Customer Service Technical Support
Resume:
RICHARD ZULKOSKI
Gilbertsville, Pennsylvania 19525
*********@*****.***
SUMMARY
An adaptable and results-oriented telecommunications/networking technology professional with a demonstrated track record of expertise in fiber engineering, network assurance engineering, network management, NOC operations, technical support, testing and troubleshooting, network implementation and provisioning, maintenance, and customer service. Strong background in fiber networks, mobile/cellular networks, switching and routing, and optical transport networks. Excels at resolving issues including network outages, service interruptions, environmental issues, and equipment failures. Proven aptitude for consistently achieving KPIs and ensuring maximum customer satisfaction. Also, I was a contracted employee for Tower Heath for the EPIC system deployment and Service Desk Go-Live support in 2019. Capital cost spares and consumables inventory management experience.
TECHNICAL SKILLS
ALU/Nokia SR 7750/7705 Routers, Juniper MX-960/EX8216 and Cisco Routers and Switches, Nokia (Alcatel-Lucent) SAM, Cisco Nexus 7000, FEX (Fabric Extender), Remedy Ticketing System, Workbench 360, NetCracker. Experience with Cisco, Juniper, and Nokia platforms. Alarm monitoring platforms Nokia SAM (Ethernet circuit, Transport, eNodeB monitoring), VSM, NETCOOL, CRM. Ethernet (1G, 10G, 100G) acceptance testing/certification, facility turn-up, and troubleshooting. Break/Fix for network, fiber and equipment/devices to restore services. Ciena 6500 provisioning and maintenance.
EXPERIENCE
CROWN CASTLE FIBER, King of Prussia, Pennsylvania
Fiber Engineer, Break/Fix Team, 9/2022-5/2023
Crown Castle Fiber
Responsibilities include locating fiber damage, dispatching and directing crews to troubleshoot and repair CCF network fiber cable impairment based on OTDR (optical time domain reflectometer) traces provided by field personnel. Isolate damage location, provide crews with OSP (outside plant) information (splice case, cable, fiber pairs), monitor repair efforts, and maintain MTTR goals, as well as providing timely updates to the NOC to keep customers apprised of the trouble ticket repair status. Utilized CRM for trouble ticket repairs, updates, and customer records.
Responsible for redesign of fiber routes to new paths when necessary due to fiber cable damage or fiber capacity issues.
Utilized CRM for trouble ticket repairs, updates, and customer records. OSPInsight, Spatial, and QGIS tools utilized.
CROWN CASTLE FIBER, Warrington, Pennsylvania
Fiber Optics Network Technician, 9/2019-9/2022
Responsibilities include, but are not limited to installation, customer network services turn up, and maintenance of fiber optic network devices at CCF on-network and customer premise locations.
Installed and configured ADVA switches for customer network services on CCF network.
Maintained and configured Juniper MX480/MX960 routers at data centers and CCF POPS.
Utilized CRM for trouble ticket repairs, updates, and customer records.
Ciena 6500 OneControl, Site Manager, testing, turn-up, circuit turn-up, provisioning, commissioning, and troubleshooting.
WINDSTREAM COMMUNICATIONS, King of Prussia, Pennsylvania
NOC (Network Operations Center) Analyst, Specialist, 4/2018-1/2019
●Provided Tier 2- and 3-level technical network support reducing reliance on vendor support.
●Monitored, maintained, and supported customer services at both on-net and leased network facilities.
VERIZON WIRELESS, Plymouth Meeting, Pennsylvania
Network System Assurance Engineer III, 11/2008-12/2017
(Systems Technician was starting job title)
●Operated, administered, and performed advanced maintenance of switching elements, regional data network elements, optical fiber transport equipment, and peripheral equipment associated with Verizon Wireless Service Aggregation Point.
●Configuration, migration, and deployment/implementation of lit services for customer services on ring or point to point networks using Ciena 6500, Cisco 15454, ALU/Nokia 7750 SR and 7705 cell site routers.
