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Customer Service Engineer

Location:
Boston, Massachusetts, United States
Posted:
January 09, 2017

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Louis A. Winbush

**** ******* *** **********, ** 20613

acx6za@r.postjobfree.com

301-***-****

Career Experience: I am a highly motivated professional seeking a career opportunity that will utilize my 20 years of experience in the telecommunications industry. I am very comfortable with the job functions required to design, build & maintain secure MPLS networks. I am very familiar with networks that use a mixture of terrestrial & wireless solutions to deliver voice, video & internet services to customers.

Employment History

Metrocast Communications, Infrastructure Engineer II Hollywood MD 8/16 to now

Designing and Maintaning Optical Networks using Fujitsu Flashwave 7420

Provisioning 2, 4 and 8 degree ROADM’s to carry Ethernet 10 Gig to 100 Gigs of service.

Windstream Communications, Network Analyst II

Evansville IND 9/15 to 7/16

Provisioning and testing of Ethernet Aggregation services, DWDM, OC48 12’s OC3’ and STS 1’s

CISCO Sonet Platform and there DWDM Platform, Cyan (CIENA) Platform,

Installing and provisioning of Fujitsu FW 4500 and 9500, Coriant ROADM Platform.

Capturing Network Design on Visio and MS Office Suite.

Working on AT&T and Government Projects to 5 states

Cox Communications, Operations Engineer II, Springfield, VA 04/05 – 8/15

I routinely turned up circuits including T1’s, PRI’s, and a multitude of other data circuits that ranged from 3 Mbps up to 1000 Mbps circuits. I am very comfortable installing and troubleshooting Ethernet cables and fiber cables, connectors and jumpers. I have also installed and activated OC3 to OC192 Optical Courier circuits. I also managed T-Mobile fiber to the cell site projects for Cox Business services which include 366 T-Mobile sites. Gathered cost analysis for project. Ordered equipment for each site per customer requirements. Tracked equipment orders per site. Gathered IP addressing for each new site. Created provisioning packages for each site for techs to provision the equipment site to site. Tracked progression of project and provided update via weekly meetings. Performed corrective action and fault isolation for circuit outages including passive and intrusive testing of circuits. I provisioned within MUX and MPLS devices such as Infinera, CISCO DWDM and Alcatel Lucent Platform. Devices included CISCO 15600’s, 15454’s,15310’s,15327’s, Alcatel 7210 and 7750. Provisioning within Digital Cross connection platforms such as Titian 500 and NGX DAC’s.

Verizon Wireless, Switch Technician, New Castle, DE 09/03 to 03/05

Provisioning 5ESS Switch, performed software upgrades utilizing BMW’s, growing the system via circuit packs. Troubleshooting issues with cell technicians between landline via T1 circuits and cell sites. Testing and provisioning Sonet OC3’s, DS3’s, DS1’s, and DS0’s. Built cell sites via forms in the 5ESS Switch. Resolved network issues using Remedy Ticket System. Implemented training course for new recruits to ensure speedy profitability.

Verizon Wireless Technical Support Coordinator

Troubleshooting roaming issues while handling negative file issues, providing support to 800-line specialists, store technicians and roaming partners. Answering, investigating and resolving inquiries regarding wireless services and equipment for the Washington/Baltimore/Virginia regions. Specializing in troubleshooting and maintaining PDA’s, Pocket PCs and Wireless Data devices such as Blackberry, PalmOne Treo, Kyocera Aircards, Samsung, LG, Audiovox, Motorola, Nokia and Sierra. Screen trouble tickets and work directly with network operations personnel to resolve customer problems.

Verizon Wireless Customer Service Representative

Handled a high volume of incoming 800 customer service calls. Researched and resolved customer’s wireless bills, equipment issues, questions and concerns. Set follow-ups to ensure the customer’s expectations are not only met, but exceeded. Advised customers of current price plans, products, options and services to best fit their unique wireless needs. “Wow” the customers by providing stellar customer service by advocating for the customer to ensure their continued patronage and overall satisfaction. Maintained the company’s high standards of excellence in the customer service arena.

EDUCATION

1974 to 1978 TC Williams High School

Alexandria, VA

High School Diploma

CERTIFIED TRAINING

1996 Introduction to Project Management

1995 Microsoft Word, Excel, PowerPoint

1994 Fiber Optic Splicing

1993 Introduction to PC

1998 Fujitsu ADM Training

1999 Lucent OC192 Training

2006 Cisco 15310 and 15454 Training

2010 Infinera DWDM Training

2012 Cisco CCNA Prep

2014 Alcatel Lucent NRS 1

ACHIEVEMENTS

Served as a member of the Diversity Counsel of AT&T where I was tasked with the selection of diversity training materials as well as the point of contact for resolution of diversity issues within the Outside Plant and Engineering Division.



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