Network Customer Service

Professional Summary

A highly experienced professional in the Telecommunications industry providing excellence through remote support and customer service to all associated clients. Highly experience within network development & deployment, planning, tuning and optimization of VoLTE, 5G, 4G / LTE, 3G / UMTS / WCDMA / HSPA & 2G / GSM technologies. Skilled at overseeing complex company networks with a focus on efficiency, troubleshooting and optimization. Detail-oriented and proactive with strong communication skills and analytical abilities.

Technical Skills/Proficiencies

UNIX and Shell Scripting

HTML, Wiki and Technical Writing Skills/Reading Schematics

Radio Frequency and Data Network

Wireless Telecom Data and IP Network

System Integration and Validation

Performance Analysis

Troubleshoot Network Issues

Network and Installation Cat5 – Cat6A/Terminate and DROP/ POTS/T1/Fiber/ SFP

Writing and Testing MOPS

Professional Experience

AT&T – Sr. Tier 2 Network Technician New Castle, DE June 2012 – March 2020

Managed and supported AT&T Radio Access Network, Technicians, Vendors, Contractors, and Internal organizations.

Job Duties:

Managed a wide range of activities surrounding the ongoing maintenance and expert-level support for AT&T wireless network, primarily incident and complex change management: Troubleshooting and resolution of highly complex network issues; Collaborated with field technicians; vendors and internal organizations including IT, Engineering and Marketing, on product-wide issues as well as product readiness projects.

Provided advanced technical engineering support to enterprise clients; remote support for Lucent 3G Nodes/RNCs; Nokia BTS Nodes 4G/5G; Samsung 5G; Small cell Gateway and CRAN; various RRH; 3G-5G; Various type of DAS manufacturers platform including Backhaul routing and routers; Software upgrades and complex network wide changes projects.

Monitored network alerts, outages, and customer concerns to proactively identify network events. Ability to read and interpret KPI.

Over 2500+ Sites deployed / upgraded. LTE, UMTS, GSM.

Training client staff on multiple Network platforms UMTS/GSM/TDMA

Approved/rejected many LTE sites based on their KPIs before their deadlines 95% of the time.

Prepared 2 BO reports and analyzed drive-tests during VoLTE launch; trained a group of engineers on VoLTE.

Provided the first line of recommendations to improve the initial LTE RAN.

Wrote ‘initial LTE drive-test investigation/reporting guidelines’ to be used by market engineers.

Executed diverse procedural tasks related to supporting network operations.

Worked with new site start-ups, coordinated contractors, and configured equipment to meet specific deadlines defined by external customers and internal business units.

Ensured that all documentation and monitoring were correctly executed for new start-up sites.

Assisted customers with highly visible and complex technical issues and provided updates of technical details and concepts to senior management.

Provided advanced network-troubleshooting skills utilizing all manufacturers’ GUI interfaces NetAct/ALU WMS and several AT&T proprietary databases to perform and analyze network performance. Technical knowledge and troubleshooting and configuration experience with PCs, laptops, mobile devices, printers, and peripheral hardware. Knowledge of Windows networking such as VLAN, DHCP, DNS, subnets, gateways, etc. Ability to troubleshoot Windows desktop and office productivity applications such as Microsoft Windows 10, Windows 7, Microsoft Office 365 suite, enterprise, and wireless networks.

AT&T– Wireless Technician II New Castle, DE February 2001 - June 2012

Managed field wireless technicians and 24/7 customer support including disaster recovery.

Job Duties:

Managed a team of wireless technicians that provided 24/7 customer support.

Provided training, guidance, and workload allocation to field team.

Responsible for disaster recovery response during disasters such as hurricanes, storms and other large-scale outages.

Provided technical repairs on all major cell site components and demonstrated the ability to resolve difficult and complex problems.

Responded on-call 24/7 and trained wireless technicians.

Worked closely with contractors with existing cell site repairs and recurring issues. Maintained system availability, quality, and production standards. Quickly respond to 24-hour on call duties when assigned.

Trained team to utilize sophisticated electronic test equipment, measuring devices, meters, and hand tools in analyzing, adjusting, installing, wiring, repairing, maintaining, and testing wireless transmission, and associated equipment.

Performed required incidental and preventative maintenance on cell sites, power equipment, transmission, and associated equipment, and completed necessary logs, reports and postings.

Coordinated clearing of outages with other groups and organizations and collaborated with other employees and customers in the maintenance and installation of wireless services.

Installed and configured Nokia, Lucent Technology, Tellabs, installed and maintained Microwave Radio Network.

Education & Professional Development

SCS Business Tech - electronics

Certifications/Training:

Tyco power systems

Nokia

Firstnet deployment

Six sigma white belt

Waterfall

MSOC

LTE routing concept

Remedy

Trouth ticketing system

Ethernet TCP/IP Protocol

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