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Telephony Professional Voip,Sip,Ccna,Unified Communications

Detroit, MI
April 24, 2016

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Duane Kyles


Accomplished Telephony professional with 16+ years of Network and customer experience with an emphasis on VoIP (Sonus), SIP, Network optimization, and least cost routing. I've proven to be a subject matter expert for the Sonus (VoIP) switching platform and Teoco least cost routing application that consist of high level troubleshooting, implementation, project management, and provisioning. Ability to liaison between technical and non-technical persons. Highly skilled at determining requirements, project management, and network planning to benefit the customer experience.

Areas of Expertise

Telecommunications & Data Networking ü Configuration Support ü Technical Support

ü SS7 ü Sales Support ü Debugging & Troubleshooting

ü Communications & Presentations ü Process Development ü Collaboration

ü Project Planning ü SIP ü Telcordia (LERG)

ü CCNA ü Documentation ü Unified Communications

ü Implementation ü Vendor management ü Translations

Professional Experience


Level 3 Communications (telephone & Internet services) Southfield, MI

Responsible for training, provisioning, advanced troubleshooting, and testing on the VoIP (Sonus) softswitch.

Responsible for training, implementation, advanced troubleshooting, and lab testing on the Teoco (Least Cost Routing) application for the Level 3 1+ network

Responsible for regression testing in a lab environment when upgrading Sonus (VoIP) code.

Provide customer support by diagnosing network and implementing technical solutions.

Developed Mops for maintenance window production updates.


Created the process that uses the Teoco (least cost routing) application to route new fgd and npa-nxx's on the VoIP network without any customer impact

Creator of the process on how to decommission a dex600e switch and use the Teoco (least cost routing) application to properly route the new fgd's and npa-nxx's in the VoIP (Sonus) network with no customer impact.


Global Crossing (integrated fiber optic network provider), Southfield, MI

Generated solutions to address diverse customer requests and clear trouble tickets.

Lead Level. Worked under minimum supervision

Mentor to less experienced technicians

Maintained dedicated customer trunk group configurations to include interpreting customer requests, ensuring orders are technically correct, assign & configure trunk groups. Provides technical solutions for unique customer requests.

Performed domestic and global routing functions on various network platforms (VoIP, dex600e and DMS 500) in a pro-active manner.

Provided support to internal/external customers to assist in clearing trouble tickets.

Responsible for the implementation of jurisdictional routing on the Global Crossing VoIP and dex network for 1+ termination.

Creator of the process and responsible for updating the Global Crossing voice network with monthly lerg (npa-nxx) updates.

Lead analyst for switch decommissions

Maintained dedicated customer trunk group configurations. Interpreted customers’ needs, analyzed orders to ensure technical correctness, assigned tasks, and configured trunk groups.

Proactively performed domestic and global routing functions on VoIP, dex600e, and DMS 500 platforms.

Contributed to developing and documenting engineering standards governing the operation and scalability of the production network.

Supervised less experienced analysts.


Designed and implemented a process for introducing monthly lerg (npa-nxx) updates into the voice network.

TRAFFIC ENGINEER May1999 – Jun 2001

Frontier Communications (telephony & communications consultant), Southfield, MI

Analyzed 1+ traffic patterns to identify where additional facilities were needed.

Instructed network provisioners when to issue asr’s to the Regional Bell Operating Company for FGD augmentations, installations, and disconnections.

Network optimization


Bachelor of Arts, Psychology / Sociology, Western Michigan University, Kalamazoo, MI

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