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Gateway Operations Specialist resume example with 20+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
Professional, detail-oriented Telecommunications Specialist motivated to drive projects from start to finish as part of a dynamic team.
Skills
  • Strong customer focus
  • Telecommunications circuit troubleshooting
  • Complex issues management
  • Excellent interpersonal skills
  • Works well in a team environment
  • Excellent communication skills
  • Network connectivity knowledge
  • Telecommunications specialist
  • Analytical and critical thinker
  • Willing to travel
  • MPLS and IP networks knowledge
  • SONET and DWDM networks knowledge
Work History
08/2012 to Current Gateway Operations Specialist Leidos Holdings Inc. | Barksdale Air Force Base, LA,
  • Provides Tier I customer assistance to EMSS end-users on usage, dialing, and operation of the Iridium satellite phone.
  • Serves as DISA-PAC/EMSS and "Iridium Satellite Hawaii" network operator.
  • Monitors Iridium/EMSS network management systems, Building Automation Systems and access control systems for alarms and/or anomalies.
  • Responds to Building Automation System and Access Control alarms.
  • Performs routine prescribed checks of the Gateway facilities and instrument readings.
  • Maintains accurate, descriptive and timely entries in the Master Station Log.
  • Processes Iridium and Regional Network Security Operations Center (RNSOC) INMS trouble tickets
  • Monitors alarms and determines likely cause of alarm indication based on network management system alarm description and event history, for possible early problem detection and resolution.
  • Reports system problems through the Iridium trouble ticket system and also through the DISA Regional Network Operations and Security Center (RNOSC)
  • Provides customer services to assist customers resolve problems.Provisions RUDICS accounts.
  • Works in a team environment on various projects and initiatives that support and sustain the development and coordination of assigned IT/telecommunications equipment, systems, and/or programs.
  • Assist with system and cable installation/termination for Gateway upgrades..
03/2009 to 08/2012 eNOC Specialist Bombardier | Houston, TX,
  • Responsible for processing, validating, tracking, coordinating the processes associated with the installation and maintenance of SONET and other Transport telecommunications services, facilities, and equipment assets Island-wide.
  • Works independently or in a team environment on various projects and initiatives that support and sustain the development and coordination of assigned IT/telecommunications equipment, systems, and/or programs including MPLS service and NextGen IP Television services.
  • Participates in resolving problems associated with NOC projects, ensuring project goals are accomplished, and meeting all reporting requirements while providing technical support to the engineering, field operations, central office operations, and switch functions through remote monitoring and surveillance tools.
  • Resolves difficult technical issues associated with the installation and changes in the configuration of various telecommunications equipment.
  • Ensures overall compliance with predetermined technical and vendor requirements.
  • Reviews specifications and operational capabilities of the respective equipment and services to ensure provisioning and operational requirements are met.
  • Applies knowledge of telecommunication policy and procedures to ensure company and customer services requests are proficiently completed while minimizing excessive use of manpower and resources.
  • Applies knowledge of telecommunication networks to assist and guide field personnel with installation and troubleshooting of various telecommunications facilities and services.
  • Uses ability to research historical circuit data, analyze available information and make sound recommendations to field personnel regarding troubleshooting.
  • Applies knowledge of the principles, methods or tools for developing, scheduling, coordinating and managing projects and resources while operating various monitoring tools, GUI's, and ticketing systems.
  • Responsible for overall monitoring and surveillance for the Hawaiian Islands Telecom network. Functions include switching, transport operations, network surveillance, central office equipment installations, Next Generation Services support (Video, VOIP, and IP Based Services), network monitoring and control and network administration.
  • Perform provisioning, maintenance, facilities assignment, database management and design operations as well as administration and management of associated Network Operating systems and interfaces required to respond to internal and external service requests.
  • Respond to equipment alarms on 5ESS switches, DMS100 switches, and GTD5 switches throughout the Hawaiian Islands.
  • Respond to equipment alarms on multiple types of multiplexers, dacs, channel banks, and IP based equipment.
  • Create Remedy trouble tickets on network equipment, network circuits, and high-level customer circuits for repair and tracking purposes.
  • Interpreted and validated technical issues, test solutions, follow-up and escalate when necessary.
  • Provided high level and in depth technical support by resolving inquiries by phone, e-mail and web, in a manner and time frame consistent with department and team service levels and goals.
10/2005 to 03/2009 Customer Communications Technician Qwest Communications | City, STATE,
  • Apply Knowledge of telecommunication networks to provide customer service/support to large businesses throughout several states on various telecommunications circuits and services.
  • Remote fault analysis of special service telephony circuits including T1, T3, OC3, OC12 and other Sonet carriers.
  • Perform loop back tests to CSU/DSU equipment located at customers' premise via remote testing software and outside technicians and equipment vendors.
  • Retrieving and interpreting PM data and HDSL statistics to help determine fault locations.
  • Manage and coordinate work efforts by interfacing with several work groups, both internal and external.
