Customer Service Support

***** ***** ***** **, ****, TX.

PHONE 630-***-**** • E-MAIL ************@*****.***

RICHARD WILLIAMS

OBJECTIVE

Telecommunication / Networking Specialist with 14 years of experience, looking to further my career with stable company that can utilize and expand my proven abilities in providing support within telecommunications field. Looking for a company that promotes from within and recognizes achievement.

SUMMARY

11 years of broad based experience in telecommunications / networking field with a demonstrated history of strong hands-on technical support and trouble-shooting abilities. Dedicated team player with excellent communication and interpersonal skills; including successful track record of effective communications with technicians, vendors and clients to troubleshoot and resolve trouble-ticket issues on both provider and client side. Solid experience providing remote Telecom/Networking support with almost 4 years of effective Call-level-2 support, including creating trouble tickets and handling trouble-ticket escalation (within both Remedy and JAM Ticket systems), and also dispatching techs to client locations. Almost 3 years working experience providing support within Data Center. Over 4 years of solid experience supporting 5ESS switching systems (including some LCS). Solid understanding and good working experience with most types of voice and data testing, including strong knowledge of ISP network topology. Proficient in supporting PBX’s, central office mainframes, power cable, TCP/IP, LAN/WAN, and multivendor router configurations,(including supporting variety of Cisco switches and routers), and Performing T1 or local access trouble isolation. Good understanding and working experience supporting VoIP Technologies, including hands-on install/deployment experience of IP Telephony systems.

Extensive hands-on installation, repair and support experience, (including wiring/connecting, maintaining POTS lines, T1’s install/support, cable splicing, outside phone facilities, installing demarks, and installing and repairing Cat 5e wiring). Experienced in testing of computer hardware and software, and configurations of desktop and laptops. Very proficient in Microsoft Office, Outlook 2003, SAP, Server 2003 and Cisco & Lotus 8 knowledgeable.

WORK EXPERIENCE

CSI Companies/HCA Houston, TX 3/16-11/16

Tier III Telecom Support

Working with voice and network engineers to implement Cisco phone system over four different hospitals for HCA

Collecting database information from multiple locations to verify specific information

Installing VG 350 & 310 and making analog cross connects

Working with various vendors to install PRI/MPLS, upgrading network equipment to specification and verifying and making cable runs

Making all add, moves, and change within CUCM 9.5. Including building new profiles and working on CER.

Verifying VLAN information and configuration of Cisco 3850’s

Insight Global/Sysco Foods Houston, TX 3/15-2/16

Assistant Telecom Engineer

Working to migrate both Cisco and Avaya phone Systems to Sprint HCS.

Collecting database information from multiple locations to verify specific information

Working with various vendors to install PRI/MPLS and upgrading network equipment to specification.

Working with helpdesk to do troubleshooting and making any adds, moves or changes before and after cloud migration.

Insight Global/Enterprise Products Houston, TX 9/14-2/15

Telecommunications Specialist

Responsible for all add, moves and changes within the Avaya PBX.

Maintains network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation. Plans network installations by studying technical specifications; preparing an installation schematic.

Establishes voice and data networks by programming features; establishing interfaces and integrations; following industry standards; activating remote access tools.

Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; conferring with engineers.

Maintains safe work environment by following standards and policies.

Updates job knowledge by participating in educational opportunities; reading technical publications.

APEX/Ericsson Houston, TX 3/13-9/14

LTE/RF Engineer

Troubleshoot and resolve base station issues (execute provisioning scripts, configure files, and make parameter changes) to support the deployment of CDMA base stations.

Respond directly to calls and requests into the call center and troubleshoot problems as well as support internal teams with maintenance activities.

Troubleshoot and resolve CDMA cell site alarms.

Ensure base stations are operational via pre-checks (alarms cleared, hardware in service, etc., sites ready for RF teams, and live traffic)

Resolve trouble tickets in a timely manner.

Interface directly with deployment and development teams to resolve site problems

Execute procedures and tools in place to support on time RAN delivery

Provide operations support in real time to the RF team in their optimization activities by creating as well as running work orders and executing requests to make parameter changes as needed.

Provide 24x7 Remote Support if needed. Availability for shift work and weekend on call activity is required

Collabera/JPMorgan Chase Houston, TX 3/12-3/13

Telecom Specialist/Helpdesk

Taking ownership and resolving tickets from Peregrine/Vulcan ticketing system

Creating and unlocking profiles within Active directory within 2003/2008 servers

Remote troubleshooting of LAN/WAN connectivity using Citrix and remote desktop

Providing detailed information regarding resolution or upon transferring to tier 3/GNOC support for further troubleshooting

Troubleshooting Cisco/Avaya VOIP phones

Managing and troubleshooting profiles within Cisco Unified Communication Manager(CUCM), and Avaya PBX

Troubleshooting and installing Cisco UDPC, Avaya 1x, CMS, Coverage paths, and VDN

Testing and configuring of LAN/Wan connectivity and POE within Cisco switches

Working to resolve voicemail issues within Avaya Intuity or Modular Messenger

Working with vendors to repair or replace hardware at customer premise

Testing and troubleshooting analog and digital lines for fax

Viva-IT/Motorola Arlington Heights, IL 12/10-3/12

Service Desk

Answer incoming calls to the CNRC customer service desk

Obtain caller information in detail to identify the caller’s location and pertinent information to open, update or close Service Requests.

