SirVon Montague
IT Support
Summary
Experienced Telecommunication Technician bringing16 years of proficient experience in the transmission and reception for voice, data, and video signals using a variety of telecommunication equipment, software, and platforms; involving installing, operating, diagnosing, and resolving telecom issues. Firm understanding of standards, protocols, and regulations that govern telecommunication services. Detail-oriented team player with strong management skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Telecommunications Lead
DCSA
Odenton, MD
06.2020 - Current
- Familiar with the standards, protocols, and regulations that govern telecommunication services such as TCP/IP, VoIP, GSM, LTE and FCC.
- Serves as the government mobile device lead charged with managing contracted technicians; assigning and prioritizing tasks within the agency ticketing system; developing standards operating processes and training; monitoring progress of managed service requests; and providing performance metrics of contracted technicians to senior managers.
- Responsible for maintaining equipment lifecycle for devices consisting of mobile and enterprise wireless LAN equipment; ensuring devices are aligned with industry standard and capable of receiving the latest software update.
- Manage the cyclic reconciliation of mobile device and service management platforms such as ServiceNow, Mobile Iron Core (MDM), ATT Premier & BRUIN (mobile service provider portal), and DPAS (property management system) to ensure that mobile services were sustained and corresponding equipment available.
- Communicate frequently with major wireless vendors to sustain agency services; analyzing usage and billing reports to ensure contract and service level agreements are met.
- Monitoring over 3500 active mobile device lines of service as the account manager of major communication service providers; business service support monitoring and manipulation to support mission requirements.
- Provides detailed analysis and recommendations to leadership on current telecom trends and innovations as they relate to the support and advancement of the agency mission.
- Prepare comprehensive documentation to support the procurement of telecommunication services; outlining the requirements to ensure agency needs are served.
- Provide on-site, end-user technical support and maintenance (hardware and software) for VoIP desktop systems and related Call Manager peripheral devices.
- Ensured customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance.
- Developed training materials and informal training sessions to train Agency employees on using mobile and VoIP devices and applications.
- Serves as the onsite VoIP and mobile phone technician resolving tier I service level issues drastically decreasing downtime for VIP's and senior management.
- Analyze billing statements and service data reports for discrepancies in deliverables and billed services.
Wireless Program Manager
National Background Investigations Bureau
Fort Meade, MD
02.2009 - 06.2020
- Managed a team of 5 personnel in providing telecommunication request management and maintenance service to 190 outlined facility staff, in the procurement and replacement of telecommunication for both analog and wireless/cellular communication devices per Service Level Agreements (SLA) guidelines.
- Supervise and maintain the request process for Government Emergency Telecommunication System (GETS) as well as the Wireless Priority Service (WPS) designed to maintain communication operations during Federal Emergencies.
- Responsible for the accountability and maintenance of a controlled inventory consisting of multiple wireless communication devices and peripherals.
- Instrumental in the creation, implementation, evaluation, and updating of program policy, guidelines, and procedures.
- Interaction with local and regional stakeholders on advised communication solutions.
- Prepare and update material and finance management databases that provide critical in local reporting, decision-making and accountability process.
Education
Bachelor of Science - Business Administration, Management And Operations
University of Phoenix
Tempe, AZ 01.2003 - 11.2007
Skills
Telecommunication devices and platforms
Procurement and Contract Management
Incident Management
Customer Support
Project Management
Conflict Resolution
Asset Management
Budget Formulation
Microsoft Office
Clearance Level
Top Secret (TS)
Professional Training
- Defense Property Accountability System (DPAS), 2021
- Foundation of Leadership (FOL) (36hrs), 2023
- ComTia Network+ (40hrs), 2023
- ComTia Security+ (40hrs), 2023
- Administering Collaboration Environments (CLACE) v1.0 (40hrs), 2023
- Contract Officer Representative (COR) (46hrs), 2023
Timeline
Telecommunications Lead
DCSA
06.2020 - Current
Wireless Program Manager
National Background Investigations Bureau
02.2009 - 06.2020
Bachelor of Science - Business Administration, Management And Operations
University of Phoenix
01.2003 - 11.2007