Pierre A. P. Laurent
Washington,DC
Summary
To succeed in an environment of growth and excellence and earn a job which provides job Satisfaction and self-development and help achieve personal as well as organization goals.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Telecommunications Specialist
DC Metropolitan Police
01.2017 - Current
- Experienced administrating, provisioning, and deploying mobile devices and solutions with a MDM solution.
- Conducted Axon BWC training to over 100 recruit officers and served as an instructor.
- Processed all requests for adds, moves, and changes required in support of the HQ telecommunications system and the maintenance of the supporting documentation for all service requests
- Performed testing and analysis of satellite systems with vendor Comlabs after installation.
- Coordinated with cable vendor installations and installed Cisco and Avaya desk phones.
- Provisioned Samsung/Apple mobile devices, MIFI.
- Troubleshoot equipment for proper operations and resolve customer complaints.
- Ordered equipment and supplies; conduct inventory of cellular phones and telecommunication devices.
- Developed handout on the operation of telecommunication device, and to provide customer assistance on the operation of software applications
- Administered and supported Officer Android eCitation and Dragon Anywhere Mobile and Shot Spotter Applications.
- Administered and maintained the MDM Air Watch Installation and configuration.
Telecom Analyst
Time Warner Cable/Charter
06.2014 - 01.2017
- Served as primary contact for coordinating and tracking requests of Ethernet (EPL, EVPL, DIAs and VLANs circuits
- Collaborated with Sales Engineers to manage and maintain NNI Interconnection Management and capacity list
- Worked with Stakeholders, TWC markets on validating circuits and colocation sites, tracked all installs, disconnects and update Share-point and Sales Force
- Coordinated with Type II vendors and carriers to review budget and price quotes
- Reviewed RFQs, negotiated monthly cost, reviewed site surveys and construction LEC builds to meet TWC requirements
Project Coordinator (Contractor)
CenturyLink Technology
01.2014 - 04.2014
- Assisted the PM in the deployment and installation of new routers
- Coordinated and scheduled installations 250 router upgrades with field technicians and internal teams
- Tracked and managed project deliverable in SharePoint and utilizing company-standard provisioning
- Provided weekly status to the PM and senior management to meet SLA
Sr. Analyst Program Management
Verizon
02.2009 - 07.2013
- Responsible for the quoting, ordering, project coordination and schedule of DOI Networx, WITS T-1, T-3, and OC-3, ISDN, and VSAT orders
- Scheduled installs, moves and disconnects and also wrote the technical work details for site installs, moves and disconnects
- Supported Sales team, Project Manager, Engineering, field technicians, dispatchers, utilized provisioning tools such as Netpro, F&E, TCOM, MECCA, eASR and CAMEO to track order statuses
- Monitored and updated order status via various applications and SharePoint
NOC Technician
Verizon
12.2005 - 12.2008
- Responsible for incident management and monitoring of the CONUS and OCONUS network in order to identify potential problems, and performed appropriate corrective measures
- Perform initial IP troubleshooting, problem analysis and isolation of network and system events
- Tested analog, data circuits, and isolate problems on the path, errors, and routing issues and worked with various carriers and vendors to restore services
- Utilized ETMS, MASTARS, ITS, HP Openview
- Utilized UNIX commands, diagnosed network problems using common tools like trace-route and pings
- Experience with working with Juniper and Cisco
Technical Support
Primus Telecommunications
04.2004 - 12.2005
- Provided technical support via phone, e-mail for all the VOIP Lingo services
- Configured Vega-streams, Polycom, Audio-codes, Avaya PBX and other Cisco IP phones Video Teleconferencing and familiar with QOS, soft switches and applications (Broadsoft)
- Tested in-stock hardware to determine functional status prior to shipping
- Analyzed and repaired SIP connectivity issues, upgraded firmware
- Provided escalation during bugs and other high-level break-fix issues to Tier III
IT Specialist
District of Columbia Public School CO
04.2002 - 04.2004
- Answered the support Help Desk line from Headquarters to support the DC local schools regarding IT problems
- Created and tracked Remedy trouble tickets, managed user accounts in Active Directory, created email accounts and reset passwords
- Provided customer support in installing, troubleshooting and using approved standard workstation configurations, software applications, and hardware (desktops, laptops and printers and mobile devices
- Provided technical operations, and training support to users either by telephone or on-site relative to desktop hardware and software packages
NOC Technician
Net2000 Communications
04.2001 - 12.2001
- Opened trouble tickets for various customers, answering incoming telephone calls, responding to network alarms
- Served as escalation point of contact for Off-net services
- Proactively identified, communicated and resolved service affecting issues
- Referred Off-net customer issues out to appropriate carriers and vendors
Network Maintenance Technician
E-spire/X-Spedius Communications
05.2000 - 04.2001
- Opened trouble tickets and troubleshoot initial T1 outages
- Ping and ran trace routes on Alcatel
- Interacted with Vendors, Field Technicians and other CLECs
- Provided results to the second level and third level techs
- Isolate trouble and refer to Tier 2 and 3 level Technicians
Sr. Technical Support Rep
Verizon Wireless
12.1998 - 05.2000
- Responded to the 800 ACD line regarding wireless equipment issues
- Programmed RF authentication code in switch for each mobile device and reset Voicemail
- Assisted customers with the programming and configuration Motorola, Nokia, Qualcomm and Ericsson cellular devices
Customer Service Specialist
Verizon Wireless
02.1996 - 12.1998
- Answered toll free calls, resolved challenging customer issues including device-related troubleshooting (device programming and configuration, billing, service inquiries and more
- Assisted the call center manager with back up coverage, scheduling and call reports
- Supported the shift manager with the ACD call routing during peak calls
Customer Support Rep
AOL
02.1995 - 12.1995
- Responded to customers billing and other technical issues via email
- Reviewed billing statements with customers and computes costs associated with the statement in order to resolve discrepancies and to answer questions
- Adjusted customer billing statements on the computerized billing system when a service-related problem has occurred
Education
Strayer University
Washington, DC01.2016
George Washington University
Washington, DC01.1999
Maryland Drafting Institute
Hyattsville, MD01.1992
Skills
- Network Troubleshooting
- Project Management
- Wireless Support
- Customer Service
- Provisioning
- Mobile Device Management
Certification
- 2021, Security + Certified
- 2015, CCNA Certified
- 1998, A+ Certified
Timeline
Telecommunications Specialist
DC Metropolitan Police
01.2017 - Current
Telecom Analyst
Time Warner Cable/Charter
06.2014 - 01.2017
Project Coordinator (Contractor)
CenturyLink Technology
01.2014 - 04.2014
Sr. Analyst Program Management
Verizon
02.2009 - 07.2013
NOC Technician
Verizon
12.2005 - 12.2008
Technical Support
Primus Telecommunications
04.2004 - 12.2005
IT Specialist
District of Columbia Public School CO
04.2002 - 04.2004
NOC Technician
Net2000 Communications
04.2001 - 12.2001
Network Maintenance Technician
E-spire/X-Spedius Communications
05.2000 - 04.2001
Sr. Technical Support Rep
Verizon Wireless
12.1998 - 05.2000
Customer Service Specialist
Verizon Wireless
02.1996 - 12.1998
Customer Support Rep
AOL
02.1995 - 12.1995
George Washington University
Maryland Drafting Institute
Strayer University
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