Dwayne Morris Email & Phone Number

Fort Worth, Tx, Us

● Serve as a subject matter expert on Cisco's ASR 5500 and StarOS platforms, providing in-depth technical guidance and solutions for mobile packet core networks.● Lead high-priority escalations involving complex issues with GPRS Tunneling Protocol (GTP), Mobility Management Entity (MME), Serving Gateway (SGW), and Packet Data Network Gateway (PGW) functionalities in 4G LTE networks.● Conduct detailed packet capture analysis using Wireshark and TShark to diagnose network performance bottlenecks and troubleshoot end-to-end issues within customer environments.● Perform deep-dive troubleshooting for Diameter, SCTP, and IPsec protocols to resolve signaling and security issues across customer networks.● Utilize knowledge of network function virtualization (NFV) and VMware platforms to recreate and simulate complex customer issues, offering real-world testing and validation of potential solutions.● Collaborate closely with Cisco’s global customers to perform detailed root cause analysis (RCA) on service disruptions, ensuring effective communication with stakeholders and timely issue resolution.● Integrate with mobile network teams to provide tailored solutions for Evolved Packet Core (EPC) networks, addressing QoS, mobility, and session management concerns.● Provide expert training sessions on ASR 5500 configuration, troubleshooting, and network optimization to internal teams and global support engineers.● Develop automation scripts in Python to streamline network monitoring and fault isolation processes, increasing the efficiency of troubleshooting workflows.

● Supported the deployment, configuration, and troubleshooting of the Cisco ASR 5K platform within 4G LTE networks, ensuring seamless communication between mobile core components.● Worked extensively with protocols such as GTP-C, GTP-U, and GRE to resolve issues affecting mobility and session continuity across customer networks.● Implemented solutions for network challenges related to roaming, handover procedures, and congestion management in mobile networks.● Utilized Cisco’s StarOS to configure system-wide changes, optimize packet forwarding, and resolve issues within various network nodes such as MME, SGW, and PGW.● Collaborated with Cisco development teams to identify software bugs and drive enhancements in upcoming software releases, improving platform stability and performance for enterprise clients.● Assisted troubleshooting workflows leveraging Cisco’s Unified Computing System (UCS) to virtualize customer network environments for faster issue replication and resolution.● Delivered advanced technical training on LTE/4G core network components, enabling team members to better understand and resolve customer issues with minimal downtime.

• Performs triage, fault isolation, and redemption of network events• Work with external and internal Verizon organizations coordinating and troubleshooting networkevents• Provide timely and accurate network technical assistance to external teams by communicating toexecutive management during network events and outages• Apply technical and analytical skills to support the daily objectives and provide efficient resolutions• Use knowledge and tools to locate network events and make sure the network across the country isworking at high availability• Create and resolve trouble tickets and document all information• Communicate verbally or written daily with team, co-workers, internal, and external partners to keeppartnerships, keep everyone updated on events, and providing motivation

● Works directly with leadership, peers, and/ or representatives to resolve various situations ● Resourceful in identifying and resolving customer concerns using remote peers, online resources, training materials, and other available tools and proactive in resolving any obstacles with home office technology (i.e., internet service provider)● Time management – Demonstrates flexibility and proactively contacts leadership if schedule changes are needed● Efficiently and effectively manages self, time and resources.● Manages remote work environment within company guidelines to protect and secure company/customer information● Ability to troubleshoot home equipment and network connections●Provided information for coach back opportunities to prevent similar tickets from being created in the future. Weekly trending is sent to our operations team to continue to improve the processes in place for creating and submitting tickets.●Provide specific feedback to improve overall efficiencies for our front line reps when assisting customers. Responsible for creating a one page reference guide to send to the teams to highlight areas of improvement based off of the trends identified.●Works directly with leadership, peers, and analyst to resolve various situations and create best practices to improve overall performance

● Point of Contact for technical support for teams in the NC center, provides knowledge, training, and support to solve any situation● Responsible for increasing the technical knowledge and awareness of the entire care organization● Collect, validate, and disseminate key information that allows me to coordinate efforts resulting in the efficient resolution of real time customer impacting issues ● Demonstrates the advanced troubleshooting skills necessary to resolve the full scope of customer issues including both advanced technical and customer service inquiries ● I provided training, coaching & counseling employees; assist managing the performance of the team, including setting objectives & created performance and development plans.

● Provide insight to customers that need assistance ● Customer satisfaction in resolving customer issues about billing, products, services ● Take escalations to display leadership skills & utilize out of the box strategies to prevent churn ● Use multiple online resources/computer systems, and integrate information to solve customers’ problems

Maryland

● Led a high-performing sales team, consistently exceeding monthly sales quotas and driving revenue growth across the Maryland region.● Developed and delivered training programs to enhance the knowledge and skills of both new and existing sales consultants, resulting in increased performance and customer engagement.● Provided remote support and performance analysis to sales representatives, leveraging data-driven insights to optimize individual and team productivity.● Managed escalated customer concerns, resolving issues promptly to ensure customer satisfaction and retention.● Strategically planned weekly and monthly staffing levels to ensure optimal team coverage and efficient resource allocation.● Collaborated with employees and vendors to address and resolve operational concerns, improving overall business performance and maintaining strong business relationships.

Baltimore, Maryland Area

● Reinstalled OS, configure profiles, and fixed laptops and desktops● Collect payments and managed financial consumer accounts ● Negotiated prices and payment arrangements with customers accounts. ● Provided training new hires Verify and address accordingly all business concerns with employee, vendors and Aaron customers

Baltimore, Maryland Area

● Product Marketing for items produced by Sony, Sharp, LG, Samsung, MacAfee ● Train salesman and managers on new and existing product ● Maintain adequate quantities of supplies in all stores ● Handled management request on installation of purchased equipment and /or products ● Installs and/or set-up products or equipment purchased by consumers

Baltimore, Maryland Area

● Provide information about products and services offered by Comcast Sell cable, internet, telephone services and bundle packages ● Respond to and address customer complaints and dispatch to appropriate departments Help set up in home routers to customers via the phone● Assist and trouble shoot consumer via phone with products and services purchased from ● Comcast Filled in for supervisors and representatives in locations were staffing needs ● Record details of customer contacts and actions taken Research answers or solutions as needed

● Product Marketing for items produced by Sony, Sharp, LG, Samsung, MacAfee ● Train salesman and managers on new and existing product ● Maintain adequate quantities of supplies in all stores ● Handled management request on installation of purchased equipment and /or products ● Installs and/or set-up products or equipment purchased by consumers

Baltimore, Maryland Area

● Informed consumer of new products and services offered by Verizon and Direct T.V. ● Respond to and address customer complaints and dispatch to appropriate departments ● Served as a customer service rep to trouble shoot landline phones. Dispatch technicians, troubleshoot copper lines/telephones