Robert Torres **** Harvard Dr. Grand Prairie, Tx, 75052 972-***-**** ad2ziy@r.postjobfree.com LinkedIn: [LinkedIn.com/in/Robert-torres-]

Summary: Highly motivated and self-directed Surveillance Engineer with 10 years of experience ensuring network reliability. Skilled in surveillance, testing, analysis, and maintenance of transport equipment. Recognized for exceptional troubleshooting abilities, customer care escalations, and leading teams to resolve outages. Highly skilled network communications professional with expertise in planning, preparing, and installing connectivity for voice and data products. Seeking a challenging position to utilize my experience in network provisioning, troubleshooting, and equipment installation to contribute to the success of a dynamic organization.

Experience:

Network Technician 5/2013 - 3/2023 AT&T, Las Colinas

Performed surveillance functions, testing, analysis, and maintenance of transport equipment, ensuring network reliability for IPTV, High-Speed Internet/DSL, VOIP, and other Internet services.

Isolated, troubleshooted, and resolved customer care escalations, ensuring timely resolution and customer satisfaction.

Conducted required maintenance by analyzing output messages of systems, trouble indications, and customer trouble reports, promptly correcting malfunctions.

Maintained detailed records and reports of findings, facilitating accurate analysis and improvement recommendations.

Plan and prepare network installations by analyzing customer orders and technical specifications, ensuring equipment, supplies, and materials are available.

Install and configure a variety of voice and data products, including routers, switches, and multiplexors.

Conduct testing of remote telecommunications equipment and activate remote access tools.

Collaborate with vendors, telecommunications carriers, and contracted agencies to coordinate network installations.

Can understand and update Circuit Layout Records and installation diagrams using core tools.

Verify service by conducting tests of circuits and equipment and resolving alarms and issues.

Troubleshoot and resolve network issues, ensuring proper functionality and performance.

Test network backup procedures and update the documentation accordingly.

Maintained strong customer rapport by addressing concerns, resolving issues, and aiding.

Recognized for expertise and leadership skills, appointed Team Lead to handle presidential escalations, providing effective resolutions.

Technical Support Representative II 4/2011 - 5/2013 AT&T, Richardson

Specialized in business customer, technician, and IPDSL accounts, addressing technical issues and providing configuration support.

Assisted field technicians with installations and repairs, running tests and troubleshooting to resolve issues promptly.

Served as a primary point of contact for customers, ensuring excellent technical support, administration, maintenance, and configuration for network, telephony, and computing devices.

Collaborated with other departments, offering information, and answering queries to support efficient operations.

AT&T Customer Service Technician 04/2006 - 04/2011 AT&T, Carrollton

Installed and repaired plant infrastructure, including coaxial cable, fiber optics, power inserters, and satellite receivers, ensuring service reliability.

Provided on-call duty as a primary and secondary technician, responding to outage situations and adhering to escalation policies.

Educated customers on equipment usage, receiving commendations for exceptional customer service.

Developed standard operating procedures for tap audits, service outages, and cost-saving proposals, contributing to company growth.

Installer 05/2004 - 04/2006 SBC, Carrollton

Installed Direct TV and Dish satellite receivers, ensuring proper functioning and customer satisfaction.

Educated customers on equipment usage and promptly resolved issues through troubleshooting and ticketing processes.

Install Technician 8-2000 - 5-2002 Lucent Technology, Dallas

Installed telephone switches in central offices, running coaxial, switchboard, and fiber optic cables.

Installed power bays and ran and installed the power to the switches.

Led a team of 4-6 technicians, assigning job duties and ensuring timely completion of projects.

Delivered parts to other locations as needed, demonstrating strong organizational and communication skills.

Education:

ACI Learning 11-2023 – 1-26-2024

CompTIA Network+

CompTIA Security +

CCNA

Associate Degree in Applied Science Electronic Technology Mountain View College 09-1999 - 05-2003 Certification in Fiber Optical Splicing

High School Diploma South Grand Prairie High School 1994-1998

Skills:

Strong knowledge of network provisioning and connectivity activation for Layers 1, 2, and 3.

Proficient in TDM/SONET/Ethernet design, engineering, and provisioning.

Experience with various vendors' equipment, including Cisco, Juniper, and Ciena.

Familiarity with SONET/Network Equipment, such as Adtran, Cisco, Lucent, Fujitsu, Juniper, and Ciena.

Skilled in using and operating remote test equipment and diagnostic software.

Exceptional problem-solving and troubleshooting abilities.

Excellent communication and interpersonal skills.

Detail-oriented with strong organizational and time management skills.

Proficient in using Windows, Word, Excel, and related PC applications.

Network Surveillance

Troubleshooting and Analysis

Transport Equipment Maintenance

Customer Support and Escalation Handling

Team Leadership

Technical Support

Communication

Problem-solving

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