DEREK TOWNES
Decatur,GA
Summary
Strategic Thinker
*Excellent Written/Verbal Communication Skills
*Ability to Work in a Multi-Tasked, Constantly Changing, High-pressure environment
*Strong Organizational Skills
*Managerial Experience in Various Capacities
*Computer Literate
*Strong Operational Background
Overview
28
28
years of professional experience
Work History
Technical Support Tier II
Birch Communications
Atlanta, GA.
12.2015 - Current
- Trouble shoots 3rd party hardware and software.
- Examples of software would be VPN, Backups.
- Unix, Microsoft Operating System, Scripts/Coding, Web hosting, various email clients, and MySQL.
- Managed relationships between vendors, internal resources, and customers.
- Must follow predefined guidelines, protocols, and procedures as directed.
- Coordinated trouble ticket resolution with customers, local vendors and other service providers in order to minimize customer affecting downtime.
- process customer trouble ticket escalations from Tier 1 Technical Support.
- Adding circuits and MPLS in Granite as well configuring and disconnecting new and used circuits in Granite workstation and Granite Housed programs.
Voice Technician
Level3 Communications VOIP Serivce
Atlanta, GA.
01.2014 - 12.2015
- Work as a point of contact as a Tier 2 VOIP tech to troubleshoot for all CLEC AND LEC.
- Monitor network by providing assistance in all Voice issues such as upstream carriers.
- Work as a senior technical engineer to troubleshoot VOIP networks external and internal for wholesale clients Both TMD and IP.
- Provide updates and complete tickets pending for outages, DTMF, static, abnormal disconnections, Busy signal and mostly routing problems pertain to network inconsistencies by testing and pulling customer records (CDR) and testing head to head with LEC and their client remotely.
- Monitor.
- Work with vendors, LECs and CLECs for resolution or minimize customer-affecting downtime as being the point of contact for all escalated tickets from tier1, sales and management.
- Support the development of liaison relationships with ILEC's and Vendors to streamline implementation process circuit configuration using Granite, MettaASIST and Oracle.
- Coordinate the installation/implementation with vendors and clients.
- Perform in-depth troubleshooting and analysis against all aspects of Level3voice network.
- Process system orders for IP and configuration information to submit correct equipment from the vendors to customers to install.
- Also, provide guidance during installation.
- Use SS7/VOIP programs to find trends or fault through clients network connected to ours.
- Capture calls to analyze to the SIP call flow.
- Use VOIP tools such RTP and Hammer to test calls that may have pass the SONUS network to provide corrective measurements for Level3and or Network clients to make changes to trunk groups or IP configurations.
- Work hand and hand with our DMS250, DMS500 and E911 PSAP team members for assistance.
- Use troubleshooting concepts including coordination with internal customers and work with telcom vendors.
- Work with Level3 advance team for major problems or customer issues outside the norm.
Network Support Specialist
AT&T Services
Atlanta, GA
10.2012 - 09.2013
- Providing project management for all IP, SIP IPPBX and flex customers on existing AVPN circuits.
- Providing provisioning support and guidance to AT&T BVOIP customers on Technical Scrubs and customer site surveys to gather accurate network designs and equipment.
- Project managing from cradle to grave, or end to end with ordering and provision on new and existing circuits by working and interfacing with the necessary workgroups and departments also coordinates and act as lead contact for internal and external communication.
- Process system orders for IP and configuration information to submit correct equipment from the vendors to customers to install.
- Also provide guidance during installation.
- Implement changes to new or existing products and features by Submitting MACD or provisioning new installations.
- During Test and Turn up, monitor equipment status and inform of any IP configuration problems and or process any Voice request during completions of activation.
- Understanding and preformed operating system and TCP/IP networking concepts such as VOIP,IOS router configuration and BroadSoft products during acceptance, testing and activation.
Circuit Delivery Engineer/ Circuit Testing-Lead Technician
Cbeyond Communications
Atlanta, Ga.
