NOC Technician with extensive experience in 24x7 maintenance of IP and TDM based voice and data services for telecommunications and manufacturing environments. Effective communicator with exceptional organizational skills. Able to work independently and as part of a team in developing and distributing technical standards to internal and external customer bases. Proven ability to negotiate and maintain professional vendor relationship skills. Reliable performance in troubleshooting and resolving domestic or international connectivity and integration issues between central office and customer sites, meeting and exceeding Service Level Agreements (SLAs).
FTP, SSH, SMTP
DNS, DHCP, TCP/IP/UDP
Unix/Linux & MS Office Suite
July 2011 to Current
Excel CommunicationsIrving, TexasNetwork Operations Center Technician
Perform surveillance of nationwide Class IV/V VoIP-FGD carrier transport network.
Consisting of various network elements, numerous routers, servers and switching equipment composing virtually every US LATA.
Monitor network alarms, maintaining notifications and status of network performance, and assisting with network concerns and problems for a 24x7 operations center.
Monitor the SS7, Veraz, Sonus, Acme SBC, Titan 5500, IP Infrastructure, Environmental and network alarms, respond for resolution, and submit report of findings.
Analyze SS7, OSI, Call processing protocol and determines reason for failure.
Evaluate report data from all network elements to identify quality issues.
Support on-site software/hardware installations and upgrades and related maintenance activity.
Identify faulty circuit and facility issues while assisting switch site personnel.
Assist other departments in identifying and resolving equipment and network related quality issues.
Escalate issues and requests that are within the scope.
October 2010 to July 2011
Offnet Repair Technician
Receiving, analyzing and resolving routine and complex trouble tickets for Carrier, Commercial and Residential customer database including routing, tracking, and escalating more complex tickets as needed.
Use troubleshooting practices to solve all issues, including no dial tone, transmission issues, voice features, dial-in, dial-out, and data/networking outages.
Work with trouble ticketing system to track and follow up on repair issues.
Work with carrier business partners, customers, vendors, and internal departments to ensure service is restored in an expedient and satisfactory manner for all parties concerned.
Interface with customers and other departments, i.e.
customer service, order management, and the NOC to ensure complete customer satisfaction and timely closure of service requests.
Escalate issues with internal departments and vendors to resolution.
Utilize exemplary customer service skills during all interactions with customers.
Apply technical expertise to develop, document and implement.
October 1994 to March 2009
Avaya CommunicationCoppell, TexasCustomer Support Engineer II
Proactively monitor domestic and international WAN network connectivity using Telnet, FTP, SSH, SNMP, TCP/IP, frame relay, router, and switch diagnostics, ensuring customer systems were functional 24/7/365.
NOC fault management providing early detection of system and network events for customer equipment.
Monitor / surveillance applications: SNMP and HP Openview for network connectivity to remote service centers.
Respond to alarms, taking appropriate action to classify, prioritize, and resolve facility, network, and system issues.
Manage network installation, operations, and maintenance of the central office and customer premise equipment.
Isolated DS0, T1, and upper carrier problems, initiating corrective action procedures between central office and PBX integrations by dispatching field service engineers and/or involving third party vendors for resolution.
Tier III support and Subject Matter Expert (SME) to analyze system error codes, maintaining Avaya products to Enterprise and Service Provider lines.
Education and Training
Electronics Associate of Applied Science
DEVRY INSTITUTE OF TECHNOLOGY Irving, TexasTechnical Management Bachelor of Science