Career Summary

Motivated and technical professional with experience in the telecommunication, hardware and software support and defense field. In-depth experience in technical support, project management, training staff on policies and operations, and developing standard operations procedures. Proven ability to perform well under pressure with excellent leadership, management, interpersonal communication, customer service, and problem-solving skills.

Professional Experience

FAMILY BUSINESS / STORE MANAGER

Menchies Frozen Yogurt - Pico Rivera, CA Jan 2016 – June 2023

Assumed family business following death in the family. Responsible for overseeing and managing daily store operations. Hired, supervised, managed, and trained staff. Revamped and strengthened merchandise sales. Headed and ensured compliance with safety and health regulations. Managed the store budget, conducted P&L reporting, and created and implemented a store website along with social media platforms to accelerate sales.

Selected Achievements:

Created a store network to sync the POS system with the merchandise ordering system and 3rd party delivery.

Designed and launched a store website to boost awareness to local schools and companies which increased sales by 30% over 3 years.

Promoted the store through local events such as Chamber of Commerce and City Events.

Created Community awareness by promoting the store through different social media platforms.

NOC ENGINEER

Boingo Wireless – Westwood, CA Jan 2015 – Dec 2015

Monitored, maintained as the first-line response to issued impacting the quality and the performance of Boingo’s global Wi-Fi and DAS carrier services network, core provisioning and authentication infrastructure and worldwide footprint of over 600K hotspots. Respond to alerts, inbound email/voice calls and fault detection with event classification, prioritization, triage, communication, diagnostics, documentation and escalation, as needed.

Selected Achievements:

Help Standardize the escalation procedure for our team.

Provided guidance to management that improved downtime of hotspots.

VOICE ENGINEER

Voice Print International, Camarillo CA Jan 2014 – Dec 2014

Installed and setup servers on location for clients using our proprietary software and hardware. These were installed in contact centers and public safety organizations around the world. Setup the database to have clients gather actionable business intelligence about their customer interactions and contact center operations.

Selected Achievements:

Troubleshoot different network and database issues with clients.

Provided improvements in the way installation of the servers and their interaction with the database.

NETWORK TRANSMISSION ENGINEER

British Telecommunication - El Segundo, CA Nov 2009 – June 2013

Working as part of a team to deliver a 24/7 network management capability which covered alarm management, technical resolution and interaction with technicians in the United Kingdom to ensure constant service availability for customers both business and residential. Monitored Transmission, Voice Switch and Power platforms.

Selected Achievements:

Monitored and troubleshoot Transmission Backbone circuits such as SDH and PDH circuits.

Recommended changes within work area which has resulted in improvements in customer service by 25 %. and reach 90% network reliability.

Created training documents for new technologies and provided training for these platforms.

Trained and mentored individuals in the team to deliver improved performance in network management and customer service.

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NETWORK CREATION LEAD ENGINEER

Verizon Telecommunication - Thousand Oaks, CA Oct 2006 – April 2009

Served as a team leader for the Network Data Creation Center which is dedicated to rolling out new Fiber to the Premise (FTTP) network growth equipment throughout the Verizon footprint. This involved testing Voice and Data Networks by configuring AFC Tellabs, Motorola and Alcatel Optical Line Equipment, Juniper and Cisco routers and provided technical and guidance support to the whole center. Tested interface links such as T1, OC3, OC12 and Gige circuits.

Selected Achievements:

Collaborated with field technicians to test Optical Line Terminals by configuring Layer 2 switches and Cisco Voice Gateway including all configuration and implementation to support the network.

Tested and turned up Juniper E320 and ERX1440 and Cisco routers to support the Verizon backbone network. Troubleshoot OC12 and Gig circuits that connected these routers to the network. Assisted Field transmission technicians with troubleshooting the circuits including testing with different optical and power meters.

Played a key role on testing the SIP (Session Initiation Protocol) Voice trial configuration with the CS2k switch and tested FOA (First Office Application) configurations for the VOIP project.

Tested Video Equipment and circuits to support the FIOS video Backbone.

Completed Manufacture Training for Tellabs, Motorola, Alcatel, Juniper & Cisco.

SUPERVISOR – VERIZON BUSINESS DSL

Verizon Telecommunication - Thousand Oaks, CA Jan 2002 – Oct 2006

Supervised the Tier II DSL tech support group. Monitored the staff’s performance to ensure

company customer service standards are achieved. Generated monthly reports to cover

individual statistics which included attendance, technical and statistical information and

performance.

Selected Achievements:

Increased the customer satisfaction to the highest level in department history.

Assisted Customers in installation of their equipment such as routers and printers.

Provided analysis on “repeat customer problem issues” which increased the Customer Satisfaction index by 20 %.

Acted as a contact with other Verizon departments to resolve customer’s issues.

Aided the group in troubleshooting complex network hardware, software and connectivity issues.

Education

CALIFORNIA STATE UNIVERSITY/LOS ANGELES Los Angeles, CA

Dual Bachelor of Science in Electrical Engineering/Computer Science

OXFORD INSTITUTE OF TECHNOLOGY Los Angeles, CA

Microsoft Certification System Engineer (MCSE+1, MCP+I)

Skills Summary

AWS Cloud Services

Excel/Pivot Tables

VBA Macros

Electronics/Circuits

SQL

Python

Project Management

Hardware Repair

Possessed secret clearance

References

Available upon request.

Contact this candidate