Customer Support Technical Operations
Resume:
James A. Plofchon
Carbondale, Il 62902
Home 618-***-****
Cell 585-***-****
********@********.***
Summary: To obtain a challenging technical position as a Customer Support Unified Communications Engineer.
Experience: Southern Illinois University Carbondale, IL PBX Manager 4/8/24 to current
Serves as the main principal Telecom and technical operations representative for the Nortel Sl-100 switch at Southern Illinois University, Carbondale, IL as SIU moves forward with Microsoft teams, AudioCodes SBC, AudioCodes Media Gateways, AudioCodes Analog Gateways, & cloud computing. Key Responsibilities:
• Employ appropriate troubleshooting techniques for AudioCodes appliance.
• Transitioning from Nortel to AudioCodes, Microsoft Teams, and cloud. ConvergeOne, Inc Carbondale, IL
Technology Support Specialist II 3/2/18 to 3/29/24
. Serves as the main principal Telecom and technical operations representative for Southern Illinois University, Carbondale, Illinois. Install and maintain all Nortel & Avaya voice and data products installed at SIU. Equipment includes Nortel SL-100 Telephone Switch, Nortel CS2000 VoIP soft switch, Nortel ERS 8600 routing solution, Avaya Soft Phone Clients, Nortel BCM 450 PBX, & Nortel Option-11PBX. Key Responsibilities:
• Install analog and digital voice and data telecommunications equipment including PBX systems, key systems, and peripherals
• Employ appropriate troubleshooting techniques for analog and digital voice and data problems and for point to point as well as point to CO applications
• Complete work orders for adds, moves and changes, and repairs in one or more product lines
• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers
• Provide rotating 24 hour on-call coverage.
Qualifications:
• Working knowledge of T1/PRI trunk and DID configuration.
• Working knowledge of switch translations.
• Knowledge of IP networks.
• Excellent troubleshooting skills.
• Knowledge of Nortel Voice-over-IP (VoIP) technology.
• Knowledge of IP transmission facilities and facilities testing. Experience: Arrow Electronics, Inc Carbondale, Il
Telecom Technician IV On-Site 7/1/14 to 2/28/18
. Serves as the SL-100 principal technical operations representative to Southern Illinois University, Carbondale Illinois. Install and maintain all Nortel & Avaya voice and data products. Equipment includes Nortel SL-100 Telephone Switch, Nortel CS2000 VoIP soft switch, Nortel ERS 8600 routing solution, and Avaya Soft Phone Clients.
Key Responsibilities:
• Install analog and digital voice and data telecommunications equipment including PBX systems, key systems, and peripherals
• Employ appropriate troubleshooting techniques for analog and digital voice and data problems and for point to point as well as point to CO applications
• Complete work orders for adds, moves and changes, and repairs in one or more product lines
• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers
• Provide rotating 24 hour on-call coverage.
Experience: Verigent, LLC Carbondale, Il
Telecom Engineer 9/3/12 to 6/30/14
. Serves as the SL-100 principal technical operations representative to Southern Illinois University, Carbondale Illinois. Install and maintain all Nortel & Avaya voice and data products. Equipment includes Nortel SL-100 Telephone Switch, Nortel CS2000 VoIP soft switch, Nortel ERS 8600 routing solution, and Avaya Soft Phone Clients.
Key Responsibilities:
• Install analog and digital voice and data telecommunications equipment including PBX systems, key systems, and peripherals
• Employ appropriate troubleshooting techniques for analog and digital voice and data problems and for point to point as well as point to CO applications
• Complete work orders for adds, moves and changes, and repairs in one or more product lines
• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers
• Provide rotating 24 hour on-call coverage.
Experience: Avaya Government Solutions Bentonville, AR Technical Engineer (Avaya AS 5300) 05/01/11 to 04/13/12
• Analyze and resolve routine technical issues remotely.
• Provide installation and configuration of VoIP & SIP phones.
• Implementation and troubleshooting AS5300 Soft Switch Including voice, routing, software & hardware at a DOD site.
• Provide direction, recommendations, and solutions to I Implementation challenges for the customer.
• Provide remote support to channel partners.
Avaya Inc, JFK Port Authority, NY, NY
Customer Support Engineer III (SL-100) 12/18/09 to 04/30/11 Nortel, JFK Port Authority, NY, NY 04/01/09 to 12/17/09 Resident Engineer (SL-100)
• Analyze and resolve routine technical issues (either locally or remotely)
• Support other technicians (either locally or remotely, such as field technicians) who are experiencing routine technical issues.
