Center Technician Customer Service
Resume:
Terry McMillan
Arlington, TX *****
***********@*****.***
an industry-leading employer.
I am a dedicated professional with a diverse technology back around. No other technical specialist can combine innovative thinking with the resources and experience like I do. Work Experience
Business owner/OTR Driver
NXT Delivery LLC - Arlington, TX
September 2018 to Present
Multiple vehicle general goods transport. Hiring drivers, business accounting, and goods coordination. State to state hot shot delivery driving.
Sr. Specialist-Quality Assurance-Automation
AT&T
October 2015 to March 2019
• E2E testing manual/automation cases with script builds or updates which encompasses the entire customer experience including sales, ordering, provisioning, activation, billing, payment processing, and customer service
• Assist creating automation audit test system and architecture for database comparison
• Use testing techniques, design, develop, analyze test plans and strategies, write and execute test cases, and troubleshoot defects for application
• Daily attendance on high level scrum call discuss projects, status, blockers, and defect management in TDP
• Maintain and update Team portal website
• Taking charge of automation audit defects to work with development team fixing coding issues
• Weekend Production automation/manual testing of Oracle database
• Tools used: Toad for Oracle, Toad for MySQL, Parasoft, Jenkins, SVN, Putty, Eclipse, Skype, TDP, Notepad ++, Excel, Microsoft Office, and Altova XMLSpy Specialist-Network Design Engineer
AT&T Mobility Network OPS, iCloud Group
May 2013 to October 2015
• Working with Labs, product development, and engineering teams to author process documentation, methods, procedures, and guidelines.
Results-driven person who specialized in streamlining operational and testing activities, utilizing cross-integrated teams, and leveraging over 20 years of IT/Network experience to add maximum value to
• Coordinates and interfaces with internal and external customers to ensure service commitments are met.
• Provide initial implementation support of networks to assure proper execution and provides resolution for systems failures or degradations.
• Using engineering tools, various software applications, and databases to assist in creating engineering documents
• Proof initial implementation support of networks to assure proper execution and provides resolution for system failures or degradations.
• Tools used: AOT's, Cisco IP Communicator, ATT Connect, Q Enterprise Messenger, LivePerson chat, Vizgems, Nagios, Netcool, TOPAZ, Excel, Microsoft Office, DeviceAnywhere, and various other applications specific for the cloud platform
Network Center Technician
AT&T Mobility Network OPS, Mobile Trunking Center
February 2013 to May 2013
• Input software translation groups and trunk members into switching entities such as Nortel, Lucent, Ericsson, and Nokia
• Input and Disconnect DACS cross connects for T1 turn up
• Verify routing and T1 of trunks
• Test and troubleshoot with external customer's
• Conform to company policies to ensure a reliable network by following Ask Yourself Principles and other proactive measures
• Tools used: Net analysis, Reflection, Lucent KPI alarms, KEDIT, Microsoft Office, Excel, Neirm, and Granite
Network Center Technician
AT&T Network OPS, Trunk Provisioning
June 2011 to February 2013
• Input software translation groups and trunk members into switching entities such as Nortel DMS and Lucent 5ESS
• Test and troubleshoot with internal and external customers
• Key contributor in critical projects involving routing, traffic capacity, Point Code changes, and E911 services
• Conform to company policies to ensure a reliable network by following Ask Yourself Principles and other proactive measures like using AOTs for customer affecting network events
• Tools used: AOTS, REACT, NMA, PSP, VAM, MTS, Session manager, LERG, Switch Connect, Microsoft Office, Excel, MOSAIC, and Remote Hosts
Network Center Technician
AT&T GBS Global Customer Service
October 2007 to June 2011
• Perform required maintenance such as analyzing output messages of systems, analyzing the trouble indications, customer trouble reports and taking appropriate steps to correct any malfunctions
• Coordinated and performed acceptance testing of services with internal and external customers for ISDN BRI/PRI systems including DS0 local circuits such as 56k, 64k, sub-rate, bridge circuits, T1, and T3 up to 0C192 systems
• Performed audits on trouble tickets to ensure proper billing applied to customers
• Tools Used: SWITCH FOMS, WFA, TIRKS, TL1 Stream, DCS, SONET, SARTS, HEKIMIAN, and WILTRON Network Center Technician
SBC Local Operations Center, CLEC Maintenance Center August 2001 to October 2007
• Perform required maintenance such as analyzing output messages of systems, analyzing the trouble indications, customer trouble reports and taking appropriate steps to correct any malfunctions
• Coordinated and performed acceptance testing of services including basic telephone lines, ISDN BRI/ PRI, T1, and T3 up to 0C192 systems.
• Job assigned to a dedicated team with the objective to improve or eliminate HICAP circuits with chronic issues
• Tools Used: SWITCH FOMS, WFA, TIRKS, TL1 Stream, DCS, SONET, SARTS, HEKIMIAN, and WILTRON Education
Associate in Telecommunication
Pace University-New York - Pleasantville, NY
August 2008 to June 2011
Associate in Electronics
DeVry University-Addison - Addison, TX
August 1999 to July 2002
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