DeMarcus Willis, MBA

acgf65@r.postjobfree.com C: 501-***-****

**** ***** **. ********, ******* 30213

Technology Management

Efficient with Fiber turnup and troubleshooting,, Atm switched and vlan

interface provisioning an troubleshooting, daily use of tracking

provisioning issues with Remedy. Communicates well with field technicians

and other Windstream team members. Proactively correcting records and

keeping customers in service. Effective trainer and interim lead promoting

consistant provisioning across the group. Point of contact for escalations.

Areas of Expertise

Bandwith Management - Networks & Systems - Technical Support - Routers,

Switches & Dslams

Broadband Connections - Troubleshooting - Static IP Assigning/Provisioning

- Trainer/ Interim Lead

Microsoft Office Suite Products

Professional Experience

Windstream Telecommunications - Little Rock, Arkansas 2008 to Present

Communications and technology company with operations in 29 states and

approximately $4B in annual revenues.

Network Analyst II Lead - Operational Support Engineering

Provide exceptional support of data network for service provider.

Provisioned Redback and Cisco routers, Cisco and Lucent ATM switches, and

varied DSLAMs in regards to broadband connections. Advanced knowledge of

data networking concepts, such as TCP/IP, routing, PPP, and Ethernet.

Gained familiarity with OSI seven layer internetworking model, network

topology, and IP addressing.

. Coordinated Newly employed contractors/employees on IT processes.

. Lead Anaylst for training and PC setup for new contractors/employees.

. Coordinated work schedules and involved in the interviewing process for

new contractors/employees.

. Communicated company standards and methods for provisioning to new

contractors/employees.

. Coordinated necessary desktop application request for

contractors/employees.

. Provided training for network provisioning and management.

. Routing and switching of Cisco devices.

. Experinced with VRF.

. Wireless network experience. IP subnetting and assigning with Accedian

software.

. Experinced with MPLS based WAN.

. Troublshot T1, T3, DS3

. Interaction with fiber technology and copper cabling.

. Direct contact with other Teclo NOCs, 3rd party network vendors to remedy

troubles.

. Monitor network devices for traffic and utilization.

. Maintain core network devices for Windstream Communications.

. Monitor network devices such as router and switches for LAN/WAN.

. Provided remote testing and troubleshooting for customer equipment.

. Create/Update/Maintain technical documentation.

. Participate in resolution of Problem Management.

. Schedule routine maintenance during maintenance window.

. Wrote Processes and procedures for Carrier Operations group.

. Remote testing with REACT, Accedian, Jumphost software/ other software,

telneting.

. Communicate with technicians for device deployement or troubleshooting

onsite.

. Management directed for daily escalations.

. Performed researching and troubleshooting of IT processes and dsl

connections.

. Provided reports and audits for management concerning newly employed

contractors.

. Resident trainer for Windstream employees on the Enterprise Remedy

Incident Console.

. Point of escalation for incidents of the Enterprise Remedy Incident

management Console.

. Assisted in Data Report creation and manipulation for customer reports.

. Monitored Cell Site back haul tower issues and coordinated technicians on

simplex/ outages.

. ITIL Foundation Certified.

Current Project

Enterprise Console Incident Management System Trainer/ Lead

Tasked with training of all employees within Carrier Operations Department

on the Incident Management System. Intricate part of a team to design,

configure, and deploy an Enterprise management system throughout the entire

company. Acts as a point of contact for escalations. Daily, continued

development of logical processes for employee use of the console. Created

reporting tools and documents for management use. Tested an troubleshot

feature creation/upgrades. Compiled/parsed data for corporate reporting.

Continued testing and reconfiguring of the system for efficiency and

specific group needs. Produce major incident report while addressing upper

management of investigation, workarounds and closure. Work with other NOC

teams to drive closure or followup a ction.

Department of Homeland Security - Little Rock, Arkansas 2008 to 2008

Cabinet department of US federal government with primary responsibilities

of protecting US and protectorates from and responding to terrorist

attacks, man-made accidents, and natural disasters.

Transportation Security Administration Officer

Enforced transportation security by screening passengers, baggage, and

cargo for domestic flights in adherence to occupational health and safety

guidelines. Reported incidents to superiors and ensured proper formatting

was met with all necessary documentation.

. Played key role in information briefings to discuss classified

information.

. Employed natural leadership ability by controlling escalated situations

with passengers.

Fidelity National Information Services - Little Rock, Arkansas 2007 to

2008

Global provider of banking and payment technology solutions, processing

services, and information-based services.

Fraud Prevention Analyst

Strategically researched fraudulent credit card activity daily to better

prevent fraud for customers. Effectively corresponded with financial

institutions and client accounts to minimize risk of identity theft.

Performed research analysis of all claims and charges for broad client

base.

. Administered strategic solutions for client accounts once fraud was

detected.

. Operated in Lead position for ecalations.

ACXIOM Corporation - Little Rock, Arkansas 2006 to 2007

Global interactive marketing services company that uses consumer data,

analytics, information technology, data aggregation, data integration, and

consulting solutions to help companies conduct direct marketing programs.

Data Product Specialist

Managed confidential customer data, such as credit card account

information, customer transactions, and home addresses. Ensured quality and

accuracy of all data files. Executed audit analysis checks daily to

safeguard quality. Utilized internal software tools to backup data files

and mitigate risk.

. Consolidated data and enhanced customer experience by comprehensively

parsing information for client use.

Education

MBA - Technology Management - University of Phoenix

BBA - Management Information Systems - University of Arkansas at Little

Rock

AD - General Studies - Southeast Arkansas College

Adjunct Instructor - Pulaski Tech College

ITIL Foundation Certification

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