Epa Contractor resume example

· Tier II, 24 Hour out of service team member and Network Operations Specialist responsible for Analyzing and Triage of customer impacting outages and the severity of outages on LTE, Alcatel Lucent UMTS, Nokia GSM, and Siemens Technologies escalated to appropriate (LEC), (CLEC) or (Field Engineer)

· Utilize the Remedy ticketing system for incidents, triage and resolution of outages. Provided remote troubleshooting and analysis after the Modernization of HSPA Network upgrade to LTE Network

· Operations Support Systems (OSS) for site login, troubleshooting and repair

· Command Line Interface (CLI) and Graphical User Interface (GUI) to troubleshoot and Isolate network issues, site and or sector outages and root cause of outages, Netcool for monitoring faults and severity, Net Analysis (T1 Testing), Ping test to isolate HOPS in Fiber Optical back haul issues

· Troubleshoot, Triage and Restored sites and or sectors remotely

· Worked closely with Tier II, C&E, NDC, and Outage Management teams to coordinate activates to restore outages expeditiously

· Implemented company policies as related to the performance of RAN duties as well as technical procedures for preserving the integrity of security of data, reports and remote access

· Communicated with vendors to resolve network outages and periods of reduced performance and provided detailed reports on site and sector outages including root cause of outages

· Troubleshot hardware and software to determine and rectify network problems.

· Worked with outside vendors for fiber installations and service.

· Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

· Subject Matter Expert (SME) AT&T Messages (UM) Application, worked with in house team and Application Developers to improve the functionality of application

· Supervised and provided training to the floor for all related messages application issues that consisted of the Unified e-mail, SMS, Fax, Voicemail and Video Messaging system

· Assist customers with setup and troubleshooting of any related AT&T Messages Application issue

· Troubleshoot and resolved customers device issues through direct instruction as a member of the laptop connect team

· Provided excellent follow up and escalated network issues to the appropriate department for resolution

· Assigned to the Laptop/Desktop Support Team to troubleshoot, isolate and resolve technical issues with products via remote access

· Provided technical support to customers with Hardware related issues as well as Software upgrades and configuration

· Support for LAN and Wireless connectivity issues

· Updated training coursework and requirements according to group and technology changes.

· Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs pertaining to the AT&T Messages Application as well as regulations or policy to AT&T policy standards.

· Oversaw technical documentation, instruction and evaluation to meet IT education initiatives.

· Cultivated customized curriculum and course content to address organizational technology training mandates and relayed information to the knowledge base system

· Collaborated with the IMS team to identify key areas necessitating training based on software and equipment design and modified the Product Management Knowledge Base System for technical support provided to customers.