09.2006 - 08.2011
- Participate with the implementation of Circuit Delivery operations and assigned tasks for VOIP services Provisioning and circuit design projects Configure and test VOIP and Data Circuits.
- Participate with the implementation of test and turn-up of Cbeyond's customers.
- Participate with the implementation of pre-installations and moves including the configuration of network elements installing IOS flash and customer premise equipment such as Cisco routers (2400, 3200, 3500 and VPN) using Cisco UCM camands, Digital Routing using Telnet.
- Participate with the proactive monitoring of delivered and preinstalled circuits to isolate trouble and drive resolution in TCP/IP network systems.
- Refer out, dispatch and coordinate with ILECs and field techs as required to drive resolution of defective circuits and/or installations.
- Adding circuits and MPLS in Granite as well configuring and disconnecting new and used circuits in Granite workstation and Granite Housed programs.
- Thoroughly document order status in Cbeyond systems such as Siebel, T1 Manager and Install Activation Manager.
- Support the development of liaison relationships with ILEC's and Vendors to streamline implementation process.
- Coordinate the installation/implementation with vendors and clients.
- Participate with the delivery of service to end-customers by monitoring order progress, responding to order rejects or troubles, and identifying, escalating and resolving jeopardizes.
- Participate in OSS development and testing centered on customer equipment installation.
- Experience with Cisco IOS concept.
- Understanding and preformed operating system and TCP/IP networking concepts such as VOIP, IOS router configuration and VOIP products during acceptance, testing and activation.
- Understanding and performed T1 testing protocols and procedures.
- Understanding and performed basic voice and data networking concepts.
- Experience with handling ILEC interactions.
- Tier 2.
09.2006 - 07.2007
- Resolve complex Service Requests, including but not limited to application set-up assistance and provisioning, ownership changes, and other changes to customer accounts.
- Perform detailed analysis and research of customer billing issues to facilitate timely and successful resolutions.
- Utilize pre-approved levels of credit and discounts based on customer situation and performance level and follow policy to document and apply changes.
- Responsible for handling customer calls with a positive problem-solving attitude.
- Properly document in OSS system call purpose and resolution.
- Project management of service requests, service orders and any other external systems to complete requests within acceptable service levels.
- Complete every call with appropriately setting customer expectations for requests including next steps and resolution time frame and notification.
- Properly code service requests using correct product type and subtype.
- Utilize online resources such as Cbeyond Online and the Knowledgebase to resolve customer troubles.
- Serve as an escalation point for tier 1 care agents needing assistance with complex customer requests.
- Actively participate in training classes for new products and services.
- Consult supervisor as needed for problem/complex request resolutions.
- May also perform additional duties such as; data analysis, project management, reporting.
- Provide input for OSS improvements, diagnostic tools and process changes.
- Interact with Technical Support to assist customers with trouble resolution.
- Maintain consistent monitoring of email and web inquiry queues for customer communication.
Senior Customer Care Dedicated Account Manager
BELLSOUTH LONG DISTANCE
Atlanta, GA
07.2002 - 07.2006
- Serves as interface with Qwest/Bellsouth account teams including Sales Directors, Vice Presidents and senior management as CEO's and CIO's.
- Responsible for post sales implementation customer service and support.
- Handle issues related to complex corporate account billing, moves and adds orders for switched outbound and inbound services and general provisioning inquiries for Frame Relay, ATM and INTERNET service.
- Works interdepartmentally on projects and other internal companies to develop procedures that will reduce customer appeals.
- Negotiates solutions with other Company departments to develop resolutions that will satisfy customers' needs.
- Provide a hybrid of project management on billing analysis and technical expertise to large size customers in the joint local and long distance venture.
- Coached and developed Senior Customer Care Account Managers to resolve billing disputes reconcile customer accounts and review contracts for dedicated and switched customers.
