5ESS Switch Migration Engineer where more than 15 years of 5ESS customer technical support operations experience will add value to the company 15+ years of experience performing 5ESS Customer Technical Support in RTAC (Regional Technical Assistance Center) department Fully trained on Lucent 5ESS Switch and related products Experience with Switching Module growth and de-growth
Microsoft Office-- Word, Excel, Access, PowerPoint; Windows 2000, XP, Outlook, Exchange, MS Project
Certified Facilitator-- Dr. W.E. Deming's Cause & Effect - Force Field Analysis
Managing People and Performance; Performance Management Skills Workshop
Unix, shell, AWK, C, Informix, SQL
Customer Advocate for large RBOC Cited by the customer's director: "Rich's performance clearly demonstrates his personal commitment to customer service." 5ESS Trained.
Customer Technical Support.
Issues Manager Team Player.
Tier 1 Support.
Tier 2 Support.
Quality Process Improvement.
ESS Tier III Technical Support Engineer01/2014 to 01/2014Landline Switching Systems The Kohl Group IncParsippany, NJ
Provide 24/7 coverage, weekends and holidays.
5ESS Tier II Technical Support Engineer: Landline Switching Systems - North American region.
01/2008 to 01/2013The Kohl Group IncParsippany, NJ
Provide 24/7 coverage weekends and holidays.
Areas of support include maintenance of: Hardware, Software, Databases, Call Processing, Recent Change / Database, AMA Billing, Administrative Module (AM), Administrative Services Module (ASM), High Availability Administrative Services Module (HA-ASM), Communications Module (CM), SS7 PSU/CNI Signaling, ISDN BRI/PRI, Traffic Measurements, Software Update, VCDX, CDX, SM, EXM, ORM, DRM, RSM, Sun-Netra1120, Sun-Netra20, Sun-Netra240.
Work directly (either by phone or direct dial-up to 5ESS switch) with Telco Operations and Maintenance personnel (both LEC and CLEC customers).
Work trouble tickets in a timely and professional manner in accordance with clearly defined procedures and standards.
Provide clear and timely updates in CARES (Customer Assistance Request Entry System (Remedy)) per Company Policy following customer's SLA (Service Level Agreement) for increased customer satisfaction.
Provide support to Alcatel-Lucent subject matter experts on extremely sensitive or difficult mission critical Remote Technical Support issues which have been escalated to a 5ESS Tier III core support group.
Conduct monthly conference call with CLEC NOC manager regarding OPEN / CLOSED ticket status, Action Items and upcoming job activities.
5ESS International Test Environment Implementation Coordinator.
01/2002 to 01/2003Lucent TechnologiesNaperville, IL.
Managed International 5ESS lab and support personnel.
Provided tier 1 support on rotational basis for all department labs (~45 labs).
Managed lab team of four engineers, coordinating software and hardware changes to 5ESS GSM (5 Electronic Switching System Global System for Mobile communications) lab that included closure and removal of five other labs and combining their 25 software environments into one GSM lab, all without disruption to active development projects using this lab.
400,000 company combined savings-- reuse of capital equipment and return of real estate space for closure / removal of five labs.
Received Reaching New Heights Award for timely removal of these labs so building could be vacated and expenses cut by the end of the year.
250,000 yearly department savings for successfully managing decommission of an additional five labs, which included coordination of equipment removal for reuse, storage and salvage.
Saved company $160,000 yearly savings by auditing a local warehouse, removing unneeded items, moving retained items then closing it permanently.
Contributed $300,000 reduction of department assets by removing surplus circuit packs from lab suite and returning them to stock.
Test Environment Architect and Test Environment Implementation Coordinator01/2000 to 01/2002Lucent TechnologiesNaperville, IL.
Managed a virtual team of ~34 engineers - installing and supporting twelve new 7R/E laboratories.
