Customer Service Technical Support

Professional Summary

Previously working for Xerox in Customer

Service.

Worked for AT&T routing

and terminating fiber.

Maintained C.O. for Cannon AFB, completing all

orders, in timely manner.

Documented and resolved Network Issues at a NOC for

Windstream Inc.

Customer support at Nortel for

DMS Landline, Centrex and Wireless products.

Technical Skills

. Software - MS PROJECT, WORD, EXCEL ACCESS, POWER

POINT

. Wrote and executed test cases and procedures

. Languages - C++, Protel, Pascal

. Operating Systems - DMS, Unix

. Databases - Maintained Office Assignments at

Cannon AFB in ACCESS

. Hardware - Nortel SPM, ENET. XCORE, XPMs

. Technical Support Prime for CML ECS-1000 Enhanced

911 Call Router

. Completed installation, testing, and

verification of new facilities

. Scheduled Installation of ISDN and PRI

assignments with vendors

. Using Remedy Updated and closed all issues in

timely maner

Professional Experience

. Received Award in for 100% achievement in

Customer Service,

. Answering Calls for Humana in Customer Service

. Opening tickets and resolving questions in

Pharmacy Dept.

. Assisting members of Humana with medication

insurance benefits..

. Review and Plan route for fiber run in apartment

complex

. Drill and mark holes between floors for fiber

route.

. Run mule tape to all adjoining apartments for

fiber run.

. Feed and pull fiber to all apartments identified

in planned fiber route.

. Mark and terminate all fibers in apartments from

incoming dmarc.

. Completed all moves, add and changes assignments

for Cannon AFB

. Monitor and Maintained the Nortel XACore and

associated peripherals

. Maintained records of XConnects for MDF on

Microsoft Access

. Generate and Submit Daily, Weekly and Monthly

Maintenance Reports

. Designed, Ordered, Installed, Tested and Cutover

4 new T1s to Carrier.

. Maintained Voice Mail System,

. Monitor Windstream network alarms; send out

Tickets on any fault.

. Provide technical assistance to personnel to

clear alarms, close ticket

. Analyze Call Traps and Swerrs and refer issues to

Nortel as appropriate

. Provide resolution of ISDN, and PRI issues on

DTCIs and SPMs

. Technical Support Prime for CML ECS-1000 Enhanced

911 Call Router

. Technical Support for DMS 500 AT&T

. Emergency Support on the DMS 500 for AT&T..

. Mentor for all AT&T personnel

. Award of Merit from Director for off-shift

support and resolutions

. Developed and executed wireless test cases for

MTX

. Maintained MTX Lab, loaded Radios, configured

cells for test groups

. Worked with engineering in verification of Equal

Access for MTX.

. Wrote and execute test cases and procedures for

new products.

. Technical support on SuperNode, NT40, IOC, JNET

and ENET

. Assigned in England isolating and resolving

network faults on DMS 200

. Assisted ETAS account team when needed.

. Technical support for DTC's, DTCI's LTC's RCC's,

RCC2's LCM's

. Assignment in Japan for conversion of DMS 250 to

DMS 200

. Mentor for lesser-experienced members of XPM

group

. Technical support on DMS-100/200 for Pacific Bell

and Contel Networks

. Interfaced with ETAS and Pacific Bell network

operations center

. Mentor for Contel personnel.

. Pre-in-service review and certification of new

DMS 250 installations

. Developed and trained GTE on DMS 250. Assisted

when needed

. Reported progress and office readiness on a

weekly basis.

Certifications and Training

. CML ECS-1000 Enhanced 911 Call Router

. DMS 500 Advanced Hardware Support DMS 500

Troubleshooting

. DMS XPM Advanced Software Support DMS UE9000

. DMS XPM Hardware Support DMS SPM

. DMS 500 Translations DMS Spectrum ISDN PRI

. DMS CCS7 Protocol Analysis 2 Years of C+ +

. DMS SDM Installation, Hardware Support

. MS Project, Word, Excel, Access and Power

Point

. Program development in Visual Basic

. Currently enrolled in CCNA training.at Wake

Tech.

Education

. Associate Electrical Engineering, Madison Area

Technical College.

Madison, Wisconsin.

Customer Service

Xerox / Humana

Cary, NC

9/2013 - 4/2014

$10.00 Hr.

Field service Technician

AT&T

Raleigh, NC

05/2013 - 8/2-13

$12.00 Hr.

C.O, Supervisor

AeroTech Services

Clovis, NM

01/2011 - 07/2012

$22.00 Hr.

Senior Network Analyst

ALLTEL / Windstream

Hudson, Ohio

12/2002 - 12/2011

$38.00 Hr.

Technical Support AT&T

Nortel Networks

Richardson, Texas

9/1998 - 12/2002

$35.00 Hr.

MTX (Wireless) Test Lab

Nortel Networks

Richardson, Texas

6/1996 - 9/1998

$31.00 Hr.

CPU Support Specialist

Nortel Networks

Raleigh, NC

6/1993 - 6/1996

$27.00 Hr.

XPM Support Specialist

Nortel Networks

Raleigh, NC

6/1989 - 6/1993

$24.00 Hr.

Regional Support Eng. Nortel Networks.

San Ramon Ca.

6/1986 - 6/1989

$21.00 Hr.

Regional Support Eng.

Nortel Networks

Chicago, Ill.

6/1982 - 6/1986

$18.00 HR.

Richard Dale Colby

1007 330-***-**** M

Winding Creek Road

Apex, North Carolina,

27502

Contact this candidate