complete E911 system testing. Worked with

Facilities management to report and resolve Sprint to LEC T1/DS0 interconnection failures.

Updated E911 Work Flow ordering system with E911 test call results and validate PSAP

configuration requirements for Phase 2. Used SS7 message analyzer to validate switch, Position

Determining Equipment, Location Finding Controller and LEC messaging exchanges.

OCT 2008 SWITCH FAULT MANAGEMENT TECH, Nokia Siemens Network, New Century, KS

DEC 2011 Provided switch technical support to the EMBARQ & CENTURYLINK telephone networks.

Handled network switching trouble tickets & alarms and generated switch outage reports.

Responded to ACD call queue customer reported troubles, handled switch troubles via ticketing

system and assisted intra-company departments with trouble shooting techniques to provide fault

resolution. Provided SS7 Q.764 & ISDN Q.931 fault analysis for customer reported troubles.

Provided telephone remote technical support to field technician on Nortel C2P, DMS-100, DMS-10,

Lucent 5ESS switches and various Digital Loop Carriers (UMC1000, DISC*S). Processed network

switch trouble tickets, translations issues and network outage reports and reported software &

hardware switch faults to the switch vendors. Worked with ILEC/LEC/CLEC/IXC/ISP’s on

reported transport, call completion, SS7 network and facility circuit faults. Work with IT group on

VoIP switch support and fault analysis. Supported customer reported faults on their PRI trunk

groups that were connected to their Cisco router/switch or PBX systems.

Responded to E911 PSAP reported call routing and call transfer troubles, circuit failure,

worked with PSAP’s vendor support and provided real time emergency ring down circuit

setup. Worked with Transport NOC on severe outages, FCC outage reports & customer

critical reported circuit faults.

NOC Switch Technical Assistance Engineer, EMBARQ, New Century, KS

NOV 2006

OCT 2008 Provided switch technical support on Nortel DMS-100, DMS-10 and DMS C2P switches to field

technicians and various intra company customer service departments.

Responded to ACD call queue customer reported troubles, handled switch troubles via

ticketing system and assisted intra-company departments with trouble shooting techniques

to provide fault resolution. Performed Nortel DMS-100 and C2P switch and sub-system software upgrade

preparations.

NOC Switch Technical Assistance Engineer, SPRINT LTD, New Century, KS

NOV 2004

OCT 2006 To provide technical support on Nortel DMS-100, DMS-10 and C2P switches to field

technicians and various intra company customer service departments.

Responded to ACD call queue customer reported troubles, handled switch troubles via

ticketing system and assisted intra-company departments with trouble shooting techniques

to provide fault resolution. Performed Nortel BCS software & hardware upgrade preparations.

MAR 2003 DMS-100 Sr. Network Translations Engineer, Sprint LTD, New Century, KS

NOV 2004 Performed translations additions, changes and builds on DMS-100 switches in the Sprint

local telephone network using automated database application system (PSP).

Provided technical support to other departments on DMS-100 switches, database and hardware problems.

Provided CENTREX switch database support, assisted Service Provisioning with customer line configurations,

feature functions and reported faults.

NOC Switch Technical Support Technician, Sprint LTD, New Century, KS

JUL 2002

NOV 2002 Performed technical support, in a contractor capacity, for NOC West on DMS-100’s and DMS-10

and Pair Gain systems in the SPRINT LTD network. Provided telephone support on switch

hardware faults, line testing, database translations, DS-1’s, remote subscriber systems and other

vendor remote terminal equipment. Work with switch Surveillance on trouble ticket reporting in

order dispatch field technicians on reported troubles.

NORTEL EUROPEAN CONTRACT ASSIGNMENTS:

JAN 2001 DMS-100 Data Build Specialist, World Com, Madrid, Spain

MAR 2001 Performed translation adds/changes of new customers to DMS-100 switch. Performed billing and traffic

analysis, using OM data from DMS-100 switches. Worked with on-site technicians to evaluate daily switch

traffic problems.

