Customer Service Air Force

Bruce Hartman

**** ********* *****, *******, ** *3511

813-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Results oriented professional who excels at being customer focused, organized, and knowledgeable about business improvements. Promote and enjoy teams that are motivated to sustain high levels of productivity and accomplish challenging goals. Experienced with a broad range of technical systems. US Air Force Vietnam veteran.

SKILLS & EXPERIENCES SUMMARY

Management Skills

•Oversee complete installation and implementation of engineered designs.

•Strong time management skills results in on-time project completion

•Schedule techs to maintain 24/7 operations.

•Oversee and complete work within operating budgets.

•Accurately input information to create purchase orders and verify completion.

•Develop staff training and quality measurement guidelines to promote high performance.

•In conjunction with management, perform and conduct annual, bi-annual reviews along with providing ongoing open communications with team to include coaching, mentoring, and career development on a daily, weekly and monthly basis.

Customer Service Skills

•Ability to train customers at new sites to improve satisfaction and utilization of equipment.

•Successfully work with internal and external customers for test and turn up all new equipment.

•Assume responsibility for customer issues and resolve any problems.

•Ability to work with difficult customers and diverse personalities while maintaining emphasis on results and solutions.

Technical Skills

•Nortel DMS Switches, 100, 250 500, MTX, GSM, and ESMR wireless systems, Optera, Tellabs DACS. Ciena and Cisco DWDM equipment.

•Sonus Soft Switches, Ciena, Positron, CAC Navigator/Widebanks

•Working knowledge of CISCO routers, Nortel Access Nodes, SONUS, Infinera

•Obtain information needed to complete orders working with M6, DSLAM, NMARS, WEBRT, VARASSET and other sources.

•Working knowledge of Microsoft Office.

WORK HISTORY

ADEX 9/4/2024 to 3/14/2025

Telco Eng

Job Description:

Network Engineers support the design, implementation, and optimization of the telco network solution used to provide services. The candidate will collaborate with internal and external teams, and work independently on projects, including developing telco designs based upon Network Topology requirements.

Responsibilities:

●Evaluate telco designs in relation to the critical infrastructure and service needs for the Network.

●Plan and design modern telco services to replace legacy copper-based telco solutions.

●Implement solutions that support customer requirements.

●Participate in after action reviews to resolve technical challenges.

●Create and maintain documentation for engineering and NOC teams.

●Identify areas of opportunity for automation and network optimization.

●Manage the Telco design release workflow to meet the implementation schedule.

The Select Group

RCAT ENG 5/13/2024 to 7/5/2024

RCAT Testing – provisioning for orders in testing queues

•Card Additions to the Network

•Shelf Additions to the Network

•Grooms

•Decoms

Northcentral Telecom

Implementation Engineer 9/3/2019 to 2/26/2024

•Implements upgrades on Customer’s In-Service networks without impacting the services provided to the end user. This includes Channel Adds, Node Insertions, traffic migrations and HW/SW Upgrades. Work with Verizon tools such as CCP, VENUE and working knowledge with BGW and ONE CONTROL.

•Remote Configuration and Testing implementation of for the One Fiber network across various equipment including Ciena 6500 (CIENA Site Managers), Ciena 5410, 5430 (Core directors) and Cisco 2K and 4K OTN/DWDM/ROADMS. Also testing and configuring Fujitsu, Nortel Network elements and Corian equipment.

•Provide technical assistance and communicating technical information and status various cross-functional teams including project management, field operations and management teams

Sage Management

Sr. Telecom Survey Specialist 6/11/2018 to 03/15/2019

•An inventory of all equipment including racks to the lowest level available.

•Monitoring of all telecom services utilizing appropriate test equipment

•Tracing and tagging of all telecom services at the location (FIBER, DS3/T3, DS1/T1, POTS, etc.)

•Inventory of all telecom services at the location

•Assessment and documentation of power utilization

TEKMARK

Network Engineer 2/8/2016 to 3/30/2018 Responsible for the installation, configuration, provisioning, and turn-up of new circuits (T1, DS3, OC3, OC12, GigE, 10GE) servicing High Speed Internet (HSI) customers as a member of the HSI Activation team

•Configure/provision/troubleshoot Cisco routers and switches, Juniper routers and switches, Adtran high-density DSLAMs, Alcatel-Lucent routers and switches, and Calix C7 and E7.

•Audit ATM and IP networks. Move, build, and engineer ATM VP/VC paths. Build and/or change subscriber VLAN configurations.

•Provision new circuits (T1, DS3, OC3, OC12, GigE, 10GE)

•Change and/or build new subscriber configuration in routers

•Work closely with field technicians to complete physical and logical changes

AFL Global 8/1/2015 to 2/1/2016

Installer 4

•Sequence tasks to complete project within time budgeted.

•Verify engineering documents with inventory.

•Make necessary modifications to adjust for missing elements

•Install equipment.

•Install DC power to new equipment.

•Run and label all cables and fibers per engineering.

•Meet and quickly develop working relationships with personnel as assigned to each project.

XO Communications Co, Tampa FL 6/1999 to 2/2015

Manager/CO Team Lead

•Managed day to day operations of the Central office and Data center.

•Installed, maintained and repaired equipment for local market network.

•Installed all hardware for bays and cable racking in the CO and DATA Center.

•Responsible for proper functioning of the AC/DC power plant, HVAC and fire systems.

•Responsible for running CAT5/6, DS3 and SM/MM fiber etc. as needed.

•Maintained DS1, DS3, OC-3, OC-12, OC-48, OC-192, 1G, 2.5G, 10G equipment with minimal assistance.

•Working knowledge of CISCO routers, DACS, DMS500, Nortel Access Nodes, SONUS, INFINERA and CIENA.

Intermedia Communications, Tampa, FL 1/1998 to 6/1999

Switch Manager

•Responsible for day-to-day operations of the central office.

•Managed the DMS500 and STP for the Tampa market.

•Responsible for the maintenance and operations of the 13 Nortel Access Nodes for the corporate headquarters phone system.

Nortel Telecom, Plano, TX 3/1982 to 12/1997

Maintenance Technician

•Maintained multiple NORTEL switches, MTX, GSM and ESMR wireless systems.

•Responsible for scheduling of techs for 24/7 operations.

•Responsible for new product test and verifications.

•Worked with design engineers on new product development before going to market.

•Responsible for post installation requirements for new customer sites.

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