JOSEPH E. NOVAK

Chicago,  IL 60631

Cell: 630-673-3653

Email: joenovak001@hotmail.com

 

PROFILE

Network Technician/Administration Professional with expertise in Cisco routers and switches and telecom testing, TCP/IP, customer relations.  Have excellent abilities in listening, mediating, team building, analyzing data and setting priorities. Dedicated individual that embraces change, takes on new responsibilities, and enjoys learning new technologies.  In-depth experience working with AT&T (20+ years) and in NOC environments (5+ years).

 

CERTIFICATIONS

Microtrain - 2013

ITIL Foundation V.3 Certification    (Registration number on request)

 

 

EXPERIENCE

Arkadin Schaumburg, IL 05/2014-01/2015

Tier 2 Voice Technician (Employee)

Provided Tier 2 support to customers with collaboration service issues. Helped to resolve and isolate troubles in Avaya 6200, 7000 bridges, Viper (Arkadin proprietary ) bridges. Referred tickets out to carrier on issues where necessary and worked with carriers to move NPA/NXX’s to different carriers. Worked with customers to test and resolve troubles.

·   Worked with Wireshark to read packet traces and troubleshoot SIP calls

·   Worked with Salesforce.com to issue and resolve tickets/cases, worked with Notepad ++ to read and search on specific conference calls

·   Used MS Office, Word, Excel, Outlook, OneNote, Lync, Wireshark, traceroute, ping, nslookup

 

 

AT&T(Contractor)Arlington Heights, IL       10/2013-04/2014

Technical Support VOIP - Tier 2 (Contractor)

Provided assistance and technical support for AT&T VDNA BVOIP platform at a Tier 2 level. Worked tickets to completion.  Worked with customers, vendors, telco/LEC technicians to provide support and technical assistance in resolving troubles on the customers BVOIP network.  Worked with various proprietary and non-proprietary systems and referred appropriate tickets to Tier 3.

·   Assisted customers and AT&T technicians to resolve network and equipment issues causing outages for customers BVOIP ( Business Voice Over IP ) networks

·   Remotely accessed customer routers to troubleshoot and provide assistance with BVOIP services , Wireless, firmware upgrades

·   Worked with Remedy ticketing system, Business Direct, Putty, BMP2, Edgemarc/Edgewater routers, Linux Operating System, Cisco routers, Cisco switches, SIP protocol, auto attendants, traceroute, ping, nslookup and more

 

AIG    Chicago, IL     09/2013-10/2013

Network Admin (Contractor)

·   Worked with Cisco 3900 routers and 3850 POE switches, brought office online (new office )

·   Helped to rack and stack routers, switches in MDF and 3 IDF’s to support new office opening

·   Worked with various construction personnel, project manager and other Network Admin to bring customers network up to functioning state

·   Assisted in turn up of 2 T3’s brought into office

·   Connected stacking cables, power cables and backup power cables

 

 

Walgreens NCC ( NOC)Mount Prospect, IL    02/2011-3/2013

Senior Network Technician (Contractor/Employee)

Worked alongside Network Analyst and Engineering Team to proactively monitor and troubleshoot Walgreens’s national 8000+ node Wide Area Network (WAN).  Provided Tier 2 support for Walgreens network.  Worked with Hughes Satellite equipment and monitoring tools, DNS, DHCP.

·   Assisted customers and Walgreens technicians to resolve network issues

·   Remotely supported Walgreens LAN/WAN issues involving Cisco Routers, Cisco Switches, Fortinet/Fortigate Firewalls, Wavelink WS2000 Wireless Switch, Wireless Access Point, Cisco WAP, Hughes HN7700 Satellite Modems, Cisco VOIP phone system

·   Communicated and worked with telecom companies such as AT&T, Sprint, and Qwest to resolve T1/T3 issues using both frame relay and MPLS network circuit connectivity and/or degradation in the WAN environment

·   Configured Cisco Catalyst routers, switches, ports, VLAN’s, STP using Cisco IOS

·   Supported Cisco Catalyst 2821, 2921 Series Integrated Service Router, 7604 Edge Routers, 4000 series, 3000 series 3560 PoE switches, 2950 and 2960G, 2960S Catalyst switches

·   Updated and maintained Fortigate 200B, Fortinet Firewall files, verified network data, performing troubleshooting on network issues and creating plans of action

·   Configured and worked with VOIP, Cisco Unified Call Manager (CUCM)

·   Used ping, traceroute,nslookup

Used MS Office 2010, EMC Smarts Monitor, Telnet, SSH, Network Authority V 6.6, SNMPc Monitoring, Remedy Ticketing System, ZOC, Managed Switch Port Mapping Tool, Lotus Notes, Lotus IM, Interaction Client, Hughes Vision, Network Authority, MS Outlook, MS Word, MS Excel, Putty, Crystal Point Outside View

 

AT&T (NOC)Arlington Heights, IL              12/2007-12/2010

Data Services Customer Engineer I (Contractor)

Responsible for working with MIS, Private Line, ISDN, MPLS, Frame Relay, ATM and Voice circuits as well as with Frame and ATM Switches to test and troubleshoot circuits, checked settings and bounced/reset PVC’s.

