Service Customer
Resume:
Steven Terry
Fuquay Varina, NC 27526 919-***-**** *********@*****.*** https://www.linkedin.com/in/steventerry1
Professional Summary
To excel in a position where I can leverage my broadband, voice, video, data and managed services technical support experience in a collaborative environment and provide customer service support, provisioning to customers by ensuring total service connectivity and delivery.
Core Competencies
Digital Terminal Technician Field Technician DS1,DS3,OC3,T1, T3, ATM, DSL, FIBER OPTIC, ETHERNET Design Implementation Multiplexing Provisioning Frame Relay, IP, DACS 1/0, 3/3 MPLS LAN/WAN WAP CAT5E TCP/IP PBX VOIP, SIP, SS7, PRI, FXS, FXO, E&M
Experiences and Achievements
FIOS Senior Operations Architect 02/2016 to 11/30/2016 Mercury Z - Cary, NC
Knowledge of Verizon’s frame-relay, IP, SMDS, ATM, MPLS (QOS, NNI on stratacom and Baynetworks, Cisco and Juniper backbones. {Verizon, Sprint, Qwest}, OSPF, BGP, LDP) and VOIP protocols (QoS, Hosted PBX Call Management {PoE switches, VLS}, and Softphone) over T1, DSL, and Ethernet (Metro E, Ether loop).
Strong experience and knowledge with CPE/Installations OCU/CSU/DSU/SPLIT-T, CHANNEL BANKS, WIRING, ROUTER.
Strong experience with provisioning, configuration and testing DACS Titan 1/0, 3/3, multiplexing DS0,DS1,DS3 and other aggregation devices. The knowledge of working MUX messages, CLR and DLR with LEC and internal POP locations building circuit end to end provisioning.
High level configurations with LINE CODE AMI/B8ZS, B3ZS, D4 and ESFof the Elite Specialist on products and services for Verizon working with numerous internal departments during service delivery.
Managing vehicle and maintenance records and telecom supplies and equipment. Face to Face customer interfacing during site visits for surveys and gather requirements for a successful service delivery experience and meeting customer objectives.
Knowledge of ATM, MPLS, VOIP, and IP associated protocols with 10 year’s experience..
Knowledge of T1 DACS equipment, ADTRAN, CISCO, Centest, Motorola, Lucent, Alcatel, ERI, TDAX, Tellabs. 10 years of experience.
Written/verbal/troubleshooting and good interpersonal skills.
Voice knowledge of Verizon’s Northern Telecom DEX-600E, DMS 250, 5E, DMS, Sonus, Sylantro (Insert Facilities and Voice).
Performed and assisted expert knowledge in local exchange carrier facilities (aka last mile), which can be circuit designs, equipment configuration, and conceptual knowledge behind how the network equipment works together to provide service to the customer premise.
Provisioned, Configured and turn up new Verizon ETHERNET (EVPL) service, configuring multiple EVC’s across the network backbone and beas box with FT’s.
Performed logical changes to QOS settings based on client network design requirements.
Perform telephony adds, moves, changes and trouble shooting in Version 7 of Cisco Communications Manager.
Configure and Multiplexed transport equipment (Rockwell Collins, Kar-Kar, Fujitsu) speeds of DS1, DS3 circuits during test and turn up. (Framing-D4, ESF, Line Code, AMI/B8ZS and DS3, B3ZS optioning).
Configure switch ports, groups and DTC on Nortel switch, DMS-250 and Dex-600E during new installs and turn up routed over CCS7 translation backbone.
Installed RJ-11c, RJ-45, RJ-48 and 66 Blocks punch-down to customer in-house wiring.
Installed Cat5 cable, crimped and tested end to end each cable run with Ethernet and cable tester tools.
Experience working circuit layout records (CLR) and design layout records (DLR and submitting Access service records (ASR) with e-bonding systems between ISP and LEC provisioning and ticketing systems i.e. SIMPL, Citrix-DPI and Viryanet platforms.
Strong LAN/WAN design and implementation requirements and concepts with CSU. DSU, Router and Switch ports..
Strong Wan transport implementation, configuration and troubleshooting experience with DS0,DS1,DS3,ATM,SONET and ETHERNET transports.
Strong experience with using Firebird and T-Berd test sets running digital test patterns during test and turn-up and maintenance ticket scenarios.
Monitor and respond quickly and effectively to requests received incoming calls via Field Technicians.
Provide Tier 2-3 helpdesk support and resolve problems to the end users at customer premises.
Led a team of 32 FIOS technicians providing FT support, configuring Optical devices to include handling service inquires, isolating and engaging tier 3 support groups.
Perform provisioning, Installation, test and turn-up over Fiber Optic transport of data, voice and video applications on Verizon and Frontier transport systems, (Tellabs, Alcatel, Adtran, and Calix) to include CLEC facilities CLLI’s, PON’s and telephony switching Optical Line/Network Terminal equipment.
Ran Cat5 cable, installed, crimped and tested end to end each cable run with Ethernet and cable tester tools from server patch panel to each end user workstation and VOIP phone.
Configured switch ports on Vonage, Avaya and PBX and switch software, to include, assigned users to each port and extension within phone directory.
