Michael Barnett

Completed facility and inventory assignments for POTS, ECF, and multi-line hunt rotary services.

Activated Class 5 Switches for POTS and Stand-alone HSI while troubleshooting issues via line tests.

Delivered essential Help Desk support to field technicians and Central Office personnel.

Updated service order activation fallout in SPACE for timely delivery of Operator Intercept services.

Coordinated LNP Hot Cuts with CLEC, ensuring efficient handling of port outs.

Analyzed service order activation issues in ASAP to maintain operational accuracy.

Collaborated with sales teams to execute PRI Hot Cuts without errors or delays.

Managed Voicemail services alongside other telecommunications offerings to streamline operations.

• Resolved customer inquiries through effective communication and problem-solving strategies.
• Utilized CRM software to track interactions and ensure timely follow-ups with customers.
• Developed training materials for new team members, enhancing onboarding experience and knowledge retention.
• Implemented process improvements that increased response efficiency and reduced resolution times.

Supported desktop operations for enhanced call routing involving toll free, vnet, and voip products via NGSN-IVR and Remote Data Gateways.

Diagnosed faults by interpreting call records alongside production network node assessment.

Displayed initiative and ownership in providing timely assistance to members.

Acted as analyst with major clients like Federal Aviation Association to address network routing problems.

Contributed to conference calls ensuring thorough customer support delivery.

Offered second level support for Verizon Business Local and Long Distance, including repair groups.

Developed training sessions and essential job aids to assist all departments.

Facilitated isolation and repair of data services through collaboration with customer service centers and local exchange carriers.

Monitored and troubleshot network layers of Frame Relay, MPLS, ATM, and PIP circuits.

Utilized Cisco and Juniper applications for effective network layer monitoring and troubleshooting.

Assisted in development of applications for Interconnect configurations, including Circuit Work Orders.

Engaged with customers to resolve service issues efficiently.

Optimized operational processes by collaborating with technical teams.

Enhanced application functionality to improve service delivery for internal users and customers.

Demonstrated proficiency in Microsoft Word, Excel, and PowerPoint.

Executed remote testing for cooperative circuits across multiple standards with top interexchange carriers.

Leveraged knowledge of Alcatel DXC and Lucent 5ESS to isolate faults and test POTS/ISDN circuits.

Assessed complex challenges to create improved methodologies for effective fault isolation.

Operated and maintained strategic long-haul Defense Communications Systems for senior military leadership.

Configured and troubleshot satellite communications earth terminal equipment at direct support maintenance level.

Conducted quality tests on circuits, systems, and ancillary equipment using advanced testing tools.

Managed communications security and information security documentation with zero losses throughout tenure.

Reviewed and trained personnel on Satellite Access Request compilation and submission processes.

Approved theater SARs and coordinated with DISA for SAA issuance of bandwidth resources.

Allocated SHF and UHF bandwidth to units following SAR approval for operational efficiency.

Held Top Secret/SCI Level Security Clearance to access sensitive defense operations.

• Managed installation and maintenance of signal support systems ensuring operational readiness.
• Developed standard operating procedures for equipment use and troubleshooting protocols.
• Coordinated training programs for personnel on advanced communication technologies and systems.
• Evaluated system performance, identifying areas for improvement and implementing corrective actions.