·   Provided technical customer care for issuing and resolved trouble tickets in Frame Relay, Private Line, MIS (Managed Internet Service), T1, T3, and OCx

·   Developed customer relations by providing timely on-going status of updates and customer escalations

·   Coordinated testing among AT&T, access providers, customers, various groups/vendors

·   Partnered with customers and various access providers to verify that equipment and circuit were working properly

·   Worked with Cisco routers, CSU’s, DSU’s diagnostic lines and tools

·   Used systems for ticketing and trouble tracking AOTS (Remedy), BMP2, Greta, TBS (Metasolv)

·   Provided direction/path forward in testing scenarios, re-routed Toll-Free numbers on an emergency basis and made changes/updates to routers

Utilized BMP, AOTS, Metasolv/TBS, Greta, WFA/IX, Remedy ticketing systems

 

CrossCom NationalDeerfield, IL                 10/2006-09/2007

Project Coordinator (Contractor/Employee)

Managed and coordinated daily workflow of the project insuring quoted margins were achieved, contracts were signed and billing was current.  Executed project deliverables from inception to completion.

·   Contracted field technical personnel, secured wiring contractor acceptance and ordered equipment and materials

·   Updated project database and closed/bill orders, acted as a daily point of contact for customers and contractors and verified that all technical resources and logistics were in place

·   Invoiced to customer billing specifications at project completion

Used Lotus Notes

AT&T Warrenville, IL     5/2005-10/2006

Network Optimization Specialist (Contractor)

Responsible for supporting work center management identifying ongoing process improvements and solutions. This was a cost saving division that consolidated circuits with the Local Exchange Carriers.

·   Provided excellent customer service partnering with customer and Local Exchange Carriers to insure satisfactory results

·   Executed and improved provisioning processes to provide annual corporate cost savings of $12 million annually

·   Provided feedback to further enhance flow through capabilities based on fallout analysis

·   Designed facilities, tested circuits and sent ASR’s in order to provide timely circuit disconnect

·   Worked with Facility Order Layout Records (FOLR) issuance

Used the following systems and equipment: MS Office, Excel, Word, Access, Outlook, TIRKS, SOTS, SARTS, ACMS, TOPAS, ESPRIT, TMAS, DACS-OSS, TSNOW, 4ESS, 5ESS, Alcatel, DCS, DACS

 

SBC-Long Distance Rosemont, IL 8/2003-4/2005

Network Service Manager (Contractor)

Was responsible for provisioning/turnup Frame Relay and ATM circuits (in many cases for customers’ complete networks). Provisioned Frame Relay/ATM Service for National Customers.

 

·                                       Interpreted customer requirements and formatted into ASR’s

·                                       Used Metasolv/TBS to add orders correctly to initiate CMS and to input ASR to forward to various telecom companies.

·                                       Created and edited ASR’s

·                                       Mapped circuits insuring continuity across multiple LATAs

·                                       Coordinated with Project Managers to obtain service for customer

·                                       Worked with various telecom companies and customer to turn up circuits

·                                       Used technical knowledge of routers and telecom to expedite order process

·                                       Worked with customers to insure circuit and router are working correctly

Used Microsoft Office, Excel, Word, Access, Outlook

 

 

AT&T Schaumburg, IL          9/2002-7/2003

Network Management Help Desk Technician (Contractor)

Responsible for monitoring and moving the repair process to successful completion.  Worked with Local Exchange Carriers to resolve circuit issues.

·                                       Coordinated testing between various groups/vendors

·                                       Worked on problem determination on WAN’s over both Frame Relay and SNA

·                                       Partnered with customer and various LEC’s (Local Exchange Carriers) to verify that equipment and circuit were working properly

·                                       Used Microsoft Office (Excel, Word, Access ), Procomm Plus

·                                       Operated proprietary systems for ticketing and trouble tracking

Worked with Cisco routers, CSU’s, DSU’s diagnostic lines and tools as well as IBM technicians and Cisco personnel to affect a fix for troubles

 

AT&T    Lisle, Chicago, IL 05/1988-12/2001

Communications Technician (Employee), Sales Representative, Business Inquiry Representative

Responsible maintaining and provisioning circuits including X.25 and Private Line Subrate, T1, T3 and OCx circuits.

·                                       Provisioned circuits (turn up ) (DS0, DS1 (T1), DS3 (T3), OCx

·                                       Tested and troubleshot circuits confirming continuity on engineering

·                                       Coordinated testing on T3 and OCx's

·                                       Tested and provisioned IBR's, T1's, T3's and OCx's

·                                       Worked with AT&T Central Office Technicians as well as LEC technicians

·                                       Tested Subrate and T1's remotely, Frame Relay, Voice, ISDN

Used TSNOW, DSTS, SARTS, SOTS, BMP, HP Openview and TRKS systems , MS Office

PREVIOUS EXPERIENCE           05/1988-12/1996

Promoted several times culminating in Communications Technician position in Chicago, IL worked with software/ equipment to maintain, troubleshoot and provision the Worldnet MIS network (a managed internet access network).  Provisioned circuits (DS0, DS1 (T1), DS3 (T3) and OCx.

 

As Sales Representative in West Chicago, provided sales support for AT&T/Lucent/Avaya PBX’s as well as for 25% of General Motors/EDS across the country (MAC).  Interfaced with sales team and customer to provide total service. Cared for LAN updates and maintained Unix based database.

 

Started career at AT&T in Rolling Meadows, IL as Account Representative (Employee).  Responsible for providing excellent Customer Service and Billing Assistance, resolved complex billing issues as well as collections and adjustments.  Provided sales support for AT&T/Lucent/Avaya PBX’s.

 

EDUCATION

Elmhurst College Elmhurst, IL

Computer Science Major - Degree not completed