• Conduct moves, adds and changes including projects such as station moves and upgrades on both hardware and software.
• Maintain current SL-100 Software Release and Patch levels.
• Perform basic feature and phone upgrades.
• Provide efficient support services and timely response to all trouble tickets.
•Troubleshoot IP transmission T1 facilities.
•. Open, track and assist Nortel with Call Reports as necessary
.
Qualifications:
• Working knowledge of T1/PRI and DID configuration.
• Knowledge of IP networks.
• Excellent troubleshooting skills.
• Knowledge of Nortel Voice-over-IP (VoIP) technology.
• Knowledge of IP transmission facilities and facilities testing. Nortel Bentonville, AR
Rapid Response Engineer (Enterprise) 8/1/08 to 3/31/09 Implementation and troubleshooting of the ERS8600/BayRS routing solutions at a customer site in an emergency.
Provide direction, recommendations and solutions to implementation challenges to the customer.
Provide recommendations and/or solutions to drive cost & effectiveness improvements.
Nortel Bentonville, AR
Resident Engineer - CS2000 6/1/08 to 7/31/08
Detailed knowledge of Nortel's Enterprise Data Product portfolio, specifically the Succession CS2000/CS2100 VoIP soft-switch, the Passport 8000 series Ethernet Routing Switches, Contivity VPN, and the BayStack 5510/20 routing switch .Includes the ability to configure and provision the hardware, enable applications, install software & hardware upgrades, and document problems to resolution. Skills & Knowledge
Strong technical support skills across one or more Nortel Products. Excellent customer interface and management skills. Familiarity with Nortel base technologies, platforms and products. Strong understanding of TCP/IP, VoIP, Ethernet, 802.11, OSPF, Megaco/H.248, MGCP, TGCP and SIP Protocols.
Strong Understanding of Network Design and Ethernet Switching Understanding of IP Network Security Concerns.
Understanding of IP Network Management Practices.
Excellent written and oral communications.
Presentation development and delivery skills.
Ability to work within both independently as well as part of a team. Qualifications
• Experience across Design Engineering, Customer/sales support, and technical support.
• Experience with communication network solutions implementation
(Engineering/installation/commissioning)
Nortel Rochester, NY
Sr. Assist Operate Specialist (Carrier VoIP) 1/1/04 to 6/1/08
• Create and deliver CS2100/MCS 5200 workshops and job aids for the customer's support personnel.
• Provide CS2100/2000 hands-on mentoring at customer’s site.
• Improve customer’s procedures with detailed knowledge of applicable Nortel solutions, technologies, services, and processes.
• Advise Customer in troubleshooting / problem isolation techniques, analysis, and the use of Operational Measurements.
• Mentor customer's technicians in the CS2100 VoIP system backup & patching procedures.
• Perform systems programming services and hardware/software reconfigurations for customer networks including provisioning lines & trunks as required.
• Provide hardware and programming technical expertise for customer networks and other internal groups for major system software upgrades.
• Provide input to the Customer's quality process prime leaders to assist in the creation of the customer’s routine maintenance, backup, and patch procedures.
• Initiate and participate in root cause analysis/preventative action activities when required, such as when an outage occurs.
• Participate in network transformation with customer and other Nortel entities, such as product support and network engineering. Nortel Networks Rochester, NY
GNTS Engineer 6/1/99 to 12/31/03
GNTS - Global Networks Technical Support for Nortel's Directory Assistance & NDA group headquartered in Rochester, NY. Primarily, responsible for network & routing issues concerning Bay Networks BCN & ASN routers interfacing into IBM AIX servers. Northern Telecom Philadelphia, PA
SSS (Software Support Specialist) 11/1/94 to 5/31/99 Responsible for the Administration, Configuration, Installation & Maintenance of Bell Atlantic's Network (consisting of Bay Networks Backbone Concentrator Nodes & Access Nodes) as deployed in the Nortel Directory Assistance Database. Protocols and topology included T1 circuits, token ring, ethernet, IPX, and IPEX (IP encapsulated in X.25).
Education: Electronic Institutes 1428 Penn Avenue, Pittsburgh, PA
Associate degree in Specialized Technology (Electronic 1980 and Computer Technology)
License: FCC First Class Radiotelephone License w. Ship Radar Endorsement. References: Excellent professional references available upon request.
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