David Smith Email & Phone Number

Lenoir, Nc, Us

North Carolina, United States

Tulsa, Oklahoma, United States

• Responsible for performance metric analysis for Lumen’s End to End Voice organization, and the acquisition & analysis of said data for the monthly KPI executive reports each month.• Helped the Voice Organization increase Customer CCD Met %, decrease overall order life Interval and reduce the standing counts of Past Due orders by helping the teams to refine how past due WIP (work in progress orders) were being managed within the organization. • Worked with Department Manager… Show more • Responsible for performance metric analysis for Lumen’s End to End Voice organization, and the acquisition & analysis of said data for the monthly KPI executive reports each month.• Helped the Voice Organization increase Customer CCD Met %, decrease overall order life Interval and reduce the standing counts of Past Due orders by helping the teams to refine how past due WIP (work in progress orders) were being managed within the organization. • Worked with Department Manager stakeholders in the Voice organization to develop, refine or expand existing employee score cards and tracking methodologies, to enhance the information available which provided better visibility of the contributions of the teams to the company, both as a whole, and at the individual contributor level, which improved performance. • Identified reporting deficiencies such as incomplete or non-functioning reports and worked with IT to repair or resolve them for the organization. • Worked with the management teams to help identify inefficient or poor workflow situations, and pushed for system changes. • Partnered with Finance and IT to create a report that tracked revenue for voice usage as existing reports only showed MRR/MRC or NRC, which positively impacted the Voice organization in the view of the Executive Leadership.• Used Qlik, Tableau and other systems daily for all reporting needs. Show less

Tulsa, Oklahoma Area

• Responsible for provisioning customer voice trunking and carrier circuit service on the Nortel DMS switches and Sonus VOIP switching platforms, for new service, adds or disconnects. • Functioned as Team Lead for the group and acting manager anytime management was out of office.• Responsible for drafting Technical Documentation for the team and various Special Projects that fell outside provisioning norms.• Assisted internal teams to resolve issues or escalations involving pending… Show more • Responsible for provisioning customer voice trunking and carrier circuit service on the Nortel DMS switches and Sonus VOIP switching platforms, for new service, adds or disconnects. • Functioned as Team Lead for the group and acting manager anytime management was out of office.• Responsible for drafting Technical Documentation for the team and various Special Projects that fell outside provisioning norms.• Assisted internal teams to resolve issues or escalations involving pending voice orders. • Responsible for assigning orders to the provisioning team in each workflow system daily, maintaining an even workload, while also still working a portion of the customer order load. • Promoted multiple times to Technician levels 2, 3, and Lead technician during this stint. Show less

Tulsa, Oklahoma, United States

• Responsible for the activation and customer acceptance of new voice services. • Handled New, Add/ Change, Remove and Full disconnect orders• Isolated and resolved circuit issues using remote testing access at the DS0, DS1& DS3 levels on the DMS and 5E switch networks, including transport network ADMs, DACS & MUXs. • Isolated and resolved call processing issues affecting 1+, Toll Free and International Voice Termination.• Provided a direct channel for customer communications to… Show more • Responsible for the activation and customer acceptance of new voice services. • Handled New, Add/ Change, Remove and Full disconnect orders• Isolated and resolved circuit issues using remote testing access at the DS0, DS1& DS3 levels on the DMS and 5E switch networks, including transport network ADMs, DACS & MUXs. • Isolated and resolved call processing issues affecting 1+, Toll Free and International Voice Termination.• Provided a direct channel for customer communications to open Trouble Tickets and provided customers with Trouble Status.• Referred out, dispatched, and coordinated with LECS, ILECS, IXCS, and Field Technicians as needed during install calls or while trouble-shooting issues as they arose. • Escalated with vendors, internal departments and off-net carriers as needed for trouble resolution. Show less

