Rusty Latham
De Queen,AR
Summary
Seasoned Telecom Engineer adept at monitoring and maintaining equipment. Specializing in fiber products and acquiring new system knowledge quickly to maximize performance. Over 20 years of voice/data infrastructure engineering.
Overview
29
29
years of professional experience
Work History
Customer Service Technician
Windstream - De
06.2022 - Current
- Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.
- Conducted site surveys to validate customer's infrastructure deliverables.
- Installed and configured new devices and system components.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Director of Operations
NewCom Networks
02.2019 - 10.2021
- Strung cables between structures and lines from poles, towers, or trenches and pulled lines to proper tension
- Set ground anchors and guying systems for utility poles
- Complied with legal regulations and company procedures to achieve high-quality performance in safe working environment
- Analyzed preparation documents to correctly set up installations at job sites
- Measured pole attachments and completed proper fitting and construction according to NESC guidelines
- Inspected and tested lines or cables, recording and analyzing test results to assess transmission characteristics and locate faults or malfunctions
- Spotted NESC violations along proposed routes prior to construction
- Read and interpreted CAD plans, prepared supplies and developed effective plan of action before beginning work
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job
- Organized ongoing maintenance schedules to boost system performance
- Hired and trained new line workers
- Oversaw day-to-day production activities in accordance with business objectives
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity
- Developed systems and procedures to improve operational quality and team efficiency
- Analyzed business operations and implemented strategies to improve operational cohesiveness
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
Engineer
NewCom Networks
09.2016 - 02.2019
- Recommended repair or design modifications of electronics components or systems based on factors such as environment, service or system capabilities.
- Analyzed electronics system requirements, capacity or customer needs to determine project feasibility.
- Oversaw complete life cycle of design, from initial concepts through production support.
- Created and strengthened testing procedures to enhance quality controls.
- Led product testing, failure investigations and corrective action planning.
Central Office Technician
Windstream
01.2016 - 08.2016
- Programmed in telecom switch's such as GTD5, EWSD, 5ESS, DMS100, DMS10,META,CS1500 and DCO
- Offered advice and assistance to customers, paying attention to special needs or wants
- Programmed in Calix-5,Calix-7, Cyan Z-21, Jupiter servers
- Provided consistent service by performing routine maintenance and repairs on circuits, cables and equipment
- Observed safety protocols and security requirements
- Recorded inventory counts of central office equipment
- Responded to service requests during and after business hours
- Coordinated installation of new users and relocations of existing users
- Set up networks and computers for business customers
- Worked flexible hours; night, weekend, and holiday shifts
- Tested fiber optic cables and documented results
- Performed repairs on severed fiber cables to restore to complete functionality.
Customer Service Technician
Windstream
04.2005 - 01.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Recommended products to customers, thoroughly explaining details
- Responded proactively and positively to rapid change
- Delivered prompt service to prioritize customer needs
- Met customer call guidelines for service levels, handle time and productivity
- Maintained up-to-date knowledge of product and service changes
- Installed digital subscriber lines (DSL),modems, and setup drops
- Spliced fiber and copper networks.
Line Assigner
Valor Telecommunications
04.2001 - 02.2005
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Recommended products to customers, thoroughly explaining details
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Investigated and resolved customer inquiries and complaints quickly
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
Emergency Medical Technician
US Army
03.1994 - 04.2001
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care
- Conducted equipment and vehicle checks to maintain continuous and safe operation
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care
- Communicated with patients about pain, comfort and needs during transportation and preliminary medical care
- Restocked ambulance with proper equipment such as vents, ET tubes, medication and IV pump tubing to maintain optimum inventory
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once
- Executed stomach suction, airway management and heart monitoring to treat patients.
Education
Negotiations
CWA
Dallas01.2003
No Degree - Electricity And Telecommunications
Texas A&M Health Science Center College Station
Bryan, TX03.2004
Associate of Science - Nursing
Fort Sam Houston
San Antonio, TX03.1995
Technology
Texarkana Area Vocational Texarkana
Texarkana, AR05.1994
High School Diploma - undefined
Genoa Central High School
Skills
- Cabling Plans
- Cisco Routers and Switches
- Load Generators
- Project Management
- Protocol Analyzers
- Security Standards
- Decision-Making
- Planning and Coordination
- Dependable and Responsible
Timeline
Customer Service Technician
Windstream - De
06.2022 - Current
Director of Operations
NewCom Networks
02.2019 - 10.2021
Engineer
NewCom Networks
09.2016 - 02.2019
Central Office Technician
Windstream
01.2016 - 08.2016
Customer Service Technician
Windstream
04.2005 - 01.2016
Line Assigner
Valor Telecommunications
04.2001 - 02.2005
Emergency Medical Technician
US Army
03.1994 - 04.2001
Negotiations
CWA
No Degree - Electricity And Telecommunications
Texas A&M Health Science Center College Station
Associate of Science - Nursing
Fort Sam Houston
Technology
Texarkana Area Vocational Texarkana
High School Diploma - undefined
Genoa Central High School