Engineer Customer Service

Network Engineer

Daniel Calhoun

**** ******** **** #**** *******, Texas

281-***-**** (Mobile)

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

Career Summary:

Possess strong background in telecommunications network trouble isolation and resolution, which includes maintenance of local service switched networks. Obtained a strong understanding of DS3, DS1, DS0, and ISDN. Have solid experience troubleshooting switch network routing anomalies, which includes central office NPA-NXX and CCS7 software translations. Acquired extensive experience with ILNP-LNP conversions, 911/411/800 service, CCS7 messaging, remote T1 testing, CPE trouble isolation including channel banks to include ADC ICX 1000’s, Access 60’s, Vina Box’s, and Kentrox CSU/DSU’s and PBX systems (Nortel, Meridian, Seimens, Electronic Key Systems, Avaya, and MCIWorldcom.

Work Experience:

7/2004-PRESENT Data Coordinator Verizon Wireless Houston, TX

• Provide exceptional customer service to internal and external customers. Extremely strong knowledge of Cell switches (Nortel, Motorola HLR, and Lucent (Autoplex 1000) switches) to troubleshoot customer issues.

• Provide telephonic and/or electronic Technical Support for customers who use wireless data products and services; troubleshoot hardware/software issues, identify network/application issues, provide information on how to set-up/use wireless data products, and answer presales questions by:

• Troubleshooting for PC Operating Systems (Win 95, 98, ME, NT, 2K, XP), specifically Device Manager and TCP/IP configuration.

• Providing detailed instructions (with and without connectivity software) on how to set up/configure and troubleshoot wireless data connections for: Blackberry devices, Wireless Modem Aircards for PC, tethered connection between Cell phones, PDAs, Thera, Pocket PC, and Palms.

• Using trouble ticketing system for tracking customer interactions and problem resolution.

• Uses various administrative tools and online resources for troubleshooting.

• Expert knowledge of email client setup and trouble isolation of Microsoft Outlook.

1/2001 - 4/2003 Network Engineer III MCIWorldcom Sugarland, TX

• Isolate customer local service troubles across the United States with the use of a wide variety of remote test equipment (SAGE 950, DMS remote headset) at the DS3, DS1 and DS0 levels.

• Dispatching LEC technicians, WorldCom technicians, or Customer Premise Equipment technicians as required.

• Strong analytical and problem solving skills to isolate complex ISDN BRI and PRI troubles to include B-channel analysis, layer 3 D-channel analysis and Video Teleconferencing bonded calls. Use of Spectra iNET CCS7 protocol Analyzer and HP Internet Advisor are necessary in isolating these troubles.

• Programmed multiple network switching systems to include the Nortel DMS 100/500, Seimens Stromberg-Carlson EWSD class 5 switch, Lucent 5ESS, Ericsson AXE, and Alcatel Wide-Band and Narrow-Band Digital Cross Connect systems (DACS).

2/1998 - 1/2001 Network Engineer I & II MCI Cary, NC

• Isolated and resolved local service customer troubles using LERG Databases (CADB, Route 7, and Route 6), ISDN Hewlett Packard protocol analyzers, SAGE 950, Nortel DMS 100/500, seimen EWSD, Lucent 5ESS, and the Ericsson AXE switches.

• Used remote T1 test equipment to induce software loop for both intrusive and non-intrusive testing.

• Interfaced with the customers and various TELCOs and LECs to resolve Service troubles. Also interfaced with numerous PBX vendors to isolate troubles such as Avaya, Northern Telecom, Worldcom, and Meridian.

10/1994 - 11/1997 Airman USAF Barksdale AFB, LA

• Coordinated, directed, and supervised personnel in the maintenance and

installation of all telephone circuits on the Air Force Base.

• Provided technical expertise in troubleshooting system failures on the Nortel

MSL-100 switch.

• Analyzed prospective software database modifications to match existing

communication networks.

• Trained and supervised all new recruits that were assigned to my crew.

Education:

9/2002 Vocational

Certified troubleshooting DMS 100/250/500 translations , Northern Telecom

US-NC-Raleigh

11/1996 Vocational

Certified Lan/Fiber Optic Installation and Testing

US-LA-Barksdale AFB

3/1995 Vocational

Certified Telephone Data and Circuitry Systems

US-Tx-Shepard AFB

6/1995 Vocational

Certified Electronic Principles

US-Tx-Lackland AFB

5/1994 Mascoutah Community High School

General studies Mascoutah Community High School

US-IL-Mascoutah

REFERENCES UPON REQUEST

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