Edward Z. Thurston

Professional Profile

 

Telecommunication and Customer Service professional with 20 plus years experience. Proven track record as an innovative problem-solving manager with a dedication to the total success of the organization. Core competencies include:

 

Employee Relationships	Solarwind/React/Remedy/Metasolv 6
Field Engineer - Equip, Circuits	Install/Maintenance/Testing
Excellent Customer Service	Cutovers/Upgrades
Technical Sales Support Provisioning / Circuit design	DSO thru OC192/SONET Network Ops Center (NOC)

 

Work Experience:

 

TEKSYSTEMS. (Contractor for Frontier)

Tampa, FL

May 2016 – Present

Access Design Engineer

 

Design and Provision local and long haul network Frontier circuits. Proficient with M6 ( Metasolv) design system. TIRKS, Meetpoint, and various other work related applications for design and builds. Create new CLR’s and DLR’s for field techs to follow and install as written. DS1 to DWDM levels. Work closely with Field, C.O techs, Order writers and other engineering groups for facilities, access and meetpoint with other carriers/telco’s.

Experienced in managing order milestones and resolve issues as necessary to monitor order to completion

Proactively managed order process to ensure order fulfillment by generating reports, analyzing information, obtaining proper updates from necessary party, communicating with necessary party and ensuring information is updated in the system(s) appropriately.

Responsible the provisioning and coordination of all new installs, adds, changes & move orders.

Performed end-to-end order processing in support of circuit installs using Frontiers provisioning order systems

 

 

Mindlance INC. (Contractor for Sprint)

Hoboken, NJ

June 2015-May 2016,

May 2014-April 2015

Technical Support Technician II

Sprint in Reston, VA as a Network Operations Tech II.. Contractor (May 2014- April 2015, June 2015 – Present), total time at Sprint 22 months.

Manage connectivity of routers to the Sprint Network by aiding customers with WAN/ LAN network configurations, logical settings, and physical line troubleshooting (Ethernet, OC-n, DS3, DS1, Fractional T1, 56k) reducing customer downtime.

Work Closely with Major Customer base including Television and Video providers with all their terrestrial and Satellite Infrastructure and Network outages. Work direct with all Telco’s, Field Engineers, C.O Techs to ensure rapid restoration of Circuit, Video and Multimedia outages.
 

Provide Tier 1/II level support for IP Network Operations, assuring trouble tickets are routed to the proper groups for resolving customer network issues. REACT testing proficient.

Analyze, troubleshoot and monitor performance of circuits connected to the Sprint Network with circuit sizes ranging from 56k, DS1, DS3, OC levels to Gigabit Ethernet.

Open, escalate and actively work trouble tickets to Local Exchange Carriers to investigate last mile connectivity between Sprint network and customer equipment.

Proficient with Netcool, Trams, TRS, FMS, Focus, Fusion, React, ISA/ITP. Remotely open and troubleshoot network/customer issues via trouble tickets.

 

 

Intelligent Decisions (Contractor for U.S Courts)

Ashburn, VA

March 2013-June 2013

Technical Support Technician II

 

I provided Network Operation Center (NOC) Technical support services supporting the United States Courts Systems Network. Primary responsibilities included tracking and troubleshooting network problems.  Provided end user support via their Remedy Ticketing System - remotely opened and resolved customer tickets to resolution.  Used Netcool and Solarwinds as well as remotely accessing routers and switches to monitor issues and statistics.  Worked closely with customers, on site techs, engineers and vendors to ensure complete resolution of all issues.

 

The Home Depot (part time)

Reston, Manassas VA / Feb 2015- June 2016,

Woodbridge, VA / Feb 2012-May 2013,

Fairfax, VA / June 2006-July 2006

Customer Service Sales Associate

 

Lowes (part time)

Woodbridge, VA

Feb 2014-May 2014

Sales Associate

 

Core180

Fairfax, Va.

