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.
• Worked with Department Manager… Show more
• 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.
• 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.

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
• 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.

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
• Provided a direct channel for customer communications to open Trouble Tickets and provided customers with Trouble Status.

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+.
• 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
• Monitored the group’s ACD call queue performance to minimize customer hold times thus ensuring customer satisfaction
• Managed internal and customer escalations.

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
• Became familiar with Circuit Level Testing through network devices for DS0 – OC3 level circuits.

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
• Used engineering installation packages, schematics, technical manuals and blueprints while performing installation tasks and modification work orders

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