Customer Service Operations Center
Resume:
Esther Kleven
***********@*****.***
Garland, TX 75043
Seeking a position as a Systems technician with an opportunity for advancement and growth based upon experience and job performance.
Work Experience
ConvergeOne Telecom, Plano, TX December 2019 to July 2023
Diagnostic Engineer
•Configure and program systems for move/add/change activities for various VoIP/TDM platforms.
•Support systems remotely via dialup protocols, Remote Desktop (RDP), ssh/telnet shell access, etc.
•Provide second-level support resolving alarms and managing trouble tickets in a multi-vendor and multi-technology (CPE, TDM, Optical, VoIP, IP, WiFi/ WiMax, etc) NOC environment.
•Maintain detailed technical records, timelines, and regular incident/ticket updates.
•Demonstrate effective time management and multi-tasking abilities while adhering to defined procedures and processes
•Interact with Interface with TAC personnel, customers, and vendors to resolve complex voice and data network issues including hard outages, peering, signal degradation, configuration, etc.
•Troubleshoot communication systems.
•Provide after-hours support and actively participate in on-call rotation.
•Learn and support and new IP technologies and protocols
•Obtain and maintain vendor professional training and certifications as necessary to achieve company/departmental goals.
•Work with new customers to ensure Network Management Systems (NMS) are calibrated with customer equipment to properly display alarm details, severity, ceasing/clearing, stacking, etc.
•Perform VoIP call through testing and use available metrics/tools to evaluate network integrity (MOS, R-Factor, ASR/ALOC, etc).
•Oversee NOC trouble ticket processing to ensure tickets are being worked via best-practice and ensuring departmental SLAs around MTTA (acceptance) and MTTR (repair) are achieved.
•Engage in technical discussions with customers, vendors, and internal support teams to provide status, confirm issue resolution, etc. Provide internal/external escalations per service level commitments and requests.
Arrow Communications, Irving, TX October 2012 to December 2019
NOC Technician II
•Provide second-level support resolving alarms and trouble tickets in a multi-vendor and multi-technology (CPE, TDM, Optical, VoIP, IP, WiFi/WiMax, etc) NOC environment.
•Interact with customers and vendors to resolve complex voice and data network issues including hard outages, peering, signal degradation, configuration, etc.
•Execute remote remedial actions to resolve technical problems. Interface with TAC personnel.
•Work with new customers to ensure Network Management Systems (NMS) are calibrated with customer equipment to properly display alarm details, severity, ceasing/clearing, stacking, etc.
•Perform VoIP call through testing and use available metrics/tools to evaluate network integrity (MOS,R-Factor, ASR/ALOC, etc).
•Oversee NOC trouble ticket processing to ensure tickets are being worked via best-practice and ensuring departmental SLA's around MTTA (acceptance) and MTTR (repair) are achieved.
•Engage in technical discussions with customers, vendors, and internal support teams to provide status, confirm issue resolution, etc.
•Provide internal/external escalations per service level commitments and requests.+
Matrix DBA Excel Telecommunications, Irving, TX August 2007 to October 2012
Network Operations Center Engineer, Senior
•Surveillance of network elements, monitor network alarms, make notifications, and report status.
•Monitor the SS7 systems, Veraz switch, Sonus switch, DMS switch, Tellabs/TDAX DCS, SBCs, Transcoders, IP Infrastructure, and site Environmentals.
•Resolve issues, report findings, and call out as necessary.
•Monitor network performance and assist with network concerns for a 24X7 operations center.
•Investigate and resolve escalated network platform trouble reports.
•Work directly with customers to understand issues and coordinate repair with internal support teams (Tier III) when needed.
•Work directly with Tier III Engineers (Voice Applications, Translations and VOIP Engineering) to solve complex customer issues.
•Analyze report data from all network elements to identify and help resolve equipment and network quality issues. Analyze SS7 messages, Call Detail Records, and call traces to isolate failure cause.
•Provide detailed reports of network elements, critical outages, and disaster recoveries as required.
•Complete routing change requests and reports.
•Notify customers of all service affecting maintenance.
