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Customer Service Manager

Pelham, Alabama, United States
October 12, 2016

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James A. Williams 205-***-**** *** Padding Station, Maylene, AL 35114

Network Analyst

“Hands on” Network Analyst with expert proficiency in leading technical design, installation, and support for leading Fortune 500 companies.

Seasoned technical leader with extensive experience in the development and delivery of multiple complex projects.

Regarded for the unique ability to implement a highly organized, analytical, and process-oriented approach to achieve results and ensure compliance with all corporate and client standards of quality.

Core Skills and Competencies


Systems Analysis


Call Management

Wireless Connectivity

Electronic Testing

Project Management

Hands-On Cabling

Technical Support

Relevant Professional Experience


Network Analyst

Fulfilled a critical role supporting operations at the largest steel company in the world, with a focus on maintaining a 300-switch ring topology network, as well as VOIP connectivity for 1,200 subscribers. Assumed a hands-on role terminating CAT-5, CAT-3, and CAT-6 Ethernet cable to patch panels, and mounting connection and protection equipment.

Key Accomplishments

Contributed to the success of multiple projects and initiatives designed to boost the effectiveness of steelmaking operations through improved efficiency and automation; initiatives included the implementation of a DVR-based surveillance system, Level1/2/3 VLAN networks, and a Cisco Lease Replacement Program.

Leveraged expertise in proprietary work ticket program to log and respond to client technical issues; used a metric priority system to establish customer service deadlines.

Contributed additional service and expertise as the Account Manager for the AT&T Wireless Corporate Account serving users on iOS, Android, and Blackberry devices.

Led solutions for network and continuity issues as the Project Manager for New Projects.

DELTACOM, Birmingham, AL (2006-2006)

Switch Technician

Supported a DMS 500 Nortel Switch in support of a fiber optic network servicing 14 states for this regional competitive local exchange carrier. Monitored network performance and seven access node sites. Addressed and resolved all client issues.

Key Accomplishments

Led the installation of T1 lines, DS3 and OC-12 fiber circuits; fabricated BNC connectors as necessary to support installations, and led the performance of preventative maintenance on three generators and an FM200 fire suppression system.

Managed the procurement of parts and equipment in full compliance of supply chain management procedures.

Applied expertise in Remedy, Raptor, Microsoft Excel, and Microsoft Access to fulfill daily responsibilities.

TECHUSA, Tampa, FL (2005-2005)

Cable Technician

Leveraged superior technical expertise to provide support during the merger of SouthTrust and Wachovia banks, installing CAT-5 cabling to network new and existing workstations at bank branches, as well as ATMs. Maintained an inventory of data equipment and locations within bank locations and established new connections to meet the needs of the changeover.

Key Accomplishments

Provided evidence of proper installation through the photographing and delivery of equipment to headquarters on a daily basis.

Worked closely with bank managers to achieve all project milestones and deliverables on-time and within budget.

Education & Professional Development

BS, Communications Electronics – Cameron University

AS, Telecommunications – Cameron University

ICDN-1, ICDN-2 New Horizons Training

Communications Electronics Installation Course – US Army Installation School

Telephone Management System Course – US Army Installation School

Nortel SL-100 Maintenance Course – Nortel

ACD Programming – Nortel

Technical Proficiencies

Avaya Definity G3 PBX, Meridian SL-100 Maintenance, LAN installations, SERVORD, ACD, Mainframe Maintenance, Solar Winds, Customer Service, XIGO

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