Configure ISP gateway router with customer assigned static IP’s, generate ARP and creation of router profile within Cisco and Juniper routers to include provisioning TDM and VoIP configurations.
Provisioned and configured new VOIP port connections within ACD and SIP Trunk for new VOIP connections per client requirements.
Configured new user connections within Avaya CM software ONE-X to include building agent and extension ID’s for accepting inbound calls.
Provisioned, Configured DSL, ADSL and VDSL on DSLAMs for new customer installations.
Provided new hire training to agents increasing their knowledge and abilities providing superior service delivery to customers.
Improved process by creating forms for the organization, increase requests and communications using Google forms, sheets and documents.
Install, test and configure new workstations, peripheral equipment, software and deploying local image updates, deployed from local server to local user workstations.
Configure switch ports on Vonage, Avaya ACD and PBX to include Adding new users with ONE-X switch software.
Technical Consultant Manager 03/2012 to 03/2015 Accenture – Cary, NC
Responsible for providing subject matter expertise as a technical consultant offshoring Verizon’s managed services product and knowledge transfer to two offshore locations within India and Manila service centers.
Strong customer interfacing experience to include internal and external data center support.
Configured Cisco, Adtran and Juniper routers manually within subnet management provisioning tool for customer new and change implementations.
Experience in span line fundamentals and circuit diagnostics, along with circuit testing, and evaluating DS1-DS3 fault management, during new installations and maintenance tickets.
Provisioned new network routes per Multiplex Message instructions. Building DXC 1/0 X-Connects and wiring M13 to switch port panels DS1&DS3 level.
Strong experience as a Field Technician Installed, tested and serviced all types of telephone equipment including jack installation (RJ-11C, RJ-45, and RJ-48), cross-connections, patch panel implementations and service work.
Installed, Activated, maintained and supported voice/data applications and supported testing and troubleshooting for various products and bandwidth i.e. Analog circuits, Digital circuits, Switched 56, contiguous bandwidth, 56k, 64k, multi-rate, T-1, T-3, NXDS-1, Sonet, Ethernet transport and backbone networks.
Submitted ASR’s and DLR’s to LEC’s and PTT’s to include e-bonded provisioning records and (CLR’s) circuit layout records to meet scheduled interval without penalties.
Provisioned and multiplexed new circuits using multiplex messages instructions, CLR’s and making network Ds0-Ds3 cross connects on multiplex equipment including M13, Rockwell Collins, Kar-Kar and Fujitsu and broadband DXC 3/3 equipment.
Provisioned and multiplexed circuits based on multiplex messages and instructions related to design and implementation with a concentration on customer diversity requests for routing.
Identified billing system issues for client, resulting in customer credits in excess amount of 25k.
Received numerous client letters of appreciation for going above and beyond expectations and identifying client costs in savings.
Managed Services Implementation Manager 03/1999 to 04/2012 Verizon – Cary, NC
Gathered customer requirements and Designed/Implemented network diagrams and written and verbal descriptions to effectively implement sites on network typology for routers and switches (Cisco, Juniper and Adtran).
Created network typology diagrams using VISIO mapping out all global locations (ROW and EMEA) to include provided redundancy circuits and out of band pots lines.
Designed and Implemented each site during scheduled customer window to ensure all users were turned up and able to access all network printers and remote server databases for billing.
Configured and completed 3 site, proof of concept to prove design and DBU solution is operation prior to adding live traffic via SSH and TACAC’s secure connectivity.
Configured on Juniper edge routers, VRF’s, Tunnels and tagging for Government agencies, new provisioning and implementations.
Led a team of domestic and International engineers assigned to projects and migrations for special project enterprise customer base.
Created scripting for quick customer site addition and quick deployment for go live traffic implementation, using systems; Netpro, Meca, TMS, Hyperlink, SNM, Subnet Manager Tool.
Configured new sites with BGP, IBGP, EBGP, OSPF, and RIP for all customer site additions.
Configured new access list and modify per customer requested requirements.
Deployed MD5 key implementations for Government agencies over Juniper router backbone and ISP edge router typology.
Replaced router and switch hardware during end of life and hardware upgrade projects.
Performed changed management during scheduled customer requested windows.
Managed, monitored and resolved organizational issue escalation process, intercepted escalations before reaching executive level without hesitation, resolving customer issues.
Performed data analysis and provided recommendations to achieve client on-time delivery intervals by 10% per month.
Received Employee awards (Above and beyond, Peak Achiever and Ambassador Club) recognition.
Received above & beyond, Peak Achiever and the Ambassador top achiever awards.
Education
Bachelor of Science: Information Technology University of Phoenix - Raleigh, NC
Attended Courses : Computer Science University Of Maryland - College Park, MD
Radio Teletype Operator: Communications United States Army - Fort Bragg Military, NC Good Conduct Medal, NCO Professional Development Ribbon, Army Service Ribbon, Airborne Parachutist Badge Army, Overseas Service Ribbon, Expert Badge with Auto Rifle Bar Army Lapel Button, Morse Code Certified 25 words per minute Certifications
ITIL Foundation V3
CCNA - Pending
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