Technical Support Service
Resume:
MICHAEL PHIFER
*******@*******.***
**** ********* *** **. **********, Ga. 30039
PROFESSIONAL PROFILE
. Professional engineer with more than 5 years of experience in NOC
technical support with special focus in providing technical support
for network technicians and outside vendors. Excellent leadership and
organizational skills relations. Ability to effectively implement
service-improving procedures which limited network outage. Skilled in
system planning, preventive maintenance, budget management and
designing standardized procedures and training programs.
PROFESSIONAL ACCOMPLISHMENTS
. Organized and coordinated all efforts to establish the new fiber
system, resulting in a quarterly budget of over 2.5 billion dollars.
Support technical trials and deployment of new integrated fiber in
the loop. Interfaced with vendors in all levels of management within
internal/external support groups.
PROFESSIONAL SKILLS
. Software: Proficient with Microsoft Windows 03, XP, VISTA; Microsoft
Office Suite, OS Administration. Installing and Troubleshooting
Computer Hardware Software, Netcool, LAN/WAN Installations and
upgrades, programming Q/A Testing, Test director, REMEDY and Vantive
ticketing systems, Marcview Broadband EMS, ECI Telecom Pulse Commander
4.0 Alcatel Workstation And AMS, Navicore, NMS; Hummingbird Exceed
Applications (HP Open View), Catena view Element Management System,
(JBBOS) Java Based Broadband Operating System. Protocols: VOIP, L2TP,
CHAP, AAA, PPP, TCP/IP, POP, IMAP, SMTP, FTP, UDP, Telnet, HTTP, TDM
Hardware: Nokia, Nortel BSN 5000, Red Back 1000/1800, Lucent
Technologies, CBX 500, 5500, Digital Intelligent Subscriber Carrier
System (DISC*S), Marconi Transceivers and Relay and Ethernet Switches,
(LGX) Light Guided Cross Connections, Fiber MUX, OTDR Fiber MUX,
Alcatel DSLAM, Power 5, 6 & 7 systems (7310,7330, 9113, through 9409,
& 8202 through 8493) and Mini RAMs, Catena Remote Solutions, IBM and
SUN Servers.
EXPERIENCE
Gwinnett County Dept. of Water Resources Lawrenceville, GA 08/13 to 09/14
. Monitoring over 200 pump stations for any communication alarms, which
could over run its normal target levels. Providing technical
assistance for technical engineers in the field. Keeping updates on
constantly changing water flow in the Wonderware system from
different pumping stations. Updating reports in MS Excel on any
changes that may occur in the system on a daily basis.
. This position consisted of updating firmware, provisioning,
maintenance, restructuring of complete system from ADSL to a wireless
cellular network. Troubleshooting a 3G to 4G network system, Using
AIX, Unix system, and providing good notes in CRMs and query base
tools. Programming PLCs, replacing failed components Ex. (Disk drives,
ENIs, Routers and Switches exc.) Using Web base tools to access the
system remotely when needed.
. Total of 10 years of Unix and 7 years Linux experience.
IBM Atlanta, GA Technical Support Specialists 07/08 to 07/12
. Provide remote technical support assistance to customers and IBM
technical personnel on multiple DASD products in the high availability
product environment. It consist of professional knowledge and problem
determination/ problem source identification skills to resolve
problems involving hardware, microcode, operating system and network
issues. The position receives and records incident related information, and using a variety of tool, techniques and procedures, selecte
appropriate actions to resolve problems, and communicate the solution
or action plan to customer or IBM service representative. I had to
identify/recommend updates to knowledge based systems and maintenance
package, and may provide hardware technical support assistance to
customers & IBM personnel in multi-vendor, multi-protocol network
systems in the high availabitity product environment.
AT&T Atlanta, GA Wireless Technical Support (Contractor) 06/07 to 11/07
. Troubleshoot RF related service problems from past events dealing with
the customer wireless products. . Monitor all of AT&T customers in 50
states in the United States. .Resolved major to critical issues
dealing with drop calls, no service and voice issues using work
applications such as Awatch, CNN, CDR Live, MTI, Snooper, Snap,
Compass and Load balancing experience.
Comcast Alpharetta, GA Customer Account Executive 03/07 to 06/08
. Troubleshoot service problems related to the customer's (residential
and business) PC relevant both hardware and software and network
connectivity issues. Troubleshoot RF related service problems from
the modem to the router. Assist customers and technicians via the
Automatic Call Distribution System with service and installation
requests . Monitor modems connectivity through Auspice for online
outages to lessen customers impact.
Bellsouth Co. Atlanta, GA Network Engineer 02/01 to 02/07
. Performed maintenance, provisioning, and multi-task multiple
infrastructure for ADSL(wireless) platforms over fiber and copper.
Troubleshot and configured complex Ethernet and ATM switches, routers,
and broadband devices such as Cisco, Arris Alcatel, and Juniper.
. Installed T1's (including SS7 signaling), T3's, DS0's, DS1's,DS3's,
OC3's, and lite span for installation and repair for ADSL service.
Monitored NSP and ISP network systems for the Southeast, 9 states
which included Georgia, Florida, Louisiana, South and North Carolina,
Alabama, Mississippi, Kentucky, Tennessee. Utilized Nortel(BSN
5000), Lucent (CBX 500, 5500), Red Back 1000/1800, Light Guided Cross
Connections, and Marconi Transceivers in daily operations.
. Provided interactive Voice Response (IVR) Solutions for Bellsouth and
their customers by using surveillance and troubleshooting of telecom
switches and cell sites via remote testing/monitoring software using
Remedy and Netcool. Also documented, trained and provided first and
second level support and technology teams in designing and developing
Computer Technology Integration (CTI)/ e-Flow, IVR or voice portal
technology framework which aided in the rapid deployment of related
application.
. Excellent understanding of breaker distribution bays and Nortel DC
power plants.
Dade Behring, Co. Norcross, GA Biotechnologist
. Troubleshot digital modules, calibration verification, and document
control. Software and production inspection.
Summitt Industries Marietta, GA Advanced System Operator
. Operated machines for mass production which facilitated maintenance on
all mechanical and electrical equipment.
Commercial Bedding Co., Inc. Clearwater, FL Plant Manager
. Managed wholesale warehouse facility of 40 persons. Oversaw
production, from assembly of raw materials to finished products.
EDUCATION
DeVry Institute of Technology Atlanta, GA Bachelor of Science in Electronic
Engineering
Alabama State University Montgomery, AL Bachelor of Science in Criminal
Justice
Dekalb Technical College Atlanta, GA. CDL Class A License
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