SEPT 2000 GSM-100 Maintenance Tech., BLU Tel, Naples Italy

DEC 2000 Performed daily maintenance on two MSC & HLR switches. This GSM switch had an XA-Core & Shared

Memory front end. Analyzed operational measurements for traffic performance and BSS performance,

defective card replacement procedures, provided database support for clients’ translations group and created

daily procedures for on-site technicians.

JUNE 2000 DMS-100 Maintenance Tech., World Com, Madrid, Spain

SEPT 2000 Supported clients’ Pre-In Service Test with PSTN via translations modifications and PRI

& SS7 link testing. Performed daily switch maintenance, DS-1 testing & turn up,

SS7 link adds & testing, analyzed daily switch OM reports for switch traffic performance.

testing. Performed daily switch maintenance, DS-1 test and turn up.

MAY 2000 DMS-100 On-Site Support Engineer, MATRA Nortel, Paris, France

JUN 2000 Provided on-site support for Nortel customer, Kertel. Applied patches to the customer’s

network of 18 DMS-100E switches. Performed daily maintenance checks and assisted

on-site technicians with troubleshooting procedures.

MAR 2000 V.O. Test Engineer Nortel, AXS, Madrid, Spain

Performed on site customer database engineering & support of customers’ DMS-100E

APR 2000

GSP switch. Applied patches, inventoried switch & provided technical assistance to

the customer for Pre-In Service testing with PSTN.

JULY 1999 GSP-100 Switch Maintenance Technician, Carrier 1, Berlin, Germany

MAR 2000 Performed daily maintenance, tested and turned up E-1’s, PRI and CCS7links; verified

database configuration for new customers, performed defective card replacement

procedures; performed hardware upgrades and supervised all installation activity for the

central office.

MTX-100 SWITCH CONSULTANT, BELL SOUTH & BCP TELECOM

OCT 1998 DMS Mobile Switch Technical Advisor, BCP Telecommunications, São Paulo, Brazil

FEB 1999 Reported directly to the Director of Switch Operations mobile switching network problems,

Quality of Service degradations, analysis of OM’s for switch and BSS traffic performance and

provided technical input to improve the clients’ network performance.

Provided technical support to switch technicians for: translations, Call Processing, BSS add/changes

& performance evaluation, error log troubleshooting, SS7 link implementation & maintenance.

Performed adds/changes to BSS’s using optimization & drive tests results. Implemented a work

order system, for switch optimization adds/changes, performed switch surveillance at the network

operation center and wrote switch technicians’ level requirements, wrote technical evaluation for

classification of the different technician levels and responded to all of the Director’s daily network

& switch performance questions & inquiries.

PSTN COMPANY POSITIONS

JUNE 1998 Director of Operations, I.B.S.A., Melbourne, FL

OCT 1998 In charge of switch operations using a Harris 20/20 PBX switch for international traffic.

MAY 1997 Director of Switch Operations, Melbourne International Comm. Ltd., Palm Bay, FL

JUNE 1998 In charge of switch operations, network provisioning and customer service. Maintained a DMS-

250/300 Toll/International Gateway switch.

Responsible for analysis of switch traffic to billing records usage,

Customer’s call completion ratio, least cost routing adds/changes, DS-1 traffic handling

efficiency, billing department traffic inquires, 800 number implementation and screening, DS-

1 billing analysis per usage, local loop/DS-1/DS-3 ordering, testing and implementation, cost

analysis of DS-1/DS-3’s under usage, national and international SS7 circuit test and turn up

and interfaced with CLEC’s and carrier providers for proactive performance test.

SEPT 1994 DMS-250 Network Engineer, WILTEL Communications, Elmhurst, IL

JAN 1994 Performed DMS-250 translations and network traffic routing modifications.

Provided on-site customer service technical support.

NOV 1990 DMS-250 Network Engineer, Puerto Rico Telecom Co., San Juan, PR

FEB 1992 Responsible for DMS-250 Supernode maintenance, DS-1 maintenance and

implementation of database and traffic routing translations and operator services.