- Work interdepartmentally on special projects.
- Summarize and compile reports on billing errors.
Provisioning/Circuit Designer
MCI WorldCom
Atlanta, GA
09.2000 - 07.2002
Project Manager
Service Delivery
09.2000 - 01.2002
- Manage the implementation of large, complex Global account networks.
- Work directly with account teams, customers, equipment vendors and other MCI WorldCom departments to facilitate complex order completion.
- Handle new installs, moves, and changes of existing MCI WorldCom services.
- Coordinate service order processing with CLEC, ILEC telephone companies (i.e.-BellSouth, Qwest and Verizon) and numerous MCI WorldCom personnel; also verify service information, schedule circuit installation and completion of channel facility assignments (CFA).
- Responsible for writing MUX messages and Hi-Cap coordination/utilization.
- Thorough knowledge of products, terminal equipment and Telco procedures.
- Assign frame ports and channel facility assignment (CFA) to new and existing T1, DS0, DS1 and DS3 customer-owned or company-owned telephone circuits.
- Knowledgeable in dedicated Voice, Data, Frame Relay, TDS 1.5, VNET and other products provided by MCI WorldCom.
- Responsible for processing access service requests (ASR) from interexchange (IXC), and competitive access providers (CAPS).
- Responding to DLR and FOC dates.
- Service Delivery.
- Responsible for Installation of Frame Relay, Dedicated Access lines, Private lines for Global customers.
- Ordered/Managed equipment for clients with $100k or higher monthly usage levels.
- Worked directly with account teams, customers, equipment vendors and other MCI internal departments to ensure effective, efficient implementation of MCI dedicated access voice, data and logical data services.
- Contacted customers and equipment vendors to gather technical requirements/data to ensure all information is entered accurately into MCI WorldCom's Order Entry systems.
- Notified customers of circuit and equipment delivery dates.
Customer service specialist II
VERIZON WIRELESS
Orangeburg, NY
08.1998 - 09.2000
Education
Cisco Network Specialist (CCNA) -
ATLANTA TECHNICAL COLLEGE
present
Business Management
UNIVERSITY OF PHOENIX ONLINE CAMPUS
July.2003
Political Science/ Urban Planning
S.U.N.Y at OLD WESTBURY COLLEGE
May 1992
Skills
Utilized the following operating systems: Windows 95 and 31, MS Word, MS Excel, MS Access, Lotus Smart Suite, IEX TotalNET,Chadborn, Windows NT 40 (server & workstation), IOS, Cisco routers, TCP/IP,UAT Testing, Granite, Telnet and Sightless programs, ADSL & MetaASIST, CLEC and ILEC testing ,NetCool, Ethernet, VOIP,Oracle, Broadsoft products,Remedy and Mobile and Wireless services GCSM, USRP, VIT, ROME, EFMS-MS, GIOM, InStar, BMOR, IP Central
Timeline
Technical Support Tier II
Birch Communications
12.2015 - Current
Voice Technician
Level3 Communications VOIP Serivce
01.2014 - 12.2015
Network Support Specialist
AT&T Services
10.2012 - 09.2013
Circuit Delivery Engineer/ Circuit Testing-Lead Technician
Cbeyond Communications
09.2006 - 08.2011
09.2006 - 07.2007
Senior Customer Care Dedicated Account Manager
BELLSOUTH LONG DISTANCE
07.2002 - 07.2006
Provisioning/Circuit Designer
MCI WorldCom
09.2000 - 07.2002
Project Manager
Service Delivery
09.2000 - 01.2002
Customer service specialist II
VERIZON WIRELESS
08.1998 - 09.2000
Cisco Network Specialist (CCNA) -
ATLANTA TECHNICAL COLLEGE
Business Management
UNIVERSITY OF PHOENIX ONLINE CAMPUS
Political Science/ Urban Planning
S.U.N.Y at OLD WESTBURY COLLEGE