Technical Support or Technician

Mary A. Roderick 91 Veterans Rd - Apt 201 Winthrop, Ma 02152 (617) 846-2510 hm (781) 258-4895 cell [email protected] Well versed professional with technical support in Telecommunications encompass ing network, computer hardware / software, customer service, inventory control, warehousing and shipping/receiving. Strength in troubleshooting, multitasking, detail oriented with ability to work under pressure as a team player. Experience Current-2006 Broadview Networks Quincy, MA Technical Support Analyst * Customer service post sales support of Hosted VOIP & PBX, Hardware Solu tions products * Provide customer support & administration of web portal interfaces. * 1st level troubleshooting of phone system and POT's line, including voi ce & internet services. * Issue clear & concise Trouble Tickets as appropriate to Tier 2 Data Rep air. - 2006-2005 Granite Telecommunications Quincy, MA Level II Provisioner * Processed Pots and Centrex Move, Add and Change orders. * Utilized Local Exchange Carriers, SBC, GTE, Verizon-E, Quest, Bell Sout h & Sprint GUI systems to process orders. * Troubleshoot customers request to ensure proper resolution * Communicate directly with customers, sales and customer service departm ents. * Work closely with all internal departments to ensure correct service an d billing. 2005-2004 Keyspan Energy Delivery Waltham, MA Inside Sales Support Associate * Inbound / outbound phone support for sales personnel, contractors and c ustomer. * Input sales leads in database, process and qualified equipment request. * Process check and credit card payments. 2003-1999 RCN South Boston, MA Tech III * Maintained network telecommunication transmission equipment, for cable, telephone and Internet provided services. *. Completed network re-home prior to scheduled deadline. * Conduct network T1, T3, OC-48 circuit installation, test and acceptance with LEC's and assist with resolving trouble issues in conjunction with Central Office and f ield technicians. * Provisioned Cablespan 2300 services and worked on IDLC, Cerent 454, Fuj itsu, CAC Wide Bank 28 multiplexers, Tellabs, Titan 5500 & 532. * Ensured all new implemented TCP/IP software applications functioned on a ll Transmission personal desktop and laptop computers.

1999-1996 MCI WorldCom Hayward, CA Network Information Center Engineer * Performed installation, maintenance and troubleshooting of Network Priva te Line circuits, Frame Relay, Internet, Point to Point, TDS, DDS and International circu its ranging between DS0's, DS1's, DS3's. * Installed, repaired and maintained customer collocated and internal netw ork equipment, Cisco Routers, CSU/DSU's and modems. * Tested network access via WBDXC, NBDXC, 1/0 DXC and GUI interface. * Interfaced extensively with LEC'S and IEC' performing loop acceptance, * Worked on DMS 250 switch, multiplexes, Alcatel 1/0 and 3/1

Education 1995-1993 Heald's Institute of Technology AAS of Electronic & Computer Technology

Hayward, CA

Equipment T-Berd 209, 211, 310 & 2209 Analyzer, 24 channel Vencat, Wiltron 440BT -ACE test sets, IDTS, TREX, ICOMS, XPERCOM, ProComm NEC & Alcatel 1/0, 3/1 Dacs, Tellabs 5500 31, 532 1/0 Dacs, DMS 250 Switch Northern Telecom, NEC, Fujitsu, Collins-Acatel M13's, Central Network Controll er Sunstation NEC SV 21 Remote Site Alarm Monitor IBM 5822, 76xx series modems, Osicoms, Digital Link DL3100, DL3800 MS Word, MS Excel, MS Access