Customer Service Technician

Frank Bertucci

*** ******* ***** ***** *****, PA 215-***-**** 610-***-**** ********@***.***

PROFILE

Results-driven and well rounded field technician with 12 years of telecommunication experience. Proficient in T-1 lines, Telephone lines, configuration of CSU/DSU’s, T-Berd 2209, PRI and BRI test sets and Tempo sidekick.

Excels in all environments and dedicated to ensuring project completion and customer satisfaction.

PROFESSIONAL EXPERIENCE

ERICSSON SERVICES, Pennsauken, New Jersey 2011 - present

Cell Technician

Maintain and repair newly installed Network Vision BTS sites.

Responsible for the upgrades and maintenance of IDEN and CDMA networks of Sprint/Nextel.

Install and test for proper installation of T-1s and fiber connections.

Upgrade CDMA BTS platforms and troubleshoot active alarms.

Drive test and sweep antennas to ensure proper phone and data connections.

Work closely with PSAP (911 call centers) and engineers to resolve issues.

Assigned tickets to repair and maintain cell sites. Troubleshoot, resolve, and update tickets accordingly.

CAVALIER TELEPHONE, Warminster, Pennsylvania 2007 - 2011

Field Engineer

Configure fiber Multi-pluxor (MUX) in co-location.

Install and test Carrier Access Adit 600 for new VOIP products.

Troubleshoot network outages from Cavalier co-locations.

Chosen as lead technician to install new hosted BPX products.

Install Adtran 900 series channel banks and switches from hosted BPX products.

Work with Cavalier Telephone hosted BPX group to test Astra phones and port phone numbers from customer’s current phone carrier.

Upgrade current Cavalier Telephone customers to the Meta Switch.

ATX TELECOMMUNICATIONS SERVICES, King of Prussia, Pennsylvania 2000 - 2007

Field Services Technician

Coordinate site surveys with project planners and PBX vendors for smooth transition from current service into ATX service.

Extend telephone lines and T-1 lines from Verizon D-Marcation to the customer’s location.

Configure DS3 Multiplexer in Verizon Collocation.

Test DS3 with Network operations and Verizon Collocation technician.

Configure and install CSU/DSU’s at customer locations and test with ATX Network.

Convert customers from Verizon’s Network to the ATX Network.

Utilize test equipment and ensure proper framing and coding between ATX network and the customer’s PBX equipment with assistance from the technical support staff.

Communicate and troubleshoot with 5E Lucent switch technicians and Decs 600 technicians.

Configure Cisco routers and pix firewalls for internet, frame relay, point-to-point, and test for connectivity

Maintain local and long distance customers.

Ensure company policies are adhered to when completing procedures for conversions to the ATX Network for long distance and local services.

Perform quality inspections on completed projects.

ACHIEVEMENTS

2000 - ATX Excellence Award

2009 - Cavalier Telephone Top Gun Customer Service Award

2011 - Completed Radio Frequency Boot Camp training course

2012 – Completed Alcatel-Lucent University 9928 Distributed Base Station training course

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