Customer Service Operations Manager
Resume:
WILLIAM SCHUMACKER
Oak Forest, IL *****
**********@*****.***
Work Experience
Network Translations Engineer
Peerless Telecom / InfoBip - Chicago, IL
October 2009 to April 2023
• Liaised with stakeholders to keep project goals and deadlines on target.
• Configured Ribbon, Cataleya, voice gateways and troubleshot VoIP and multi-media distributed systems and platforms.
• Tested with customers to confirm signaling, RTP and CODEC
• Troubleshot complex multi-vendor network service provider issues.
• Provided complete end-to-end engineering and installation of route-based IP network solutions which increased customer ASR and created an increase in revenue Network Operations Center Director Neutral Tandem
Inteliquent - Chicago, IL
February 2003 to September 2008
• Performed system patches, service packs, hot fixes and new security configurations.
• Evaluated security measures and made recommendations to network administrator for upgrades and changes.
• Installed patches and performed backups, system builds and image updates.
• Managed outside vendors for fiber installations and service.
• Implemented necessary maintenance to support network availability.
• Assigned application access, security roles and permissions.
• Developed detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
• Diagnosed and resolved hardware, software and network problems and replaced defective components.
• Troubleshot hardware and software to determine and rectify network problems. Operations Manager
Focal Communications - Chicago, IL
March 2000 to August 2003
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Reported issues to higher management with great detail.
• Managed problematic customers and clients to assist lower- level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long- term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Identified and resolved unauthorized, unsafe, or ineffective practices. Translations Engineer
Illinois Bell - AT&T - Chicago, IL
February 1978 to September 1998
I started at Illinois Bell as a cable splicer and after 5 years received a promotion to Translations Engineer. As a Translations Engineer my responsibilities included switch translations for 4 1AESS switches. 6 Nortel DMS switches and 5 AT&T 5ESS switches
Education
High School Diploma in Telecommunications
Downers Grove South High School - Downers Grove, IL, US June 1977
Skills
• IP Services
• Preventative Maintenance
• Strong Troubleshooting Skills
• Hardware and Software Configuration
• Network Operations
• Technical Support
• Hardware Installation
• Telecommunications Systems
• Network Troubleshooting
• Network Configuration
• Switching Protocols Innovative Network Engineer provides reliable and vital connectivity for multi- site installations with over 45 years experience in telecommunications which started with analog switches in the 1980's. I have been able to continue educating myself on switching equipment, going from analog to digital switching to VOIP and being able to provision and troubleshoot al of them. I've also been a Switch Operations Manager and Director of the NOC at Neutral Tandem and supervised up to 40 people. When i first took the position Of Director of the NOC, the MTTR (Mean Time To Restore) was over 8hrs per ticket. I was tasked to get down to 4hrs in 90 days. In 90 days it was lowered to 90 minutes (10+ years)
Certifications and Licenses
Numerous training certificates from AT&T, Ribbon Networks. Nortel Networks, Fujitsu, and Turin Networks over my 45 year career. Too many to list here
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