•Train new technicians on network element functionality to provide equipment, database, and software support issue resolution.
•Minimize financial loss to the company or its customers by detecting and mitigating fraud activity on the company's telecom network on a 24/7 basis and generate reports for management review.
•Review reports related to marketing and sales initiatives.
•Notify customers of corrective action on suspicious activity.
•Handle inbound customer and interdepartmental calls.
•Verify customer information through multiple LEC databases.
•Maintain shift log of network events and activities.
•Support on-site software/hardware installations and upgrades and related maintenance activity.
•Identify faulty circuit and facility issues while assisting switch site personnel.
•Report outages, generate notifications, open and update tickets.
•Configure Acme Packet SBC.
•Configure Adtran signal decoders.
•Use the Empirix monitoring system or run Wireshark traces as needed.
•Configure Cisco Routers/Switches as directed by the IP core techs.
•Configure Veraz Softswich Components as requested.
•Use troubleshooting practices to solve issues including no dial tone, transmission faults, voice feature failures, dial-in, dial-out, and data/networking outages.
•Utilize exemplary customer service skills during all interactions with customers.
•Apply technical expertise to develop, document, and implement plans to satisfy both internal and external customer needs.
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CMSNOC, Richardson, TX April 2005 to August 2007
NOC Technician
•NOC support for Vartec Telecom (same duties as described below).
•Monitor and respond to alarms for:
oLucent switches for Telwest
oVeraz SoftSwitches for multiple companies
oComdepot via Sun Solaris
•Work VOIP and Data tickets
•
Vartec Telecommunications June 2003 to April 2005
NOC Senior Technician
•Monitor the network for alarms in DMS-250, DEX-600, LAN/WAN, Newbridge systems, Alcatel and Tekelec STP's, Tellabs 5500, Fujitsu 4300, and Interactive Voice Platforms.
•Monitor site environmental and security alarms, FGD circuits, IMTs, dedicated customers and callcenters, and SS7 systems.
•Research alarms, open trouble tickets, initiate repair activities.
•Perform translations transactions after hours.
•Advise Provisioning on T1 and DS3 changes. Resolve connectivity issues with Telco and Carrierengineers. Provide alternative routing during outages.
•Coordinate testing, maintenance and repair of network elements with various vendors such as MCI,Verizon, and SBC.
•Clear minor alarms after hours in DMS-250, DEX-600, and Titan 5500 equipment.
•Run inquiries for trunk groups, CDRs, Toll Free, and performance monitors.
•Trap SS7 congestion with the INET Geoprobe.
Excel Communications - Rolling Meadows, IL September 2000 to June 2003
Field Operations Center - Technician II
•Network analysis, fault isolation, troubleshooting, implementation of action documents, and recovery activity.
•Monitor internal private line and dedicated customer circuits and T3 carriers.
•Open trouble tickets, initiate and manage repairs with site technicians, carriers, customers, and vendors.
•Contact customers, receive trouble reports, and act as POC.
•Resolve connectivity issues with Telco and Carrier engineers. Initiate alternative routing during outages.
•Perform remote testing of DS1 and DS0 circuits using Sage 950.
•Maintain leased T3 bandwidth and POP sites to include Titan 5500 maintenance.
•Provision T1 and DS3 circuits for end-users.
•Resolve customer data-LAN issues with the appropriate retailer.
•Coordinate testing, maintenance and repair of network elements with various vendors such as AT&T, MCI, Bell South, and SWB.
Education
Associates in Network Administrator
Richland College
Computer Science and Engineering
Richland College - Dallas, TX
Certifications
Implementing and Supporting Avaya Session Border Controller - Platform Independent September-2022
SBC Edge Implementation and support professional Certification. September-2015
Ribbon SBC EMS Implementation & Support Professional Certification Test Out September 2020
AudioCodes SBC Essentials & Configuration (7.2.2xx) March 2021
Oracle SBC Configuration and administration March-2023
Systems Training
NSE1,NSE2,NSE3 Fortinet Institute
Zoom administration, Zoom Post Sales and Support, ZoomRooms Administration
Veraz Control Switch
Eagle STP
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