Customer Service Manager

k t h o m a @ a m er i t ec h . n et

Ken

T h om a

Summary

** ***** ***** ** *** certified for working on Nortel PBX hardware and associated Nortel hardware ie.. voice mail and contact server

hardware. Extremely familiar with cable plant for voice and up to CAT 6 data cabling. For the last 3 years of employment I received

considerable hands on knowledge with Cisco Call Managers, routers and access switches and the LAN/WAN environment. Worked with vendors

(ATT, SBC, MCI, Sprint IPC and so on) and our companies customers troubleshooting and installing all CPE mux equipment, Cisco routers and

Adtran CSU/DSU's from the entry point of our facilities all the way to the end equipment keeping documentation records for all in house circuit

info and bandwidths. I have updated my working knowledge of Cisco Call Manager systems and Cisco network equipment and have obtained

professional level Cisco certifications.. I believe that my many years of Nortel PBX experience coupled with my telco/vendor expertise plus my

recently acquired Cisco Call Manager/ network equipment could be very beneficial to companies that have large LAN/WAN's Cisco

environment.

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Certifications: CCNP Voice - CCNP (R&S) - Comp-tia CASP, Security + CE - CCNA - CCNA Voice - CCNA Wireless

Experience

Vo ip Engineer 10 / 2012 - Present

Vectrus

Working in my current position I assisted with upgrade of Cisco Call Manager rls. 4.3 to a Cisco

unified Call Manager rls. 8.6. This is in a DOD DNS environment utilizing an Avaya S8700

trunking hub. Programmed Avaya PRI/ISDN and CAS along with A AR/ARS and route-patterns.

Administer and maintain Cisco Call Manager 4.3 and 8.6 with over 1300 users in support of the US

Embassy Security Assistance Annex. Preformed all MAC (move, add and change) and maintenance

on 2 Cisco Call manager clusters, as well as provide Tier 2 support. Worked with Cisco TAC on

troubleshooting critical network operations. Configured VoIP gateways T1s for PRI, SIP, CCS and

CAS signaling. Installed, configured and updated Cisco Unity and Presence servers in lab.

Programmed CUCM route patterns and dial peers to support H.323, MGCP, as well as SIP

gateways. Worked with a team of 5 network admins on daily network operations and utilized

Remedy/ITSM ticketing system for customer service. Programmed and updated Cisco IOS on

switches for optimal security & performance for Military/Government network use.

Nortel CS1000 technician 10 / 2011 - 10 / 2012

Mutual Teleco m

Utilize broad scope of industry knowledge and dynamic technical acumen to install, operate, and

Services, Inc. maintain state-of-the-art switching, data communications, and peripheral equipment associated

with Meridian 1 PBX at customer sites, including coordinating forward-thinking installation,

testing, and troubleshooting of transmission facilities ( OC48, T3, T1, and DSO) ; troubleshooting,

upgrading, and administering multiple vendor systems; maintaining system applications; and

continually ensuring high-quality customer service. Deliver support to a varied user community,

including updating logs with site-specific information, as well as maximizing organizational success

by composing clear and concise reports for customer documentation.

Service Technician III 11 / 2007 - 09 / 2011

Shared Techno logies

Strategically steered on-site installation of analog and digital voice and data

telecommunications equipment ( e.g. PBX systems, key systems, peripherals) for major accounts,

including employing solutions-focused troubleshooting techniques for analog and digital voice and

data issues, as well as point to point and point to CO applications, while completing work orders

for varied adds, moves, and changes. Contributed solid communication skills toward providing

high-quality internal / external customer service. Optimized operations efficiency by maintaining

comprehensive truck inventories of tools and equipment.

No rtel CS1000 T echnician 07 / 2006 - 11 / 2007

Enterprise Network

Built and sustained productive operations by supporting installation of cable plant voice and data

Services with Cat 6 cable, including installing PRI networked connections and call routing programming

between three sites – two Option 11C sites and one Option 61C hub site which was instrumental

in boosting communications. with zero telephone problems across 150 3904 Nortel telephones; additionally reconnected four

Relocated a three-cabinet Option 11C PRIs supporting DID and tie line functions.

with call pilot over one weekend

Senio r Tel eco m T echnician 01 / 2000 - 06 / 2006

Townsend Analytical

Delivered complete coverage of all facets of voice communication systems for three separate

Ltd companies utilizing a multi-tenant Nortel Option 81C PBX in Chicago networked with three

additional Nortel Option 11C systems with symposium call servers in Chicago, Manhattan, with

NICE call loggers at the same two sites. Served as primary technician for all maintenance issues on

both analog and digital voice and data circuits. Installed eight DS-3 MUXs and maintained Excel

spreadsheet listing port circuit IDs crucial for rapid response to outage issues, and directly

supported electronic trade transactions for redundant capabilities. Recruited to spearhead the

clean-up of existing circuit distribution system and drive operations success. Administered and

maintained various T-1 circuits for Terranova Trading desk representatives and support personal,

and performed all moves, adds, and changes and phone repairs for daily operations support.

Sr. Nortel PB X engineer 08 / 1999 - 01 / 2000

IPC

IPC the company provides Trade industry communication equipment and also provides staff for

this equipment and related hardware Call logging systems as an example. Led targeted support

for Nortel PBX accounts in the Chicago area, including relocating and upgrading IPC’s Option

11C system, as well as implementing new PBX to MX turret PRI interface providing caller ID.

Achieved certification on Nortel Symposium call center server for a large-scale customer who

utilized personal services exclusively to service Nortel 81C, Symposium, and NICE call logger

and logger server.

No rtel PBX technician 08 / 1997 - 08 / 1999

GTE Customer

I performed all manner of Nortel PBX and voice messaging Octel, Meridian mail and Meridian

Networks MAX support to a customer base that covered all of the Chicago area. As a service technician I

worked more on MAC and maintenance tickets yet I was always available for large system cuts

and after hours work. Demonstrated sharp analytical abilities toward handling M.A.C. (Move Add

& Change) and repair services for high-volume clientele within Chicago’s Northwest area,

including pulling work orders from wireless dispatch system, calling customers to set up visits and

clarify needs, and coordinating parts inventories. Removed and rewired connections on wire

distribution frames to change circuit layout per diagrams, and efficiently evaluated quality of

performance of installed equipment via observance and equipment testing.

Jo urneyman PBX and Key system 07 / 1995 - 08 / 1997

technician

Sprint - Centel

At Sprint/Centel I started as roving service tech but then I was shifted to installing programming

and maintenance with the majority of my time on Norstar key systems and voice mail installations.

I rather enjoyed this work because I was on the job from the beginning to the end of my installs.

I made it a personal challenge to do a better and more accurate install on each new installation.

Thus I would have the customers looking forward to future MAC work and always calling my

company for that work.

Senior T echnician 07 / 1993 - 07 / 1995

F ai r c h i ld

Played a vital role in administering PRI T-1 networked Nortel Option Systems set up for multi-

tenet trunking and shared main node Centigram voice mail system, and extended circuits

through building riser cabling.

Skills

Cisco Cal l Manager V o IP T ro ubl eshoo ting

Switches Ro uters T el epho ny

Voice Mail T el ecommunications

Education

El ectronics 11 mo nths then Cabl e T V 9 mo nths. 1980 - 1982

Wadena Area

vo cational Institute

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