Engineer Customer Service

John Luter

***** ****** **** ** *** ***-* Midlothian Virginia 23112

Home 804-***-****

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

PROFESSIONAL SUMMARY

Professional individual in the Wireless Industry, with a strong background in Telecommunications, looking to obtain a position in Telecommunications that will allow me to utilize my customer focused and team oriented skills. Extensive experience in project management and provisioning, working with large clients and teams, bringing projects together on time and within budget constraints. Customer service focused, able to resolve issues and create a win-win situation for all.

WORK HISTORY

AT&T Wireless- 01-2009 - 12-2011

Wireless Provisioning Engineering

•Integral member of engineering team responsible for adding capacity to all cell sites in the South NJ/Philadelphia Market

•Project managed and provisioned over 100-150 orders for DS1, DS3, and Ethernet ASR’s on a monthly basis to Telco Ready completion

•Initiated troubleshooting procedures on all past due ASR’s with both immediate carriers and independent companies

•Worked with internal construction team on sites where construction was required. Served as intermediary between the outside plant team of LEC and out internal construction to make sure that site walk was performed and all additional facility issues were resolved.

•Facilitated weekly meeting with Verizon to discuss all past due orders for the market

•POC for TSP code project for market.

•Maintained progress of all ASR’s issued utilizing Excel Spreadsheet trackers

•Updated and maintained Granite integrity for all orders including updating of Segments and Paths as required.

•Subject Matter Expert (SME) for all ASR order issuance systems in market region

(VFO and CSG)

•Proficient in updating AT&T’s internal tracking system called CTS

T-Mobile U.S.A. (Suncom), Richmond, VA 2004 – 2008

Facility Engineer

•Facility monitoring, analysis, inventorying, project management and building of wireless circuit infrastructure, including complex narrowband and broadband circuit components.

Facility Engineer skills

•Responsible for ordering, building and management of sonet, optical transport, DS3/DS1 (specials/switched), trunks, E911, LD, voicemail, IMT, NB links, Aters, GB links, ATM, DA fixed, Fixed toll, SS7 circuits and media gateway controllers to support network infrastructure as needed.

•Contributed as subject matter expert (SME) on Granite (Xng) process standards, documenting and distributing information on all new processes and improvement to current Xng database processes.

•Responsible for coordinating, building and designing network component (equipment) installation and decommission in Xng and database systems, including path level, segment level, CLR design and database modeling.

•Lead engineer responsible for analyzing and developing network traffic forecasts for large growth areas in the Carolinas.

•Experienced in building and maintaining industry relationships.

•Actively managed multiple complex projects involving re-homes of high inventory narrowband and broadband circuits

•Knowledge of reviewing carrier services billing, developing and maintaining the annual operating budget.

•Responsible for coordinating network component installation.

•Identification of, and maintenance of, all inventory systems supporting network infrastructure growth.

•Knowledgeable in providing traffic projections, maintaining network inventory and providing cost analysis.

•Responsible for monitoring PSTN route traffic.

Accurate and thorough documentation of all provisioning activities.

•Project Management skills

•Lead engineer responsible for long-term project of transitioning Carolinas market (North Carolina, South Carolina, Georgia) from CDMA technology to GSM technology.

•Extensive knowledge in the use of Xpercom (Xng) Granite system.

•Knowledgeable in reporting use for Infosource Essent system.

Business Telecom Incorporated 1999-2004

•Directed high profile companies to ensure orders initiated and delivered timely to meet deadlines.

•Teamed with Sales VP and VP or Provisioning in researching causes of provisioning delays

•Initiated time studies within various departments to determine process gaps

•Developed and implemented status meetings to provide direction in escalation processes for past due orders . Resulted in order completion times decreased from a 45 day interval to a 27 day interval.

•Developed new department for provisioners

•Supervised provisioners of local porting of Business and Residential line using Metasolv/TBS inventory system

•Trained provisioners on creation of Local Service and Access Service Requests

•Generated orders for the monthly turn-up of 1,000 lines and 100k plus revenue.

EDUCATION

HOWARD UNIVERSITY COMPLETED 2 1/2 YEARS

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