June 2008 – June 2011

Network Ops Controller II / Field Engineer II

 

Served as the Senior Technical Manager providing oversight of all daily activities for my assigned area, to include customer, site engineers, provisioning specialist, LEC’s and the Sales personnel.  Provided circuit and equipment installations using state-of-the-art test equipment and tools.  Proficient with LUCENT DMX, WAVESTAR, NAVIS, OMS, ADTRAN, RICI and ALCATEL/LUCENT LAMDA UNITE.  My areas of responsibilities included:

·Provided technical services while maintaining over 4000 DISA and Private Customer Base Circuits.

·Remote testing, opening and resolving customer tickets via REACT, OMS and SOLARWIND Systems.

·Installing and maintaining all circuits from DS0 to OC192 levels.

·Assist customers in resolving on site CPE troubles to include routers, switches and Crypto.

·Developing the Standard Operating Procedures (SOPs) to include installation and maintenance practices and procedures used in support of the Government Circuit Based Operations.

·Training junior technicians.

·Installed, tested and maintained equip and circuits in POPS, Colocations and Customer Facilities, also responsible for Infrastructure maintenance and install of direct government video feeds across the USA and International. Worked closely with International carriers for support issues.

 

Qwest

Washington D.C

Feb 2007 – June 2008

Sr. Operations Technician

 

Areas of responsibilities/selected contributions:

 

·Daily Operations of installing and maintaining Qwest circuits including Government backbone.

·Proficient in opening and resolving tickets for faulty equipment and downed circuit issues, also supported Video, Televison and Satellite Radio customers and their internal, co-located equipment. Direct TV, Echostar and Time Warner. 

·Highly qualified in DLR. ASR’s, FOC’s, CLR’s and other Provisioning communication.

·DMS250, DAC 3/1, 1/0, SONET, Fiber Panel, DS3 COAX, T1, DS0 and Mainframe trained.

·SECRET SECURITY CLEARANCE.

 

 

Teksystems (contractor)

Fairfax, Va.

Oct 2006 – Feb 2007

Implementation Manager

 

Areas of responsibilities/selected contributions:

 

·   Responsible for cutover and upgrades of 1000 plus US Postal Service circuits.

·   Managed the upgrade of US Postal Service Circuit base nationwide.

·  Achieved a 96% on time completion percentage

 

Verizon Internet Services

Reston, Va.

July 1999 – Oct 2005

Manager IP Provisioning

 

Areas of responsibilities/selected contributions:

 

·Managed all phases of IP Provisioning Department including 3^rd level escalations.

·Responsible for major IP Network of 3000+ circuits to include Local, LD and Back office.

·Maintained Network for all DIA, DSL and dial up customer base.

·Proficient in all Design factors and Provisioning from DS0 to SONET levels.

·Developed and evaluated processes to ensure effective IP Design and Deployment. Special project experience in Bell Atlantic Video Services, FTTP / FIOS and Video on Demand. Includes Provisioning and Turn up/Install.

·Evaluated and provided recommendations for products and services of IP design/deployment.

·Managed all Cost savings measures to include Network Utilization to Disconnects and Capacity.

·Initiated Sales and Service reviews with Carriers and LEC’s as needed to ensure good relations.

·Very Proficient in Metasolv, Netpro, TIRKS, C.O Finder, MECCA and other related systems.

·Excellent Leadership, Presentation, Writing, Customer Service and Organizational Skills.

 

 

MCI 

Washington D.C Metro Area

June 1985-1999

Various Positions within MCI over 14 years to include:

 

·                          Central Office Technician

·                          Multiplex Regional Coordinator

·                          Circuit Design / Provisioner

·                          Technical Sales Support Consultant

 

 

Military Service :

 

US Air Force

Sept 1979-Sept 1983

Honorable Discharge, Rank achieved – NCO Sergeant, E-4

 

Education:

U.S Air Force Technical Training School, Sheppard AFB, Texas. Oct 1979 – Mar 1980. Major: Electronics.

Woodbridge Senior High School, Woodbridge, VA – Graduated June 1978. General studies.

 

 

Additional Course Training :

 

Various electronic, IP, Technical, Switching and Admin classes throughout career.

Various work related courses via different education centers,

Data Communications I and II,

Networking I and II,

Project Management,

Cisco Routing and Switching,

DMS250,

Conflict Management,

Time resolution and others.

References:

Available on Request