Customer Service Communications Manager
Resume:
**** *** **** **. *******, TX ***** 210-***-****) ***********@*****.***
Abraham Lopez
Objective
Security Camera Tech/Telecom Engineer with an emphasis on IP/Voice telephony, data networks, cabling, Security Camera Installation, Upgrade, Troubleshoot, but is well equipped to take on any IT challenge. Exceptional work ethic with excellent Customer Service skills, driven by challenge; characterized by practical solutions to meet the customer needs.
Professional Highlights
Technical Experience
Hardware:
Avaya 8700 Communications Manager NortelMeridian81c/DMS100
Avaya G250/350/450/650 Uptivity Call Recording
Cabling
Software:
Unified Call Manager 9.1 Cisco Unified Contact Center Express
Cisco IOS 10+ Cisco Unity Voicemail
Nortel CallPilot Meridian Voicemail
Avaya Modular Messaging v3.1 Audix Voicemail
Microsoft Visio
MS Office Suite Network Monitoring Tools:
HP Openview Orion Solar Winds
Windows OS XP,Vista,7,10 Blackberry Enterprise Server v5.0.0.137
Cisco Jabber Microsoft Lync
Exacqvision DVR Vista Plex DVR
Aurora DVR Wireless Communications
Mobile Data and Email
Protocols:
ISDN/PRI/Frame Relay/ DSO-DS3
MPLS/SIP/H323/VOIP
TCP/IP,SNMP,FTP,SMTP
SCCP (Skinny)
Ethernet, VLANs
Other Skills:
Cat5e/Cat6 Cabling, Terminating Fiber and Copper Cabling, Testing Fiber and Copper Cables, Punch Down, Change Light bulbs, Tape & Float, Paint, Light Carpentry, Experience with Light Balast
Education:
CCNA, ICOM, CIPT1, CIPT2,T-Voice,Network Security
Employment History:
BryComm 08/2021 --- 02/2023
Lead Technician
This position is responsible for overall activities of the communication department’s field labor force on the jobsite. Responsible for a 2 man Crew.
Repair, splice or replace defective main trunk cable groupings, multi-pair copper, drop wire and fiber.
Cabling and connections,installations,testing and documentation of voice, data, video security.
Architecture using standardized media connection interface system design and installation that adhere to national standards
Wiring closet to other closets and underground cabling from building to other building across central Texas using installation and materials suitable for environment of today’s voice and data technology.
Providing Baylor Scott and White Hospitals and Clinics with service with the voice and data connectivity and troubleshooting.
Install and splice new communication cable using all types of construction insulation, and sheathed cables.
Install, repair and maintains overhead communications systems including aerial multi-pair copper cable, fiber optic cable, and drop wire.
Troubleshoot, test, and isolate multi-pair copper, drop wire and fiber cable.
Utilize test monitor headset at terminal to verify signal reception from central office test panel.
Baylor Scott & White 06/2020 – 04/2021
Telecom Foreman
Responsible for the supervision, planning, and coordination of field labor personal within the Communication Department.
Work directly under the supervision of the Communication Department Project Coordinator/Project Manager, and in accordance with established policies and procedures.
This position is responsible for overall activities of the communication department’s field labor force on the jobsite. Responsible for a 2 man Crew.
Repair, splice or replace defective main trunk cable groupings, multi-pair copper, drop wire and fiber.
Cabling and connections,installations,testing and documentation of voice, data, video security.
Architecture using standardized media connection interface system design and installation that adhere to national standards
Wiring closet to other closets and underground cabling from building to other building across central Texas using installation and materials suitable for environment of today’s voice and data technology.
Providing Baylor Scott and White Hospitals and Clinics with service with the voice and data connectivity and troubleshooting.
Install and splice new communication cable using all types of construction insulation, and sheathed cables.
Install, repair and maintains overhead communications systems including aerial multi-pair copper cable, fiber optic cable, and drop wire.
