Engineer Customer Service
Resume:
Wayne P. Yarn
**********@*****.***
Qualifications
. 31 years in the Communications industry
. 7 years managing teams in installation and testing, along with
refreshing, setting up, and deploying new laptops and desktops
. Strengths include the identification of individual customer needs,
meeting requirements within the limitations of company resources, and
troubleshooting
. In-depth knowledge of telecommunication organizations and how they
operate
. Adept at installing and commissioning Cisco 2500 and 7500 Series
routers, along with Tellabs Digital Cross-connects, Charles Channel
Banks, and Lorain Power Systems, among other vendors
. Over 10 years of experience with Microsoft Project, Excel, Word, Power
Point, Visio, Lotus Notes, and Adobe Acrobat Writer
. Abundant knowledge of many vendor systems and equipment, including
Motorola, Samsung, and Nokia
. Extensive work with designing programs AutoCAD and Micro Station
. Received special recognition for my role with Nextel during the 2005
Presidential Inauguration, January 20, 2005
. Cisco Certified Network Associate (CCNA) July 2008
. Network+ (CompTIA) July 2008
Education
B.S. Network & Communications Management
February 2011
Devry Univ, Crystal City, VA
GPA:
3.25
Dean's List - fall 2008, summer 2009, fall 2009
Clearances
Top Secret/SSBI
Aug 2011
DHS Suitability
Sept 2009
Professional Experience
KForce Technology - Reston, VA
10/2008 - Present
Senior Functional Analyst:
(01/2012 -
Present)
. Currently providing Tier 2 Support for various DHS Immigration
Agencies, such as ICE, USCIS, and CBP, along with Department of State,
TSA and FEMA. Maintain working relationships among stakeholders within
and outside the Department, including State, Federal, local, private
sector, public safety, and industry pertaining to the role of securing
the nation's critical infrastructure. Experience working with
customers, users and project leads in analyzing, designing,
implementing and supporting a wide variety of IT business systems.
Provide attention to detail, investigating and evaluating new state of
the art technology of the industry, while also implementing problem
solving skills in support of field personnel. Demonstrates strong
written and oral communication skills, and expert knowledge of
Microsoft Office suite of products, and Remedy applications.
Experienced in requirements and methodologies of systems integration
and development.
Executive Services Support-Senior:
(12/2009 - 01/2012)
. I supported Department of Homeland Security SES and Senior level
Management users, providing around the clock Executive Support
Services, including Tier 1 (Help Desk) and Tier 2 (Desk-side) services
as well as Tier 3 Engineering support. Provide support in providing
guidance and advice to senior officials, managers regarding the
effectiveness and efficiency of operations in areas such as
infrastructure information collection/data management programs. Used
BMC Remedy to handle customer tickets associated with various issues
and needs. I assist customers using extensive problem solving skills,
customer service and oral communication with attention to detail on a
daily basis. Additionally, I worked in the Headquarters Operation
Center, where I did Network troubleshooting, monitored the Blackberry
Enterprise Server, and supported the Government Watch Officers.
Computer Tech Support Analyst-Team Lead:
(10/2008 - 12/2009)
. I lead a team of more than 20 technicians tasked with refreshing
customer desktops, migrating data and providing technical support and
training for new Client systems. I continuously met ongoing deadlines
to install the Vista platform on over 19,000 PC's and laptops
throughout the Pentagon, Andrews and Bolling Air Force bases for the
844th CG and 744th CS. I provided training to technicians and
customers alike, teaching some of the most effective ways to utilize
COTS and GOTS software, allowing for seamless transitions between
private and government processes.
ITT Systems Division - Camp Slayer, Iraq
8/2007 - 9/2008
Microwave/LMR Tech:
. I worked on a Defense Contract in Southern Iraq maintaining up to 4
Alcatel MDR-8000 7/8 GHz Microwave radios with OC-3 interfaces, tied
into an Ericsson\Marconi TNX-210 ATM. The system also contains ADTRAN
OPTI 6100 multiplexers, and Charles Channel Banks. Some of my duties
included doing daily, weekly, and monthly Preventative Maintenance
checks (PMI) on the microwave shots, maintaining an effective uptime
of better than 98% at all times. I also watched over the Tech Control
Facility, where the communication lines for the entire base were run
through a Promina 800 Network, paired with encryption equipment and a
multitude of Cisco components.
Sprint Nextel Corporation - Reston, VA
8/2004 - 8/2007
WiMAX Field Engineer:
(10/2006 -
8/2007)
. I was hired as the first WiMAX Field Engineer for the entire Baltimore-
Washington market rollout of the 4G WiMAX product. I was in charge of
various duties ranging from preparing the first 10 test sites, to
assisting in hiring of contractors and the ordering of parts and
equipment. I worked with Government; private clients, and Sprint
customers to assess their communication needs. I provided information
and assistance, resolved their problems, and satisfied their
expectations. I assumed the role of Subject Matter Expert for all
things installation and testing based, working closely alongside
Engineering, Project Management, and Site Development to ensure a
successful start to the company's 3 billion dollar project.
Field Technician Engineer III:
(8/2004 -
10/2006)
. I was responsible for as many as 47 sites located all throughout
Northern Virginia and DC, while tasked with maintaining increased
system uptime, outage resolution, preventative maintenance and
customer satisfaction as my primary goals. I performed real time site
and device testing, and provided ongoing network, and site system
troubleshooting, T1 testing and maintained high inventory accuracy
levels of cell site assets.
Tek Systems - Reston, VA
9/2003 -
8/2004
Contractor-Field Technician:
. I performed duties as a Cell Site Technician for Nextel
Communications, while my responsibilities included preventative site
maintenance, repair of site equipment, outage resolution, and
installation and commissioning of additional equipment. I was also
responsible for acceptance testing of new sites, In-depth network
system troubleshooting/and system testing. My exemplary work for
Nextel gave cause for them to offer me a full time position after only
11 months as a contractor.
Nortel Networks - Alpharetta, GA
10/1998 - 11/2002
Network Engineer:
(4/2001 -
11/2002)
. I was part of a team that provided optical support for many different
vendor accounts throughout Nortel. As a Network Engineer, I was
commissioned to perform site additions, deletions, and system
upgrades. I worked closely with Sales and Order Engineering; along
with Project Management to assure customer networks performed at
optimum capabilities. Overseeing IT related project activities as
they relate to overall cost, schedule and performance. I created
engineering diagrams using Microsoft Visio and AutoCAD, which combined
with technical documentation, provided a detailed record for
installation and field personnel.
Senior Systems Engineer:
(10/1999 -
4/2001)
. I was assigned to work on large accounts, such as Qwest, AT&T, and
Bellsouth. I managed all aspects of system builds; including
developing engineering document packages (EDPs) that allow projects to
be initiated and completed with as few interruptions and complications
as possible. Develop new information about policies for infrastructure
information collection/data management I met face to face with
customers to insure a comfortable system transition, often walking
them through the initial phase of system and network operation. I
worked with Sales engineering regarding job proposals, design and
equipment specifications. I was involved with R&D, playing a part in
the branding of new SONET products, such as Optera LH, Optera Metro,
and DX-2. I produced engineering maps and drawings utilizing Microsoft
Visio and AutoCAD software.
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