Post Job Free
Sign in

Customer Service Project

Location:
Raleigh, NC, 27615
Salary:
45000
Posted:
June 10, 2011

Contact this candidate

Resume:

Robert R. Timper

**** ****** ******

Raleigh, NC 27615

Home 919-***-****

Cell 919-***-****

Email - *******@*****.***

SUMMARY:

Over 5 years experience in Nortel Meridian Administration.

Maintained and resolved problems with voice and computer systems (ACD voice systems FDDI, Token Ring, STAR Controllers, Hubs, Routers, Bridges, Ethernet, SNA, MVS, VTAM, Brown Telnet, Knets, and ISDN).

Installed computer and voice networks (ACD voice systems, FDDI, Token Ring, Star Controllers, Voice and Ethernet and ISDN).

Interfaced all types of devices (ACD phones, UNIX workstations, UNIX xterms, MAC PC’s, DOS PC's, printers, Sun workstations and ISDN) to Ethernet and Voice systems (Ethernet - FDDI, Token Ring, Star Controllers, Routers, hubs; Voice - DMS10, DMS100, Avaya PBX (G3si, Prologics, Merlin, System 75), CMS, SL1, Symposium, IVR, E-Talk, and Superview; Voicemail - Octel, Meridian Mail, Call Pilot , Intuity and Audix).

Planned and designed hardware layouts for all types of networks.

Successfully mentored and trained technicians on all types of networks (FDDI, Token Ring, Star Controllers, Voice and Ethernet).

Performed hardware and software functions on voice switches (DMS10, DMS100 SL1 and Avaya).

Interfaced Cisco Routers to Cabletron Hubs using T1 circuits with Frame Relay.

Installed IP, gateway and subnet mask addresses on devices (MACS, HP LaserJet printers, Windows 95, Windows NT, Lantronix boxes and Cabletron Hubs).

ACHIEVEMENTS:

Developed software tools at AT&T for PBX, voicemail, and router interfacing. Provided project management for the relocation of telecommunications equipment at Dialog.

Installation of the LAN/WAN system at Nortel's Raleigh area sites, inventoried Nortel's LAN/WAN resources for their manufacturing sites, established modem pools for Nortel, provided cabling interfacing for devices used at Nortel, resolved troubles and problems in telecommunications and networks as required for Nortel and AT&T, developed Procomm and Terranova scripts for TCIP and dialup network interfacing at AT&T.

EXPERIENCE:

6/2008 – 11/2008

Nortel Networks, Raleigh, NC

Monitor, Maintenance, Repair

Performing alarm monitoring, troubleshooting, maintenance and Customer Support for Dobson Wireless.

Using Remedy for creating tickets.

Running Unix commands for GUI interfacing.

Interacting with Customers to resolve issues.

Performing special projects for management team as needed.

Performing site checks on DMS equipment.

Providing telephone support for all Nortel clients.

Providing documentation and daily shift reports to management.

Provided tier1 training and mentoring.

Software Skills Used

SQL shell scripting, TCPIP, LAN/WAN, VOIP, Ethernet, MPLS, UNIX, Nortel Bay, Remedy

*Note: Currently working for a company name All Breed Care as I am looking a position in my technical field - Working as a part-time pet care professional. My duties include, dog walking, giving pets medications, and pet sitting for different clients in the Raleigh area.

12/2004 – 5/2008

Tekelec, Morrisville, NC

Monitor , Test, And Customer Support

Performing monitoring and testing on the SS7 Eagle STP system.

Using Unix commands and interfacing as part of the testing process.

Running software commands on problems as they occur.

Providing documentation and daily shift reports to management.

Recording daily logs of the percentage of system usage.

Providing customer care and support for Tekelec products.

Using Oracle for creating tickets.

Performing special projects on customer databases as needed.

Performing analysis of health check data required to upgrade customer systems.

Software Skill Used

VPN, Oracle, Procomm, UNIX, TCPIP, LAN/WAN, MPLS

07/2004 – 10/2004

Cingular Wireless, Fayetteville, NC

IT Telephony Engineer

Provided voice engineering and technical support on equipment as follows: Nortel Option 81, Call Pilot, Meridian Mail Symposium, IVR, E-talk, and Superview.

Supported users with telephony issues in a call center environment. The type of phones supported were M3904 and M3905 models.

Responsible for all PBX maintenance of the Nortel Option 81.

Performed all preventive maintenance routines for all of the voice telephony equipment.

Identified all PBX problems and issues and ordered the parts and equipment necessary for repair.

Configured and supported LinkSys 80.11b wireless routers for classes and meetings.

Provided Cat 5 cabling and cross-connects as needed.

Software Skills Used

TCP/IP, Unix, LAN/WAN, MPLS, Voice PBX

03/2003 – 07/2004

VMC SATELLITE, INC., GREAT FALLS, VA

Marketing Specialist

Providing marketing ad campaigns and other online promotions for satellite installations. Have also successfully recruited over 650 Internet marketers into this marketing program.

Software Skills Used

HTML, Java

08/1999 - 03/2003

AT&T SOLUTIONS, DURHAM, NC

Network Engineer

Providing customer service and solutions with various types of voice and data equipment. The clients serviced through AT&T are as follows: Textron (Including Textron Automotive), MetLife, American Express, United Health Care, Stanley, Honeywell, and Lexmark.