  • In a call center environment, receiving inbound and making outbound calls to assist customers and vendors with trouble isolation on circuits.
  • Applies knowledge of telecommunication policy and procedures while using WFA/C trouble ticket system to assist with tracking efforts and maintaining a log of all activities related to efforts.
  • Proactive monitoring, interpreting, analyzing and diagnosing the output of the network to determine the end-to-end status of the network and its elemental components.
  • Use of NMA to gain remote access of Titan, Fujitsu and other manufactured multiplexers to verify line code, framing formats, and to place software loops in Long haul circuits for testing purposes.
09/2004 to 10/2005 Telecommunications Specialist DISA-PAC | City, STATE,
  • Provides Tier I customer assistance to EMSS end-users on usage, dialing, and operation of the Iridium satellite phone.
  • Serves as DISA-PAC/EMSS and "Iridium Satellite Hawaii" network operator.Monitors Iridium/EMSS network management systems, Building Automation Systems and access control systems for alarms and/or anomalies.
  • Responds to Building Automation System and Access Control alarms.
  • Performs routine prescribed checks of the Gateway facilities and instrument readings.Maintains accurate, descriptive and timely entries in the Master Station Log.
  • Processes Iridium and Regional Network Security Operations Center (RNSOC) INMS trouble ticketsMonitors alarms and determines likely cause of alarm indication based on network management system alarm description and event history, for possible early problem detection and resolution.
  • Reports system problems through the Iridium trouble ticket system and also through the DISA Regional Network Operations and Security Center (RNOSC)
  • Provides customer services to assist customers resolve problems.
  • Provisions RUDICS accounts.Works in a team environment on various projects and initiatives that support and sustain the development and coordination of assigned IT/telecommunications equipment, systems, and/or programs.
  • Assist with system and cable installation/termination for Gateway upgrades..
09/2000 to 09/2003 Field Representative Specialist General Dynamics, Network Systems | City, STATE,
  • Installation and upgrading of Lucent CDMA equipment and Marconi and various other Power equipment including backup batteries in Cell Sites for large wireless carrier.
  • Installation and Terminating RF and CAT5 cable with RJ45 and appropriate RF connectors.
  • Optimizing Cell sites with Hewlett Packard Test equipment and Power Meters.
  • Installing DSX cross connect equipment and Mini-Dacs equipment.
  • Use of Hyper-terminal to access various Mini-Dacs equipment.
  • Use of T-Bird Test equipment to assist in troubleshooting possible T-1 malfunctions.
  • Perform various functions of Equipment Engineer, which includes use of Peoplesoft Purchasing Application Software.
  • Duties also include site surveys to determine specific equipment needs and creating purchase requisitions for necessary equipment for cell sites.
09/1998 to 09/2000 Customer Communications Technician Qwest Communications | City, STATE,
  • Remote testing and troubleshooting of telephony circuits including DS0, DS1 and ISDN.
  • Manage and coordinate work efforts by interfacing with several work groups, both internal and external.
  • Proactive monitoring, interpreting, analyzing and diagnosing the output of the network to determine the end-to-end status of the network and its elemental components.
  • In a call center environment, receiving inbound and making outbound calls to assist customers and vendors with trouble isolation on circuits.
  • Via Lucent 1aess and 5ess and Nortel dms100 switches, troubleshoot switched circuits and verify translation tables for voice and isdn circuits.
07/1991 to 12/1995 Avionics Technician US Marine Corps MCB Hawaii | City, STATE,
  • Hours per week: 60 Analyzed and performed troubleshooting and repair of Avionics systems using precision measuring equipment.
  • Performed installation, removal, and replacement of communication, navigation, and other electrical systems.
  • Use technical publications and schematics to assist in troubleshooting and upgrades to avionics systems on Sikorsky CH53A/D aircraft.
  • Performed regularly scheduled and unscheduled maintenance and inspections on aircraft, including corrosion control.
  • Trained new personnel proper maintenance procedures.
  • Operated and maintained applicable shop support/special equipment.
  • Performed duties as squadron expediter in addition to regular duties.
Education
Expected in 2003 Associate's Degree | Networking Technology Cisco Heald School of Technology, Honolulu, HI GPA:
  • [3.76] GPA
  • Minor in [Cisco Technology]
  • Coursework in Computer Science and Information Technology
Expected in 1998 Associate's Degree | Electronics Technology Computer Technology Heald School of Technology, Honolulu, HI GPA:
  • [3.72] GPA
  • [High Honors] Academic Achievement Award
  • Coursework in Electronics and Communication Technology
Additional Information
  • Availability: Job Type: Permanent, Temporary, Term, Presidential Management Fellows, Multiple Appointment Types, Telework Work Schedule: Full-Time Desired United States - UT locations: United Arab Emirates Afghanistan Germany Italy Japan Philippines Singapore Spain United Kingdom Work General Dynamics, C4S
  • AM USAJOBS - Resumes https://www.usajobs.gov/Applicant/Resume/ListResumes Job Related Active Top Secret Security Clearance
  • Manager (*) Indicates professional reference Additional Active Top Secret Security Clearance Information: Cash merit award from Defense Information Systems Agency 10/05 Several customer appreciation letters while working for Qwest Communication (formerly US West)

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Resume Overview

School Attended

  • Heald School of Technology
  • Heald School of Technology

Job Titles Held:

  • Gateway Operations Specialist
  • eNOC Specialist
  • Customer Communications Technician
  • Telecommunications Specialist
  • Field Representative Specialist
  • Customer Communications Technician
  • Avionics Technician

Degrees

  • Associate's Degree
  • Associate's Degree

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