Customer Service Technician

James R. Journell

**** ***** **** **.

Lillian, AL 36549

Cell: 251-***-****

Email: ********@*****.***

IT/Telecom/Business Management Professional

A dynamic, team spirited and performance driven engineering professional with an extraordinary blend of leadership, business and engineering knowledge. Recognized for keen ability to improve processes, increase efficiency, and decrease the need for re-engineering. Ability to communicate and motivate team members to enhance strategic goals and bottom line objectives. Creative problem solving and troubleshooting skills complemented by meticulous and creative detail and specifications.

Qualifications/Experience

2008 – 2012 Present Connexion Technologies

Network Surveillance Engineer Team Lead

Managed Daily operations of Multisite NOC locations to Provide Technical Assistance to Field Operations in the Installation of Head End Equipment/Customer Premise Equipment and Provisioning on Net Centrex, Audio codes, Cisco (ACL ASA CDP EIGRP Frame Relay IOS MPLS Multipoint NAT OSPF PPP RIP STP SVL VLAN VOIP), Allied Telysen, Tellabs, Copper Com, Meta Switch, Alcatel, T1, DS3 and Metro E fiber circuits to Support Internet, Video, Wireless and VOIP services. Monitoring applications Inter-Mapper Solarwinds, Netcool and Wireshark.

Performed Duties as a Surveillance, Provisioning and Customer Service Technician on Internet, Voice and Video service support.

Develop/Maintain and Train Company Standard Operating Procedures and Testing of new Products and Services

Proficient in Windows Operating Systems and Applications. Setup and programming procedures for Audio Codes, Net Centrex, Cisco(Layer 2 and Layer 3 Routers and Switches), Allied Telysen, Tellabs, Copper Com, Alcatel, Meta Switch and various audio/video and Head End monitoring equipment.

2004 –2008 Cavalier Telephone & Television (formerly Network Telephone Corporation Pensacola Fl)

Network Operations Center (NOC) Chronic/VIP/Field Tech Support

Provide Technical Assistance to Field Operations in the Installation of Central Office/Customer Premise Equipment and Provisioning on IDSL, SDSL, ADSL, T1, DS3 and OC3 transports.

Liaison with the Regional Bell Operating Centers (RBOC) to include Bell South, SBC, AT&T and Verizon.

Assist Customers in the Application and setup up of Wired and Wireless Local Area Networks.

Develop/Maintain Company Standard Operating Procedures and Testing of new Products and Services.

Proficient in Windows Operating Systems and Applications. Setup and programming procedures for Netopia, Polycom, Verilink, Adtran

and Cisco IAD’s. Installation, setup and programming of Adtran and Copper Mountain DSLAM’s, Cisco Core Routers and Marconi

ATM operations.

2000 - 2004 Network Telephone Corporation Pensacola FL

Central Office, Switch and Field Technician

Install Maintain and Implement Central Office Equipment to support Voice over IP concepts. 5E Provisioning, Translations and Call

Features, Marconi ATM concepts and Adtran and Copper Mountain DSLAM’s

Install, Maintain and Implement Customer Premise Equipment

Application of Wide Area and Local Area Networking to include Virtual Private Networks, TCP/IP, DHCP, Static Routing, Web Page

and Email hosting

Liaison with Bell South for implementation of Broad band circuits that include DS-1 and DS-3 turn up and acceptance.

1998–1999 Edwards Electronic Communications Jackson, MS

Electronics Technician

Installed and Maintained Digital and Private Branch Exchange Systems

Installed and Maintained CCTV Surveillance Systems

Installed and Maintained Fire Alarm Systems

Installed and Maintained Commercial and Residential Security Systems

Manage daily operations for installations, moves/changes, repair logs and inventory requirements

1993–1998 Digital Voice Corp. Farmers Branch, TX

Digital Branch Manager/System Administrator and Technician

Manage, Maintain and Administer two Digital Voice Corp. 1200/5000 Voice/Data Digital Branch Exchange Systems for the

Biloxi/Gulfport Veterans Administration Medical Centers

Maintain and Administer the Pro Tech Audio Paging System

Maintain interface with Motorola Radio Paging System

System Administrator for the Digital Speech Automated Answering System

Originate, terminate and maintain both inside and outside cable plants.

Liaison with AT&T, BellSouth, MCI and Sprint for the use and implementation of T1, 56k and Digital Trunk Interface circuits

Manage daily operations for installations, moves/adds/changes and repairs.

1976-1992 United States Air Force

Last Duty position Keesler AFB, Biloxi MS

Master Instructor of Information and Communications Technologies

Education

1992- Present

Certified Cisco Network Associate (CCNA)

Cisco Voice and Unified Communications Administration v8.0 (CCNA Voice)

Cisco (Layer 2 and Layer 3 Routers and Switches)

5E Provisioning and Translations

Netopia, Polycom, Verilink,Adtran and Cisco IAD Provisioning

Copper Mountain, Adtran and Cisco Setup and Programming

Marconi ATM Setup and Programming

Network Applications and Concepts

1992–1996 University of Southern Mississippi

B.Sc., Applied Computer Science and Business Administration

References Available Upon Request

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