Michael C. Burdick

**** * ***** **** #***

Boise, ID 83703

Mobile Phone: 508-***-****

E-mail: adx0ik@r.postjobfree.com

Work History

****-**** ***** ******* ** Coordinator with PartnerHero, Boise, ID

- Responsible for on-site and phone support of all North America employees, all technical support diagnosis and repair for all company technology assets.

- Remote support for the rest of the global users where needed and feasible. Either through chat or Remote access to systems having issues.

- Responsibilities including resolving customer related software and hardware problems in accordance with established policies and procedures as well as generating new policies and procedures where needed.

- Initial setup and shipping of company assets for local and remote users for various groups, making sure the software and hardware stay within needed parameters as the scope and breadth of the users’ needs change.

- Perform user onboarding and separation tasks in Google Admin. Account management for Microsoft, Zoom, Slack, and Snipe.

- Onsite installation, setup, and maintenance of conferencing systems.

- Asset management and tracking of all technology.

- Disposal of outdated or broken equipment in accordance with local laws and internal policies.

- Admin assist when needed with shipping or office planning.

2018-2020 Leveraged Service Desk with Perspecta, Boise, ID

- Responsible for performing customer consultations to identify software, hardware, or administrative issues regarding credentialing systems and resolve these issues while consulting with tiers 2 and 3 as needed to provide the best service possible.

- experience with active directory, assigning roles and resetting user passwords as needed.

2014-2017 Technical Project Manager 1 with Elan Financial Services, Idaho Falls, ID

- Duties include performing customer consultations to ascertain which telecom option is appropriate for the services they wish to receive.

- Coordination with other departments to deliver new/upgraded service.

- Review of router configuration and IP addressing to verify new or continued service on a new path.

- Coordinated conversion of 300+ customers from legacy 56k circuits to new routers and upgraded ADSL T1 circuits with cellular card backup.

- Performed extensive research and coordination on the zero usage circuit recovery project, eliminating a great deal of recurring expenses for the company.

2003-2013 Transmission Technician with Earthlink Business, Worcester, MA

- Performing cross connects at T1, T3 and Optical levels at the Worcester Switch site and various Verizon CO’s across Massachusetts. Receiving calls from field technicians for troubleshooting and testing on all installation orders of the above mentioned circuit type.

- Performed extensive research and troubleshooting across Granite, OTIS, TBS and Remedy shared databases and hard copy file systems on a regular basis to resolve conflict issues on circuit engineering and systems integration.

- Worked on the team spearheading the installation and integration to the Lucent TA-3000 Total Access units into the existing communications network. Ground floor experience with HDSL, ADSL, and Dynamic T1 circuits supported from this platform.

- Operation, configuration and analysis of transport equipment and lines ranging from DSL to OC-192 level.

- Configuration and troubleshooting of the FT-2000 OC-48 and the OC-192 DMX.

- Termination of and running cabling, 2 wire, 4 wire, CAT-5 and optical including DWDM.

- TDAX operations and limited research in the 5E switch.

- Provisioning, configuration and troubleshooting on the Lucent Anymedia transport equipment-assigning values to support the dedicated voice, integrated voice and data and the hybrid configurations.

- Powering up, configuring and troubleshooting all transport equipment found in the CLEC cages at Verizon CO’s and CLEC switch locations. (Anymedia shelves, TA-3000, MIX-56, CAC, DDM-2000, DMX, FT-2000, Turin)

- Inventory tracking and management maintaining the statewide inventory warehose for the Providence, RI switch site. Handling of RMA processing on broken equipment and tracking repaired item fails historically to avoid recurring issues.

- ADSL provisioning and troubleshooting responsibilities relating to the TA-3000 and the PSAX gateway and aggregate.

- Travel to customer locations for advanced troubleshooting of circuits with persistent issues.

- Responsible for addressing procedural inconsistencies and definition of new policies and procedures, designed to reduce costs and labor.

- Operations liaison to the process improvement group.

2000-2003 Installation Tech 2 with MCI WorldCom, Boston MA

- Performing cross connects at DS0, T1, T3, and OC level at the Boston communications node. Receiving calls from field technicians for troubleshooting and testing on all installation orders of the above mentioned circuit type. When local circuit path is in place testing is complete, and testing complete with secondary vendor as needed, then testing for acceptance with the WorldCom customer to verify line integrity from both sides has been verified.

- Coordination of the Boston local portion of the Bridge Savvis rollover of their circuits to ATM T3 hubs, doing so using proprietary database programs to verify, trouble shoot, and modify circuit engineering as required to complete cuts on time with minimum service interruption.

- Trained in the operation of React 2000 remote testing and DACS control program in regards to 1631, 1630, and CS1L DACS’.

- Responsible for physical cross connects at T3 and OC level. Coordinate second vendor dispatch with WorldCom tech dispatch for vendor meets when needed.

- Trained on various models of T-Berd testing units.

- Certified on Sarin OC 192 MUX by Cisco.

- Proficient with Fujitsu OC-48, OC-12, and OC-3 MUXes remote access and setup.

- Experienced with remote access and configuration of 828A and 3X50 MUX devices as well.

- Transferred to the Operations Resource Center to assist with technical issues in the dispatching of technicians in the New England region.

- Trained on the Enterprise Trouble Management System (ETMS) to coordinate, dispatch, and assist on the resolution of circuit outages.

- Experienced in the use of the Resource Manager for Office program used for dispatch tracking and scheduling.

- Responsible for cross referencing information from all systems utilized in the creation, troubleshooting, and removal of circuits to provide written accounts of any procedural, personal, or mechanical problems encountered while maintaining circuits.

Military Service:

United States Air Force

Education:

Electronic Communication Engineering Technologies

ITT Technical Institute

Bachelor of Science

Communications-Computer Systems Operator

Keesler AFB MS

3CO51 Certification

Course Completed June 1990

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