NORTEL DIRECT CONTRACT:

MAR 1997 GSM-250 Maintenance Technician, Western Wireless, Denver, CO

APR 1997 Provided maintenance, translations and customer support as a sub-contractor for NORTEL on a GSM-250

switch for mobile traffic in the PCS market. Interfaced with Nortel TAC center to respond to all of the

customer’s questions and opening CSR’s, testing and closing of such. Provided translations support for the

HLR database and SIMS card implementation.

CELLULAR SWITCH CENTRAL OFFICE TECHNICIAN

SEPT 2001 GSM-250 Switch Specialist, Voice Stream Wireless, Indianapolis

SEPT 2001 Maintained MSC/HLR switch configuration with PE front end. Performed ONP pre-cutover XPM

loading and switch analysis. Assisted in new market integration & testing and monitored

BSS/BSC’s with Nortel’s OMC-R system.

OCT 1996 AXE-212 Maintenance Technician, A.T.&T. Wireless, Miami, FL

MAR 1997 Maintained an Ericsson AXE-212 switch. Performed DS-1 test and turn-up on

Lucent Technologies DACS system.

AUG 1995 AXE-212 Maintenance Technician, Cellular One, Detroit, MI

OCT 1995 Maintained Ericsson AXE-212 switch. Implemented database updates for cell sites.

Turned up and tested DS-1’s using the Tellabs Titan DACS system.

Aug 1994 DMS-100 Maintenance Technician, NEXTEL, White Plains, NY

OCT 1994 Provided maintenance, translations support on MSC & HLR systems. Performed DS-1 test and turn-

up using TELLABS Titan DACS system.

NORTEL'S CARIBBEAN AND LATIN AMERICA CONTRACTS :

APR 1996 DMS-100 Tester, NORTEL Colombia, Bogota, Colombia, S.A.

AUG 1996 Commissioned DMS-100’s and RLCM’s in Colombia, S.A.

MAY 1995 DMS-100 Tester, NORTEL C.A.L.A, Miami, FL

JUL 1995 Tested and performed hardware modifications on DMS-100’s in Guatemala, Colombia

and Barbados.

OCT 1994 DMS-100 Tester/Maintenance Technician, NORTEL, CALA, Miami, FL

FEB 1995 Provided maintenance, translations and training support for Telecom Colombia.

Commissioned RLCM’s in Puerto Rico.

FEB 1993 DMS-100 Installer/Tester, NORTEL C.A.L.A., San Juan, PR

SEPT 1993 Installed DMS-100 RSC’s, RLCM’S and performed upgrades to DMS-100’s. Performed

acceptance tests on RSC’s, RLCM’s and DMS-100’s in Puerto Rico Telephone central offices.

TECHNICAL SUPPORT POSITION:

NOV 1995 DMS Test Engineer, American & International Tel., Lakeland, FL

APR 1996 Engineered, tested and evaluated recovered DMS-100/250/300 systems for customer

approval and delivery.

SEPT 1981 Technical Support Specialist III, TRW Vidar, Mountain View, CA

MAR 1983 Provided customer technical support for Class 4/5 digital switches. Installed and tested Class 4/5

switches in CO’s. Performed database and software code changes using C computer language.

Attended principles of Telephony courses and D4 channel bank and DS-1 transmission courses.

TRANSMISSION TESTING, NYC:

FEB 1994 Transmission Test Technician, SP Communications, NYC, NY

JUL 1994 Turned-up and Tested DS-0/1/3’s. Performed updates to Tellabs DACCS system.

Performed troubleshooting on DS-0/1/3’s.

TEST CASE TECHNICAL WRITING:

MAY 92 Applications Engineer, BNR, Ottawa, ONT, CAN

SEPT 92 Wrote DMS-300 CCS7 interworking test cases for Bell Northern Research.

NORTEL DMS SWITCH EXPERIENCE & SS7 Training Sprint Comm.

