Donald Lewis

 

 

Telecommunications Operations and Support Spec

14916 Lady Madonna Ct - Centreville, VA 20120

donlewis1000@msn.com - Home 703-825-7442 or Cell 321-960-0981

 

WORK EXPERIENCE

Tier 1 Operations Support Technician

CoreSite - Reston, VA 4//2012 – To Present

Responsible for network support of CoreSite datacenters throughout the country.

Interface with field technicians to ensure proper operation of client servers, circuitry and power equipment.

This involves opening and closing of maintenance windows.

Provide status on trouble tickets.

Enforcement of remote hands to ensure the customers needs are met regarding their

servers, circuitry, power equipment, etc.

Responsible for managing incidents and outages on the network, making sure to escalate when necessary.

Network Provisioning of T1,DS3 and Fast Ethernet circuitry using MUX, Cisco, Brocade switches.

 

LNP Coordinator

Phoenixx Systems - BB&T - Fairfax, VA - September 2011 to November 2011

Submission of various LEC orders to the Telecommunication Service Processing (TSP)

Experience with reading and understanding LEC Customer Service Records (CSR)

"Scrub" Station Review data against all LEC records to ensure that all lines have been documented that are to be ported from former carriers, IXC’s LECS, etc.

Identify and document all circuits and telephone numbers that need to be disconnected

Working knowledge of LEC services such as Winbacks, Porting, DID, POTS, Centrex PRI, Channelized T-1

Good administrative and communication skills

 

NOC Analyst

Clearsoft/Comcast - Reston, VA - May 2011 to September 2011

Monitor customer-facing production systems using online tools.

Analyze data and metrics, interpret operational trends, react to changes in expected system behaviors and

patterns in a timely manner.

Handle telephone and e-mail escalations from customer care, local markets, engineering, or management.

Host and coordinate outage bridge troubleshooting calls and engage additional resources as needed to resolve service impacting events.

Maintain accurate recordkeeping, incident timelines, turnover logs and status reports.

Perform routine maintenance on systems including change requests, data gathering requests and patch

implementations.

Correlate events across multiple subsystems to narrow down potential root causes of problems.

Perform troubleshooting to fix initial minor problems with Unix and MS Windows systems and applications.

Identify technical issues that cannot be corrected quickly, and escalate them to appropriate engineering teams.

Own production operational issues for products by issuing initial response, data gathering, tracking,

and resolution where possible as well as determining escalation protocol based on the nature of the issue.

Make recommendations regarding new tools and procedures that will aid in overall system uptime and reduce time to issue resolution.

Maintain productive relationships with peer organizations and vendors.

 

Provisioning Coordinator

Resolvit/Time Warner Cable - October 2009 to October 2010

contract ended)

• Responsible for the ordering and activation of bundled telecom services (commercial customers) using salesforce and close tabs databases as a provisioning tool. The services in question were high speed data, business class phone voice services and digital video.

• Tasked to coordinate with Time Warner National Agents and Subagents to ensure

service contracts had the necessary requirements for order completion and activation of the telecom services.

o This also included daily e-mail and phone communication with technicians in the field to make determinations

whether or not the sites are deemed service for TWC services or construction was required.

• Orders had a 24-48 turnaround time to be submitted, so it was mandatory to stay on top of the process to ensure overall customer satisfaction.

• Tier 1 Troubleshooting for data trouble situations.

 

Circuit Actions Specialist

ITT Industries-Camp Arifjan - Kuwait - November 2007 to November 2008

Theater level Circuit Actions assigned to the 160th SIG BDE/TNOSC.

• While in coordination with CENTCOM and DISA, Submit, review, reject or approve all Request For Service (RFS) for all Communication units fulling under the 160th SIG BGDE.

o Switches, Trunk groups, VTC Circuits, DNS lines

o Tracking, follow-up of all placed orders

o These RFS are in direct support of Operation Iraq Freedom and Enduring Freedom.

• Using the (DDOE-DISA DIRECT ORDERING DATABASE) responsible for submitting (TSR's-

Telecommunications Service Requests and TSO's-Telecommunications Service Orders) at the request of the military personnel. on a daily basis.

o Tracked the status of the orders making sure the services were

activated when they were supposed to be by following up with the technicians and site managers on the agreed upon FOC dates.

o Using DDOE, TCOSS, TNC CENT web portal, Promina cut sheets and Site

cheat sheets; Collect, compare, review and address all database

discrepancies to include administrative, and generating amend RFS as necessary.

o Attend daily conference calls with higher headquarters to address

theater level concerns.

o Addressed issues that improved the database reliability of the communication systems and circuitry in Iraq.

o Submitted weekly briefings to the Theater Command on my progress with the validation of sites in Iraq and Afghanistan. This involved working with ITT engineers, site managers as well as army personnel validating, SL-100 switches, Promina trunks, VTC's and SAT equipment.

