As a Tier 2 Technical Service Manager for the Networking VoIP Support Team, I provide senior level expertise and deep technical knowledge as a subject matter expert on AT&T Networking VoIP technologies and platforms.Responsible for the overall reliability and operations of AT&Ts VoIP, Optical, IP Core, and Mobility VoLTE networks. Performs both fault and lifecycle management to deliver platform technical support on a 24X7 basis to include triage, investigation and remediation of acute and chronic issues that span multiple VoIP platforms and technology environments.As a Technical Support Manager, troubleshoots network platform issues including alarm and KPI monitoring (proactive and reactive); investigation/diagnose network issues, to mitigate/remediate complex technology fault conditions that span multiple production platforms and environments; implement restoration of service; and may involve the implementation of vendor/IT fixes or design changes. Solves Tier 2 issues independently and works with additional support teams and vendors as needed. Proactively monitor and maintain system configurations to achieve designed performance and reliability levels using key performance indicators (KPIs). Partners with Labs, product development, and engineering teams to create process documentation, methods, procedures, and guidelines for network planning, capacity management and use/test cases during new technology instantiation. Participates in collaboration sessions with vendors on product capabilities and improvements. Reviews and interprets technical documentation and vendor specs for inclusion/adaptation into database templates. Interacts with customers to outline or recommend technical solutions for their business or explaining root cause of a network event. Collaborates with upstream and downstream partners to design and implement custom solutions for internal and external customers and conduct change management procedures.

As a lead member of the VoIP TRC Fault Management Team, responsible for BVoIP, GVoIP, and MVoIP fault management, and is responsible for providing 24x7 network operations fault management support for AT&T’s VoIP Networks. Networks supported include Business VoIP, Global VoIP, Mobility VoIP and AT&T Collaborate VoIP Cloud Based Solutions. Responsibilities include, but are not limited to, remote monitoring, troubleshooting, and maintenance of UNIX operating systems, VoIP Broadworks Applications, SoftSwitch Applications and IP networking to maintain 99.9+% uptime in an active production environment.•Performs call traces for calls using tools including Iris, Wireshark, and Q Trace to troubleshoot SIP issues and maintain 100% network reliability.•Performs remote maintenance and provisioning on T1 and T3 facilities over SS7 and PRI trunk groups for SIP trunking over the VoIP platform on Sonus backbone equipment.•Responsible for requirements testing, planning and implementation of new software, hardware and applications relative to new product delivery, systems architecture, process enhancements, for network infrastructure.•Provides tech solutions, project management for provisioning, assurance, number admin, inventory, and local number portability apps, processes and practices. •Assists in coordination, evaluation, and partners with tech vendors, outside consultants and internal resources.• Part of a 24X7 staff delivering network fault management support, demonstrating timely troubleshooting and leadership required to recover from the most complex network problems. Identification of root cause, resolution, work arounds, testing and implementation of vendor/IT fixes or design changes.• Capable of using Advanced Unix skills via command line, with strong DNS/DHCP troubleshooting and provisioning experience troubleshooting complex UNIX servers, Juniper routers, Solaris, HP, and related applications for IP networking troubles within an operations environment.

The VoIP TRC Fault Management Team is responsible for BVoIP, GVoIP, and MVoIP fault management, and is responsible for providing 24x7 network operations fault management support for AT&T’s VoIP Networks. Networks supported include Business VoIP, Global VoIP, Mobility VoIP and AT&T Collaborate VoIP Cloud Based Solutions. Responsibilities include, but are not limited to, remote monitoring, troubleshooting, and maintenance of UNIX operating systems, VoIP Applications, SoftSwitch Applications and IP networking to maintain 99.9+% uptime in an active production environment.•Performs call traces for calls using tools including Iris, Wireshark, and Q Trace to troubleshoot SIP issues and maintain 100% network reliability.•Performs remote maintenance and provisioning on T1 and T3 as well as SS7 trunk groups for SIP trunking over the VoIP platform on Sonus backbone equipment.•Responsible for requirements, testing, planning and implementation of new software, hardware and applications relative to new product delivery, systems architecture, process enhancements, infrastructure and security•Provides tech solutions and project management for provisioning, assurance, number admin, inventory, address qualification, and local number portability apps, processes and practices. •Assists in coordination, evaluation and partnership with tech vendors, outside consultants and internal resources.• Part of a 24X7 staff delivering network fault management support, demonstrating timely troubleshooting and leadership required to recover from the most complex network problems. Identification of root cause, resolution, work arounds, testing and implementation of vendor/IT fixes or design changes.• Capable of using Advanced Unix skills via command line, with strong DNS/DHCP troubleshooting and provisioning experience troubleshooting complex UNIX servers, Juniper routers, Solaris, HP, and related applications for IP networking troubles within an operations environment.

