·               Conducted ongoing performance management reviews, trend analysis, and chronic identifications to include supporting service improvement plans. Maintained network inventory and documentation. Provided technical guidance regarding preparation, review, and representation of service metrics and service improvement reports.

·               Provided ongoing post-implementation technical support access service delivery, service management and billing operations.

·               Demonstrated full technical knowledge of customer’s business and related communication needs by advising the internal company team and customer technical staff as appropriate on enhancements, modifications and/or options in voice and data communications.

·               Conducted risk analysis such as diversity and disaster recovery planning, network optimization analysis and redesign implementation, post-installation reviews, redesigns for diversity and latency issues.

·               Provided enhanced escalation point into the appropriate management functional areas to ensure timely resolution and proactive communication of service issues. Detailed knowledge of company’s network and all major voice and data network architectures.

·               Prepared reason for outage (RFO) documentation, tracked action items, and ensured continuous service improvement for client services.

·               Analyzed customer’s trouble ticket history, identified trends, implemented service improvement plans to drive down mean time to restore (MTTR) and chronic or repeat troubles.

·               Developed long-term strategy, based on knowledge of customer’s current network, equipment and business, of how the company’s services can competitively meet customer’s needs.

·               Accessible on a 24 by 7 basis.

·               Provided support in the Manhattan financial district to various companies such as: NYSE, NASDAQ, DEPOSITORY TRUST CLEARING HOUSE, GOLDMAN SACHS, SIAC-SECTOR, FINRA(NASD),NASDAQ, etc.

·               Experience operating and maintaining multi site networks such as: Granite Works, Tellabs Metro Watch, Ericsson, Alcatel, Lucent, Remedy, Citrix, Net Analyst, REACT, Centest, Alcatel-Lucent 5620 Network Manager, Citrix Presentation Server, Sun Micro systems, RBS Element Manager, Telnet, Microsoft Word 2007, Excel, Outlook, Lotus Notes, Access, Power Point, Electronic Portal, TIRKS.

Verizon Call Center Supervisor11/1999 – 11/2000

·               Adept in identifying and resolving problems with handling multiple priorities and meeting aggressive deadlines.

·               Managed a team of eighteen associates who opened trouble reports, status trouble reports, and accepted escalations.

·               Recommended, develop and scheduled training and development courses for associates.

·               Accurately updated time sheets to reflect hours worked and assisted with time issues.

·               Develop and recommend operating policy and procedural improvements.

·               Monitored inbound and outbound call volume on a daily basis.

·               Interfaced with outside field operations, central office technicians, and management personal to resolve out of service issues.

·               Intercepted irate customers and resolved major issues.

·               Routinely monitored with the ACD database daily calls and levels of answering time frames.

Verizon Central Office Tester 05/1996– 11/1999

·               Tested (DS0, DS1, DS3, ATM, Frame Relay, OC3, OC12, OC48, OC192,) circuits and recorded test results into documentation format.

·               Monitored and provisioned circuits to ensure correct connectivity throughout circuit paths using Tirks data base and REACT database.

·               Formatted and connected Dacs information via React tool.

·               Supported business office and management support teams throughout NYNEX.

·               Loop tester for over 17 years. Proficient with MLT test tool database which enabled me to access telephone lines for the appropriate measurements of voltage (AC, DC) and monitoring of lines.

·               Monitored customers dial tone, and voice services.

EDUCATION

Graduated - GED High School Diploma from Julia Richman High School 1980, New York City, NY.

Attended Brooklyn Technical College-Computer Science. 1998-2000 (Non Degree)

NetLearn Certificates of Completion:

Basic Data Concepts and Transmission

Characteristics of packet technology

Layered protocols

IP Addressing and Routing

Mechanics of Effective Communication

Accomplishment:

15 Years of Perfect Attendance with New York Telephone

References upon request.

Experience with Telecommunications, Wireless communications, Customer Service support, and Installation/Maintenance accountability.