Clarence Harrell Email and Phone Number

• Active US Secret clearance• Constructive daily interaction with clients via phone and email including troubleshooting of customer RF and IP equipment, reporting requirements, and notifications• Proactively monitor network, event monitoring; troubleshooting; fault isolation; and diagnostics and repair• Extend technical support to Network Operations Security Center (NOSC) and Engineering staff• Proficiently document all problem reports and NOSC activities within the trouble ticket system• Actively monitor NOSC trouble tickets and perform QC/QA of all interactions, problem reports, network events, and outages• Monitor for and escalate customer chronic and repetitive failures• Successfully collaborate and support all network moves, adds, and changes of customer remote sites• Effectively coordinate with Engineering and Program Management and validate customer requests for Service• Skillfully generate, document, analyze, and report network operating metrics including fault management and performance statistics

• Responsible for all satellite communications on Royal Caribbean cruise ships acting as a liaison between Speedcast and client vessel managers.• Project Manager of various projects for time critical system and network rollouts.• Managed communications on vessels and all issues that may arise in a timely manner.• Managed efficient dispatching of technicians to resolve escalated problem tickets on board and coordinated with Field Services and other departments to ensure minimal downtime.• Responsible for the logistics of proprietary equipment between warehouse and vessels.• Forecasted satellite coverage itinerary planning for upcoming 6 months.• Created and managed analytic reports representing customer/client satisfaction.• Availability reporting for vessel data and voice services.• 24 hour on call point of contact after hours 2 weekends per month.• Provided outstanding professionalism exceeding company requirements.

• Remote field service engineer responsible for the south east region market.• Performed networking installations and repairs on emergency response vehicles and command vehicles for local law enforcement, Fire depts. and various emergency response teams.• Remotely accessed cisco routers and switches and other peripheral equipment needing reconfiguration, updates and troubleshooting.• Assisted in growing the customer base by traveling to client sites to highlight the positives of upgrading equipment.• Self taught and obtained CCENT.

• Field service engineer for the SNAP (2.4m VSAT) system in Afghanistan.• Promptly and efficiently fixed hardware and RF issues and basic to complex troubleshooting of all components.• Replaced Tracstar cards, leveler boards as well as fixed motors for the automated SNAP.• Provided thorough training on the installation and maintenance of the SNAP system to the US soldiers at multiple military bases.• Effectively used spectrum analyzers, inclinometers and multi-meters.• Accurately loaded boot files to modems and updated firmware.• Responsible for RF validating of systems for use in a tactical environment.• Manually "jog" SNAP terminals onto the satellites and assisted in peak and polarization.• Gained thorough knowledge of the perational procedures with Tracstar hand-held controller.• Deep cleaned systems for inspection and transportation in and out of Afghanistan.• Utilized the highest level of security while using DOD CSS computers to operate and assemble the SNAP terminal.• Knowledgeable on IP mapping and sub-netting procedures.

• Provided instructional classes to the Active and Reserve US Army providing coursework on operating and assembling theCSS Very Small Aperture Terminal 1.2 Meter Enhanced (VSAT 1.2M-E) and Combat Service Support AutomatedInformation Systems Interface (CAISI) components in a wartime and garrison environments.• Supported the logistician and the entire military force of the Army to obtain connectivity to the NIPIRNET via Ft.Belvoir/SATCOM.• Coordinated travel arrangements to ensure the success of fielding operations.• Coordinated with POC ensuring classes were completed in an effective and timely manner.• Used DOD CSS computers on a daily basis to operate and assemble the CSS VSAT and CAISI.• Offered exceptional professional customer service and thorough troubleshooting information to the client.

• Provided residential installation and maintenance of the cable, internet connectivity (LAN, WAN environment) and telephony system.• Installed and configured home networking via WLAN and LAN by, but not limited to, home plugs, routers, gateways and Ethernet adapters.• Performed installations of home theater systems, modems, gateway devices, routers, HD services as well as telephony hardware that interface with home security devices.• Successfully received special training for home networking of cable, cat -5 and Ethernet cable and troubleshooting of cable systems and products offered.• Knowledge on Digital/ HD digital converters, EMTA, Wireless Routers/Cards utilizing RG-6 (PPC), RG-11 (PPC), 320 CAT-5 (Shielded and Unshielded).• Created CAT 5-6 cables and RG-6 cables (coax).• Successful in performing tracert, ping, and ipconfig as well as familiarity with msdos.• Provided effective troubleshooting at cus tomer's home inside and outside property.• Excelled in customer interaction ensuring all needs were met in turn being awarded one of the top technicians in Northern Virginia.