Provide tier 1&2 tech support for CDMA Network across different platforms Including Cisco, UNIX & Nortel and LAN/WAN connectivity before handing off to engineer.

Using Citrix, REACT and Java Remote desktop to troubleshoot LTE equipment and remote T1 testing.

Working resetting logon passwords within active directory.

Understand and Demonstrate proper use of the telephone system and hunt groups used to reach support engineers. This includes setting up conference bridge lines as required for support issues.

Monitor E-Mail account and handle E-Mail disposition when scheduled and log information in E-Mail tracking worksheet. This includes opening, updating and closing Cases in Remedy, WFM and Clarify ticket systems based on the E-Mail requests received.

Assist with maintaining current documentation. This includes assisting in developing and making changes to existing processes as instructed.

US Cellular Bolingbrook, IL 12/09 – 10/10 Data Technical Support

Internal and external level 3 support of Blackberry and Window devices. Which include programming, syncing email and pc’s to devices, and extensive troubleshooting.

Troubleshooting connectivity to CDMA networks and Data issues

Using tools such as Log Me In Rescue to help customers configure MAC and Window pc’s and installing and troubleshooting wireless devices.

Configuring email setup and syncing of contacts and calendar within MS Exchange

Resetting enterprise & VPN passwords and creating GPO’s within active directory/Server 2003

Monitoring and configuring Lucent and Nortel switches.

Consistently monitoring wireless network and creating Remedy tickets for engineers or techs.

Deleting and adding VLR and HLR within the switch.

Resetting passwords and editing users within the company domain

Apex / NAL Worldwide Addison, IL. 5/09 -10/09

Telecommunications Repair Technician/Contractor

Troubleshoot, repair, and test telecom equipment such as Adtran, Nortel, Lucent, and AT&T devices.

Verified repairs by testing unit in the appropriate test bed.

Prototype assembly involving electrical and electronic components.

Prototype PCB assembly using SMT components

Work effectively in a team environment to support new product development through all phases of the development process.

Interface with other operational disciplines including quality, Integrated supply chain and manufacturing during the development process.

PCS/AT&T Chicago, IL 9/07-10/08

Technical Support Technician / Project Program Management/Contractor

Worked closely with engineers to ensure outside cable facilities were tested, repaired, and maintained properly and also provided hands-on in-house tech support for internal staff.

Conduct and retrieve test results for fiber optic and POTS lines

Utilized engineering software such as Field Engineering Interface (FEI), Job Administration Management (JAM), and Project Lightspeed Tracking Database (PLTD).

Coordinated with field managers and techs to arrange onsite testing and programming.

Provided effective Data Center level-1 / level-2 phone support for techs, field mgrs, and engineers, including trouble-ticket resolution and escalation (using both Remedy and JAM)

Troubleshooting LAN/WAN connectivity to local network

Pro Staff/Cisco Systems, Naperville, IL 11/05 -9/07

Tech Support / Fiber Optics Technician/Contractor

Perform installation, maintenance, trouble isolation and repair of fiber optic networks

Conduct head-end test and LAN/WAN connectivity on CISCO switches and routers

Provided effective Data Center level-1 / level-2 phone support for techs and vendors,

Trouble-ticket resolution and escalation (using both Remedy) .

Performs programming such as PRI, opening ports, and assuring correct IP commands.

Worked with 2500, 3745, and 3640 series routers and 1900, 2950, 3550 series switches

Volt Telecommunications Group, Chicago, IL 12/03-12/04

Tech Support / Telecommunications Specialist (MCI)

Perform installation, maintenance, trouble isolation and repair of xDSL, T1’s and Telecommunication Circuits, 5ESS, and equipment.

Solid experience providing support for Class 5 (5ESS) switching systems

Install, configure and troubleshoot various Customer premise equipment (routers, switches, bridges, laptops, desktops, and modems)

Responsibilities included providing direct customer service and tech support for clients

Install various categories of inside wiring / proper terminations such as jacks, cross connections, etc.

Perform installation of network interface cards and network integration, including the installation, testing and repair of Ericcson, and Alcatel radios and test beds.

Testing of circuits using suntest meter and various other testing procedures/equipment

Installed VOIP equipment such as Avaya TDM, Cisco, Linksys, and Polycom.

Provided effective level 1 remote support for customers, including trouble-ticket resolution (using Remedy), and dispatching of techs to client site

EDUCATION

College Of Du Page, Glen Ellyn, IL

Electronics technology/C.I.S

Studied Electronics and Information Technology

Currently working on B.S. in Information Technology

ACCREDITATIONS

U.S. Army Electronics Engineering 08/1993-08/1995

Certified journeymen of Telecommunications and Basic Electricity

A+ certification, MCP and soldering cert

Lucent Telecom Program 6/2000

Ameritech Cable Repair Certification 9/2001

Currently have CCENT, in process of obtaining CCNA

MILITARY:

Honorable discharge US Army 1995

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