Small Business Technical Support

Russell Olsen

*** ******** **** **. *****, Utah

Cell: 385-***-**** email: **********@*****.***

Professional Experience: 5/8/1989 – 4/02/2020 (retired)

US West – Qwest – CenturyLink – Americom Technologies

Qualifications:

● 31 years in the Telecommunications Industry. Supporting daily network operations and infrastructure.

● 10+ years training and mentoring new hire technicians and representatives

● 15 years as an acting Union Steward and Area Rep, representing all craft employees

Motivation:

I believe in free thinking and challenging status quos, and diversifying myself from the traditional

mindset. I know that true knowledge and wisdom is learned with a mentor. Someone who takes the time

to understand your needs, vision and desires. My motivation is to challenge, inspire, and to help others.

Experience:

Broadband Technician

1993-2017

Performed in daily field operations with outside and inside facilities for small business and consumer customers. Responsibilities included installation and maintenance of various type circuits. Internet/data, video, voice analog, digital and fiber optic networks. Technical training and experience with copper and fiber facilities. POTS, DSL, GPON, WAN-LAN, Prism and NOSA certifications. Structured Cabling for Govt. and Office buildings. Provided quality and professionalism to our customers.

Data Support & CCT (Customer Communications Tech)

2019-2020

Responsible in assisting frontline agents and outside technicians with tasks in resolving various issues involving internet (HSI), telephone (POTS), Video (PRISM) circuits and Email issues. Receiving calls from various type accounts. C2E VMDU and CenturyLink-ON customers. Also submitting vendors and DirectTV repair tickets. Tier 4 taking escalation-supervisor calls.

CCT: Functions involved working with Enterprise (large business) circuits. Testing Digital Data, Digital Analog, 5ESS, DS0, DS1 and DS3 type switches in central offices including OCU’s & CSU’s. Testing loops or entire circuits applicable to inside and outside facilities including T1’s, equipment, cable pairs and demarcation points. Programming, maintaining, repairing and or dispatching inside and outside technicians to resolve the customers issue.

Technical Support

2017-2019

Functioned in taking consumer and small business calls, resolving their current issues and or creating outside repair dispatches if needed. Involving internet, telephone and prism circuits. Creating buried service wire, cable and message reports as well.

RCHC

1992-1993

Front line telephony repair calls. Responsible for handling incoming calls from consumer and small business customers having telephony issues thus gaining trouble shooting experience with phone services. Created and generated trouble tickets within or exceeding the standards expected.

Toll Operator and Directory Assistance services

1989-1992

Functioned as a Toll Operator by customers dialing “0”. Also worked as a 1411 Directory Assistance operator. Both functions included assisting customers with miscellaneous issues or questions as well as placing collect calls, emergency calls, and providing telephone numbers and or addresses as requested.

Training:

I&M

Basic Telephony

WanLan

AC-DC

Network Technician

HSI Troubleshooting

DSL Line Measurement Loop and Premise

ADSL2+/VDSL2 Bonded Installation and Repair Legacy Qwest

TDR Cable Fault Locating

Gpon/Bpon Fiber Installation and Maintenance

Prism/Video Install and Maintenance

Working Aloft, Ladder and Pole Climbing training

Nosa/Prism Certification of X Box terminals

Smith System Drivers Training/Defensive Driver

Inside Wire and Phone Jack Installation (RJ45, RJ11)

Networking and switch installation

Operator and Carrier services

Advanced Data and Service assurance

Microsoft Office, Excel, Word, AutoSwitch, NMA, WFA-C, WFA-DO, Workflow, Poll-Dslam, Lmos, Lfacs and other various troubleshooting or test programs.

2002 Olympics assisting installation of T-1’s, house cable for Internet and Voice networks

Test-X circuit and Switch maintenance and repair

Prior work experience

Draftsman and worked in the shipping & receiving department for Metals Manufacturing

Delivered car windshields and forklift work for Solaglas Ltd.

Made and fitted optical lenses for eyeglasses at a lab for Standard Optical

Cook at JB’s Restaurant

Education:

BS Business – University of Phoenix

Salt Lake Community College – General Studies

High School Diploma - Hillcrest HS

Eagle Scout

Contact this candidate