Troubleshoot, test, and isolate multi-pair copper, drop wire and fiber cable.
Utilize test monitor headset at terminal to verify signal reception from central office test panel
Medco Communications 05/2019 – 06/2020
Telecom Foreman
Responsible for the supervision, planning, and coordination of field labor personal within the Communication Department.
Work directly under the supervision of the Communication Department Project Coordinator/Project Manager, and in accordance with established policies and procedures.
This position is responsible for overall activities of the communication department’s field labor force on the jobsite. Responsible for a 2 man Crew.
Repair, splice or replace defective main trunk cable groupings, multi-pair copper, drop wire and fiber.
Cabling and connections,installations,testing and documentation of voice, data, video security.
Architecture using standardized media connection interface system design and installation that adhere to national standards
Wiring closet to other closets and underground cabling from building to other building across central Texas using installation and materials suitable for environment of today’s voice and data technology.
Providing Baylor Scott and White Hospitals and Clinics with service with the voice and data connectivity and troubleshooting.
Install and splice new communication cable using all types of construction insulation, and sheathed cables.
Install, repair and maintains overhead communications systems including aerial multi-pair copper cable, fiber optic cable, and drop wire.
Troubleshoot, test, and isolate multi-pair copper, drop wire and fiber cable.
Utilize test monitor headset at terminal to verify signal reception from central office test panel.
Anistar Technologies 01/2019 – 05/2019
Cable Technician
Repair, splice or replace defective main trunk cable groupings, multi-pair copper, drop wire and fiber.
Cabling and connections,installations,testing and documentation of voice, data, video security.
Architecture using standardized media connection interface system design and installation that adhere to national standards
Wiring closet to other closets and underground cabling from building to other building across central Texas using installation and materials suitable for environment of today’s voice and data technology.
Providing Baylor Scott and White Hospitals and Clinics with service with the voice and data connectivity and troubleshooting.
Install and splice new communication cable using all types of construction insulation, and sheathed cables.
Install, repair and maintains overhead communications systems including aerial multi-pair copper cable, fiber optic cable, and drop wire.
Troubleshoot, test, and isolate multi-pair copper, drop wire and fiber cable.
Utilize test monitor headset at terminal to verify signal reception from central office test panel.
Zito Media 06/2018- 01/2019
Installer/Service Tech
Install cable television, internet and phone services.
Completion and submission of all assigned work orders.
Identify faults within the subscriber drop, up to the subscriber equipment to ensure proper signal level, picture quality and compliance with all local, state, federal and Zito Media requirements and standards.
Correct these faults by adjusting, repairing or replacing components.
Complete work assignments generated through subscriber service requests.
Communicate effectively with the customer concerning reception problems, instructions and services.
Apply technical expertise to a variety of situations, evaluating problems and implementing the best solutions.
Work under minimal supervision, within broad guidelines of procedures and goals.
Inform supervisor as necessary.
Maintain a professional attitude and appearance at all times.
Perform other related duties and tasks as assigned or as become evident.
Identify faults within the subscriber drop, feeder/distribution and trunk systems to ensure proper signal level, picture quality and compliance with all local, state, federal and Zito Media requirements and standards.
Correct these faults by adjusting, repairing or replacing passive or active components.
Perform signal egress/ingress detection; sweep alignment; installations; troubleshooting; test point measurements; system balance and preliminary proofs.
Perform emergency restoration of signal outages in the feeder/distribution and trunk systems.
Complete work assignments generated through subscriber service requests and technician follow-up requests, including unresolved technician work orders.
TALO Security Cameras, Cabling and More 06/2016 - Present
Owner and Operator
Cat5e, Cat6, Coax cabling, termination, testing, troubleshooting Cisco Communication Manager, Cisco Phones, Avaya phones ( PBX and VOIP), Nortel, Panasonic, Cisco Unity ( Adding Voicemail users, Resetting Passwords), Install phones, Moves, Adds and Changes to phone and voicemail systems, POS Systems, Security Camera Installation, Audio Speakers Installation, Resolve Computer, Printer, Fax, Scanner issues for Customer, Painting, Drywall, Sheetrock Repair, Minor Electrical, Light Fixture Installation/Replacement.
