Senior-Advanced Network Technical Support

DAVID DURBIN

Anderson, IN *****

317-***-**** - ********@*****.***

PROFESSIONAL SUMMARY

Experienced Telecommunications Professional with over 20 years of progressive experience in network architecture, equipment provisioning, and technical support. Proven expertise in managing diverse systems, including Motorola, Nokia, Cisco, Ericsson, and UFISPACE. Successful track record in optimizing network performance and implementing cost-effective solutions. Skilled in leading large-scale projects, reducing operational costs, and ensuring seamless operations. Seeking a Network Technician role to leverage comprehensive technical acumen and leadership skills to drive efficiency and reliability within a forward-thinking organization. SKILLS

• Network troubleshooting • Vehicle maintenance

• Configuring equipment • Wireless networking

• Network configuration • Documenting activities

• Troubleshooting systems • Installation and maintenance

• Troubleshooting and repair • Mobile communications

• Data networking • Wireless technologies

• Network design • Customer support

• Network troubleshooting

WORK HISTORY

11/2024 to Current Communications Analyst

State of Indiana - Integrated Public Safety Commission – Indianapolis, IN Bench test and align variety of Motorola radios for various county and state departments

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• Developed code plugs based on customer requests and loaded to radios for testing

• Programmed security keys for the state's P25 trunked radio system Programmed variety of radio makes and models for various uses for other state and local agencies.

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Fostered an open dialogue within the organization through effective facilitation of team meetings, workshops, and brainstorming sessions.

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09/2024 to Current Shift Supervisor

Pet Supplies Plus – Noblesville, IN

• Trained new employees and delegated daily tasks and responsibilities.

• Completed store opening and closing procedures and balanced tills. Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.

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• Responded to and resolved customer questions and concerns. Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.

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Helped store management meet standards of service and quality in daily operations.

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Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.

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Conducted routine inspections to check quality and compliance with established specifications.

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• Completed cash and credit card transactions accurately using POS software.

• Cultivated professional working relationships with peers and supervisors.

• Oversaw loading and unloading of packages in warehouse. 02/2023 to 11/2024 Telecommunication Technician 3

State of Indiana – Department of Natural Resources (DNR) – Indianapolis, IN Provide daily support to entire State Conservation Officers (Law Enforcement) to maintain, repair, and program Motorola APX 6000, APX 4500, and EF Johnson ES 5100 radios

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Provide daily support to all 32 Indiana State Parks, 120 Fish & Wildlife Areas, and 4 State Recreation Areas for maintenance and programming requests

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• Sought competitive bid for replacement batteries for State of Indiana – DNR State Parks division saving 60% over preferred vendor quote and shortening delivery time by 5 months

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Sought competitive bid to replace radios in use by non-law enforcement divisions of the DNR to support State roll out of Phase 2 P25 trunked system, saving $1.4 Million dollars

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Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.

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Trained new technicians on standard operating procedures, ensuring consistency across the team.

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• Performed troubleshooting and diagnosis on malfunctioning equipment. Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.

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Increased customer satisfaction with prompt and knowledgeable support for various technical issues.

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Conducted root cause analyses for recurring technical issues, minimizing future disruptions.

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Increased equipment lifespan, performing preventive maintenance and timely repairs.

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Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.

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Reduced response times to technical issues, implementing prioritized troubleshooting protocol.

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Inspected, evaluated and calibrated electrical and mechanical systems and components.

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Demonstrated to customers proper methods for operating equipment after it had been installed.

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• Researched and implemented new technologies and equipment. 09/2021 to 11/2022 Senior-Advanced Network Technical Support AT&T – Indianapolis, IN

Support AT&T Mobility provisioning and maintenance centers as well as Tier 2 Support teams for Nokia, Cisco, and Ufispace equipment utilized as MSN and SIAD nodes within the network.

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Manages network errors from reports pulled daily by analyzing errors reported and delegating to appropriate center or team for correction

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Continued support role for future deployment of network architecture using Nokia and Ericsson equipment.

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• Self-motivated, with a strong sense of personal responsibility.

• Worked effectively in fast-paced environments.

• Skilled at working independently and collaboratively in a team environment.

• Proven ability to learn quickly and adapt to new situations.

• Excellent communication skills, both verbal and written.

• Demonstrated respect, friendliness and willingness to help wherever needed.

• Worked flexible hours across night, weekend, and holiday shifts.

• Organized and detail-oriented with a strong work ethic. Used critical thinking to break down problems, evaluate solutions and make decisions.

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• Adaptable and proficient in learning new concepts quickly and efficiently.

