Tanya Y. Robinson

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6622 Colaric Drive · Joliet, Illinois 60431 · (773) 447-6556 · tanyayrobinson@gmail.com

Accomplished telecommunications professional combining 10 years of experience in technical operations, network &

system administration, technical support, project management, troubleshooting, systems analysis, provisioning, routing &

switching, turn-ups and maintenance. Extensive experience in providing technical and business support to

internal/external customers, engineers, carriers and field technicians. Strong experience in network technologies, server

maintenance, routing & switching and network equipment. Diverse knowledge of industry products working with various

aspects of networks, servers, software, hardware and peripherals. Effective project leader; strong collaboration skills to

coordinate effectively with multiple teams. Reduce project life-cycle through effective planning and resource utilization.

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PROFESSIONAL EXPERIENCE:

ALCATEL-LUCENT, Naperville, Illinois

Technical Support Engineer, Worldwide Commercial Wireless

8/2011 to Present

Accountable for client management and lead time performance resolving technical issues from mobile wireless providers;

resolve minor to large scale outage and services issues. Analyze and resolve 3G/CDMA and 4G/LTE hardware, software,

routing and switching issues from customer engineers; engage internal SMEs across software and hardware for large-scale

debugging and patching. Orchestrate detailed problem and root cause analyses. Lead trend analyses to identify and

forecast outages. Manage conference calls with client engineers to explain problems and outline solutions.

  · Coordinate with on and offshore software development teams to fix code and implement software patches to limit

future/recurring issues, as well as substantially reduce risk of outages.

  · Support development of new processes, standards and operations to improve technical issue resolution lead times.

  · Successfully lowered escalation frequency and improved client satisfaction and SLA adherence.

  · Achieved and maintain above goal performance for ticket resolution lead time and customer satisfaction; rank in top

quadrant for issue resolution lead time performance as most junior support engineer.

EXELON CORPORATION, Chicago, Illinois

IT Intern/Project Coordinator

Summer, 2010

Key member of a project team leading Avaya VOIP upgrade project from initial concept and requirements gathering

through technology sourcing. Conducted detailed operational analyses to identify cost savings metrics based of proposed

technology upgrade. Served as a business analyst gathering requirements from users. Compiled and tracked technology

documentation and user requests. Participated in project meetings, including outlining feasibility, projected cost savings,

timelines and outlining status reports to senior managers.

SPRINT NEXTEL CORPORATION, Aurora, Illinois

Senior Network Technician

2000 to 2009

Received several promotions through technical engineering taking over more complex and mission critical projects.

Analyzed system performance using network traffic, security and capacity metrics. Conducted extensive troubleshooting

and escalation/outage management. Partnered with engineers and technicians to define and execute system modifications.

Managed IT and network assets. Led turn-ups for new sites; tested and prepared circuits and tested cell loads.

  · Performed troubleshooting on switches, cells and ancillary equipment; verified operation of cell sites/switches.

  · Managed maintenance, troubleshooting, repair and expansion of fixed network equipment. Provided technical support

to engineers, technicians, internal network operations staff and external vendors.

  · Performed commissioning, decommissioning and augmentation of voice trunk groups, as well as testing, acceptance and

troubleshooting of DS1, DS3, OC-n circuits with digital cross-connect mapping and manipulation.

  · Controlled system configurations in electronic switching system; coordinated software upgrades for switches.

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EDUCATION: DEPAUL UNIVERSITY, Chicago, Illinois

Master of Science, Business Information Technology

DEVRY UNIVERSITY, Addison, Illinois

Bachelor of Science, Telecommunications Management

JOLIET JUNIOR COLLEGE, Joliet, Illinois

MS Access Database 2010

Conferred, 11/2010

Related Coursework: Business Continuity & Disaster Recovery; Systems Analysis & Design; Collaborative

Technologies; Business Intelligence; Software & Systems Project Management; Database Design

Conferred, 2000

LAN/WAN, UNIX; PC Hardware; Client/Server Networking; Routers; Project Management; Voice Services

Completed, 4/2011

TECHNICAL: MS Office Suite, Project, Visio, SharePoint. Windows, Unix. Methodologies: Waterfall, Iterative, Agile.

  · Provided technical training to junior technicians on maintenance of switches, signaling, access, egress and network

components, as well as systems and test vehicles supporting nodal/switched services. Performed acceptance testing.