Technical Engineer or Technician
Content
PHILLIP THORNE 34 Edgewood Park Drive Parkersburg, West Virginia 26104 (704) 644-2984 [email protected] OBJECTIVE To continue a professional career utilizing my employment experience, education, effective problem solving skills and strong work ethic in the areas of analysis , engineering and technical knowledge. AREAS OF EXPERTISE * * * * * * * * * * * * * * * Network Design/Support Equipment Installation Project Management Site Surveys Equipment Repair Scheduling/Organizing Root Cause Failure Analysis Problem Solving Skills Preventative Maintenance Vendor SLA Management Cost Estimates Inventory Auditing Change Control Customer Service DS-n, OC-n Circuits
PROFESSIONAL EXPERIENCE 2003-2009 AT&T Inc. / BellSouth Inc. Charlotte, North Carolina Operations Service Manager Technical support for large global financial institutions. Responsible for provi ding local and long distance voice and data network support for customer call ce nters and branch offices. Other duties included product development, change cont rol, diversity analysis, problem isolation, billing, vendor management, project management, implementation support, On-net dialing plan management and SLA repor ting. 2001-2003 Summit Dry Cleaners Inc. Denver, North Carolina Vice President Small business owner responsible for overall plant operations. This included emp loyee management, supply chain management, payroll, billing, government complian ce, taxes, quality control and customer service. 1989-2001 WorldCom Inc. / MCI Inc. Charlotte, North Carolina Technical Consultant (2001-2001) Technical Consultant supporting a large global financial institution. Responsibl e for supporting client's internal customers by designing and implementing a wid e variety of network enhanced call routing applications. This support also inclu ded multiple network reporting requirements. Technical Service Manager (1996-2001) Technical support for a large global financial institution. Responsible for prov iding long distance voice and data network support for customer call centers and branch offices. Support included problem isolation, network call center capacit y planning, network reporting, diversity analysis, fraud control, project manage ment, enhanced call routing applications that included but was not limited to th
e integration of customer premise-based Cisco/GeoTel network, Avaya CTI, Aspect ACD and Convergys IVR devices within the WorldCom network.
Technical Specialist III (1990-1996) Supervisor for the technical operations group. Responsibilities included install ation and or maintenance of customer premise equipment and DS-n, OC-n circuits u tilizing various types of test equipment. Also maintenance of remote unmanned po int of presence central office equipment that included channel banks, multiplexe rs, DSX panels, DACS, fiber optic repeaters, HVAC systems, battery/generator mai ntenance and AC/DC power plants. Technical Specialist (1989-1990) Washington, District of Columbia Responsibilities included proper coordination and testing between other terminal s, local central offices, and customer networks for installation and or maintena nce of DS-n circuits that terminated within NT DMS-250 switch, DACS, echo cancel lers and multiplexers. 1986-1989 CAP Industries Inc. Hallandale Beach, Florida Customer Field Engineer Responsibilities included troubleshooting and repairing a variety of financial i nstitution computer hardware systems. EDUCATION Bachelor of Science in Technical Management (2008 Summa Cum Laude) DeVry University Charlotte, North Carolina Associate in Science in Electrical Engineering Technology (1985) West Virginia Institute of Technology Montgomery, West Virginia Diploma in the Electronics Technician Program (1984) DeVry Institute of Technology Columbus, Ohio CERTIFICATIONS/ASSESSMENTS ACT WorkKeys Applied Technology Level 5 (07/2010) ACT WorkKeys Locating Information Level 4 (07/2010) ACT WorkKeys Observation Level 5 (07/2010) Cisco Certified Design Associate - CCDA (2001) ACCOMPLISHMENTS * Conducted training sessions for colleagues and customers providing efficient t rouble assessment, analysis and vendor reporting solutions. * Worked successfully with multiple vendors streamlining SLA deficiencies and do cumentation discrepancies minimizing carrier and customer network impact. * Designed a multitude of enhanced voice routing applications providing customer s with the least amount of intervention and reduced manpower requirements. * Managed a global voice and data network successfully with virtually no managem ent supervision or intervention. * Provided training and mentoring to new hires minimizing learning time to be se lf sufficient in their responsibilities. * Exceeded support requirements and earned MCI's highest award the "Inner Circle
." * Designed and implemented several network diversity and disaster recovery chang es providing customers with network hardening and cost savings. * Exceeded support requirements and earned AT&T's highest award the "Pinnacle Cl ub."