FEB 1985 Network Engineer II, US Sprint Communications, Burlingame, CA

NOV 1990 Performed hardware acceptance testing of DMS-250’s. Performed database and translations

verifications for billing purposes.

Pre-Cutover load testing of 32k trunk switches.

Final acceptance testing, clock synchronization evaluation and billing verification.

Trunk testing on FG-A/B/D & IMT’s from the switch to Telco.

BCS-21 to BCS-31 Load Validation and Implementation.

Lab testing of BCS loads from software errors. PM load implementation, verification and

implementation performed.

BCS load implementation procedures.. On-site BCS and PM load preparation and application

performed.

Signaling System #7 Validation and Network Testing.

Performed hardware installation and testing of DSC SS7 STP. Assisted in CCS7

network integration testing. Attended NORTEL CCS7 translation courses for

LPP and ISDN applications. Assisted in DSC-STP load application and implementation testing.

ISDN Switch Validation and Testing

Performed DMS-250 ISDN switch acceptance testing. Integrated DMS-250 ISDN

switches to the SS7 network. Performed ISDN interworking tests with the

SS7 network. Attended NORTEL ISDN PRA and BRA training courses.

DMS-300 International Gateway Switch BCS-30 Load Testing

Assisted in BCS-30 load validation, testing and application to the network. Performed

BCS-30 patch testing. Performed integration testing with the PSTN.

COMPUTER INDUSTRY TECHNICIAN:

FEB 1981 Semiconductor Test Technician, Fairchild Semiconductor, San Jose, CA

SEPT 1981 Performed circuit board and semiconductor testing for VLR systems.

SEPT 1979 Maintenance Test Technician II, Digital Equipment Corp., Westboro, MA

DEC 1980 Performed maintenance and testing on semiconductor test equipment.

RF/VOICE/DATA/RADAR COMMUNICATION & ELECTRONICS TRAINING:

US NAVY

SEPT 1973 Electronics Communication Technician, US Navy, San Francisco, CA

SEPT 1979 Provided shipboard support and maintenance for radio frequency communications equipment.

Maintained shipboard SPS-29 Air Search Radar. Held Top secret clearance for cryptographic

communications equipment. Attended and completed 58 week Electronic A & C schools.

Attended various Communications C schools: on satellite communications, data communications

and air search radar systems.

Received an Honorable Discharge for 6 years Active Duty service.

EDUCATION:

US Navy Electronics A & C Schools, San Francisco, CA (24 months)

Graduated RF Communications A & C Schools

(LF, VH, VHF, UHF) Transceivers, Receivers, Transmitters

Graduated Basic & Advanced Electronics A & C schools

Cryptographic communications, US Navy C school

Air Search Radar SPS-29 course

Shipboard Satellite Receiver Communications courses

Basic & Advanced Electronics A & C schools

De Anza Community College, Cupertino, CA

*completed Business Management core classes

NORTEL Training courses

5 week DMS-250 SWITCH Maintenance course (Certificate received)

DMS-250 Translations I & II courses

ISDN PRA & BRA courses

SS7 Translations and hardware courses

DMS-500 Translations training

NORTEL C2P Switch training

Other training:

UNIX Computer based training for semiconductor test equipment

DMS-100 On-the-job Maintenance & translations experience

DMS-250 On-the-job Maintenance & translations experience

DMS-300 On-the-job Maintenance & translations experience

GSM-100 On-the-job Maintenance & translations experience

MTX-100 On-the-job Maintenance & translations experience

GSM-250 On-the-job Maintenance & translations experience

Ericsson AXE-210 & AXE-212 On-the-job Maintenance experience

Wireless/Cellular switch & cell site on the job maintenance experience:

AT&T Wireless, Cellular One, Windstream Wireless, Western Wireless, Ericsson, BCP Telecom

Nortel 911 Translations On-the-job System testing, Translations and Network Vision switch support.

Graduated Pacific High School, San Bernardino, CA

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