Customer Service Management

Steven Miller

**** ***** *** ******* *****

Sachse, TX. 75048

Home: 972-***-****

Cell Phone: 469-***-****

**********@*****.***

PROFESSIONAL SUMMARY

Highly experience and knowledgeable individual in Technical Support, Network Operations, Engineering, Management, and Customer Service, with a proven performance track record in Process Development, Network Management, Network Performance, Network Quality Assurance, Customer Service, and Network Support for both Wireless and Wire-line Telecommunication Networks. Experienced working for both large and small Telecom Service Providers at various stages from startup ground floor to corporate level environment. Motivated ingenious individual, with a “CAN DO” attitude, that’s proficient at exceeding expectations on objectives.

EXPERIENCES

5/2015 – 12/2016 Verizon, Richardson, TX (Infinite Computer Solutions)

Telecom Engineer

SME on Legacy (Nortel, Ciena, Fujitsu, Tellabs, Cisco, Alcatel, and Lucent) Transport Equipment.

Investigate, analyze, and drive to resolution loss of communication issues between these Transport Network Elements and the NOC surveillance platforms.

Drive to resolution issues with various Database systems such as: PC, MECCA, TIRKS, VI, NMA, ICON, CCP, TCOMS, Netconfig, and others.

Develop Troubleshooting Flowcharts, MOPs, Scripts, Access DB, and other tools for gathering data to resolve Network Element communication issues.

Work independently and provide Executive Management progress reports.

Develop Process Improvement and System Development proposals, with Cost Analysis justifications.

1/2012 – 11/2014 Ericsson, Plano, TX

CNS ER Engineer

●Provided technical support to various Ericsson customers for their CDMA and VoIP LTE network platform elements.

●Troubleshot and resolved issues with the BTS/eNBs thru to the EBSC, VSE, RNCs, MME, SGW, PGW, M-MGWs, ERS8600, Cisco and other vendors network routers and switches.

●Create SOW for various scheduled Change Management work activities.

●Had continued education on IMS, LTE, IP networks.

●Was Ericsson contractor from 1/2012 – 6/2012

3/2009 – 1/2012 Cricket Communications, Elkridge, MD

Cellular Technician

●Lead Central Office / Switch technician for all maintenance and repair activities in the facility.

●Provided technical training to junior technician and ensure network performance standards were meet.

●Resolved Ericsson CDMA mobile network, Tellabs Titan 5500 DACS, Genband VoIP, Optic network, Tellabs/Alcatel-Lucent/Cisco routers, BTSs, SS7 network, Power plant, Synchronization, and other equipment issues that impacted 4G call processing performance for the Baltimore, MD office.

●I provide test and install support to 5ESS office, on a needed bases.

2/2003 – 7/2008 Boscov's, Glen Burnie, MD

Department Manager

●Managed a team of commission sales associates.

●Performing management personnel management functions.

●Developed and implemented product display layouts.

●Developed and trained sales associates to maximize sales.

1/2001 - 4/2002 Velocita Corp, Falls Church, VA

Director, NOC

●Designed and created the Network Operations Center for this start-up CLEC.

●Provided technical support and training for Cisco 15800/15808 and 15454 Fiber Optic/IP network.

●Hired and developed SOPs for: 2nd Level Ops Engineering, Network Surveillance, Network Security, Network Maintenance, Change Management, Customer Service Support, and Network Provisioning within the NOC.

●Negotiated SOPs and Best Practices with various departments.

●Participated in various task forces addressing technical and non-technical issues.

●Utilized a board variety of programming software for various OS servers.

●Designed Product and Services presentations for Executive Management and Major Corporate Customer Accounts.

●Supported Sales on customer RFP and NOC tour

●Created department Capital and Operational Budget.

●Managed Operational expenses within or under Budget.

●Negotiated vendor support contracts.

11/1999 - 1/2001 Espire Communications, Inc, Herndon, VA

Senior Manager, NOC SMC

●Performed hardware and call processing trouble resolution support for network operations for a CLEC network.

●Resolved all CDMA /VoIP call processing performance issues.

●Provides training to my team of technicians responsible for 5ESS and other equipment Surveillance / remote maintenance / customer incident report resolution.

●Responsible for 2nd Tier Technical Switch Support for Network OPS.

●Successfully developed a team to provide premier customer service with a "CAN DO" attitude.

●Developed Advance (Expert System) Network Management Tools to prevent and reduce customer service outages.

●Supported Network Operations and the Sales teams.

●Negotiated SOPs & Best Practices with Network Operations.

●Negotiated vendor support contracts.

6/1998 - 9/1999 Sprint, Greenville, NC. (NOC Technical Analyst)

9/1996 - 7/1998 Self Employed, Apex, NC

9/1985 - 7/1996 MCI Telecommunications, Cary, NC (NOC Manager)

3/1984 - 8/1985 GTE Sprint, Cooksville, MD. (Technician)

6/1978 - 3/1984 USAF, Andrews AFB, MD (Technical Control Technician, E-5)

PROFESSIONAL EDUCATION

Capitol College

Master of Science in Internet Engineering

Completed in December 2013, GPA 3.90

Kaplan University

Bachelor of Science in Information Technology

Completed in May 2007, GPA 3.75

York College of Pennsylvania

Completed 100 credits toward a

Bachelor of Science in Business Management

Rutgers University

Organizational Management Program

Supervisory Development Program

Cisco Certifications:

CCENT / CCNA / CCDA in August 2008

CCNP (Passed Routing and Switching. Pursuing Trouble Shooting)

Corporate Training:

Ericsson LTE Network, Ericsson CDMA Network, Ericsson BTS, Genband, GSM, Cisco DWDM equipment, 15800, 15808, 15454, ASR 9k, 7750, 7k, OC-X, DS-X, MPLS, DMS250, 5ESS, SONET, STP, Alcatel 600E, Alcatel/Tellabs Routers, DACS, ATM, VoIP, TDM, Frame Relay, TCP/IP, ISDN, CCS7, SS7, Cisco Routers, VOIP, DNS, M-MGW, MME, PGW, NAP, IP, VLAN, WAN, VPN, routing protocols, LDAP, SNMP, UNIX, Linux, Oracle, SQL, FTP, ISUP, SMS, SIP, Routers, Hubs, trouble ticket systems, Remedy, Clarify, Granite, Network Management Platforms, SOW’s, MOP’s, PBX, Active Directory, NT Server, and others.

Microsoft Software: Access, Excel, Word, Outlook, Power Point, Visio, Front Page,

Other Software: Dreamweaver, HTML, XHTML, MySQL, VB.Net, ASP, JAVA.

I’ve attended numerous interpersonal skills training classes such as: Management Effectiveness, Effective Writing, Process Management, CFM Statistical Process Control, Managing Quality Improvement, People Skills, Elements of Writing, Managing the Challenge of Change, Success First, Seven Habits of Highly Effective People, Negotiation Skills, Effective Listening Skills, Selection Interviewing, Assertiveness workshop, Situational Leadership, Leadership, Management Seminar, Project Management, and others.

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