Lisa A. Smiley

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

Midlothian, VA 23112

adot3j@r.postjobfree.com

Cell: 804-***-****

OBJECTIVE: To secure a challenging position utilizing and expanding upon proven skills, knowledge and experience while building on the knowledge acquired at ECPI majoring in Computer Science with a focus on Cyber and Network Security.

Software Experience:

Dominion Energy – Telenium, Nokia NSP, Solar Winds

Net 2000 Communications / Cavalier Telephone – Aptis (AS400), Telecomm Business Solution (TBS), MS Excel, MS Word, MS Outlook, GUI (Verizon interface), MS Command Prompt and Sam Spade, Nortel DMS, Lucent 5ESS, META Switch

Verizon/Collabera, Inc.- WFAC, WFADO, TIRKS, SOAC, Service, Hykemian 2001 (REACT), vMlite, Blackberry Enterprise Server; working knowledge of FOMS and LFACS

EXPERIENCE:

Dominion Resources Services

Telecommunications Specialist / Network Operations Center

June 2016 – Present

●Responsible for moderately complex tasks typically relating to network monitoring, operations, installation, and/or maintenance.

●Perform assigned projects within an individual business unit.

●Ability to respond effectively and timely to the needs and requirements of the business units.

●Possess experience in network and telecommunications applications.

●Possess a basic knowledge of all areas of telecommunications and possess the ability to work on telecommunications systems and equipment.

●Ability to analyze trouble reports and perform maintenance of telecommunications equipment.

●Demonstrate the ability to perform the assigned duties within the realm of responsibility. Must possess skills to interface with various departments, internal and external customer groups to perform necessary telecommunications work.

●Ability to interface with various departments, internal and external customer groups to perform necessary telecommunications work.

●Able to set priorities and demonstrate timely and effective response to customer and team member needs.

●Understands methods and processes of the business units within the realm of responsibility.

●Able to respond effectively to diverse demands.

Insight Global (Contracting with Dominion Power)

Telecommunications Specialist / Network Operations Center

May 2015 – June 2016

●Responsible for moderately complex tasks typically relating to network monitoring, operations, installation, and/or maintenance.

●Perform assigned projects within an individual business unit.

●Ability to respond effectively and timely to the needs and requirements of the business units.

●Possess experience in network and telecommunications applications.

●Possess a basic knowledge of all areas of telecommunications and possess the ability to work on telecommunications systems and equipment.

●Ability to analyze trouble reports and perform maintenance of telecommunications equipment.

●Demonstrate the ability to perform the assigned duties within the realm of responsibility. Must possess skills to interface with various departments, internal and external customer groups to perform necessary telecommunications work.

●Ability to interface with various departments, internal and external customer groups to perform necessary telecommunications work.

●Able to set priorities and demonstrate timely and effective response to customer and team member needs.

●Understands methods and processes of the business units within the realm of responsibility.

●Able to respond effectively to diverse demands.

Windstream Communications

Specialist I - ERC Voice/Data Tech

August 2013 – May 2015

●Performs technical problem resolution, in a high stress environment, including analysis, trouble isolation and repair.

●Duties include acting as a Customer Advocate in a 24x7x365 Network Operation Center for all Windstream internal and external, voice, data and VoIP services. The Technician focuses on complex troubles in at least one trouble ticket discipline (Transport, Voice, Data, VoIP).

●Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or data, TCM and/or VoIP products and service and the associated CPE equipment.

●Performs proactive monitoring, configuration management and fault resolution of complex voice and data services.

● Performs Customer Advocate duties while maintaining a positive and professional manner at all times, during high stress situations.

●Takes calls and provides status from and to customers on a regular basis.

●Works in conjunction with internal and external to the company technicians/engineers to troubleshoot and resolve customer's issues.

●Has direct interaction and escalates troubles internally and externally (LEC's and other carriers) on behalf of the customer.

● Maintains workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.

●Works tickets of a routine complex basis and may request some support of others.

●Contribute to realizing departmental company goals and objectives

●Troubleshoot local and long distance problems in DMS-500 and 5ESS switches

●Identify commonalities in reported troubles to isolate network outages

Collabera, Inc.

Dispatch Technician (Contracted with Verizon)

October 2012 – July 2013

●Provide technical support to Motorola Blackberry users

●Support TIER 1-Troubleshoot user problems and determine source, advise on appropriate action

●Add/remove/update users in the Blackberry Enterprise Server

●Add/remove/update users in vMlite Admin Tool. vMlite is the application used for field technicians to receive their daily workload

United States Army

Specialist (E-4) Trained for Combat Medic

June 2008 – January 2009

●Trained for Emergency Medical Technician – Basic (License earned)

●Completed Warrior Transition Course

Cavalier Telephone

Supervisor, Technician Support/Dispatch Center

May 2007 – March 2008

●Establish procedures by working with other departments within Cavalier in order to make processes run smoother.

●Establish and maintain daily and weekly reports provided to the executive team.

oReports include but not limited to vehicle fleet maintenance logs, insurance claims, company-wide cell phone usage, chronic trouble tickets, dispatch trouble back-log and dispatch turn-around time

●Provide and analyze statistical information in order to address trends in training issues.

●Cross-train dispatchers from acquired companies in order to create uniformity within the organization and allow for ease of back-up when a dispatcher is out.

●Hire, counsel and dismiss dispatchers

●SPOC for Verizon and AT&T collocation badge access.

