CLARENCE THREATT
Aurora,CO
Summary
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
2017.01 - 2024.04
- 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
2010.04 - 2015.09
- 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
2008.04 - 2010.03
- 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
2007.01 - 2008.04
- 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, AZSkills
- 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
- Customer service
- Wafer fab operation
- Chemical process programming
- Safety and quality compliance
- Customer Support
- Technical consulting
- Database Administration
- Technical Analysis
- Technical implementation
- Excellent Communication
- Written Communication
- Equipment knowledge
- Reliability
- Analytical Thinking
- Interpersonal Skills
- Interpersonal Communication
- Prioritization
- Team building
- Self Motivation
- Multitasking
- Training and mentoring
- Financial administration
- Software Proficiency
- Vendor sourcing
United States Navy
Honorably Discharged: Electronics/Maintenance Repairman- Airman E3
Affiliations
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
2017.01 - 2024.04
Escalations/Chronic Lead Tech Service Center
Lumen/CenturyLink/Level3/tw telecom
2010.04 - 2015.09
Transport Maintenance Network Analyst
Lumen/CenturyLink/Level3/tw telecom
2008.04 - 2010.03
NRC Data Network Surveillance Analyst
Lumen/CenturyLink/Level3/tw telecom
2007.01 - 2008.04
Associate of Applied Science in Electronic - Electronics Technology
DeVry Institute of Technology
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