Managed a virtual team of ~34 engineers coordinating: installation, provisioning, testing, integrating, debugging and maintaining newly installed 7R/E (7 Revolutionary / Evolutionary) labs at an accelerated pace with on time delivery.
These labs were complex prototypes that required higher than normal coordination to help define nonexistent requirements, bypassing standard intervals and working with many groups.
Saved $4M in capital expense by managing a Quality Improvement Team that successfully implemented countermeasures to increase lab usage efficiency.
This resulted in not needing as many labs to be built for the latest project.
Invented and implemented Installation Coordinator Role to allow expedited installation jobs while not disrupting other jobs on schedule.
5ESS Test Environment Architect and Test Environment Implementation Coordinator.
Regional Technical Assistance Engineer01/1997 to 01/2000Lucent TechnologiesNaperville, IL.
Managed two large 5ESS Development labs and their support personnel.
Customer Satisfaction Award for support of new product laboratory demonstration for executives.
Regional Technical Assistance Engineer01/1993 to 01/1997AT&T TechnologiesLisle, IL.
Support of 5ESS and AIN (Advanced Intelligent Network) products.
Customer advocate and Issues Manager for major RBOC (Regional Bell Operating Company) while performing tier 2 support duties for their problems.
Cited by the customer's director: "Rich's performance clearly demonstrates his personal commitment to customer service." Major contributor on Live Office Transition Process Management Team, pursuing root cause repair of reoccurring retrofit problems.
Recognized on Great Wall of Quality for driving process improvements that reduced software upgrade intervals for customers.
Article published in The Central Region Quality Initiative publication.
Taught Office Monitoring System for 5ESS to regional RBOC and CLEC (Competitive Local Exchange Carrier), NOC (Network Operations Center), ESAC (Electronic Surveillance and Control Center) and SCC (Switching Control Center) employees.
Provided tier 1 and tier 2 consultative, diagnostic and installation support of internal and external customers, primarily via telephone, 24/7/365, with onsite assistance as necessary.
Saved customer $1.25M yearly by reducing software release retrofit timeline by 50%.
Supported customer's point of view and provided hard data to obtain this improvement.
Nominated for Professional Achievement Team Award for this work.
Nominated for Team Professional Achievement Award for leading a team of five engineers to successfully develop and implement substantial improvements to the 5ESS retrofit process.
Demonstrated extraordinary group leadership skills by effectively consolidating three regional technical assistance centers into one.
This required active participation and influence to provide process improvements, ISO documentation, personnel mentoring and notifying customers of transition.
Reassigned to 1A, 1E products from 5ESS per management request.
This was a very challenging change.
Demonstrates superior adaptability and willingness to support management.
Received Engineer of the Year Award for development, test and deployment of RBBT (Reverse Board to Board Test) sales offering.
Rich Zubko, Page 3 2.4M in sales realized by sale of RBBT offering.
Regional Technical Assistance Engineer01/1987 to 01/1992AT&T TechnologiesRolling Meadows, IL.
5ESS and AIN products.
Managed Service Level Agreement Technical Support grade and its improvements for major RBOC.
Promotion to MTS - Member of Technical Staff.
Group Leader and Resource Engineer
provided technical direction, and managed the resources for a team of 10 technical employees.
Regional Technical Assistance Engineer01/1980 to 01/1987Western Electric Co. / AT&T TechnologiesRolling Meadows, IL.
1A-ESS, 1ESS and related products Nominated for Team Professional Achievement Award for development of computer storage of customer problem and resolution system Western Electric Installation and Notification System.
Provided consultative and diagnostic support for many diverse external and internal customers.
Technical support primarily provided via telephone communication with customer.
Documented all call activity following department guidelines.
Responded and resolved all customer problems within timeframe required by customer with goal of exceeding customer expectations.
Provided periodic 24-hour routine and emergency technical support by carrying a pager.
Provided on-site support assistance when needed.
Bachelor of ScienceUniversity of IllinoisChicago, IL.