Customer Service Electrical Engineer

Jeffrey Smith

469-***-**** begin_of_the_skype_highlighting 469-***-**** end_of_the_skype_highlighting

**************@*****.***

TELECOM NETWORK OPERATIONS PROFESSIONAL

Electrical engineer with experience in network services provisioning. Working knowledge of network components, DXC’s and switches. Supervised, trained, motivated and mentored diverse work groups. Proven commitment to quality, customer service and getting the job done on time in a fast paced, cost constraining environment.

EXPERIENCE

VERIZON BUSINESS, Richardson, TX 1995 to 2009

Network Implementation Specialist (2007 to 2009)

Supported foreign carriers and resellers with design and implementation of network capacity for international voice traffic. Responsible for requests from +10 counties, coordinated testing and activation’s with international third parties, self started working independently with minimal supervision. Managed internal special projects.

* Provided project management support for the offloading and redistribution of +2k circuits on two international switches to facilitate switch redesign.

* Headed C7 link migration project encompassing over 500 international circuits.

* Maintained switch port utilization report for 4 international switches. Tracked port utilization and ensured activation of new capacity as needed.

Supervisor LD Voice Provisioning (2004 to 2007)

Selected to guide a new team commissioned with managing all dedicated long distant voice circuit provisioning for small and large domestic customers. Included workload planning and distribution, review and approval of circuit orders and provisioning plans, tracking daily team performance as it related to corporate objectives, mentor junior engineers. Supervised ~10 engineers.

* Reduced customer implementation delays due to engineer error to <1% by creating a comprehensive voice order process document.

* Consulted as Subject Matter Expert (SME) with process enhancement team on system requirements for voice provisioning automation tools. Resulting in a 100% drop in unnecessary rework due to automation errors.

* Received award for leadership performance after hurricane Katrina. Lead team responsible for coordinating the re-route and/or re-provisioning of circuits routed through damaged New Orleans terminal. Preserved >1M in potential lost revenue.

* Recognized for willingness to go above and beyond to provide the best customer service for both internal company groups and external customers.

Supervisor LD Voice and Data Provisioning (1999-2004)

Headed a highly motivated team that exceeded company performance objectives for dedicated long distant voice and data circuit provisioning for all small and large domestic customers. Included workload planning and distribution, review and approval of circuit orders and provisioning plans, tracking daily team performance as it related to corporate objectives, mentor junior engineers. Supervised ~10 engineers.

* Created a comprehensive performance tracking spreadsheet reducing man-hours spend on report generation by 60%. Adopted by other provisioning groups within organization.

* Provided excellent customer service and support.

* Developed creative solutions in support of customer issues.

EDUCATION

Bachelors of Science, Electrical Engineering, California State Polytechnic University, Pomona, CA

SKILL SUMMARY

* Microsoft Word, Excel, PowerPoint, Outlook

* POTS, special services (E1/T1, 56K/64K, Sonet Ring, STM1/OC3)

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