James Wuich Email & Phone Number

Denver, Colorado, United States

Denver, Colorado

Conceptualized, tested, and installed Nodal Services, sharpening processes for the 4ESS Keep Alive and De-Toll programs. Leveraged deep knowledge of Nodal Rehome process and/or provisioning activities in support of timely facility re-terms and completions. Championed technical solutions for functions related to Nodal Rehome provisioning processes.* Teamed with technology vendors, external consultants, and internal dotted line resources as required.* Expedited timely restoration of highly complicated network problems through skilled diagnosis of root cause, workarounds, testing, and implementation of Nodal services.* Executed projects as assigned, directly working with customer facing entities to produce business cases. Devised business/technical requirements and generated in-depth plans/schedules. Directed cross-functional teams on specified issues.

Cincinnati, Ohio

Outlined and conveyed the individual expectations of customers, sales staff, and the supporting Work Centers to all organizations supplying service to the client. Engineered accurate completion of all requested network services in collaboration with business operations and billing environments.* Fulfilled customer performance goals in adherence to service level agreements. Spearheaded projects, assisting with support escalation and expedited resolutions.* Conducted work in progress (WIP) reviews on complex data and projects, order status and tracking, relationship management, centers of excellence (COE) partnership management.Adhered to the contracted requirements of GE SLAs, embracing the overall corporate goal to synchronize strategies and sharpen customer satisfaction. Generated proactive tickets in Kintana, closely tracking AT&T and GE Global Infrastructure Services levels, Level 1 GIS router access, and the partnership between GE GIS and AT&T. Directed such staff as the Customer Support Manager in the resolution of customer escalations, additionally delivering Tier II operational support for customer service maintenance and technical support in the Local Access Provider (LAP) environment.* Updated customers on issue resolution, additionally producing progress and trend analysis reports, detailing post mortems, and collaborating with teams to initiate proactive solutions to prevent recurring problems.* Maximized deep technical acumen, comprehension of network topology, and hands-on familiarity with systems required to support vital maintenance functions.

Chicago, Illinois

Maintained customer virtual private networks through delivery of such services as nodal voice comprised of Megacom, Meg8 and Software Defined Network, analog voice and data, Frame Relay and ATM, and Voice over IP. Proactively tracked customer T1’s and channels. Validated and maintained Digital Cross Connect Systems (DACS). Identified, isolated and repaired various types of troubles using a variety of tests. Verified computer systems and switches. Tracked T-Carrier/Fiber Optics/Hi-Cap Systems/Pair Gain Troubles. Verified computer systems and switches. Interpreted computer printouts, schematics and test data. Input and verified routing translations and charging translations for various switches. Surveilled and monitored switches and transport networks using a keen understanding of the network structure of AT&T and Local Exchange companies and the relationship between customer equipment and AT&T network Project-led new customer service implementation, including, preparation, testing, and turn up.

Chicago, Illinois

Completed requests for new service, determined methodology for installing telephone service, determined appropriateness of moderate equipment changes or modifications, called switches, tested trunks, tested links and installed communication circuits. Prepared test and turn up of facilities and channels for customer’s virtual private networks. Performed the testing of customer equipment to the AT&T network which included locating and correcting faults in equipment and wiring. Services included nodal voice consisting of Meg8 and SDN. Utilized System Protocol Analyzer to test ISDN out of band D channel when required. Coordinated access due dates with local exchange companies and escalated when necessary.