Dennis Blackburn
Federal Heights,Co.
Summary
A challenging position in a professional atmosphere which will utilize my skills, abilities, and work experience. While offering opportunities for advancement.
Overview
44
44
years of professional experience
Work History
Toll Operator
- Responsibilities include providing dialing instruction for International, Long Distance and local direct and collect calls, also routed intra-lata and emergency calls to their final destinations
- Actively involved with the Ergonomics and Quality Assurance Teams as well as assisted in updated training on new policies and procedures.
Booth Clerk
- Accountable for encoding checks for deposit, Handling, and processing daily, weekly, and individual checker balances and store reports.
Head Cashier
- Handled returns, exchanges, cash register operations and store daily/weekly reports
- Achieved status of salesman of the month four times, with an emphasis on customer satisfaction
- Assembled backroom layout and inventory
- Executed shipping and receiving responsibilities.
Service Assurance Technician
LUMEN
02.2001 - Current
- Assigned to the NOC Upon arrival into Qwest assumed a greater responsibility of duties by hiring into the Common Transport group, these includes learning the daily operations of the department (e.g., maintenance, provisioning, remote testing and monitoring of facilities, ds0 and T carriers) and most recently the addition of the DSL stingers from the DSLAM
- Internal point of contact for trouble resolution for customers (e.g., SS7, MLT, 911 and OIS) regarding network trouble isolation and remote testing for the Corporate Transport Network from demarc to demarc
- Provided back up support for the NFC upon request
- Recruited during corporate restructuring to the SS7 (Common Channel Signaling) maintenance and surveillance group in March of 2002, which required learning some new technologies on the job
- (e.g., new alarm surveillance and some TEKELEC and Ericsson commands and trouble shooting.)
- Moved over to the Maintenance Operations Console (M.O.C.)
- Duties include surveillance, coordination of repair, routine maintenance, hardware installation as well as Initiation and administration of software backups
- Using TCP/IP & UNIX
- File and track progress of Telcordia TR’s (trouble reports) using WebQ as well as respond and implement CSB’s (customer service bulletins from Telcordia and tech support)
- Run retrofits and patches all for the SS7 SCP, ISCP and ISP surveillance equipment via Telnet sessions
- Answer trouble calls in a professional manner from internal as well as external customers, if not to bring to resolution, then direct to the proper organization or department for trouble resolution
- Perform call traces as well as protocol analysis to resolve call routing and feature problems.
Service Assurance Technician
TEK Systems, Qwest Communications
01.2000 - 01.2001
- Contracted to, NROC/NFC
- Responsible for monitoring and maintaining the status of the
- Network integrity and its components within a seven-state region
- Analyzes alarm information generated from TBOSS and Intelligent Network Elements (INE) such as Tellabs and AT&T DCS, Nortel, Fujitsu, NEC and SONET through Bellcore software applications (NMA, TIRKS, LMOS and Predictor) to perform circuit testing and trouble sectionalization
- Conducts performance monitoring that tracks digital bit, framing, Bipolar Violation (BPV) and Cyclic Redundancy Check (CRC) error rates to identify and repair troubles before customers experience problems
- Coordinates communications with the Local Network Organization (LNO) various departments i.e., Managers field technicians, central office technician’s and other network associates to identify and analyze network problems for resolution.
Service Reliability Center Dispatcher
Adecco Employment services, ICG Communications
01.1999 - 01.1999
- Contracted to
- First point of contact for internal and major external customers regarding network trouble for Transport and Switch
- Opened trouble reports and dispatched the appropriate technicians to bring to resolution.
Senior Representative/Channel Support
Nextel Communications
01.1996 - 01.1999
- Responsible for assisting and coordinating 17 reps that manually provisioned the database for wireless communications consisting of voicemail (GLENAYRE), RF 2-way, Alphanumeric paging (Aldiscon) as well as wireless
- Monitored, analyzed, and corrected provisioning for individual subscribers within the database on a proactive basis before customers experienced problems
- Resolved inbound customer calls by providing one call resolution to issues consisting of billing accessory information, product knowledge and provisioning.
Operator Information Services, Directory Assistance Operator
US West Communications
01.1989 - 01.1996
- Handled inbound calls retrieving listings from one of the most extensive databases in the nation in a timely manner.
Manager/All Purpose Clerk
King Soopers Grocers
01.1980 - 01.1989
- Maintenance/Sanitation Manager responsible for establishing and implementing a sanitation program to fit the specialized needs of each department within the entire store
- Developed the training and personnel required to complete the task.
Produce/Grocery Clerk
American Eagle Outfitters
01.1986 - 01.1988
- Proficient in stocking, merchandising, ordering, inventory, and maintaining vendor relations
- Retail Salesclerk Actively involved with the stores grand opening set-up.
Education
High School Graduate -
William Smith High School
Aurora, Co.1979
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Aurora Vo-Tech (T.H. Pickens)
Aurora, Co.1977
Skills
- Advising and Coaching
- Rewards Programs
- Special Orders
- Adaptable and Flexible
Timeline
Service Assurance Technician
LUMEN
02.2001 - Current
Service Assurance Technician
TEK Systems, Qwest Communications
01.2000 - 01.2001
Service Reliability Center Dispatcher
Adecco Employment services, ICG Communications
01.1999 - 01.1999
Senior Representative/Channel Support
Nextel Communications
01.1996 - 01.1999
Operator Information Services, Directory Assistance Operator
US West Communications
01.1989 - 01.1996
Produce/Grocery Clerk
American Eagle Outfitters
01.1986 - 01.1988
Manager/All Purpose Clerk
King Soopers Grocers
01.1980 - 01.1989
Toll Operator
Booth Clerk
Head Cashier
High School Graduate -
William Smith High School
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Aurora Vo-Tech (T.H. Pickens)