 

Provisioning Support Specialist

Qualitek/Harris Corporation - September 2006 to October 2007

• Provisioning of FAA government communication systems on the FTI project, this involved the conversion of circuitry from the MCI/Worldcom platform to the Harris network. Coordinated with AT&T, Sprint and Verizon field techs and other personnel with installs and network designs. Assisted the engineering department with the determination of facility assignments within the infrastructure of the network.

 

Project Coordinator

XO Communications - November 2005 to September 2006

Test & Turn Up Technician

• Moves, adds & changes on business lines, Centrex & VOIP customers. This involved using the TBS/Metalsolve as a tool to track orders from beginning to completion.

• Follow up with customer with verification of services delivered or services being disconnected.

• Using Centest & Net Analyst for Test and turn up of DS1 circuitry for the western region, coordinate with

SBC/AT&T, QWEST and other IXC's on a daily basis.

 

Operations Tech

Level 3 Communications - August 2005 to November 200

Testing and acceptance of T1's, and PRI's.

• Placed E911 Test calls on E911 verifications, Clean up & Disconnect of T3 circuits at Level 3

gateways.

• Regularly used Remedy and Clarify tracking databases to open trouble tickets on circuits that are getting AIS alarms, bouncing or down hard if the troubleshooting did not put the circuits back to normal operation. Created trouble tickets for nightly maintenance of trunk groups with AT&T, Verizon and Sprint and other telecom vendors. This involved going into DMS switch and changing the status of the trunks. As part of the disconnect process, verified the facility port assignments were removed from the database and the billing was suspended.

 

Operations Technician I

Qwest Communications - December 2002 to February 2005

inbound calls from Qwest's out of region customers, providing

tier 1 troubleshooting for repair situations and enters trouble details and contacts into a trouble ticketing system (Remedy).

• Track the progress of the trouble resolution and escalate to the appropriate network operations department as needed. Status the customer according to the Sil level matrix.

• Other essential functions are: Accepting inbound calls

Tier 1 Troubleshooting for voice and data trouble situations

Providing timely trouble status to key customer contacts

Tracking trouble situations

Escalating trouble situations as necessary

Providing account teams with page notification of key customer

situations

Interacting with other Tier 1 Representatives.

Status of trouble issue to customer in line with Sil Level Matrix

Created trouble tickets for nightly maintenance of trunk groups with

AT&T, Verizon and Sprint and other telecom vendors, This involved going into DMS-250 switch and changing the status of the trunks

Test and Acceptance of DS1 circuitry as part of the Qwest network

validation process

 

Operation Technician III

Qwest Communications - June 1999 to February 2002

• Proactively monitored networks to ensure proper circuit operations.

• Responsible for monitoring of environmental alarms at Qwest manned sites nationwide from the Ring

Operations Center in Denver, CO.

• Trouble shooting DS3 and above circuitry, by tracing circuit paths in the Qwest network.

Identifying circuits for potential re groom of the network. Identify and resolve issues pertaining to the operation of these circuits with other departments in the company.

• Provisioning of DSX, Sonet and other transport equipment in the company database to ensure complete

routing information is correct for circuit operation.

• Auditing of all sites in Qwest network, to verify transport equipment, matches what databases

show.

• Verify any circuit which migrated over from LCI to the Qwest network went successfully. This

mostly consisted of re grooming circuits and validating usage on circuits that Qwest was billing the customers, but not receiving payment on.

 

Consumer Advisor

Teletech Inc. (GTE) - September 1997 to June 1999

Responsible for inbound & outbound sales of bundled telecom services ranging from local, long distance,

internet, cellular and paging services. Provisioning of these services for residential and business

customers. Assist customers when needed with billing and service issues.

 

EDUCATION

John Bowne High School - Flushing, NY

 

Business Administration

Durham Business College - Durham, NC

 

SKILLS

Microsoft Office products Metasolv (TBS) (database) DISA Direct Order Entry (DDOE) TNC CENT Web Portal

(database) (TCOSS) Qwest Facility &Engineering (database) Circuit Order Request Entry (CORE) Clarify

(trouble ticket system) Harris DDOE Java Tom provisioning database Remedy (trouble ticket system Spirent

React Circuit Testing Database Centest Circuit Testing Database ASR Processing and Support XNG/Granite

Database Training Sales force Close Tabs SCOM - Secured Server Monitoring Database ITSM (Accenture/

Remedy Trouble Ticket Database Vision App – Secured Server Network Access/Administration