Manager Service

Gerald Monks

**** ***** ** ******, ** *****

phone: 815-***-****

email: ********@*****.***

www.linkedin.com/pub/gerald-monks/29/3b0/37b/

CERTIFICATIONS / TECHNICAL PROFICIENCIES

Certifications: ITIL Foundations Version 3. CCNA, MCITP Server 2008 r2, Active Directory and Network

Infrastr (in process) Exchange Server 2010 (in process) CCNA Voice (in process).

Networking: FTTN, OSP/ISP, HIS, IP Networking, F1 to F3 cable pair distribution TCP/IP, Ethernet,

MPLS, ATM, DWDM, ROADM Ethernet, DACS, Bonded MPLS, SONET Transport, DMS250, DSC

DEX 600E carrier switches. Cisco CME, SS7, VLANS, SIP Messaging, VOIP Cisco Contact Center,

ISDN PRI and BRI

Tools: VRepair, F&E, Visio, SCANR, VEC, Solaris, ITSS, CMS/Remedy, LSBBT, Packet Tracer,

CATS,PUTTY, Fireberd 500 Protocol Analyzer, Splunk reporting, HP Service Manager 9.3, TRAC

reporting, TIRKS, SOTS, TracIT,

PROFESSIONAL EXPERIENCE

Technical Analyst, infrastructure Coord. Teksystems 2013 - 2014

• Facilitate meetings and project coordination activities within the Testing/Release phase of

the ITIL framework .

• Project coordinated jeopardy assignments and analyzed reports and incident records to

put release activities back on schedule.

• Managed SME’s to resolve jeopardies to QA testing milestones.

• Provided reports and meeting minutes for projects that were assigned to me.

• Tracked Incidents and Change management activities for State Farm on HP Service

Manager 9.3.

AT&T - Lisle, IL. 2011 – 2012

Premises Technician

• I provided face to face professional service to customers.

• Supported IP services such as VOIP, Wireless Internet Access, DSLAM testing, and IPTV.

• Performed line conditioning testing, copper fault isolation, and CPE configuration activities,

wireless configuration and Service tools GCAS, JDSU.

• Utility vehicle safety training, pole climbing, and outside plant testing and wiring safety and

placement.

• Performed cabling to residences and businesses in the form of 75 Ohm Coax, Ethernet, RJ11,

RJ45. Terminated on 110 block interfaces, 66-Block interfaces, and RJ48X blocks for Extended

T1 interfaces.

Verizon Business - Downers Grove, IL. 1983 - 2010

Technical Performance Manager/Post Sale Engineer

• Provided technical performance activities to assigned client base for network services of

Multiprotocol Label Switching (MPLS), Frame Relay, IP / VPN, IP security managed and non-

managed.

• Incident, Problem, and Change management activities for client base

• Knowledge of protocols; RIPv2, OSPF,EIGRP, BGP and PPP.

• As a field technician I supported Metro Local (5ESS Switching Translations) and Synchronous

Optical Networking (SONET), Dense Wavelength Division Multiplexing (DWDM). Provisioned

Data and Voice services, Metro Data Ethernet, E911, LNP, and ISDN PRI services.

• Performed facility management duties in small hub locations.

• Designed longhaul and backhaul facilities for network redundancy and optimization.

EDUCATION

Microtrain - Lombard, IL. 2012 - 2013

MCITP Server 2008, MCITP Windows 7, Microsoft Exchange 2010, ITIL v3 CCNA, CCNA VOICE

Colorado Technical University, Denver, Co (Online) 2004 – 2006

Management Information Systems - Bachelors in process

NIT ( Everest College) - Southfield, MI. 1981 - 1983

Associates Degree Electronics and Engineering

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