Technical Analyst Resume

Title
Technical Analyst

Primary Skills
Networking; Cisco Routers; Technical Support

Location
US-NC-Raleigh

Posted
May-27-09


QUALIFICATIONS SUMMARY
Competent, dedicated and committed individual able to assume increasing levels of professional responsibility in the telecommunications or any Professional field. I feel qualified based on comprehensive knowledge in telecommunications and the business Professional field. I work very well in a fast paced environment. I'm highly organized and able to balance multiple tasks. I have excellent writing skills and I'm able to communicate effectively via phone, e-mail & in person. I'm self-motivated a team-player and possess exceptional troubleshooting abilities. Extensive testing circuits, managing technician dispatches, troubleshooting network security issues, detecting and managing firewall access and troubleshooting Voice over IP issues and resolving customer Ethernet connections and similar issues.

EXPERIENCE
5/2006- 9/2008 AT&T/Comsys
Technical Analyst I & II
Networking knowledge and experience to include Cisco Routers and Switches; Served as primary client interface, responding to customer requests and proactively notifying customers of problems and the impact to the customer's business • Act on customer's behalf in handling problems and making decisions, i.e., understanding critical items and priorities • Monitor the ticket queue for incoming tickets • Update tickets in accordance to Service Level Agreement requirements and, if necessary, escalate based on severity levels • Monitor customer devices • Troubleshoot and identify sources of problems • Resolve basic configuration problems concerned with the service line being supported (server, LAN/WAN, voice, Novice experience with MPLS and Frame-relay.) • Manage circuit providers for break/fixes (including collaborative troubleshooting and problem resolution); verify fixes successful • Manage equipment and service vendors for break/fixes (including dispatch, collaborative troubleshooting and problem resolution); verify fixes successful • Coordinate referrals and collaboratively troubleshoot with other operations groups • Request assistance from SME's when needed to speed problem resolution • Resolves chronic problems • Primary client interface during complex outages • Responsible for understanding and reviewing action plans for planed and unplanned changes to client's network/infrastructure.
Perform WAN and LAN trouble management tasks for mission-critical networks within a fast-paced operations environment. Resolve cumbersome network anomalies utilizing both commercial and proprietary network management and performance tools. Work with internal support organizations and manage external service providers to affect the timely repair of circuits as well as network devices such as routers, switches and firewalls.

9/2005-03/2006 NORTEL Networks/Cor-Tech LLC RTP, NC
Tier I Surveillance Engineer
PRIMARY RESPONSIBILITIES:
Monitor customer networks and respond to events/abnormalities, Track customer activities, scheduled maintenance and events, Monitor, update and respond to customer ticketing system issues, Monitor and respond to email, Monitor and respond to customer phone calls, Provide vital customer communications to all levels of personnel, Correct, refer or dispatch on events/anomalies per customer's service level Agreement, respond to network problems identified or reported by the customer, Manage escalations to external and internal agencies, Assist peers during outage situations and Represent the NMC on daily customer calls. Access Cisco, Nortel and Bay routers to note tickets on circuit status. Assisted DSL customers by accessing Passport routers and contivity box.