PROFESSIONAL EXPERIENCE 2003-2009 AT&T Inc. / BellSouth Inc. Charlotte, North Carolina Operations Service Manager Technical support for large global financial institutions. Responsible for provi ding local and long distance voice and data network support for customer call ce nters and branch offices. Other duties included product development, change cont rol, diversity analysis, problem isolation, billing, vendor management, project management, implementation support, On-net dialing plan management and SLA repor ting. 2001-2003 Summit Dry Cleaners Inc. Denver, North Carolina Vice President Small business owner responsible for overall plant operations. This included emp loyee management, supply chain management, payroll, billing, government complian ce, taxes, quality control and customer service. 1989-2001 WorldCom Inc. / MCI Inc. Charlotte, North Carolina Technical Consultant (2001-2001) Technical Consultant supporting a large global financial institution. Responsibl e for supporting client's internal customers by designing and implementing a wid e variety of network enhanced call routing applications. This support also inclu ded multiple network reporting requirements. Technical Service Manager (1996-2001) Technical support for a large global financial institution. Responsible for prov iding long distance voice and data network support for customer call centers and branch offices. Support included problem isolation, network call center capacit y planning, network reporting, diversity analysis, fraud control, project manage ment, enhanced call routing applications that included but was not limited to th
e integration of customer premise-based Cisco/GeoTel network, Avaya CTI, Aspect ACD and Convergys IVR devices within the WorldCom network.
Technical Specialist III (1990-1996) Supervisor for the technical operations group. Responsibilities included install ation and or maintenance of customer premise equipment and DS-n, OC-n circuits u tilizing various types of test equipment. Also maintenance of remote unmanned po int of presence central office equipment that included channel banks, multiplexe rs, DSX panels, DACS, fiber optic repeaters, HVAC systems, battery/generator mai ntenance and AC/DC power plants. Technical Specialist (1989-1990) Washington, District of Columbia Responsibilities included proper coordination and testing between other terminal s, local central offices, and customer networks for installation and or maintena nce of DS-n circuits that terminated within NT DMS-250 switch, DACS, echo cancel lers and multiplexers. 1986-1989 CAP Industries Inc. Hallandale Beach, Florida Customer Field Engineer Responsibilities included troubleshooting and repairing a variety of financial i nstitution computer hardware systems. EDUCATION Bachelor of Science in Technical Management (2008 Summa Cum Laude) DeVry University Charlotte, North Carolina Associate in Science in Electrical Engineering Technology (1985) West Virginia Institute of Technology Montgomery, West Virginia Diploma in the Electronics Technician Program (1984) DeVry Institute of Technology Columbus, Ohio CERTIFICATIONS/ASSESSMENTS ACT WorkKeys Applied Technology Level 5 (07/2010) ACT WorkKeys Locating Information Level 4 (07/2010) ACT WorkKeys Observation Level 5 (07/2010) Cisco Certified Design Associate - CCDA (2001) ACCOMPLISHMENTS * Conducted training sessions for colleagues and customers providing efficient t rouble assessment, analysis and vendor reporting solutions. * Worked successfully with multiple vendors streamlining SLA deficiencies and do cumentation discrepancies minimizing carrier and customer network impact. * Designed a multitude of enhanced voice routing applications providing customer s with the least amount of intervention and reduced manpower requirements. * Managed a global voice and data network successfully with virtually no managem ent supervision or intervention. * Provided training and mentoring to new hires minimizing learning time to be se lf sufficient in their responsibilities. * Exceeded support requirements and earned MCI's highest award the "Inner Circle
." * Designed and implemented several network diversity and disaster recovery chang es providing customers with network hardening and cost savings. * Exceeded support requirements and earned AT&T's highest award the "Pinnacle Cl ub."
