Telecommunications Network Support Manager/Project Manager

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PHILLIP THORNE 755 McKendree Road Mooresville, North Carolina 28117 (704) 644-2984 [email protected] OBJECTIVE To continue my career as a Telecommunications Network Support Manager leading an d managing projects in the areas of network design, implementation and support. AREAS OF EXPERTISE * * * * * * * * * * * * * * * Network Design/Support Sonet Ring Technology Project Management Disaster Recovery Collocation Network Diversity Root Cause Analysis DS-n, OC-n Circuits Call Center Analysis Vendor SLA Management Enhanced Call Routing Inventory Auditing Change Management On-Net Dialing Plans Trouble Management

PROFESSIONAL EXPERIENCE 2003-2009 AT&T Inc. / BellSouth Inc. Charlotte, North Carolina Service Executive 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 include product development, change contr ol, diversity analysis, billing, vendor management, project management, implemen tation support, On-net dialing plan management and SLA reporting. 2001-2003 Summit Dry Cleaners Inc. Denver, North Carolina Vice President Small business owner responsible for managing plant operations. Responsibilities included employee management, supply chain management, payroll, billing, govern ment compliance and taxes. Quality control and customer care. 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 clients internal customers by designing and implementing a wide variety of network enhanced call routing applications. This support also includ ed 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 network call center capacity planning, network reporting, diversity analysis, fraud control, enhanced call routing application s that included but was not limited to the integration of customer premise-based Cisco/GeoTel network, Avaya CTI, Aspect ACD and Convergys IVR devices within th e WorldCom network.

Technical Specialist III (1990-1996) Lead technician for Accounts Maintenance Group. Responsibilities included instal lation and or maintenance of customer premise equipment and DS-n, OC-n circuits utilizing various types of test equipment. Also maintenance of remote unmanned p oint of presence central office equipment that included channel banks, multiplex ers, DSX panels, DACS, fiber optic repeaters, HVAC systems, battery/generator ma intenance 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 Master of Business Administration (24 of 48 credit hours completed) Keller Graduate School of Management Charlotte, North Carolina 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 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 MCIs 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&Ts highest award the "Pinnacle Clu b."

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