Performed troubleshooting and surveillance of core AT&T backbone networks, including ADSL lines from customer premise to the ISP network, LAN and WAN issues, analog and digital circuits, RedBack, Juniper, SE800 routers, VoIP issues, ATM and IP networks, RLAN, POTS, and ADSL circuits, and PC hardware and software configuration issues.• Performed operator level troubleshooting on all components/assets associated with network management systems on Optical Transport, ATM and IP networks. • Performed proactive monitoring of network element alarms and alerts along with fault isolation and diagnostic assessment functions to include determination and execution of corrective actions on a real time basis, with root cause analysis. Repairing and documenting actions in logs and records associated with reported problems.• Interfaced with functional users as well as remote operations centers in both routine and reactive monitoring situations while coordinating vendor dispatch and repair operations on failing equipment.• Analyzed a variety of network performance issues through HP OpenView and other UNIX and GUI based applications. • Responsible for the activation, troubleshooting and restoration of various types of circuits, to include components comprising support of: Optical Carrier, ATM, IP, Frame Relay and DSL circuits.• Managed data, imagery, and associated links to numerous computing platforms, operating systems, and network topologies across a Global environment within all layers of the OSI model.• Created statistical reports and graphs for multiple customers that defined project(s) success.• Implemented team directives providing in-region support for Edward Jones RLAN circuits totaling $250 million dollars over the 4 year contract, interfaced with Edward Jones account managers as well as remote operations centers in both routine and reactive monitoring situations while coordinating vendor dispatch and repair operations that maintained unparalleled support.

Ensured quality standard of work was met in the installation of fiber plant for Charter Communications VoIP telephony network.• Maintained/repaired and tested copper cable and/or fiber optic cable in an underground, aerial, or buried environment.• Responsible for troubleshooting problems requiring cable repair, cable maintenance, air pressure, splicing, faultfinding, etc. • Made splicing rearrangements on existing facilities in buried, underground, aerial and building work locations. • Handled difficult customer service issues related to service/installation problems (i.e., OTP/VIP calls) and acted as the liaison between the contractor, customer and Charter Communications.• Documented the quality of all workmanship, ensured any necessary corrective measures were completed and reported information or further action needed to supervisor/manager.• Performed continuity and/or conformance testing on fiber/copper plant, including telecom color-coded wires and cables. • Performed all work as necessary to conform to quality control guidelines (includes compliance with requirements outlined in applicable regulations (such as OSHA, FCC, and NEC, etc.) and in accordance with company policies and procedures.

Operated CNC machinery producing various custom parts for contracts with Boeing, Airbus, and others in the aerospace industry.• Created a wide variety of aircraft parts utilizing computer numerically controlled (CNC) machine technology and conventional machines. Read blueprints, performed measurements with precision instruments i.e. (micrometers, calipers, and gauges)• Produced machined parts by programming, setting up, and operating a computer numerical control (CNC) machine; while maintaining very precise quality and safety standards• Machined production aircraft parts by studying work orders, blueprints, engineering plans, materials, specifications, orthographic drawings, reference planes, locations of surfaces, and machining parameters; interpreting geometric dimensions and observing strict tolerances.• Responsible for loading feed mechanisms by lifting stock into position, programmed mills and lathes by entering instructions, including zero and reference points; setting tool registers, offsets, compensation and conditional switches.

Installed, inspected, maintained, troubleshoots, repaired, and modified electrical distribution systems and components above and below 600 volts, and complied with environmental and safety regulations and practices.• Knowledgeable in the principles of electricity and electronics, including computation and measurement of common properties (resistance, inductance, capacitance, voltage, and current), transformers and regulator operations and connection; grounding and lightning protection systems; working on high and low voltage energized lines; applications of safety requirements related to installation and maintenance of electrical distribution systems; rescue and resuscitation of electrical shock victims; and environmental regulations. • Installed, maintained, and repaired energized and de-energized electrical distribution systems and components. Installed, maintained, and repaired exterior, overhead, underground electrical power distribution systems and components such as capacitor banks, vacuum and air break switches, breakers, transformers, and fuses.• Climbed utility poles and operates special purpose vehicles and equipment, including line maintenance and high reach trucks to inspect, maintain, and repair overhead distribution systems.• Inspected, tested, and serviced overhead line conductors and direct buried cables, and those in underground ducts and conduits.• Maintained proficiency in cardiopulmonary resuscitation, first aid, pole top, aerial lift, and manhole rescue. Complied with all safety and environmental regulations and practices. • Performed planning activities and facility surveys. Surveys proposed work to determine resource requirements. Prepared cost estimates for in-service work. Applied engineered performance standards to plan and estimate jobs. Coordinated plans and other activities.

Managed, performed, and scheduled inspections, maintenance, and adjustments of assigned aircrew flight equipment (AFE), aircrew chemical defense equipment (ACDE), associated supplies, and inventories assets.• Developed, conducted and supervised Air Force SERE (SURVIVAL, EVASION, RESISTANCE, AND ESCAPE) programs for yearly aircrew re-certification.• Conducted and supervised training under conditions closely approximating actual SERE episodes in all terrains, climates, environments and scenarios, in all global environmental conditions, combat situations, and captivity.• Determined training schedules according to course control documents, directives, policies, and instructional principles. Ensured student safety. Conducted classroom, laboratory, and operational training. Used lecture, demonstration and performance, guided discussion, and time and circumstance instructional methodology.• Instructed and performed static line, military free fall, and emergency parachuting techniques. Conducted test parachuting operations including SERE related survival and life support equipment, personnel parachutes, and aircraft jump platform re-certification. Demonstrated emergency egress procedures for all aircrew members.• Personally developed and implemented new training schedules and course control documents, directives, policies, and instructional principles for 911th Air Refueling Squadron at Grand Forks Air Force Base North Dakota for the Aircrew Life Support team that ensured student safety while closely approximating actual SERE episodes.• Instrumental in the reconfiguration of 12 newly assigned KC-135 aircraft resulting in the timely compliance of Air Mobility Command Command operational configuration stanards.• While deployed to Riyadh, Saudi Arabia in support of Operation Southern Watch, successfully tracked and found an inadvertently activated emergency locator beacon which had stopped all ground and air activity in region.