Customer Service Technician
Resume:
Rachel Ann Cumberland
Kirkwood, Missouri 63122
************@*****.***
Summary of Qualifications
Customer focused - Network Operations Engineer with an excellent work record and experience that includes:
Strong technical skills and administrative experience
Maintaining and troubleshooting a wide variety of telecommunication technologies
Strong customer service focus with excellent customer relations skills
Enthusiastic team player able to work independently
Professional Experience
AT&T / Field Services – St. Louis, Missouri Aug 2015 – Oct 2016
Central Office / Work Operations
Engineering, installing and testing transmission equipment
Assigned to various AT&T Central Offices thru-out the St. Louis area
Single and Multimode, SC/LC Fiber Optic Cable Runs
BDFB power installation and turn-up
LSO Training: Fiber Installation and Inspection
AT&T / Product Development – St. Louis, Missouri Nov 2012 – Aug 2015
Field / Mobility Engineering
Testing post & pre-production equipment (voice/ data) on GSM ALU Network
O/S platforms for iPhone/iPad, Android and Windows 8 (LTE/4G, VoLTE)
Data Modules: Qualcomm, Sierra Wireless, Netgear, Novatel, U-Blox… etc.
Applying new software loads via tethering PC (USB / Wi-Fi) or FOTA
Testing via Hyper Term, Tera Term, use of AT Commands
Benchmark applications: Sprient Datum (PC & Mobile)
LSO Training: TP&E
Use of company vehicles
ERICSSON / RF Operations – St. Louis, Missouri June 2009 – Nov 2012
Field Engineering
Sprint / Nextel Contract: Nortel CDMA & Motorola IDEN Technologies
DOCSIS/CMTS networks, T1 testing & Ethernet interface
Modem installations and setup (Zyxel, USR, Multitech)
Execute CDMA EVDO carrier adds and changes
DAS & BDA inbuilding systems: DekoLink, RFS, GST, ADRF
Frequent use of CLI Manager, React, Vortex, Helios
Antenna sweeps with Anritsu Cell Master
SPRINT – St. Louis, Missouri April 1997 – June 2009
Senior Technician – CPE Field Operations, St. Louis, Missouri (2001 - 2009)
Responsible to install and maintain Customer Premise Equipment. Accustomed to working directly with service personnel on setup of voice, data and video equipment. Extensively experienced with interacting directly with customer.
FBI Secure Voice Network: Lead technician responsible for a large and complicated job. Required installation and setup of six Harris Channel Banks, Cisco Router and Switch. This was the HUB site used to access approx 27 remote locations providing essential secure voice communications.
Called back to New York City after 9/11/2001: Critical outages to FBI Network required immediate “work around”. Knowledge of equipment and customer’s site necessary to help expedite restoral of service.
WWAN router installation: (i.e. DEA/ US Courts/ US Customs/ FedEx/ United Parcel Service). Adapting to different site applications. Wireless readings and antenna adjustments.
SONET / DWDM fiber ring setup via Central Office and in-building locations
DSL installations for small business and residential locations. Often the most challenging type of locations. Requires more time and patience to determine the best service for the customer.
MAN / Ethernet (cat5) installation and setup providing LAN/WAN access
Interacted directly with LEC and Local Vendor Companies
Senior Technician – CPE Field Operations, New York City (1997 - 2001)
Lead Field Technician: ION Project installation for NBC Studios at 30 Rockefeller Plaza. This new technology was in the Beta phase with a high profile customer. Completing the project required leaning a completely new skill-set on-the-job, with no set procedures or methods.
Router / Switch install and LAN setup at Martha Stewart Studios
Lead Field Tech: LAN Network Install and maintenance: Charles Schwab, Fidelity Investments
Senior Switch Technician: Operation and maintenance of Nortel DMS 250 & 300 DEX 600 STP, 1/0 and 3/1 DACS, Nortel M1-3 MUX setup and repair OC3, 12 & 48 Optical Networks
Operation of Shared Tenet Switch: Nortel Meridian, install of station equipment.
Additional Relevant Experience: NJ Bell Telephone/ ESS Switch Technician.
Education / Professional Training
Sprint and Vendor Based Training
Nortel Passport 6480 / 24 member ION Nationwide Team
Nortel DMS 250 & 300 Maintenance
Cisco Router Maintenance
DSL / DS1-DS3 / OC3-48 / VoIP / TCP-IP
New Jersey Institute of Technology
Electrical Engineering Major
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