9/2000- 12/2004 Verizon Business, Cary, NC
Network Engineer II
Responsible for monitoring/supporting a 7x24x365 Global customer network. Assignments in the functional area of problem identification, documentation, escalation and problem resolution. Managed routed networks for multiple customers. Constantly work with TCP/IP, Bay/Nortel/Cisco routers, hubs, switches, HP Open view Optivity, IBM SNA, ATM Network Equipment Technologies IDNX, and broad networking. Interact with customer service centers, network management centers; field Operations, LECS to facilitate the isolation and repair of circuits. On alert for malfunctions Using advance network troubleshooting techniques to isolate the problems and taking the appropriate levels of corrective actions while coordinating with all organizations involved in restoring customer service. progressive, technical experience supporting managed network environments that utilize Cisco based solutions. Excellent knowledge of data communication technologies as a whole with a heavy emphasis on OSI layers 1 through 3. Knowledge of TCP/IP, IP routing protocols (BGP/OSPF/EIGRP). Candidate must possess logical, analytical problem solving abilities and have strong verbal and written communications skills. Outstanding customer service skills and the ability to strictly follow standard operating processes (SOPs) while working with little guidance. Responsible for complex analysis of complex WAN/LAN environments. Diagnosis routine issues by resolving Cisco router IOS and protocol problems, engaging ISDN and dial back-up services due to catastrophic outages, detecting and managing firewall access and troubleshooting VOIP issues and resolving customer Ethernet connections from smart jack to PC.
Experience with software/systems such as ETMS (Enterprise Ticket Management System), Expresso, ITS (Integrated Testing System), CMDS for Telnet Access, MECCA/ F&E/ CLR (Circuit Information Database, ESP (Enterprise Service Portal (Customer Site Information and SMARTS/IMPACT (Network Monitoring Platforms).

12/99 -- 9/2000 BUSINESS TELECOM INC., Raleigh, NC
Switch Translations Engineer/Network Surveillance
Establish and maintain trunk groups, trunk circuits, ani, authcodes and terminating routing Translations within the DSC DEX tandem switch. Assignment of trunk group numbers and maintain integrity of internal service access code (i.e. 800). Interface with Trouble Management and F&E systems as required in performing departmental duties. Perform end-to-end trouble isolation for call processing, and billing trouble analysis and resolution for both customer and Network equipment.
Technologies supported: CSS7, IDDD/DDD and 800 traffic; performed nightly system backups and real time monitoring, troubleshooting and network resolution for private data networks, and managed internal network security applications.

6/97 -- 12/99 BUSINESS TELECOM INC., Raleigh, NC
Senior Telecom Fraud Manager
Monitor fraud systems for abnormalities on call detail records, travel cards and cellular usage. Interface with local exchange carriers for updates of customer account files and records. Maintain customer telephone numbers, authorization codes and 800 numbers. Perform special reports for call detail information and provide after-hours customer service support. Removing and Restoring Trunk Group Circuits, Turn up new circuits, Loop Around to locate the terminating circuit to where a call was placed, Call Tracing Of Unauthorized users Of a Travel Card, Monitor T-1 Customers and Major Account Customer to identify Restricted calls or Unauthorized users of our Customers Service, Switch Access Of Different Local Exchange Carriers. Familiar with Alcatel 600 & 600E Switches
EDUCATION
BS / Health Education, Elizabeth City State University, Elizabeth City, NC
Dept. of Corrections Training School 3/95 - 4/95
Military Police School (OBC) Ft. McClellan, AL 2/86 - 8/ 92
Pending Certifications:
NC State University Raleigh, NC Network+ 5-12-2009 to 5-28-2009
NC State University Raleigh, NC CCNA 6-01-2009 to 7-08-2009

SECURITY CLEARANCE
U.S. Office of Personnel Management (Government security Clearance)
United States Postal Service Security Clearance 9/07 - expires 9/2012
Public Trust Position

TECHNICAL SKILLS
Perform trouble shooting by utilizing network performance monitoring and test equipment to identify, correct, and isolate various circuit impairments efficiently. Experience with Windows NT and XP; Managed Cisco, Bay, Nortel and Passport routers. Internet Technology proficiency including TCP/IP, TELNET, VPN, ISDN, WAN, Frame Relay, X.25, IP, POTS, Ethernet, DSL, VLAN, OSPF, Basic Unix: cd (change directory), grep commands for node manager and hostname query rlogin hostname, telnet hostname, etc, assist users with other Unix commands for password access.

Certifications
Pending Certifications:
NC State University Raleigh, NC Network+ 5-12-2009 to 5-28-2009
NC State University Raleigh, NC CCNA 6-01-2009 to 7-08-2009



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