T Mobile Technical Support

Douglas J. Clarke

Poughkeepsie, NY ***** 845-***-****

**********@*****.***

Technical Professional:

Troubleshoot and Resolve Complex Issues in Demanding Telecommunications and IT Environments. Leverage diverse network operations, technical support, and system management experience to drive business goal achievement in dynamic organizations. Draw on leadership strengths to guide and collaborate with cross-functional teams while promoting continuous improvement mindset.

Professional Experience

T-Mobile, USA Inc., Parsippany, NJ (11/2003-12/2023)

Engineer, Technical Support

Tier 2 level support for Nokia 2G Base Station Controllers and 3G Radio Network Controllers Support local switch technicians with HW Replacement activity, SW upgrades and reconfiguring static routes. Perform code loading and reconfiguration of internal HW for BSC’s & RNCs. Resolve site level outages or traffic degradation due to HW issues.

Manage large scale outage bridges with Vendor and multiple support teams where needed to bring Service Impacting issues to resolution across any of T-Mobile’s 2G, 3G, 4G & 5G technologies

Assist with communicating RCA and best practices after resolution of any large-scale outage affecting T-Mobile’s RAN

Nokia OSS Admin functions to ensure user access to respective OSS’s. Perform account creations, resolve user permission issues or re-configure group role permissions as needed

Support of full Nokia NetAct virtual machine suite (HP, VMWare). Monitor filesystem usage and cleanup space as needed. Ensure services are fully running and restart services as needed

Work closely with vendor during SW upgrades, retunes, parameter changes to ensure a smooth maintenance window and resolve any complex technical issues to ensure minimal downtime

Performed audits to ensure correct port labeling and network resiliency connecting 2G ETPA/ETPE cards to Cisco ASB routers and 3G NPGEP cards to Cisco MAD routers

Strong technical competency in multi-tasking, troubleshooting, collecting & analyzing logs, keeping detailed trouble ticket work logs, customer focus, strategic thinking, relationship building, and job mentoring

Strong written and communication skills, working well within a team environment or independently without supervision.

Sr Technician-Network Operations

Provide 24/7 Tier 1 network surveillance and resolution of network faults in T-Mobile’s GSM environment according to assigned regions in a 12-hour shift rotation

Proficient in Nortel & Nokia BSS/NSS technologies

Adhere to strict Service Level Agreements for ticket creation and resolution using Remedy and NetExpert applications

Escalate unresolved network faults to field or switch technicians & Tier II engineers according to T-Mobile’s Network Trouble Management documentation

Assist on-site T-Mobile field technicians with software changes of network elements and head-to-head testing to isolate and resolve network troubles

Troubleshoot Telco transport issues of DS0, DS1 & DS3 circuits using React and Tellabs 5500 DACCS

Report Telco outages to proper vendor using VTAG & EBTA. Provide updates and request escalations per Service Level Agreements

Monitor E911 network elements using EMS and escalate 911 call failures to proper support teams

Awards:

2006 Winners Circle (Tops in Ops) award recipient- Trip to San Diego, CA

2021 Nokia Care Award – Recognition for support, contribution and commitment towards the quality of the Nokia NetAct suite

Analysts International Corp.- Danbury, CT / Client- IBM Corporation, Inc. (04/2001- 11/2003)

Systems Management Professional

Provide 1st and 2nd level LAN/WAN support in a 1000+ node Distributed Server Environment

Monitor network and site functionality of IBM’s internal infrastructure, as well as Global Commercial Infrastructures using a variety of tools & platforms such as Windows NT/2000, OS2, Citrix Metaframe, AIX, SAP, PC Anywhere, Siebel SQL Advantage, Tivoli Netview, Netfinity, and Lotus Notes

Run and monitor backups using Veritas BackupExec and ExecView and various other projects as assigned

Identify, categorize, and escalate all critical connectivity and functionality issues in accordance with established technical procedures

Provide application support and basic NT Administration to multiple internal and commercial Help Desks

Accurate logging and follow through of all technical problems utilizing Manage Now, CPMA, and McAfee Help Desk solutions

Attended training sessions for ISO 9000 Support Documentation, Change/Management & Security Process, and FDA Compliance

Microcast, Inc Danbury, CT (02/2000-10/2000)

Customer Support Analyst / Desktop Support Analyst

Provided Phone/Desktop Support in a 200+ user Windows NT environment

External Technical Support for problems related to Microcast’s Streaming Media

Administrator of ServiceWISE Help Desk tracking system running on NT Server

Troubleshooting MS Office applications, Real Player, Media Player, Internet Explorer, Netscape Navigator, light MAC experience, and printer problems

Troubleshooting network connectivity on desktops, laptops, and dedicated edge servers

Provide coverage in all other areas of Support Services (e.g. Quality Assurance, Web-Operations and Networking)

Education

Graduated from Arington High School -Class of 1992

Manufacturing & Technology Institute - Poughkeepsie, NY (09/2000-12/2000)

Unix System Admin.

Installed and configured Sun Solaris 8.0 and customized CDE

Knowledge of NFS performance monitoring, backup/restore, job scheduling, user/group management, and file permissions & security

Configured TCP/IP in a client/server computing environment to test telnet, ftp, tftp, and rlogin sessions

Knowledge of Korn shell scripting in vi editor to automate system utilities

Initial set-up of Apache Web Server and configure basic authentication and security

Manufacturing & Technology Institute - Poughkeepsie, NY (08/1999-11/1999)

Certified LAN Technician

Implement, maintain, and troubleshoot Peer-to-Peer and Client/Server networks

Knowledge of Novell NetWare 5 and Windows NT Server 4.0 Local Area Networks

Windows 95/98, including Peer-to-Peer with file and print sharing

Experience troubleshooting PC hardware and software conflicts

Knowledge of TCP/IP, NetBEUI, and IPX/SPX protocols

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