Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Implementation Engineer II
Lumen/CenturyLink/Level3/tw telecom
Denver, CO
01.2017 - 04.2024
Oversaw the installation of copper and fiber demarcation extensions from main point of presence equipment to customer premise equipment in their physical suite, through third-party vendor support
Spearheaded direct communication with assigned clients regarding installations, maintenance, and service orders.
Produced effective outcomes by overseeing project management activities, including scheduling vendor dispatches and coordinating with internal field operations engineers and technicians' dispatches, establishing clear guidelines on the scope of work.
Managed and mitigated escalations across multiple stakeholders in a timely manner
Streamlined spreadsheet organization for prioritization, effectively resolving invoice auditing and financial management discrepancies
Assisted multiple co-workers in enhancing their skills in technical and work-flow training
Delivered suggestions for enhancing processes to both internal and external stakeholders
Collaborated with management to align Vendor agreements and service level agreements with new product activities. Partnered cross-functionally with Operations Managers, Product Managers, Sales Directors, and Customer Project Managers to maintain relationships in adherence to established process and procedures.
Escalations/Chronic Lead Tech Service Center
Lumen/CenturyLink/Level3/tw telecom
Denver, CO
04.2010 - 09.2015
Served as the primary point of contact in managing and resolving complex customer concerns by collaborating with both customers and internal teams.
Experienced in independently managing the entire process for resolving escalated issues such as ticket processing, troubleshooting strategies, documenting solutions, and liaising with customers.
Managed high-priority calls for immediate resolutions from various stakeholders on a daily basis.
Maintained a well-organized chronic ticket queue with timely intervention and follow-up for efficient issue resolution
Proactively engaged with local exchange carriers to escalate and resolve tickets, implementing targeted action plans for prompt resolution
Recording and organizing comprehensive information about tasks performed using the relevant application/tool
Provided support to local market field technicians, operations support staff and other technical and business support groups, as needed
Developed training on policies and procedures.
Transport Maintenance Network Analyst
Lumen/CenturyLink/Level3/tw telecom
Denver, CO
04.2008 - 03.2010
Maintained responsibility for monitoring tw telecom network surveillance
Efficiently handled customer complaints, network outages, and circuit problems as the primary contact
Managed the organization and upkeep of the trouble ticket database
Managed remote operations to control and oversee deployed SONET/DACS equipment.
Worked closely with carriers in resolving trouble reports
Efficiently organized field maintenance activity throughout service repair process
Demonstrated proficiency with various vendor equipment such as Alcatel 1631, Fujitsu, Ciena, and Titan 5500.
NRC Data Network Surveillance Analyst
Lumen/CenturyLink/Level3/tw telecom
Denver, CO
01.2007 - 04.2008
Proactively monitored alarm surveillance for all data elements
Adhered to meticulous standards in maintaining complete and precise maintenance records
Ensured prompt restoration of data network outages and service failures
Handled initial troubleshooting and resolution of customer-reported Internet troubles within the network operations center.
Proficient in navigating MS Windows/Office and diverse Linux/Unix platforms
Skilled in configuring and utilizing Cisco 3500/7600 series switches
Successfully executed networking tasks, showcasing proficiency in WAN/Backbone/Core routing with Cisco and Juniper devices, encompassing the Juniper m and t series routers alongside Cisco edge routers.
Proficient in utilizing OSPF, BGP, and additional routing protocols effectively.
Education
Associate of Applied Science in Electronic - Electronics Technology
DeVry Institute of Technology
Phoenix, AZ
Skills
Customer service
Project management
Troubleshooting
Time management
Attention to detail
Coaching/mentoring
Ability to learn different disciplines
Loyalty
Process improvement
Relationship management
Technical training
Policies and procedures training
Surveillance systems monitoring
Troubleshooting network outages and circuit problems
Remote functions for control of network equipment
Coordinating field maintenance activity
Proficient with multiple vendor equipment
Commercial cleaning
Marketing and sales
Payroll and HR responsibilities
Service provisioning
Configuring data elements
Remote circuit acceptance testing
Coordinating field installation activity
Maintaining accurate and complete circuit records
Alarm surveillance for data elements
Prompt restoration of network outages and service failures
Proficient with MS Windows/Office and some versions of Linux/Unix
Proficient with Cisco and Juniper equipment
WAN/Backbone/Core routing experience
Network monitoring and maintenance
Network management systems configuration and operation
I enjoy sports, bird watching, and anything water. My passion is serving our disenfranchised and less fortunate community through my church's food market place and resource center. I also enjoy visiting the elderly community. I receive so much wisdom and joy from doing so.
References
References available upon request.
Timeline
Implementation Engineer II
Lumen/CenturyLink/Level3/tw telecom
01.2017 - 04.2024
Escalations/Chronic Lead Tech Service Center
Lumen/CenturyLink/Level3/tw telecom
04.2010 - 09.2015
Transport Maintenance Network Analyst
Lumen/CenturyLink/Level3/tw telecom
04.2008 - 03.2010
NRC Data Network Surveillance Analyst
Lumen/CenturyLink/Level3/tw telecom
01.2007 - 04.2008
Associate of Applied Science in Electronic - Electronics Technology
DeVry Institute of Technology
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