Christopher Modene Email & Phone Number

I currently provide customer support on our Digital Loop Carrier, Fiber To The Prem and Voice Gateway platforms as well as their associated GUI management platforms. This includes phone and on site support for equipment troubles. My duties require me to work in the lab reproducing troubles and conducting Failure Analysis Reports while working closely with sustaining engineering to efficiently resolve customer issues. I also work with sales to assist on site with First Office Applications, new deployment and upgrade projects. To assist sales furhter, I chair a customer action item call. I currently oversee the Technical assistance Lab. Recently I completed Kepner-Tregoe (KT) training as well as KT coach training. I am now a certifed and active Kepner-Tregoe coach.

Conducted Network Element Deployment, administration and Tier 2 support for over 3500 network elements, over 60 thousand Hicap circuits and a mixed copper and fiber network backbone with a 24/7 Network Operation Center staff of over 80 technicians. I ensured all technicians were trained on multiple network element graphical user interfaces for troubleshooting network troubles. Chaired meetings with internal workgroups and customers to set reasonable Service Level Agreements. Active member of numerous vendor committees responsible for testing and critiquing new equipment and software release roll outs (FOA) as well as requesting new features that would help the company operate in a more efficient manner. Wrote test plans for new features and regression testing of new software loads as well as performing the testing and assisting the lab with their testing. Advised Senior Management Team and Executives on all transport and NGDLC vendors.

Responsible for provisioning of customer ADSL services, including configuring computers, routers and networks. I was responsible for running new inside wiring, installing new customer demarcations, building terminal installation, Central office and remote provisioning. Repaired ADSL services using advanced troubleshooting techniques and equipment. This included Customer prem equipment and network repairs tracing back to the Central Office.

Coordinated provisioning and maintenance with customers and internal work groups of DS1-OC48 level bandwidth services. Maintained constant surveillance, analyzing alarms, messages and performance reports from network systems in a Network Operations Center, keeping the network up and alarm free.

Responsible for human resources including; new hires, disciplinary actions and promotions. Scheduled 2400 hour work week for over 100 employees. Assisted in negotiating new contracts. I also checked in with customer to ensure that their needs were being met and to minimize any troubles before they become a major issue.

Lead instructor of operation and maintenance course for RF receiver system, developing curriculum for a thirteen week course. Awarded Navy Achievement Medal for developing computer based training course deployed to the fleet. Performed repairs and preventative maintenance to RF receiving systems, periscopes, antennas navigation and radar systems. Tactical operator for classified systems while underway.