Monitored tickets through the Remedy System to resolve problems. Also, checked the Remedy System for alarms to proactively resolve customer issues.

Monitored customer mapping, to locate and troubleshoot problems.

Contacted vendors to identify specific problems with hardware.

Design and Configured ISDN T1/E1, T3 on Cisco Enterprise Networks

Configured point-to-point Frame Relay circuits between Hub and Spoke sites.

Design, configuration and implementation of TCP/IP using a variety of routing protocols including RIP, EIGRP, OSPF, BGP4, as well as technologies Frame Relay.

Software Skills Used

TCPIP, LAN/WAN, UNIX, Procomm, Remedy, CMS, Cisco Routing, Voice PBX

03/1999 - 08/1999

WES/TRONICS, RALEIGH, NC

Telecommunications/Networks Consultant

Performing various tasks as a consultant for a new startup company in the Raleigh, and RTP area.

Tasks include project management, planning, and hands-on work in networks and telecommunications on an as-needed basis.

Provided Cat 5 cabling and cross-connects as needed.

Software Skills Used

Windows OS, MAC OS, TCPIP, Ethernet

10/1998 - 03/1999

THE DIALOG CORPORATION, CARY, NC

Telecommunications Specialist

Provided telecommunications support as contract employee on a Nortel SL1 PBX and Octel voicemail system.

Responsible for administration, project management, software and hardware phone installation, phone and switch maintenance, troubleshooting, and planning. Experienced with SL1 loads and Octel voicemail in a customer environment.

Provided Cat 5 cabling and cross-connects as needed.

Software Skills Used

TCPIP, LAN/WAN, Ethernet, Unix, Voice PBX

4/1998 - 10/1998

INDEPENDENT CONSUTANT, RALEIGH, NC AREA

Telecommunications/Networks/Desktop Support Specialist

Performed various types of consulting work to telecommuters working out of their homes.

The tasks performed are as follows: advisory, telecommunication (example- upgrading a client from a pots line to an ISDN line), networks (example- installation of a mini hub to enable multiple devices to communicate with a single printer), desktop (hardware and software), and cabling.

Software Skills Used

Windows OS, MAC OS, TCPIP, Ethernet

7/1989 - 4/1998

NORTEL (NORTHERN TELECOM), RTP, NC

Telecommunications/Networks Specialist

Provided troubleshooting, installation, maintenance, and configuration of telecommunication, networks, and desktop devices as required.

The systems and devices worked on as a hardware hands on specialist are as follows: DMS-10, DMS-100, ACD voice systems, FDDI, Token Ring, Cisco Routers, Cabletron Hubs, Ethernet, Bridges, Star Controllers, SL1, ISDN, TCPIP, Meridian Voice Mail, Aspen Voice Mail, DV1, Modems, and T1 Frame Relay. Performed project management tasks as assigned.

Provided Cat 5 cabling and cross-connects as needed.

Software Skills Used

TCPIP, LAN/WAN, VOIP, Ethernet, MPLS, UNIX, Nortel Bay, Remedy

Test Equipment

Sniffers, LAN Analyzers, Firebird 6000(Bert tester), Dsp 2000

SPECIAL PROJECTS:

11/2002 – 01/2003

Software Tools for Modem Interfacing Project (AT&T)

Development of modem connections and login by programming Unix based software for interfacing PC to PBX or voicemail using either ProComm or Terranova applications.

Programmed these applications to automatically dial, connect, and login into systems.

10/1998 -12/1998

Option 11 to SL1 Upgrade Project (DIALOG)

Managed support issues for the moves, adds, and changes portion of the Option 11 to SL1 conversion.

Provided spreadsheets and coordinated efforts between contracting and in house support groups associated with this task.

1/1996-1/1997

DISA to MCI Conversion Project (NORTEL)

Identified modem pools, lead over 1900 DISA users to register with MCI, supervised 5 team members.

Used oral and written skills for updating upper management concerning the project.

1/1994-1/1996

LAN/WAN Installation Project (NORTEL)

Installed Class B Networks, a total of 20 primary devices, mentored and trained a staff of 3, implemented twisted pair network (UTP).

Used oral and written skills to update upper management and to train network and telecommunications technicians on the equipment.

SKILL SETS

Client/Server Compaq, HP, Sun, Dell

Operating System: DOS, HP-UNIX, Solaris, Windows XP, Windows 2000, Windows 95, Windows 98, Windows NT, MAC OS X

Languages: SQL Shell

DBMS: Oracle, Oracle DBA, Remedy, Remedy DBA

Internet: HTML, TCPIP, LAN/WAN

Voice Networks: T1, ISDN, Nortel PBX, Avaya PBX (G3si, Prologics, Merlin, System 75), VOIP, CMS

Voice Mails: Octel, Meridian Mail, Intuity, Audix, Call Pilot

EDUCATION: Certifications:

ACD Technologies, ISDN, TCPIP Transport, Internetworking with TCP/IP, Voice Over IP,

Working towards a CCNA, UNIX for Programmers, and UNIX for Users.

North Carolina State University - Courses in Computers Engineering Technology

Wake Technical College - Courses in Engineering Technology

Campbell University – Education

References

Will be furnished upon request



Contact this candidate