John Montez
Greater Metro Denver,US
Summary
Network Operations Technician with extensive expertise in information technology systems, specializing in provisioning, SIP, and equipment troubleshooting. Adept at resolving complex technical and operational issues, leveraging skills in CSG, DS0, and Carrier 2 Carrier systems. Proven track record of enhancing service quality and team efficiency through meticulous attention to detail and proactive problem-solving.
Overview
20
20
years of professional experience
Work History
Operations Technician 1
CenturyLink/Lumen
10.2018 - 11.2023
- Remedy ticketing system
- Provisioned and tested on DS1’s
- Performed H2H tests with the LEC’s
- Conducted HDSL stats from the C-card and the ADTRAN
- Testing and troubleshooting of connectivity of electrical circuits.
- Edge, Juniper, Cisco router testing
- LIMS database
- INTAS React, NetAnalyst circuit provisioning and testing tools
- LEC (Local Exchange Carriers) facilitation and esc
- PM monitoring of data flow. Expertly troubleshoot complex electrical circuits, leveraging DCS 5500 for cross-connects.
- Efficiently provision and test DS1 circuits in INTAS, ensuring optimal network performance.
- Swiftly resolve hard downs and incrementing errors at DS0 and DS3 levels.
- Facilitate seamless communication with LECs, conducting H2H tests and coordinating circuit transfers to spare channels.
- Foster strong partnerships for network reliability.
- Meticulously manage Remedy ticketing system, LIMS database, and Core orders.
- Synthesize information across platforms for comprehensive problem-solving.
- Point of contact between customers and Data center techs to facilitate repairs, installation and troubleshooting from beginning to end.
- Assess and analyze customers business needs and requirements, planning and scheduling installation of required equipment
Tier3 Tech
COMCAST
08.2017 - 07.2018
- Supported Tier 1, Tier 2, and Customer Care teams, resolving complex issues and improving service quality.
- Trained new hires, enhancing team efficiency and reducing onboarding time.
- Provisioned and de-provisioned telephony services, ensuring seamless operations.
- Conducted SIP call trace and routing analysis, optimizing call flow and reducing downtime.
- Provided technical troubleshooting for various devices and applications, increasing customer satisfaction.
- Facilitated seamless portability support for inbound and outbound services.
- Partnered with cross-functional teams to optimize call routing via Carrier 2 Carrier systems.
- Led new hire orientation and training as a Subject Matter Expert.
- Provided comprehensive support for desktop, laptop, tablet, and cellphone issues, enhancing team capabilities.
- Supervise manage new hires metrics and KPI’S
Tier 2 Tech
COMCAST
09.2008 - 08.2017
- Supported Tier 1 & 2 reps, billing, customer service, and field techs, resolving complex issues.
- Migrated analog to digital VOIP IMS switches, enhancing service reliability.
- LEC CLEC ILEC management
- NPA/NXX number port
- LRN activation and correction.
- SIP routing and troubleshooting.
- Transitioned Comtrac to CSG billing system, improving efficiency.
- Troubleshot equipment, maintained service continuity, ensuring customer satisfaction.
- Provided expert tool support, billing systems, and ticketing programs, streamlining operations.
- Deliver comprehensive support to Tier 1 and 2 teams, billing representatives, customer service, and field technicians as a subject matter expert.
E911 Tech
COMCAST
04.2004 - 09.2008
- Ensured compliance with FCC rules and E911 requirements, resolving address discrepancies and GPS validations.
- Corrected PSAP inquiries and routing issues, enhancing emergency response accuracy.
- Verified service locations using mapping sources, improving data reliability.
- Repaired telephone number assignment conflicts, ensuring proper customer ownership.
- Validated and corrected emergency call routing, significantly improving response times.
- Ensured E911 compliance across local, state, and federal levels.
- Resolved address discrepancies, validated MSAG, and corrected PSAP inquiries for accurate emergency response.
- Verified service locations using GPS and mapping tools.
- Rectified telephone number assignment conflicts, ensuring precise customer ownership records.
- Optimized 911 call routing to correct PSAPs.
- Improved accuracy of address information displays, enhancing emergency dispatch efficiency.
Education
Computer Sciences - Computer And Information Systems
University of Colorado at Boulder
Boulder, CO05.1986
Diploma -
Denver East High School
Denver, Colorado06.1985
Skills
- Testing
- Provisioning
- DS1
- DS0
- DS3
- HDSL
- LIMS
- Core orders
- Remedy ticketing
- Edge routers
- Juniper routers
- Cisco routers
- PM monitoring
- Telephony
- Internet
- Cable Television
- IMS
- UMS
- ESD
- GDS
- CSG
- Remedy
- Nuestar
- LNP
- Numeritrack
- BACC
- Orderpath
- Switch Translations
- Routing
- SIP
- Call Trace
- Portability
- Carrier 2 Carrier
- Desktop support
- Laptop support
- Tablet support
- Cellphone support
- Cable Box
- Remote support
- Applications support
- Voicemail support
- Billing systems
- Ticketing programs
- Provisioning support
- Equipment troubleshooting
- Analog to VOIP migration
- Billing system migration
- E911
- MSAG
- GPS mapping
- PSAP
- Retention
- Domain name support
- Backbone migration
- Lockout and tagout procedures
Websites
Timeline
Operations Technician 1
CenturyLink/Lumen
10.2018 - 11.2023
Tier3 Tech
COMCAST
08.2017 - 07.2018
Tier 2 Tech
COMCAST
09.2008 - 08.2017
E911 Tech
COMCAST
04.2004 - 09.2008
Diploma -
Denver East High School
Computer Sciences - Computer And Information Systems
University of Colorado at Boulder
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