Nicole Hamman

• Sales Engineer for the largest global account at the company.
• Provided out of the box thinking to apply the necessary tools to solution designs for large infrastructures.
• Continued to learn new features and functionality to apply to an ever growing industry.
• Coordinated and designed upgrades and moves to the Lumen network to accommodate a demanding client built environment.
• Discussed optimization efforts to enhance the client network as both domains thrived.
• Handled wall to wall conference calls with a demanding client.

• Responsible for the most difficult cases lasting weeks to months working with labs and vendors to apply fix or patches.
• Provide feedback with approval or denial on customer and special requests for account teams to implement into the voice network with an operations vantage point.
• Interfaced with our monitoring tool vendors to optimize network solvency.
• Collaborated with new products and migration efforts for voice network implementation.
• Led root cause analyses to identify and address problems in industrial production.
• Developed and maintained standardized operating procedures for numerous functions and tasks to streamline operations.
• Analyzed operability requirements for upgrades and new equipment installations.

Voice Operations Engineer was the best job in the company for personal growth with the largest internet provider owning over 51% over the internet backbone.
Third Level Technical Services touches every part of the Voice network within the Level 3 environment within North America and Europe. The team is over domestic and international inbound and outbound products interfacing with various equipment including but not limited to: Sonus 5100, 7000, 9000, ACME 4250, Broadsoft 924, DMS 500 and 250, and DEX 600E. Troubleshooting SIP signaling and SS7 signaling issues within the network and with client negotiations. Feature development engineering reviews and new product roll out feedback for the production environment.
I was the lead trainer and technical documentation writer for my team during this time.

• Isolate issues within the Global Crossing (Bought by Level 3) Voice over IP network to improve quality and customer retention.
• Enhance the customer network by reducing bandwidth constraints and correct improper signaling.
• Reviewed call flow for valid structure and RFC protocol flaws.
• 2012 Global Customer Service Award

As Product Manager, assessed product designs against Nortel standards and specifications for CDMA (Code Division Multiple Access) and LTE (Long Term Evolution) solutions. Knowledge of business case analysis for new feature designs and return on investment.
Successfully improved the 4G LTE solution by 29% in quality in the first year.
Produced team work instructions and processes for TL9000 compliancy.
Enriched Nortel CDMA with new operational tools for improved MTTR (Mean Time To Repair).

Provided custom Nortel database services for Verizon Wireless from switch installations (nuts & bolts to call processing) to new feature deployment and complex database changes. As a lead, provided customized service quotes for customer account teams for database services as well as scope of work and method of procedures.
Coordinated and completed intricate migrations from MSC to MSC (Mobile Service Center) and HLR to HLR (Home Location Register).
Supported Nortel global technical assistance for the CDMA MSC.
Created CDMA MSC .pdf/ppt training modules and delivered training to Nortel team members as well as Verizon Wireless customers.
Installed and Maintained VO (Verification Office) CDMA MSC labs and internal and external HLR’s.
Successfully completed the first Nortel IS826 protocol platform in North America.
Installed the first two CDMA MSC’s in Europe.
Created lab footprints within Nortel for R&D departments.

Provided database/software support to CDMA MSC customers globally. Created MOP (Method of Procedures) for detailed database activities. Skills range from STP linkset migrations, STP installations, eBSC moves to MSC rips.
Successfully completed the first Nortel and Motorola eBSC (enhanced Base Station Controller) migration significantly reducing the site footprint and allowing faster call processing.
Created new streamlined method of CDMA MSC translations for North American dialing plan resulting in an ease of use and maintenance and increasing efficiency.

Created database files for hardware and software installation of the DMS-500. Supported database configuration changes with various CLEC wireline customers from NPA splits to the new deployment of the SPM's (spectrum peripheral modules).

Maintained office integrity on the DMS-500 Nortel MSC, Tellabs Titan 5500 and Tellabs Titan 532 DACS. Provided maintenance and installation support for the central office equipment and customer site installations. This involved wiring frames, running cable, isolating hardware issues, installing MADN and IBN lines as well as trunking environments.

Readied new remote NOC environment

Operated with the Alcatel 3/1, and 3/3 DACs, Echo Cancellers, Multiplexers, Monitoring Units, Tellabs Titan 5500, DSC 6600E, and the Nortel DMS250. Experience with PRI, T-1, T-3, Analog, Digital and POTS lines.
Successfully made the DMS250 the number 1 MSC in MCI for clarity of long distance calls.
Wrote the Inter-machine trunk (IMT) testing procedures for MCI.
Brought the MCI Local DMS-100 to the number 2 position within MCI for clarity of calls in the local switching arena.

Maintained Multiplexers (FCC-99, FCC-100), black crypto and data lines from base to base across the island. Worked hand-in-hand with MCI International for satellite and oversea transmissions.