Customer Service Network
Resume:
Teddy E. Ross
Dallas Ga. ***57
**********@*****.***
Profile
Detail-oriented IT professional with over fifteen years of experience as a telecommunications specialist and systems/network technician.
Excellent written and oral communication skills.
Strong interpersonal skills with training in team building.
Qualifications
Over fifteen years’ experience in the IT field as a Network Engineer. Supported various Telecom and Data Centers, which provide 24x7 communication coverage. Working knowledge of Win95, 2000 and XP, Unix (Sun Solaris), DOS, AutoCAD, Visio, Remedy, FrontPage 2000, FIREBERD 4000-6000, NMS-5000 Link Net View/HP Openview, Sitescope, Call Managers, Nuance Servers, VXML Gateways, ITM SNC, INC, CSU/DSU’s DS1, DS3 circuits, IDNX 20/70/90 multiplexers, Lucent SONET equipment, i.e. Wavestar 2.5 G, DMX, OC-48, OC-12 and OC-3’s. Familiar with MRV DWDM’s and CWDM’s equipment and devices. Familiar with cryptographic equipment and Stu’s. Have configured and maintained various Cisco routers including; 7000, 3000 2000 series routers. 6500 series Catalyst switches. Configure, maintain and, troubleshoot Cisco Nexus 9000, 7000, and 5000 Configured and maintain Call Manager platform devices. Configure and maintained Avaya call platform. Familiar with Juniper M20 series and Riverstone routers.
Clearance: Expired Secret Clearance, Expired Top Secret Clearance with Special Background Investigation (SBI), Secret Compartmented Information (SCI) and Polygraph
Employment History
IT Administrator 2008-Present
Cox Communications
Alpharetta, Ga.
Configure monitor and maintain Cisco Nexus/Catalyst switches and routers
Create/Update and publish network/load balancer diagrams and configurations
Assist network users be creating instructional how to guides, technical direction, and limited training
Provide best practices and work with vendors to resolve issues and improve the network and application load balancers
Perform daily network administrative tasks such as device configurations and troubleshooting customer issues
Provides technical support for the company internal network by collaborating on design and maintaining the infrastructure (application load balancers)
Identifies problems and possible solutions and takes appropriate action to resolve more complex, less clearly-defined issues
Configure, maintain and troubleshoot Cisco Call Manager, Cisco Unity and Cisco VoIP Gateways and Gatekeepers.
Responsible for the complete process of Call Center Voice infrastructure operations and support, including systems monitoring, analysis and maintenance, security, configuration and troubleshooting.
Responsible for the monitoring and troubleshooting of various computing platforms such as, Unix, AS400, NT, and Applications such as Cisco IPCC, UCCE, E-Talk, EWFM, IVR Speech recognition, Predictive Dialers, ACD’s along with monitoring network elements.
Assists field personnel through technical problem resolution as required.
Gathers and analyzes outage activities to identify trends and ensure alarm/fault conditions are resolved promptly.
Identify training and knowledge in areas key to improving customer service and job performance.
Creation of documentation for procedures responsible for verifying the accurate transfer of data sent and received by other parties.
Working together with other department personnel as a team to ensure all customers, both external and internal has all of their IT processing needs met.
Travel as necessary to support the business needs.
Senior Network Center Operator 1998-2008
Georgia Public Web
Marietta, Ga.
Support a 24x7 Network Operations Center by troubleshooting network problem, dispatching inside/outside plant personnel and assist in the coordination of all scheduled and non-scheduled outages
Provision, configure and assist in the installation of DS1, DS3, OC3, OC-12, and OC-48 equipment and circuits on SONET based and IP based equipment.
Configure and provision router equipment and circuits on the DS1 and DS3 level.
Monitor the local and national forecast using real-time weather server.
Tier4 POC for data network troubleshooting
Data Center Operator 2005-2006
U.S. Army Reserves
Fort Macpherson, Ga.
.
Performed network troubleshooting on user’s PC and laptops.
Perform fault isolation, correction, and testing task to ensure signal flow and linkage.
Identified and corrected circuit outages.
Engineering Technician II/Network Controller 1997-1998
QuesTech Service Company (Naval Research Lab)
Chantilly, Va.
Supported a 24x7 NOC, by monitoring and maintaining voice and data communications using digital/audio patch panels, IDNX, FIREBERD 4000-6000, and related network management tools.
Isolated and resolved circuit, channel, link, and equipment anomalies for a wide range of communications equipment and systems
Provided network fault isolation analysis for various LAN and WAN Network links.
Scheduled, coordinated and established video and teleconferences for point –to-point and multipoint bridge conferences.
System Technician 1995-1997
National Security Agency (U.S. Army)
Ft. Meade Md.
Managed cryptographic equipment and performed changeovers (e.g., KG-81, KG-84, KG-194, KG-94, KG-95) and maintained restricted equipment and keymat inventory, and documentation.
Performed network troubleshooting which consisted of fault isolation, correction, and testing to ensure signal flow and linkage worldwide.
Identified and corrected circuit outages
Data Telecommunications Operator
U.S. Army
(Worldwide)
Trained mid-level supervisors and new staff members on the operation and proper use of the Tactical Autodin Switch Center (TYC39a)
Selected to be Mission Controller for the Ft. Huachuca Station a position usually designated for higher ranks.
Assisted in the setup and supervision of operational phases of a video teleconferencing link with no prior experience, which led to a successful presentation through secure channels
Established links created and installed new database to support the completion of a critical training mission.
Maintained and responded to message service requests, provided continuous message distribution and collection serves
Received laudatory comments and achievement awards from supervisors and executives whom support was provided.
Education
Morgan State University, 1990-1992, Major: Computer Science
Telecommunications Course, 1993, (U.S. Army)
Novell Certified Network Administrative Course, 1997, Strayer College
Local Area Network (LAN) Course, 1997
Integrated Digital Network Exchange Operation Course, 1998
Network and Communication Management DeVry University Associates Degree
Certifications
Cisco Certified Network Administrator - CSCO11452526
Cisco Certified Network Administrator Security - CSCO11452526
Cisco Certified Network Administrator Data Center - CSCO11452526
Cisco Certified Voice Administrator– (Under Study)
Juniper Certified Associate - JNCIA-JUNOS – 263093698
Juniper Certified Internet Specialist – JNCIS-SP – (Under Study)
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