Tulsa, Oklahoma, United States

• Front line manager with 15 direct reports.• Responsible for the Tier 1 maintenance of the Voice Network comprised of Nortel DMS switches, Lucent Plexus VOIP switches, and TEKELEC Eagle Signal Transfer Points (STP) and other associated voice equipment carrying 5+ billion minutes of use per month.• Met or exceeded departmental goals for coaching, training and managing the team members.• Monitored the group’s ACD call queue performance to minimize customer hold times thus ensuring… Show more • Front line manager with 15 direct reports.• Responsible for the Tier 1 maintenance of the Voice Network comprised of Nortel DMS switches, Lucent Plexus VOIP switches, and TEKELEC Eagle Signal Transfer Points (STP) and other associated voice equipment carrying 5+ billion minutes of use per month.• Met or exceeded departmental goals for coaching, training and managing the team members.• Monitored the group’s ACD call queue performance to minimize customer hold times thus ensuring customer satisfaction• Managed internal and customer escalations.• Created & managed team schedules and workload.• Rated the performance of technicians for mid-year and end of year reviews• Compiled metrics covering department performance such as MTTR, Defects per Million, and Network Call Volume for monthly and quarterly business reviews.• Spearheaded process changes which reduced group MTTR & raised overall production within the Voice NOC.• In 2006, group assimilated the customer facing SMC team’s duties for customer 1+, Toll Free and International Voice Termination call processing issues and customer DS0, DS1 and DS3 circuit issues, with a minimal impact to Quality of Service measurement for customers, which completed 1 month ahead of schedule.• Ensured that the voice portion of the QOS metrics for AT&T were met, helping earn Level 3 the 25-million-dollar QOS bonus at EOY 2006. Show less

Tulsa, Oklahoma, United States

• Monitored, maintained, tested and performed troubleshooting on the WilTel DMS 250 Network to include DMS hardware, SS7 link issues and DS0 to OC3 level trunking and carrier problems• Work also included STP, Eastern Research and Lucent Plexus hardware & software support.• Assisted in software upgrades on all supported platforms.• Performed hardware installation and upgrades on the DMS 250 and Tekelec SS7 STP• Became familiar with Circuit Level Testing through network devices… Show more • Monitored, maintained, tested and performed troubleshooting on the WilTel DMS 250 Network to include DMS hardware, SS7 link issues and DS0 to OC3 level trunking and carrier problems• Work also included STP, Eastern Research and Lucent Plexus hardware & software support.• Assisted in software upgrades on all supported platforms.• Performed hardware installation and upgrades on the DMS 250 and Tekelec SS7 STP• Became familiar with Circuit Level Testing through network devices for DS0 – OC3 level circuits. • Escalated with vendors, internal departments and off-net carriers as needed for trouble resolution• Two years as Department Lead/Senior Technician for the department prior to promotion to Supervisor• Responsible for developing many of the daily departmental processes and procedures • Department SME on Traffic Management.• Responsible for the original creation of the OM tracking reports, as well as standardizing the way WilTel calculated Blocked calls and DPM on the Network for company metrics to comply with FCC regulations. • Top rated Technician in the Voice NOC for 3 sequential years prior to promotion to Supervisor.• Worked with equipment such as Telllabs 5500, Cisco 15454, Cisco Sentient ATM FR, and Nortel Optera Show less

Fort Huachuca, Arizona

• Operated and Installed satellite communications equipment for ANGSC-52 & 78 Terminals, including AN/USC 28 crypto equipment.• Installed and tested LAN/WAN network equipment and audio/visual security systems, inside and outside plant fiber• Possessed a Secret security clearance• LAN experience included installing Category 5 cable, Multi-mode and Single mode Fiber, and coaxial cabling, PC hardware configuration/upgrades and installation of software also were performed. • Used… Show more • Operated and Installed satellite communications equipment for ANGSC-52 & 78 Terminals, including AN/USC 28 crypto equipment.• Installed and tested LAN/WAN network equipment and audio/visual security systems, inside and outside plant fiber• Possessed a Secret security clearance• LAN experience included installing Category 5 cable, Multi-mode and Single mode Fiber, and coaxial cabling, PC hardware configuration/upgrades and installation of software also were performed. • Used engineering installation packages, schematics, technical manuals and blueprints while performing installation tasks and modification work orders• Performed quality control techniques daily by implementing precise technical inspection procedures and specific performance tests using test, measurement and diagnostic equipment which included using Multi-meters, oscilloscopes, spectrum analyzers, optical time domain reflectors, category 5 cable test sets, and STM8 continuity testers. Show less

Associate'S Degree, Business Administration And Management, General, 3.0

Activities and Societies: Working towards Bachelor’s in Business Administration

Associate'S Degree, Computer Science, 3.5

Associate'S Degree, Computer Science, 3.2