Summary
Overview
Work History
Education
Skills
References
Certification
Timeline
Generic

William O'Donnell

Cochecton,NY

Summary

Detail-oriented Communications Senior Technician (IBX) with excellent troubleshooting, customer service and analytics skills coupled with more then 20 years of experience in Communications.. Highly effective in complying with safety requirements. Ability to handle multiple projects simultaneously with a high degree of accuracy. Strengths include being an independent, multitasking self-starter with excellent interpersonal skills.

Overview

33
33
years of professional experience
3
3
Certification

Work History

Senior IBX Technician IV

Equinix
04.2014 - Current
  • Installs/tests/modifies cross connects per SOPs and ensures proper cable management of: coax, fiber, twisted pair copper, and intra-building cross connects
  • Reads installation plans (Visio Drawings/Excell Spreadsheets) and implements installation accordingly
  • Enhances equipment performance by conducting regular maintenance and troubleshooting tasks.
  • Collaborates with cross-functional teams to ensure timely completion of complex projects.
  • Develops comprehensive documentation for equipment maintenance procedures, increasing efficiency among technicians.
  • Optimizes system performance through thorough testing, analysis, and adjustments as needed.
  • Actively participates in continuous learning initiatives to stay updated on industry trends and advancements in technology.
  • Completes complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Conducts root cause analyses for recurring technical issues, resulting in long-term solutions that minimized future disruptions.
  • Maintains a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Serves as a reliable point of contact for customers experiencing technical difficulties with their products or systems.
  • Demonstrates adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
  • Cultivates productive working relationships with colleagues from diverse backgrounds, fostering effective teamwork within the organization.
  • Determines work priorities from the Siebel/Jarvis queue and ensures adherence to all commit times
  • Troubleshoots switched / multiplexed / media converted circuits; escalates to, and works with networking group, as needed
  • Works with customers to troubleshoot issues
  • Rack and stack customer equipment
  • Configures diverse paths for both fiber and copper cross connects
  • Maintains detailed written records of all work activity
  • Supports customer satisfaction through timely and precise order execution
  • Qualifications: BERT and SONET test equipment.
  • Performed complex mechanical alignments and equipment calibration to meet quality standards.
  • Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
  • Mentored junior technicians in maintenance, repair and reporting duties.
  • Suggested specialized fixtures, test equipment and procedures for failure analysis.
  • Researched and implemented new technologies and equipment.

Customer Service Technician

Allen Joel Communications
01.2009 - 01.2015
  • Rack and Stack
  • Build and Demos
  • Copper and fiber installations (CAT 5E, CAT 6, riser, security composite, fiber).
  • Streamlined troubleshooting processes for increased efficiency and reduced service times.
  • Enhanced customer experience with personalized assistance and product recommendations.
  • Provided remote support to customers, diagnosing and resolving technical issues effectively.
  • Collaborated with team members to improve internal processes, resulting in faster response times for customer inquiries.

Customer Service Engineer

Netversant
01.1997 - 01.2009
  • Worked with customers, vendors, and staff to produce Network designs
  • Supervised, and provided technical backup, for a team of twelve
  • Installation of Network/TCPIP, security network
  • Structural wiring: copper and fiber, copper bundling and fiber bundling
  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Streamlined troubleshooting processes for increased efficiency and faster problem resolution.
  • Provided top-notch customer support, ensuring timely resolution of complex technical issues.

Field Technician

Drillco/RCN
01.1994 - 01.1997
  • Customer service on site
  • Communications and installation of cable television systems
  • Core drilling, riser pipe system and box installation.
  • Ensured optimal performance of critical systems through routine inspections, adjustments, and repairs as needed.
  • Exceeded client expectations with excellent communication skills, keeping them informed throughout the entire resolution process.
  • Optimized resources by thoroughly evaluating site conditions prior to beginning any installation or repair work.

Technician

Superior Signal Communications
01.1991 - 01.1996
  • Installation and termination of cable television systems
  • Learned core drilling, riser pipe and box installation.
  • Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
  • Reduced downtime for machines through proactive identification and resolution of technical issues.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Collaborated with cross-functional teams to ensure timely completion of complex projects.
  • Developed comprehensive documentation for equipment maintenance procedures, increasing efficiency among technicians.
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Completed job reports and logs immediately following service calls.
  • Performed complex mechanical alignments and equipment calibration to meet quality standards.
  • Tested systems, noting issues and completing preventive maintenance.

Education

High School Diploma -

Chelsea Vocational High School
New York, NY
06.1992

Skills

  • FOA certification
  • System Troubleshooting
  • Equipment Maintenance
  • Component Replacement
  • Equipment Repair
  • Operations Monitoring
  • Customer Service
  • Computer-assisted diagnostics
  • Troubleshooting
  • Staff education and training
  • Design Techniques

References

Furnished upon request.

Certification

FOA Certification

Fluke certification

OSHA certified

Timeline

Senior IBX Technician IV

Equinix
04.2014 - Current

Customer Service Technician

Allen Joel Communications
01.2009 - 01.2015

Customer Service Engineer

Netversant
01.1997 - 01.2009

Field Technician

Drillco/RCN
01.1994 - 01.1997

Technician

Superior Signal Communications
01.1991 - 01.1996

High School Diploma -

Chelsea Vocational High School

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William O'Donnell