Technical Support Customer Service
Resume:
Leonard V. Hawes Jr.
************@*********.***
Cartersville, GA. 30120-7421
404-***-**** Cell
Dedicated communications professional with extensive experience with AT&T.
SUMMARY OF QUALIFICATIONS
Effective leader with record of training and motivating team members to excel.
Outstanding interpersonal, customer service and communication skills.
Tenacious problem solver with an eye for detail.
Adept at team building and conflict resolution. Intelligent, diligent, and driven
to succeed.
Work History
12/16 to Present Momentun Telecom
Technical support for various cable and internet suppliers across the United States.
Support WI-FI networks as adding new devices and testing.
Support E-MAIL and VOIP set-up and testing.
Support modem and router changes and testing.
5/14 to 9/15 Alta Telecom (AFL Telecommunication)
NOC support for world networks using Cienna, BTI, and ADVA equiptment.
Supporting DWDM fiber optics from client to dark fiber connections.
Test and isolate issues pertaining to client or Dark Fiber connections.
Isolate chronic issues or service degrades.
Assist with testing new instalations.
Performing upgrade and changes to network elements.
5/12 – 5/14
Semi- Retired
8/11 - 4/12 Cbeyond
Technical Support Tier II
Provide technical support for Voice, Data, and Internet network for small to medium customers.
Assist and configure IAD installations and repairs.
Test and isolated VOIP and SIP call processing network issue with BROADSOFT switches.
Verify numbers and trunks are built in BROADSOFT Switches
Provide chronic technical support for Data, VOIP, SIP, Multilink, and EFM configurations.
Test and turn-up of problem configurations.
Was a user of CISCO UMC system for handling calls for trouble reports.
4/06 - 7/11 HomeDepot
.Network Operations Tier II (NOC)
Developed training job aids for new technicians.
Developed and trained technicians in the use of test aid for ATM/IMA configurations.
Trained technicians in understanding AT&T TIRKS engineering.
Developed and trained technicians in testing for VSAT MPLS (Satellite link to 2500 stores) for HD/TV Video and back-up network connectivity.
Provide technical support for the HD/TV, Video Teleconferencing, core network, and store location networks supporting INCS, MPLS, and VOIP.
Test and provide chronic technical support WAN, LAN, DSL, VPN, and voice services.
Test and configure CISCO LAN fiber and Ethernet switches.
Verified Load Balancing between the TWO Data Centers for congestion issues.
Verified network fire walls.
Verified sub netting for LAN switches.
Test and configure CISCO wireless LAN CONTROLLERS and AP’s for mobile ordering carts and wireless VOIP phones.
TESTED and VERIFIED PTP VPN tunneling across network devices for new additions.
MODIFIED PTP VPN Tunnels for upgrades and changes to the network to support ongoing network work.
Used Protocol Analayzer for network issues.
Upgrades and changes to ACL lists and Firewalls.
4/98-10/05 AT&T
Network Engineer (DATEC TIER III Network Technical Support Manager DATEC)
Assisted Design Engineers with updating and correcting TIRKS documents.
Worked with Circuit Layout Engineers with network issues on TIRKS document.
Test and training to service centers for support on INCS, DACS, TIRKS, and test system use and interpretation.
Test, isolate, and direct correction of customer and network problems and inadequacies for services offered for data and voice communication from SONET, Video Teleconferencing, ATM, Frame Relay, VOIP, ISDN to Voice (POTS).
Test and resolve problems involving 56K, T-1, E-1, T-3, OC-3, OC-12, GIG-E, OC-48, and OC-192.
Test for Service Assurance (fiber networks) for Accuring and UVN services from T1.5 to OC192.
Project Management for new UVN and Accurings for testing, travel, and resource allocations.
Test and provide protocol support for TCP/IP, ISUP, SS7, and MPLS.
Assisted CISCO engineers with a problem involving CISCO 2600 and 3600 routers
Assisted technicians with the use of ALCATEL 1630 and 1631 SX units in network monitoring.
SME for CTP, DACS/DCS, TC-NET, NODAL SWITCHING, T1.5 and CCP2 for the DATEC Organization.
10/91- 4/98 AT&T
Supervisior/ Instructor
Technical Nodal, Voice, and Data
Training and coaching technicians and clerks in the functions of data and voice services for provisioning, maintenance, and video teleconferrnecing.
Trained technicians in the use of TIRKS, SARTS, DACS-OSS, DSTS, TC-NET/ TOPAS, UTMOST, and ROUTING.
Provide updates and enhancements of test tools for technicians.
Developed job and test aids for technicians.
Key Instructor for DACS-OSS/ DCS and TC-NET/TOPAS.
SME for T1.5 TESTING and DSTS (CTP).
8/85- 10/91 AT&T
Network Technician
Co-ordinated training for new test systems for technicians.
Testing for provisioning and maintenance for data and voice in the T1.5 and nodal centers with the use of TIRKS, SARTS, DSTS, DACS-OSS, SOTS, and TC-NET/ TOPAS.
Maintained the 50K analog switch for data.
2/80- 8/85 WESTERN ELECTRIC (AT&T)
TOOL and DIE MAKER Trade Group II
Developed and proved prototype manufacturing machinery.
Repaired and maintained 5ESS manufacturing machinery.
EDUCATION
College of DuPage Computer Manufacturing 2 yrs.
Washburne Trade School Tool & Die Maker 4 yrs. Graduated 10/1982
Morton College Electronic Engineering 2 yrs.
TECHNICAL SKILLS
Telecommunications Equipment: T-Bert, HP, and Scientific Atlanta test equiptment for T-1, T-3,
OC3, OC12, OC48, OC-192 services.
Fluke voltmeters and ammeters for power.
WG-ANT-20 and HP CERJAC for fiber testing.
HP protocol analyzers J2300 and 2802.
Telecommunications Systems: Cisco 3700 switches, 6500 & 3900 routers.
DMS 250, Alcatel 1631 & 1630, UNIX, Lucent, NETCOOL, Cisco,
4ESS, 5ESS, DACS/DCS, CTP(DSTS), SARTS, TIRKS, BMP,
BROADSOFT SWITCHES, SEIBLE, HAMMER, CTS, WMS,
NETQ0S, T-SNOW, CL-MAIN, and TOPAS/TC-NET.
Software Applications: UNIX, DNS, DHCP, MS Word, Outlook, Basic Excel, and Powerpoint.
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