●Provided support to various interdepartmental groups within network organization including network engineering, maintenance engineering, interconnect, switch and data engineering, data service engineering, national network organization, transport, and field assurance engineering.
●Configured, administered, and performed troubleshooting on ALU/Nokia SR routers, Juniper MX-960/EX8216, and Cisco routers and switches. Fujitsu 500/1500 Netsmart, 4500 & 9500. Ciena 6500 and OneControl. Lucent 5E and Nortel DMS voice switch experience.
●Partnered with engineering group to migrate 10G Ethernet facilities as part of cost savings initiative.
●Troubleshot connectivity and routing issues with cell technicians. Performed software upgrades on regional switch and data network elements.
●Teamed with engineering to implement configuration changes on various network elements during maintenance windows.
●Utilized Remedy Ticketing System and Workbench 360.
●Served as project leader for Brixwork and Tri-State Frame Loss projects to advance network circuit performance and improve overall customer LTE and VOLTE call performance and quality experience. Provided training and created WANG configuration files for cell technicians to add to cell site routers.
●Working knowledge of ALU/Nokia LamdaUnite DWDM DMX using Wavestar CIT GUI and Cisco 15454 DWDM Mux.
●Maintain environmental support systems including HVAC, AC/DC power systems, batteries, generators, facility security, etc.
●Implement Work Orders (SDCOs), Departmental requests from Engineering, Field OPS, Interconnect, NNO, and Mgmt.
●Additional Skills: Central Office installations with VZW, CCF, and XO Communications. Installed switches, routers, multiplexors, and various other switching center devices.
●Equipment Installations: Installed switches, routers, multiplexors, and various other switching center devices. Various interface panels, fiber optics, copper. I implemented these devices on the network.
●Rack/Stack/Space, Power Systems, Cooling: Performed installations with VZW, CCF, and XO Communications. Power systems were installed by trained/certified vendor personnel. My role was to monitor these systems for alarms/alerts and contact contracted vendors for investigation and repair.
● Bills of Material, Ordering (in any): Verified BOM and equipment lists for installations of equipment. Ordered equipment as needed when the warehouse needed replenishment of capital equipment for installations and spares for maintenance requests.
ADDITIONAL EXPERIENCE
BROADVIEW NETWORKS, King of Prussia, Pennsylvania, Network Operations Center (NOC) Analyst, Specialist, 2008. Provided Tier 2- and 3-level technical network support reducing reliance on vendor support. Monitored, maintained, and supported customer services on both on-net and leased network facilities.
PPL TELECOM, Allentown, Pennsylvania, Network Operations Center (NOC) Specialist, 2004-2007. Provided Tier 2- and 3-level technical network support reducing reliance on vendor support. Created methods of procedure and planned events for various network maintenance and restoration activities. Managed network projects as assigned by NOC manager.
XO COMMUNICATIONS/NEXTLINK, Allentown, Pennsylvania, Installation and Repair Manager, Eastern and Central Pennsylvania Markets, 2000-2003. Managed and supported I&R technicians in CPE and transport groups. Managed CPE installations and cutovers of new customers to XO services completed according to operations processes in place. Ensured timely resolution of customer problems in accordance with organizational objectives and corporate KPIs (key performance indicators).
EDUCATION
URSINUS COLLEGE, Collegeville, Pennsylvania
B.B.A., Business Administration/Minor in Marketing.
PENN STATE UNIVERSITY, Wilkes-Barre, Pennsylvania
A.A.S., Telecommunications and Engineering Technology.
LUZERNE COUNTY COMMUNITY COLLEGE, Nanticoke, Pennsylvania
A.A.S., Industrial Electronics/Power Technology.
PROFESSIONAL DEVELOPMENT
Award Solutions: TCP/IP Networking
Global Knowledge: Understanding Networking Fundamentals & TCP/IP Networking
MacOS basics training completed.
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