Jon E. Faulkner

* ***** **** **.

St Peters, MO *3376

Mobile: 314-***-****

adi687@r.postjobfree.com

OBJECTIVE:

To secure a long term position utilizing the IT/telecom knowledge I have obtained over years of industry exposure and employment.

SUMMARY OF QUALIFICATIONS:

Well versed in the IT operations of large telecommunications and manufacturing corporations, with an emphasis in Major Incident Management, wireline technologies, cloud computing technologies, and wireless technologies. Have the strong ability to communicate with executives, technical management, and engineering staff to resolve customer issues and accomplish technical projects.

WORK EXPERIENCE:

Major Incident Manager, CenturyLink/Lumen, Town and Country, MO January 2016 – January 2020

Manage Major Incidents by gathering critical outage specific information.

Acquire and direct/manage the appropriate internal resources to resolve the incident.

Manage incident timelines for tracking purposes.

Direct/manage the communication systems to ensure the outage is progressing towards resolution.

Communicating out to all levels of management the status and major milestones of each incident.

Assist with updating the department’s operational documentation, tools and processes.

Operations Administrator/Project Management Assistant, Emerson, St Louis, MO April 2014 – December 2015

Managed Critical incidents/outages by gathering specific information and presenting the information to all impacted parties, fix agencies and management representatives.

Provided verbal and written communications to upper management detailing the specifics from the outage/impairments.

Managed/Edited departmental documentation to include training manuals and ‘Operational Run Book’.

Performed basic trouble shooting and triage for trouble reports on customer network elements to include customer Cisco routers and integrated communication devices.

Performed Project Manager Functions during corporate wide server/platform migrations. This included identifying server process owners, obtaining release, scheduling activity and tracking progression.

Introduced to and have a basic understanding and functionality of the following wireless network management and customer router configuration programs:

Cisco Prime Infrastructure

Cisco ACS

Cisco ISE

EMC Smarts Network Configuration Manager

Network Service Manager, Sprint, St Louis, MO June 2000 – October 2013

Managed customers service assurance /incident management needs.

Familiar with the interpretation of Cisco router logs and commands.

Escalation manager, reviewing restoration processes and work with internal organizations to expedite the restoration of outages.

Worked with the Account Managers to understand customer specific Service Level Agreements (SLAs), and insured they were complied with.

Research, prepared and delivered ‘Root Cause Analysis’.

Trend services provided and work with internal agencies, developing plans of action to remove ‘road blocks’, and to assist in resolving long duration or intermittent issues.

Manage customer expectations and perceptions.

Review and develop processes with customers and internal fix agencies to ensure the understanding, proper compliance and make modifications where necessary to improve as necessary.

Prepare and deliver monthly and quarterly service reviews to Executive Director/VP level audiences.

Act as a customer advocate, keeping all lines of communications open with up-to-date and meaningful information, in order to maintain a high quality of service.

Manager, Network Installation Group, Bridge Information Systems/SAVVIS, St Louis, MO January 1995 – August 1999

Worked with remote technicians to physically install and configure Bay Network/Nortel site ANH and ARN routers, servers and other communications devices.

Configured and activated head-end Bay Networks/Nortel BLN/BCN routers and Lucent 7000/9000switches to ensure proper functionality of equipment.

Managed a team responsible for proper installation of communications equipment and servers.

Completed all network management documentation for all newly installed customers.

Installation/Maintenance Technician, Wil-Tel, St Louis, MO April, 1993 – December 1994

Performed manual and automated testing to isolate, refer and restore customer outages.

Worked with various local exchange carriers to assist with testing and isolating problems on customer circuits.

Tested with local exchange carriers to ensure new circuit orders were completed and within established parameters prior to turning over to customers.

EDUCATION:

Associates of Applied Electronics

Community College of the Air Force

Graduated January 1993

Have received professional training in the following:

MPLS

TCP/IP

OSPF

VPN

COS/QOS

BGP

Amazon Web Services

Cloud Basics

Virtualization Benefits and Components

Cisco CCNA studies (never tested, as the need for the certification diminished)

Security Concepts (types of security and security risks)

Network Survivability and Resiliency

Network Redundancy and Diversity

UNIX/Linux

WAN/LAN Technologies

Testing and Trouble-shooting Techniques (Both at Sprint and WilTel)

Wireless Technologies – Wireless Fundamentals, Network Infrastructure/Components and Capabilities and problem/incident management

Several Professional/Technical Writing course for career enhancement

Information Technology Infrastructure Library (ITIL v3 and v4 Foundation and Service Management Courses)

MILITARY SERVICE:

United States Air Force

September 1982 – February 1993

Strengths

Quick to understand newly introduced technical concepts

Able to professionally communicate to all levels of personnel

Very Detailed Oriented

Strong technical back ground in network architecture and elements for both wireline and wireless technologies.

Very strong back ground in telephony provisioning, function, repair and management

A lot of technical engineer training for the network/telephony worlds

Likes working with technical concepts and equipment

Well versed in Microsoft programs

Not intimidated to try/do new things

Strong Profession demeanor

Strong communicator

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