PROFESSIONAL EXPERIENCE
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GTT January 2015 to September 2017- Field Operations Supervisor, GTT, Austin, TX, January 2015 - September 2017
- Supervised field techs, scheduled field techs, worked with vendors that supplied field techs, Monitored live chat, handed out work though live chat to waiting technicians, sent out daily schedule to the company.
- Assign duties, responsibilities, and work stations to employees in accordance with work requirements.
- Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety.
- Purchase or requisition supplies and equipment needed to ensure quality and timely delivery of services.
- Develop departmental objectives, budgets, policies, procedures, and strategies.
- Develop equipment maintenance schedules and arrange for repairs.
- Evaluate new products for usefulness and suitability.
GTT January 2009 to January 2015 - Lead/Supervisor, GTT (formerly Megapath INC), Austin, TX, January 2009 - January 2015
- Working with current and new activations technicians training on new and current install processes. Correcting bad habits and teaching techs proper ways of troubleshooting.
- Working directly with CSM/PSM’s and new customers to get the solution they need.
- Running daily reports for the activations group.
- Maintaining a new Email bucket and a new call queue for Channel Partners and triaging the issue to the correct group and verifying ownership from that group.
- Working with current and new activations technicians training on new and current install processes. Correcting bad habits and teaching techs proper ways of troubleshooting.
- Working directly with Project Managers/CSM/PSM’s and new customers to get the solution they need.
- Running daily reports for the activations group.
- Managing employee’s duties, skill set and time.
- Training Troubleshooting Layer 1, 2, and 3 on the MegaPath Network. Training technicians to work with end users and techs, troubleshooting network issues. In both ESG (Enhanced Services Group) and ASG(Advanced Services Group). ESG handles all layer 1, 2, and 3 T1’s on the Legacy Covad Network. ASG handles anything on the network, and escalating it to the NOC if needed. Using tools such as NOSS, Portal, Loop test GUI, ProGUI, Eagle.
GTT July 2004 to January 2009 - Activations Engineer/Technician, Megapath INC (formerly Netifice Communications), Atlanta, GA and Austin, TX, July 2004 - January 2009
- Primary functional duties rotate between phone assisted technical support to both end users and field technicians as well as configuring and shipping routers for deployment.
- • 10 years experience in broadband circuit installations including T1, all DSL types, Cable, Dial and Satellite, EoC.
- • Strong technical, analytic and interpersonal skills to quickly and accurately identify user, system and technical problems and serve as liaison between Netifice and end user.
- • Adept at troubleshooting and resolving diverse Internet and broadband connectivity issues.
- • In-depth knowledge of TCP/IP and IP routing as well as layer 2 connectivity with Frame Relay, ATM and PPP.
- • Ability to demonstrate knowledge of internetworking technology including: TCP/IP, Ethernet, Dial and layer 1 troubleshooting
- • Ability to work independently with minimal supervision.
WorldCom INC. June 2000 to July 2004 - Internet Engineer/Data Technician/Tester 1, Verizon Business (formerly Worldcom Communications), Alpharetta, GA, June 2000 - July 2004 Position held: Internet Engineer, Network Data Tech/Tester I
- Primary duties include WorldCom/MCI NOC monitoring, maintenance and install responsibilities.
- • Testing, troubleshooting, hot-cutting, grooming, installation of Active DS-1 – OC192
- backbone circuits for the UUNET, CompuServe and other affiliated Worldcom/MCI
- companies.
- • Used specific tools within the company:
- Total Control Manager (3COM Configuration Software)
- NMT, ITS, ITAS, React 2001 (Circuit Testing)
- ETMS, Remedy, Scopus (Ticketing Systems)
- TACACS
- F&E, COMS, NetPro, Mecca (Circuit Database)
- UUNET TNT’s
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