VOIP Telecom Engineer II
BioBridge Global San Antonio, TX 05/2015 – 05/2016 – Layoff
Cisco Contact Center experience, Call Manager and Unity Voicemail-Programming call handlers in Unity,
Cisco Contact Center Agent configuration experience, Uptivity Call Recording or any other call recoding software experience, adding and managing users in Uptivity, XMedius Fax System or any other fax to email platform like RightFAX and such, Experience troubleshooting analog phone line issues, installing and punching down analog line to punch down block, Troubleshooting network cabling issues, toning out a cable or port to tack it down on the patch panel, Maintain and monitor Security cameras on Exacqvision and Vista Plex Camera systems, Retrieve video footage when needed, TrackIt Ticketing System, Cisco Jabber Rollout Project, Cisco Unified Call Manager Upgrade Project, New Cisco 8800 Series Phone Rollout and Implementation Project, ExacQvision Security Camera System Upgrade.
Contractor - Network Administrator
Nesco Resources Austin, Texas 01/2015 – 04/2015
Maintain Data Center Operations and monitor Tickets for customers. Work tickets in SLA. Create Fiber Cross Connects for Customers. Terminate Fiber and Test Cross Connects to be within Specifications
Contractor - Telecommunications Analyst IV
INT Technologies 08/2014 – 01/2015
Contracted to Wells Fargo Bank to Work Moves, Adds, and Changes for Regional Bank Sites. Also create PO’s for services needed. Maintain Phone systems ( Nortel, Avaya, Cisco Communication Manager) and Voicemail systems (Audix, Meridian, Cisco Unity), Order devices when needed, Dispatch Vendor when needed, Work Tickets in timely fashion per Due dates on orders, Give professional Customer Service, Communicate with Vendors in professional manner and maintain a professional relationship. Complete Tickets within SLA.
Telecommunications Specialist III
Texas Juvenile Justice Department Austin, Texas 10/2012 – 08/2014
Maintain Phone systems and Voice mail for Central Office, District Offices, Institutions, and Half-way Houses. Work with Regional staff on moves, adds and changes as they arise. Work moves, adds and changes for Executive staff and other staff at Central office. Work Trouble Tickets. Troubleshoot and resolve issues that arise with phone sets, phone system and voicemail system. Cross connect jacks that are not ready for users that are needing service. Resolve Customer computer, printer, Fax issues. Help resolve any HelpDesk Related Customer Issue. Other Duties as assigned.
Systems Analyst IV
Texas Dept. of Family and Protective Services Austin, Texas 02/200*-**-****
Maintain Network connectivity for entire agency statewide, Monitor Network via Solar Winds, MRTG, and HP Open View for outages or issues at Remote Sites for the agency, Program and maintain Nortel, Juniper, Cisco and HP Network Gear for various sites and State Office, Maintain Excel Spreadsheet to keep track of inventory of Network gear for all sites, Work trouble tickets in Remedy Ticketing system,
Troubleshoot and resolve aircard issues, Troubleshoot and resolve VPN Issues, Troubleshoot and resolve any and all Network Connectivity issues for all users, Troubleshoot and resolve telecommunication issues, troubleshoot and repair telephone set issues, Order and maintain Data Circuits and Telephone circuits, call in trouble tickets for all circuits for all sites,Help resolve Customer computer, printer, Fax issues. Help resolve any Help Desk Related Customer Issue. Other duties as assigned
References:
Mac MacLeod Friend Professor @ Austin Community College & St. Edwards University
Mike Matoska Friend Telecom Manager @ TX Juvenile Justice
Geoffrey Lightsey Friend Senior Pastor United Methodist Church
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