Customer Service Network
Resume:
JAMES M. ERICE
Fairfax Virginia 22031
*************@***.***
SUMMARY:
• 11 years of Helpdesk / NOC experience that includes 5 years supporting the Sprint NOC (as a Network Operations Specialist lead for the NCC Network Control Center at Sprint Large Customer Support Group and 2.5 years supporting AOL, LLC NOC.
• Extensive experience with customer service and problem resolution for inbound and follow up outbound calls while working in NOCs and call centers.
• Monitored WAN networks via Netcool and HP OpenView, on Foundry & Cisco Switches, receiving alarms power surges & failures, communication line alarms, circuit outages and appropriately referring out to internal and external fix agencies.
• Worked with Local Exchange Carriers to troubleshoot packet loss issues and circuit outages.
• Experienced in troubleshooting: external user issues, beta testing Voice Over Internet Protocol (VOIP), beta testing Wireless Broadband, and DSL bundled users.
• Responsible for direct access to the AOL Reston NOC computer rooms to physically replace foundry switches, fiber optics cables, etc working with Router Access Group to confirm functionality.
• Monitored trouble ticket logs – assisted with resolutions, re-directed as needed, and tracked through third party vendor until completion.
• Troubleshooting customer's concerns and resolve equipment configuration and hardware problems from a remote NOC/NCC (Network Control Center).
• Responsible for training new employees and updating group procedures. Proficient with Dial Up rotaries, Frame Relay, X.25, and NNI Gateways, and Physical Layer/Private line DS0 and DS1 testing.
• Received dial-up issues via AOL application e-mail under screen names.
• Worked with CPE Technicians on-site across U.S. to replace or reload modems, routers, ram disks and DCP2's that cannot be corrected remotely directing them to locate and replace equipment.
• Working with Arbinet an exchange network, troubleshooting voice traffic on VOIP and TDM with other companies who were service providers and inbound traffic members.
• Refer issues to appropriate internal fix agency or external outlying carrier or resolving by dynamically routing to other carrier with improved call completion ratios. Also had access to Telenet into TPX Frame Relay Switches, Foundry Switches and Cisco Routers.
SKILLS:
Frame Relay, Heikman 2001 React Physical line testing, HiPertrax 3COM Systems, HP Openview, Master Analyst/Diagnostics, Microsoft Office, Netcool, Passport ATM Switches, Primary Vision/Access, Remedy, Solaris, UNIX, TCP/IP, TDT2 Alcatel HSS and TPX Packet Switches , WAN/LAN , Windows XP, Windows NT 4.0 & 2000, X.25, Ensemble Vantive VOIP DSL Cable/Modem Customer Service
WORK EXPERIENCE:
Senior Operations Analyst 12/2008 – Present
AAMVA - Comsys
• Full production 1st tier support for 51 jurisdictions, Canada, Mexico, and 3rd party accounts
• Ensure expedient resolutions to Verizon MPLS/WAN issues. Respond to and work with appropriate parties to capture information resulting from network, central sites, jurisdiction outages, slow downs, etc
• Call Center Monitoring to include the creation of, update, reporting, and distribution of problem tickets on Footprints
• Utilizing Netforum mailing distribution system and updating database with point of contacts.
• Support and monitoring of all existing Applications (i.e., CDLIS, PDPS, SSOLV, HAVV, NMVTIS, BPEVR, EVVER, DVD, ELT, SR22/26, SSR) and AAMVA network related services
Network Operations 6/2007 – 11/2008
Arbinet
• Working in a NOC environment for Arbinet an exchange network, between telecommunication companies providing the best possible routes to destinations internationally and nationally.
• Troubleshooting and resolving external customer issues.
• Documenting customer’s complaints on Remedy trouble tickets and troubleshoot voice issues on VOIP and TDM.
• Referring issues to appropriate internal fix agency or external outlying carrier.
• Sending and receiving planned and unplanned maintenance via e-mail or over the phone and advice appropriate agencies internal and external.
Network Operations Center Analyst 6/2004 - 11/2006
AOL, LLC
• Worked within a NOC environment to troubleshoot Voice Over Internet Protocol (VOIP) single member issues and WAN, Domestic and International Dial up, DSL/Cable broadband, AOL Mobile phone (AIM, E-mail, ICQ), and Wireless Broadband Services.
• Diagnosed and troubleshot issues.
• Worked with other carriers to resolve network impairments.
• Utilized tools and applications such as Remedy a ticketing system, Netcool, RedHat, and Windows XP Business.
CONTRACTOR 3/2003 – 4/2004
Tier 2 Resource Management (WLNP)
NEXTEL
• Worked at NEXTEL's (WLNP) Wireless Number Portability Fallout Management Center.
• Troubleshot customers backlog issues by completing inbound porting telephone numbers with single member's Nextel phones from old service providers.
• Utilized tools such as SMG/SOA, Ensemble, and Vantive a ticketing system.
WLNP/NNPC - Call Center Rep
Nextel Wireless
• Worked in Nextel's Wireless Number Portability Fallout Management Center.
• Assisted customers transfer their phone number to their Nextel phone.
• Utilized tools such as SMG/SOA created by Telecordia, Ensemble, and Clarify a ticketing system.
Customer Support Representative
SER Solutions
• Supported in-bound calls in a call center from customer reporting various issues with SER's application, created trouble reports and referred them to appropriate fix agency.
Documentation Support 1/2002 - 8/2002
Labat Anderson
• Worked with Executive Office of Immigration Review and the Library for the Board of Immigration Appeals.
• Managed BIA Judges decisions, scanned for Virtual Library project to be posted on the web.
Sprint 1/1997 – 11/2001
Senior Network Ops Specialist - Lead Tech 6/1997 - 11/2001
Employee
• Lead technician on a seven member team responsible for maintaining Sprint's WAN services for customers.
• Troubleshot customer's concerns and resolved equipment configuration and hardware problems from a remote NOC/NCC (Network Control Center).
• Responsible for assigning workload to shift team members.
• Responsible for training new employees and updating group procedures.
• Proficient with Dial Up rotaries, Frame Relay, X.25, and NNI Gateways, and Physical Layer/Private line DS0 and DS1 testing.
• Proactively identified and resolved software and hardware problems utilizing various tools.
• Worked with upper level management in various telecommunications companies to ensure rapid resolution of outages for domestic and international customers.
Network Ops Specialist One
Contractor 1/1997 - 6/1997
• Responsible for the repair of various dial-in networks used by AOL.
• Documented trouble reports and fix actions via TRS ticketing system, troubleshot network anomalies by using various tools such as Primary Access, U.S. Robotics GUI based with UNIX.
• Proactively identified potential problems on AOL networks and made necessary repairs.
• Monitored AOL network supported by Primary Access and US Robotics equipment.
• Worked with CPE Technicians on-site across U.S. to replace or reload modems, routers, ram disks and DCP2's that could not be corrected remotely.
• Experience with 3com primary access/vision.
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