Leveraged technical expertise to provide a range of services and engineering solutions revolving around multiple modes of communication and information transfer including wireless telephony services, internet, and broadband technologies.•Responded to Tier II escalations; supported, maintained, and installed VOIP/TDM communication systems, equipment, software, and processes necessary for voice connectivity and communication services.•Troubleshot, provisioned, and installed carrier access networks.•Analyzed network traffic, carried out feasibility exercises, and determined connectivity.•Established environments to test, replicate, and isolate software bugs reported by customers; conducted on-site testing as needed to resolve complex issues.•Performed large-scale move/add/change projects as well as implementing large-scale system projects.•Prepared and maintained detailed, technical and operational documentation.•Drafted procedures to be used by telecom engineers during future occurrences.•Served as intermediary between highly technical end users and internal design engineering and product management; directed vendors during installation and repair work. •Provided post-sales support; conducted readiness testing for internal business preparedness and external business partner voice connections. •Collaborated with end-users, business partners, and IT management to provide accurate, up-to-date documentation of supported systems and activities required in the event of a disaster. •Worked with Training department to develop on-line material for technical classes including training documentation; conducted training classes that were recorded for on-line use. •Mentored new hires in applicable technologies.•Provided technical project management for the network-wide implementation of GR-303 for the Company’s largest customer.•Partnered with sales and product management on the successful restoration of East Coast telecommunications after major hurricane event.

Installed, configured, and troubleshot Carrier Network Equipment (OC48, OC3, M13, and T1 multiplexers; GR-303 concentrators; DSO-level DAX; HDSL) consisting of more complex hardware carrying large amounts of bandwidth affecting a greater number of customers. • Provided hardware, software, installation services, first-class customer service, and after-sale support, including occasional field support for complex issues that required hands-on assistance, to a range of customer accounts.• Performed regularly scheduled preventative maintenance on assigned communication systems; reviewed voice communication system diagnostic logs and initiated corrections of noted problems as a method of preventative maintenance through diagnostics and troubleshooting.Selected Accomplishments/Primary Projects:• Record of effectively prioritizing and executing tasks in a high-pressure environment.• Designed and built test laboratory for technical use for simulated troubleshooting of customer issues.