Steve McPheron

1022 Pine Isle Court  Sugar Hill, GA 30518

(678) 714-7139 Home 

sdmcpheron@yahoo.com

Education

SALARY REQ.     

Cambridge College, Aurora, CO

AA, Information Technology, 2004

George Wallace Technical College, Selma, AL

Certificate, Drafting, 1976

$45,000-$50,000

Certifications

Network+, 2009

Experience

07/2006 – 10/2011                       Comcast, Inc.                                                           Denver, CO

Business Tech Support  (05/11-10/11)

▪          Respond to calls in an Inbound call center environment for SMB businesses needing support for their internet connectivity, telephony issues, and television issues.

▪          Work to correct through service related computer applications.  If repair fail, create TT through Grand Slam and/or Remedy TTS or create truck roll for a technician visit to site.

▪          Applications used include ACSR (aka CSG) BTS, BACC Gui, CADM, IP Control, Avaya, Scout, DNS Query.

                                 Comcast Business Billing (01/11-05/11)

▪          Respond to incoming calls from businesses with contractual inquiries as well as routing service calls and taking payments when requested.

▪          Applications used include Workbench, Grand Slam, Casper and ACSR

                                Comcast Collections Representative (07/10-01/11)

▪          Respond to incoming and outgoing calls for Colorado and New Mexico residential customers to collect on outstanding balances.

▪          Applications used include CSG (ACSR) billing system and Avaya Pro Active Contact telephone utility.

                               Comcast Business Support Representative Tier 1  ( 01/10-07/10)

▪          Respond to problem calls from small business clients with their service(s), create Trouble Ticket and work to resolve issues when applicable.

▪          Transfer to next level or create a Truck Roll for issues unable to be resolved online.

▪          Applications used include SVP, CADM, BTS GUI,NETO TN Query Tool, Scout, ACSR, CableData, Remedy TTS and DNS Query

Comcast NOC Analyst  (07/2006-01/10)

▪          Monitor Comcast CDP and CDV VOIP nationwide network for alarms and issues and correct problems online where applicable.  If online repair is not possible, create Trouble Ticket for routing to correct department for issue resolution.

▪          Applications used include Spectrum, Ineoquest, Safari, BTS CLI,NGN, SBC Tool, STP Tool and Remedy TTS.

4/2005-5/2006                         Engineering Associates                                              Atlanta, GA

                                                        OSP Engineer

Note:  EA is a consulting firm working exclusively with independent telephone companies.  My assignments under their employ:

▪          Designed fiber remote sites in rural areas including fiber feed from existing backbone.

▪          Assisted in design of FTTP job for Washington-Wilkes Telephone.  Job included design of backbone including drops to the premise.

▪        Inspected fiber loop construction job for TDS Telecom.  Construction purpose was to fill in missing legs to create a complete fiber loop.

▪        Designed fiber remote sites in rural areas including fiber feed from existing backbone.

2003–2004                               Tek Systems                                                              Denver, CO

                                                                    Support Call Center/IT Technician

Note:  Contract employee assigned to Samsonite, Inc. in the IT Department.

▪        In Call Center, assisted stores with computer register related problems as well as printer and scanner problems.  Attempted to repair problem via phone;  If non-repairable, build replacement computer or issue new printer or scanner.

▪        Samsonite undertook conversion of all 216 retail stores to new computer based registers.  Assisted Systems Analyst in the configuration of the new computers and shipping.

▪        Assisted with set up, tear down and operation of computer equipment for special meeting/training functions held within the company.

3/2001–7/2002                         Metromedia Fiber Network, Inc.                                Denver, CO

Project Engineer

▪        Oversaw contractors doing telecommunication construction (buried).  Worked with engineering contractor on design issues for telecommunication construction.  Responsible for both check-in and disbursement of company provided construction material.

▪        Ordered fiber optic cable which included calculating amount needed, size and type required, physically inspected reels upon arrival and logging items.  During fiber pulls, tracked pull itself and monitored fiber usage.  Maintained paperwork on fiber pulls.

▪        Maintained file copy of all design sheets and as-built construction sheets.

▪        Used computer based mapping program to provide illustrations of construction build layout for in-house use, task orders and company reference.

1977–2/2000                            Engineering Associates, Inc.                                                   Atlanta, GA

OSP Engineer

1998–2/2001                             Hargray Telephone Company                                                 Beaufort, SC

▪          Designed and drew service orders, road moves, cable upgrades and fiber loops.  Priced job per master contract between Hargray and contractor.  Oversaw construction crews to ensure work is done according to specifications and budget.  Upon final construction, completed and submitted "as built" sheets.

1990–1998                               TDS Telecom                                                                         St. Mary’s, GA

▪        Performed verification work both at pedestal and home or business due for conversion from paper records to Versa-Cad system., Oversaw construction crews.  Installed various fiber optic loops.  Worked with engineering department on service orders by isolating location, assigning cable pair(s) and informing I & R on routing cable pair to location.  For line extensions, designed and drew construction sheets, obtained permits and forwarded service orders and construction sheets to appropriate personnel.  Worked cutover by hand; obtained computer plat, confirmed existing cable size and pair count, laid out new count, completed and issued cut sheets to Splicing department and assisted splicers as needed.

1986-1989                                 Alltel Telephone                                                     Comer/Commerce, GA

▪        Designed and drew construction sheets for road moves, line extensions, planned construction for year and service orders. Inspected construction to meet R.U.S.A specifications.  After completion, tested cable including megging, talking and circuit bridge. Upgraded cable schematics to include new construction.  Created new schematics for newly developed areas.  Numbered pedestals in field to match records.

1977-1980                                 Pine Belt Telephone Company                                               Arlington, AL

▪        Assisted in design and drawing of construction sheets for entire project prior to construction.  Inspected installation of drop and riser guard by drop crew, maintained construction sheets and supervised any damage repairs.  Inspected cable plow.  Maintained construction sheets, kept sequentials, calculated load points on D-66 basis, supervised clean up crew, setting of actual pedestals and dig downs.  Filed progress reports to R.U.S.A. weekly.  Upon completion of project, rode final clean-up and inspection with State Highway Agent for construction are and submitted “as built” sheets for project.