Customer Service Manager

J.R. Bobila *** Crossbow Lane, Gaithersburg, MD **878 301-***-**** ********@*****.***

Summary

Experienced and motivated Voice & Network Engineering professional with more than 15 years experience in

advanced networking in the government industry.

Security Level – TS/SCI

Technical Skills & Working Knowledge

15 years experience implementing, managing and troubleshooting secured networks

Provided onsite and remote technical support to analysts and end-user/customer

Assisted analysts with network design and architecture for existing and new projects

Developed and maintained documentation for various installations and procedures

Program and monitor network through SNMPc software

Proficient with Microsoft Windows XP and 7 Professional, Windows 2000, Microsoft Office 2003+

Operate CISCO Meeting Time Conference Manager for daily operations and establishing conferences

Operate CISCO Call Manager/ Unity Software, CISCO VOIP 7960 series phones, and PBX system, CISCO

2800 series, Mitel 2000 systems

Operate Secure Terminal Equipment (STE), Software upgrades

Certifications

CompTIA Network+ 2010

Security+ 2011

Professional Experience

Network Operations Center (NOC) Engineer

Verizon Federal Network Systems, Arlington, Virginia, June 2011 – September 31, 2013

Trained new and mentored personnel in the proactive monitoring of classified and unclassified networks and

platforms in order to identify potential problems via Solarwinds-Orion Network Performance Monitor and associated

software

Investigated system alarms, assess conditions, and performed appropriate corrective measures to ensure

uninterrupted availability to clients via demand or scheduled maintenance

Documented in-house and customer-reported unscheduled network outages and tracked corrective actions

Interacted with Customer Service and Network Management Centers, Verizon Business Operations Groups,

LECS, Account Teams and Customers to facilitate isolation and repair of faults in the network within

established baseline objectives

Maintained Master Shift Log of daily operations and shift change briefs; prepared daily status reports for

executive level briefings

Coordinated and/or implemented emergency restoration activities in outage situations; advised personnel of

network failures or degradation, and assisted in arranging for corrective action plans

Network Analyst

Verizon Federal Network Systems, Arlington, Virginia, December 2003 - June 2011

Expert level knowledge of LAN and WAN concepts, layers 1 through 3

Troubleshoot network issues related to TCP/ IP and DNS, work on hardware and software levels to help

troubleshoot network issues

Assists in installation, configuration, upgrading, maintaining and support of network equipment and software

Maintains, analyzes, troubleshoots sets up, and configures all active Network switches, Cisco 3750s,

4500s,2950s, 3550, 3650,

Plan, design, analyze, and give technical support for data communications networks

Resolved complex customer issues through data gathering, isolation and problem analysis

Reviewed, plans and implements customer initiated change requests

Supported product development activities through assessing technical feasibility of marketing and engineeri ng

requirements and identifying key business process needs, tools/systems enhancements, and training

requirements

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J.R. Bobila 112 Crossbow Lane, Gaithersburg, MD 20878 301-***-**** ********@*****.***

Network Operating Center (NOC) Technician

Verizon Federal Network Systems, Arlington, Virginia, April 2003 – June 2003

Voice Installer

Verizon Federal Network Systems, Arlington, Virginia, December 1999 - April 2003

Telecom Admin @ Department of Energy, Germantown, MD

McFadden & Associates, Inc., Silver Spring, Maryland, June 1997 – December 1999

Customer Service Rep

First National Bank of MD, Bethesda, Maryland, June 1992 – June 1997

References Available Upon Request

Contact this candidate