• Learned and adapted quickly to new technology and software applications. 06/2018 to 09/2021 Sr. Wireless Translations Engineer AT&T Mobility - National Business Services II – Indianapolis, IN As member of Tier 2 Support team, supported various provisioning centers in their work for new site build turn-up and testing, as well as ongoing changes based on network architecture and /or equipment introduced thru a variety of projects

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• Supported introduction of Juniper equipment as use for small-cell architecture

• Continued support of Cisco equipment used for Ethernet over SONET architecture Supported introduction of UFISPACE equipment into network as equipment upgrade

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Supported provisioning centers in turn-up and testing of Ciena and Juniper equipment and circuits used for IPAG cloud

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Wrote and peer-reviewed job aids and procedures used by technicians and engineers for turn-up and testing equipment and circuits, and for changes to existing live network

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Worked with software developers to automate various jobs/tasks performed by provisioning centers

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• Subject Matter Expert on Cisco MWR 2941, 15454, 15310, ASR-901, ASR-901, NCS-5501, and ASR9K routers

• Subject Matter Expert on Nokia 7750, 7705 v1 and 7705 v2 routers Subject Matter Expert for Juniper MX-480, MX-960, ACX-1100 SCR, EX-2200 and Ericsson 6673 small cell routers

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Wrote, reviewed and edited technical document in accordance with template requirements.

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Developed positive working relationships with stakeholders to effectively coordinate work activities.

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Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.

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Optimized engineering processes by implementing innovative solutions and streamlining workflow.

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Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.

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Reduced downtime during system upgrades with thorough planning and implementation of new hardware across company networks.

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Supported junior engineers through mentorship, offering guidance on complex problem-solving and technical skills development.

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Facilitated knowledge sharing sessions on latest engineering trends, fostering culture of continuous learning among team members.

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• Collaborated with other departments to facilitate successful project completion.

• Created detailed reports on engineering activities and findings. 05/2005 to 05/2018 Telecommunication Specialist

AT&T – Indianapolis, IN

• Provided support to technicians in provisioning center as Lead Technician Wrote job aids and procedures to be used by other technicians for testing and turn-up of new equipment and circuits introduced to the network

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Tested provisioning software releases for compatibility issues when deployed before general use

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Worked with field personnel in turn-up and testing of Ciena 3911, 3930, 3931, 3960 and LE-311v and supporting circuits utilizing DWDM nodes

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Worked with field personnel in turn-up and testing of UMC-1000 for U-verse fiber deployments

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Performed monitoring and clearing of alarms for SS7 network, Nortel DMS-10, DMS-100, DMS-200 and DMS-250 switches

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Provisioned Nortel DMS-10, DMS-100 and DMS-200 nodes, led project to insert multiple new DMS-200 in Chicago, assisted in standardization of all DMS switches for 5-state Ameritech region to allow for automation of provisioning and reduction in trouble reports

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Oversaw successful installation projects, ensuring timely completion within budget constraints while meeting client specifications.

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Verified service by re-programming circuits and alarms and conferring with team of engineers.

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• Leveraged electronic testing equipment to diagnose and solve telecommunications issues and maintained records of systems performance, operations and equipment inventory.

Installed, troubleshot, repaired and redesigned telecommunications systems to support communication and information exchange.

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Collaborated with cross-functional teams to streamline processes and improve overall service delivery.

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Increased network efficiency by conducting thorough audits and recommending appropriate upgrades or modifications.

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Evaluated and tested software and hardware to determine compatibility with existing systems, efficiency and reliability.

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Reduced downtime for clients by swiftly troubleshooting and resolving complex technical issues.

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• Installed and configured new devices and system components.

• Performed periodic system upgrades and maintenance to meet industry standards. Implemented training programs to improve knowledge and skills of new technicians.

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• Accurately read, understood and carried out written instructions. 07/1997 to 05/2000 Customer Service and Sales Representative Ameritech – Indianapolis, IN

Inbound customer service and sales for residential customers in 5 state region in the Midwest

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Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.

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Generated additional sales opportunities with upselling and cross-selling techniques.

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Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.

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Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.

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Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.

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EDUCATION

05/2008 Bachelor of Science: Telecommunications

Pace University - White Plains, NY

Dean's List Spring, 2007

• 3.88 GPA

• summa cum laude graduate

• Alpha Chi Member

• Delta Sigma Phi Member

INTERESTS

• Camping

• Reading

• Auto Repair/Restoration

• Road Trips

• Food Tourism

Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms.

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• Volunteer Work

Contact this candidate