●SPOC for cell phones/blackberries, company-wide; responsibilities include, but are not limited to:

oReplace broken phones.

oSwap phones as needed for upgrading executive team.

oPlace numbers on standby to lessen company expense.

oDisconnect phones from previous carrier.

●SPOC for company vehicle fleet issues; responsibilities include but are not limited to:

oManage information and file claims with insurance companies.

oAdd, change or terminate employees or vehicles on the gas card account.

Cavalier Telephone

Supervisor, Internet Service Support Helpdesk

July 2006 – May 2007

●Maintain inbound call-to-call abandonment ratio and manage employees of call center to ensure they are handling calls appropriately and in a timely manner.

●Identify network issues of and alert other departments as needed to resolve those issues as quickly as possible.

●Work with customer complaints and resolve as quickly as possible while bringing troubles to repair in a reasonable time.

●Provide daily and hourly reports to upper management regarding daily assigned functions of employees and cumulative call queue and trouble ticket numbers.

Cavalier Telephone

SOMS Project Specialist

August 2005 – July 2006

●Document workflow processes, department procedures, and provisioning requirements.

●Manage change control to maintain system stability and consistency.

●Assist with documenting training material.

●Research and revise existing business processes to create efficiencies.

Cavalier Telephone

Supervisor, Southern Region Implementation Specialist/Project Coordinator

Jan 2003 – August 2005

●Manage and oversee the day-to-day activities of Project Coordinators and Implementation Specialists surrounding the installation of telephone and data services for medium to large scale businesses over T-1 facilities, and higher.

●Escalate and expedite service installations, as required.

●Assist with all sales, operations, and customer care departments in establishing new and streamline existing procedures in an effort to shorten installation intervals.

●Evaluate and maintain processes and procedures as needed.

●Develop and maintain tools used on a daily basis to ensure the accuracy of all installations.

●Research and gather information for reports provided to management and executive teams regarding delayed service installations.

●Hire, counsel and dismiss Implementation Specialists and Project Coordinators as necessary.

Net 2000 / Cavalier Telephone

Implementation Specialist/Project Coordinator

May 1999 - Jan 2003

●Managed projects and implemented services delivered to customers via T-1.

●Services implemented included but not limited to ISDN PRI, Business Lines, DID and Combinations Trunks, Frame Networks and Internet.

●Responsibilities included working very closely with customers to ensure that services installed met their expectations and what was agreed upon per contract.

●Worked closely with vendors to ensure that services installed were compatible with customer equipment.

●Completed paperwork (site surveys) provided to translations, engineering, central office/switch, data turn-up group and the local number portability groups to allow the design, switch translations, wiring out of circuits, porting of phone numbers and data service configuration riding the T-1.

●Coordinated with various inner company departments before, during and after the conversion/cut-over to ensure a smooth transition for the customer from their existing services to the Net 2000/Cavalier network.

●Voice services installed on Nortel DMS-500 and Lucent 5ESS.

Bell Atlantic

Central Office Technician (Special Services Tester)

Aug 1997 – May 1999

●Remote test and turn-up of various types of special services including but not limited to foreign exchange lines, BRI, ISDN PRI; T-1 to DS3 to ATM concatenated.

●Responsibilities included

oservice order and design review and correction

otesting and troubleshooting

omeeting critical dates assigned to service orders and expediting when necessary

ocoordination between various work groups and vendors for out-of-hours cutovers

oPre-testing of services to be installed when possible to ensure a smooth cutover

●Services installed mostly on Lucent 5ESS with some Nortel DMS-500 switches.

●Gained working knowledge of LFACS and FOMS through addressing facility issues or troubles when installing services.

Eastern Technical Communication, Inc.

Telecommunications Network Reviewer

Oct 1991 – Aug 1997

●Responsible for tracking all splicing and construction work performed on cable systems for rebuild, upgrade and new-build projects; to include repairs and construction of fiber optic networks.

●Updated changes and posted additions to insure company records are accurate and current.

U. S. Air Force

Telecommunications System Control Specialist

Aug 1985 – June 1991

●Monitored, tested and analyzed circuits in various systems derived from microwave, high frequency (HF) radio, satellite and landline transmissions.

●Applied modulation and multiplexing techniques and utilized procedures to aid in fault isolation of circuit, trunk and equipment problems.

●Identified and utilized alternate communication routes while employing troubleshooting methods to reestablish communications during outages using dB meters, oscilloscopes and signal generators.

●Held Top Secret security clearance until 1993 and Secret security clearance until May 2002.

EDUCATION:

ECPI University

B.A.S. Computer Information Systems

Major in Cybersecurty

Jan 2020 - Present

Virginia Commonwealth University

A.A.S. Degree Biology

Jan 2010 – Oct 2012

ECPI Technical College

A.A.S. Degree IT Networking and Security Management

Mar 2006- Mar 2008 Left to join US Army

U. S. Air Force Five Level Career Development Course (Certified 03/87)-Continued, further in depth, the topics described below: Basic Electronic Theory, various communications systems and troubleshooting (HF through to digital multiplexing and satellite systems), basic circuitry regarding installation and implementation to specifications to troubleshooting after turn-up.

U. S. Air Force Technical School-Telecommunications Systems Control Specialist (Graduated 03/86) - Covered Basic Electronic Theory, various communications systems (HF through to digital multiplexing and satellite systems), basic circuitry regarding installations and implementation to specifications to troubleshooting after turn-up.

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