Douglas H. Bennett

 

3261 Cape Cod Ct             

Alameda, CA  94501

Contact Phone: (510) 814-0819

Cell Phone: (510) 332-9459

E-Mail: dhbnntt@mac.com

 

Objective: To pursue my career in a management/customer service position.

 

Relevant Work History:

 

11/2005 – 08/2008

Byers Engineering, Pleasanton, CA USA

Design Engineer - Project Lightspeed

 

As a contract Design Engineer for Project Lightspeed at AT&T, I was responsible for fielding for new cabinet locations and creating construction drawings and work orders in either ARES, Microstation 95 or AutoDesk Map associated with placing new telecommunication cabinets and associated power pedestals in Northern California. Other responsibilities include coordinating with internal departments such as ROW/Structure Access and EWO as well as with external customers in order to provide clear communication on the projects at hand. I successfully worked to meet service commitments and other deadlines.

 

I have successfully completed the requirements of ARES PLR/Design and Workprint as well as AOTL training from AT&T National Training.

 

11/2003 - 11/2005

SBC Internet Services, San Ramon, CA USA

Tier II Technical Support Technician

 

Tier II Technical Support Technician working within the SBC DSL department.  Responsibilities included offering technical support service to SBC business and residential DSL customers.  Excellent knowledge of operating systems and the intricacies of networking equipment including routers and IP addressing enabled me to troubleshoot a wide array of customers' problems.  Positive interaction with customers while meeting their expectations, requirements and issues garnered many accolades from my customers.

05/2002 - 11/2003

SBC Corporation, San Ramon, CA USA

FACS Administrator - Retail MLAC (Mechanized Loop Assignment Center)

 

As a provisioning analyst in the Facilities Assignment and Control System Loop Assignment Center I followed prescribed methods and procedures in analyzing and validating the system’s generated error messages and manipulating the system to accurately maintain the order assignment process.  This would include establishing new and revising existing data base records associated with routine orders and estimates.  Analyzing data base discrepancies and determining what corrective action was required to perform necessary transactions to synchronize a customer's order to the system's components.  I brought expertise to the MLAC department in Digital Loop Electronics (DLE) systems and its provisioning requirements.  This experience promoted me to a Subject Matter Expert (SME) on DLE facilities within the department.  In addition, I was appointed to the position of a trainer on facility assignments for the Mission Bay project which has been deployed with SBC’s Broadband Passive Optical Network (BPON).  These achievements were fully supported by my excellent organizational and communications skills.  Working with other departments within the Network Services organization allowed me an excellent overall knowledge of many of the computer applications as well as a detailed knowledge of both inside and outside plant facilities.

 

06/1999 – 05/2002

Pacific Bell, San Ramon, CA USA

FACS Administrator – ISDN/DSL

 

FACS Administrator working in the ISDN/DSL MLAC group.  My responsibilities included analyzing and validating the system's generated messages and manipulating the system to accurately maintain the order assignment process.  In addition, I had been chosen to work as the management contact for other departments in need of expertise in coordinating resolutions to problematic scenarios as well as handle special projects that arose.  These projects included coordinating working schedules for the various departments involved with selecting and installing the appropriate outside plant facilities.

 

09/1997 - 06/1999

Pacific Bell, San Ramon, CA USA

Service Representative - Business

 

Responsibilities encompassed being the single point of contact for the company in handling customer request for service negotiation, trouble call resolution, process claims, adjustments and payment arrangements.  I worked for an extended period of time as a Subject Matter Expert (SME) for this department.  I was also a facilitator in the leader lead classes for the introduction of Local Number Portability for Northern California.

 

03/24/97 – 09/20/97

Pacific Bell, San Francisco, CA USA

Customer Care Agent – Broadband

 

For this new technology, I was the single point of contact for the company in handling customer requests for: service negotiation, trouble call resolution, process claims, billing adjustments and payment arrangements.  In addition, I was relied upon to assist the Residential Service Center in handling their inbound calls during peak call periods.  I have been trained on the following computer applications: BOSS, SORD, PREMIS, STARWRITER, SSI, LMOS and EXCHANGE PLUS.  I possess excellent computer skills with the ability to educate others that may need assistance.

 

Education:

 

University of Phoenix, Pleasanton, CA USA

M.S., Computer Information Systems

 

San Francisco Art Institute, San Francisco, CA USA

B.F.A., Photography

 

Additional Personal Information:

 

I have been recognized by SBC Corporation and awarded for two consecutive years as their Northern California’s “Consistently Superior Contributor” in business.