Edward Z. Thurston

Professional Profile

 

Telecommunication and Customer Service professional with 15 plus years experience. Proven track record as an innovative problem-solving manager with a dedication to the total success of the organization. Core competencies include:

 

Employee Relationships	Solarwind/React/Remedy/Metasolv
Field Engineer - Equip, Circuits	Install/Maintenance/Testing
Excellent Customer Service	Cutovers/Upgrades
Technical Sales Support	DSO thru OC192/SONET

 

Work Experience:

 

Thurston Consulting

Woodbridge, Va.

Jan 2012 – Present

Independent Consultant serving the Telecom Industry

 

Current position is with Sprint in Reston, VA as a Network Operations Tech II.. Contractor (May 2014-Present)

Manage connectivity of routers to the Sprint Network by aiding customers with WAN/ LAN network configurations, logical settings, and physical line troubleshooting (Ethernet, OC-n, DS3, DS1, Fractional T1, 56k) reducing customer downtime
 

Provide Tier 1/II level support for IP Network Operations, assuring trouble tickets are routed to the proper groups for resolving customer network issues

Analyze and monitor performance of circuits connected to the Sprint Network with circuit sizes ranging from 56k to Gigabit Ethernet.

Bond tickets to Local Exchange Carriers to investigate last mile connectivity between Sprint network and customer equipment

Netcool, React, ISA/ITP. Remotely open and troubleshoot network/customer issues via trouble tickets.

 

 

Most recent client before current position was Intelligent Decisions in Fairfax Virginia were I provided Network Operation Center (NOC) Technical supports services supporting the United States Courts Systems Network.  Primary responsibilities included tracking and troubleshooting network problems.  Provided end user support via their Remedy Ticketing System - remotely opened and resolved customer tickets to resolution.  Used Netcool and Solarwinds as well as remotely accessing routers and switches to monitor issues and statistics.  Worked closely with customers, on site techs, engineers and vendors to ensure complete resolution of all issues.

 

Core180

Fairfax, Va.

2008 - 2011

Network Ops Controller II / Field Engineer II

 

Served as the Senior Technical Manager providing oversight of all daily activities for my assigned area, to include customer, site engineers, provisioning specialist, LEC’s and the Sales personnel.  Provided circuit and equipment installations using state-of-the-art test equipment and tools.  Proficient with LUCENT DMX, WAVESTAR, NAVIS, OMS, ADTRAN, RICI and ALCATEL/LUCENT LAMDA UNITE.  My areas of responsibilities included:

·Providing technical services while maintaining over 4000 DISA and Private Customer Base Circuits.

·Remotely opening and resolving customer tickets via REACT, OMS and SOLARWIND Systems.

·Installing and maintaining all circuits from DS0 to OC192 levels.

·Assisting customers in resolving on site CPE troubles to include routers, switches and Crypto.

·Developing the Standard Operating Procedures (SOPs) to include installation and maintenance practices and procedures used in support of the Government Circuit Based Operations.

·Training junior technicians.

·Installing, testing and maintaining CORE180 equipment and circuits.

 

Qwest

Fairfax, Va.

2007 - 2008

Sr. Operations Technician

 

Areas of responsibilities/selected contributions:

 

·Daily Operations of installing and maintaining Qwest circuits including Government backbone.

·Proficient in opening and resolving tickets for faulty equipment and downed circuit issues.

·Highly qualified in DLR. ASR’s, FOC’s, CLR’s and other Provisioning communication.

·DMS250, DAC 3/1, 1/0, SONET, Fiber Panel, DS3 COAX, T1, DS0 and Mainframe trained.

·Excellent Customer Service Skills.

·SECRET SECURITY CLEARANCE.

 

Teksystems

Fairfax, Va.

2006 -2007

Implementation Manager

 

Areas of responsibilities/selected contributions:

 

·   Responsible for cutover and upgrades of 1000 plus US Postal Service circuits.

·   Managed the upgrade of US Postal Service Circuit base nationwide.

·  Achieved a 96% on time completion percentage

 

Verizon Internet

Fairfax, Va.

1999 -2006

Manager IP Provisioning

 

Areas of responsibilities/selected contributions:

 

·Managed all phases of IP Provisioning Department including 3^rd level escalations.

·Responsible for major IP Network of 3000+ circuits to include Local, LD and Back office.

·Maintained Network for all DIA, DSL and dial up customer base.

·Proficient in all Design factors and Provisioning from DS0 to SONET levels.

·Developed and evaluated processes to ensure effective IP Design and Deployment.

·Evaluated and provided recommendations for products and services of IP design/deployment.

·Managed all Cost savings measures to include Network Utilization to Disconnects and Capacity.

·Initiated Sales and Service reviews with Carriers and LEC’s as needed to ensure good relations.

·Very Proficient in Metasolv, Netpro, TIRKS, C.O Finder and various other related systems.

·Excellent Leadership, Presentation, Writing, Customer Service and Organizational Skills.

 

MCI – June 1985-1999,  various positions including technician, circuit design/provisioning, carrier account consultant, telco escalation.

 

 

Other:

US Air Force, Honorable Discharge, Rank achieved – NCO Sergeant, E-4

 

Education and Training:

USAF Technical Training School, Sheppard AFB, Texas. Major: Electronics.

Various electronic, IP, Technical, Switching and Admin classes throughout career.

Various work related coures via different education centers,

Data Communications I and II,

Networking I and II,

Project Management,

Cisco Routing and Switching,

DMS250,

Conflict Management,

Time resolution and others.

 

Reference:

Available on Request