Jeff Walker Email & Phone Number

Vancouver Washington

Escalations for trouble tickets for the Integra Business team.Writing and tracking ICERTS.

Fort Collins, Colorado - Santa Rosa, California- Minneapolis, Minnesota- Vancou

Jan 09- May 15 Integra Senior Manager NOCAll responsibilities of Senior Manager NOC East as well as adding the responsibilities of the Senior Manager NOC West to my role due to non backfill of that position. This includes managing an additional staff of 59 fulltime team members with technical data, switching, and transport experience that handle repair 24X7X365 for our Carrier (ELI) customers and after hour repair, escalations and overflow for the local markets. Also I have 4 managers and 3 contract positions. Together, as a team, we have implemented new metrics for tracking, reporting workloads, as well as implemented new processes and procedures for more efficient communication with customers, both internal and external. Sep 07- Jan 09 Integra Senior Manager NOC EastThis position was created upon Integra acquisition of Eschelon Telecom. The duties included all as performed below with the added responsibility of assuming the team of 20 that did surveillance of the classic Eschelon switches and networks. Also, added responsibility of the 21 members of the ISP support team that gave technical support to our data customers.

Santa Rosa, California- Minneapolis Minnesota

Sep 05- Sep 07 Eschelon Telecom Minneapolis, MNSenior Technical Manager RSBThis position is responsible for the day-to-day operations of the Repair Service Bureau (RSB) which provides 7x24x365 technical customer support for all voice services. Responsibilities include but are not limited to coaching, developing and appraising employees, enabling technical training and career development, handling customer complaints/escalations, ensuring all calls presented to the RSB are answered in a timely basis with quality and routing to proper internal departments. This position will also validate testing, monitoring and network maintenance procedures. In addition, this position is responsible for managing a strong consistent relationship between departments within the Customer Service Center, Customer Operations and Service Delivery Organizations and other functional areas of Eschelon. This position must provide daily, weekly and monthly reports to Directors, Sr. Directors and VP’s of the various Network Operations and Customer Service Operations. Ensure safeguarding of confidential information that may be accessed in performance of duties.Jan 05-Sep 05 Eschelon Telecom Minneapolis MN Sr. Manager Switch Translations and SecurityResponsible for the day to day operations of Network Translations and switch security on the 5E and DMS 500, UE9000 and other misc. OEM equipment in all markets. Will provide 7/24 Translations support on all 5Es and DMS 500’s. Responsible for maintaining switch security for all markets. Ensure safeguarding of confidential information that may be accessed. Responsible for the day to day operations of Network Translations and switch security on the 5E and DMS 500, UE9000 and other misc. OEM equipment in all markets. Providevide 7/24 Translations support on all 5Es and DMS 500’s. Ensures safeguarding of confidential information

Santa Rosa California

Aug 01- Jan 05 Advanced TelCom Group, Inc. (ATG) Santa Rosa, CAExecutive Director Switch Engineering, NOC, RSB and after hours customer serviceManage and administer the engineering and growth of a network consisting of nine Lucent 5ESS switches, one Lucent VCDX, and a DMS500. Provide efficient operation and quality service of the switched network while implementing strategies to reduce capital expenditure. Prepare plans and specifications on all projects. I was responsible for setting CAPEX and operations budgets for switched network. Participate in the process of negotiating and or bidding of projects with vendors/contractors for construction/installations. Provide guidelines and direction on designs and plans to evaluate and implement new services, technologies, and products. Responsible for all AVAYA voice mail platforms, SS7 management (ISUP, TCAP, CNAM), traffic metrics report, trunk capacity management, and all issues dealing with number portability. Responsible for contracts with Operator services and network cost P&L dealing with Long Distance and FGD network. Handle all escalations and relationships dealing with various ILEC’s, Carriers, and Vendors. Manage and supervise staff by appraising performance, training, administering salaries and communicating department objectives. Stay abreast of industry issues and technologies through various forums and the ATG Interoperability Lab.

Santa Rosa California/ Fort Collins Colorado

Mar 01- Aug 01 Advanced TelCom Group, Inc. (ATG) Santa Rosa, CADirector Network Operations CenterDeveloped the working model and implemented an Integrated Communications Provider NOC within 3 months. Manage Network Monitoring and Surveillance for 8 states. This included evaluating software platforms, hiring and supervision of staff, writing procedures for interaction with Operations, developing trouble ticketing process, building and staffing of a repair call center, while staying within budgetary goals. I was on call for technical support and escalations, both internal and external, on a 24 X 7 X 365 availability.July 00- Mar 01 Advanced TelCom Group, Inc. (ATG) Fort Collins, COOperations ManagerResponsible for overseeing complete installation of telephone CLEC build and turn up. This includes construction of hub building, collocation cages, designing of network to connect sites and supervision of all contractors such as FM200 installation, security installation, power installation and tenant improvements on business office. Also was responsible for switch installation and establishing timelines for completion, while managing expenditures not to exceed CAPEX budget. Managed all vendor relationships for network costing and builds. I was successful in reducing CAPEX spending by negotiating and bidding to various vendors. Responsible for hiring and supervision of all employees such as dispatcher, field technician, data tech, switch tech, transport tech and Application Engineer.

Lacrosse Wi

Nov 98- July 00 CenturyTel, Inc. San Marcos, TXTechnical Manager Perform technical planning for Call Center lines of business. Analyze the development of industry standards and regulatory requirements to shape the Call Center’s long-range plans. Develop requirements for switching, networking, and computer equipment and provide this information to the budgetary process. Support sales and marketing by providing required services and capabilities. Ensure proper administration, operation, and maintenance of the Call Center.Nov 96-Nov 98 CenturyTel, Inc. San Marcos, TXNetwork Operations Supervisor, IIResponsible for all CTI South Network maintenance and provisioning activities (virtual) and facility based. Manage the switching machine/ central office equipment installations and maintenance including translations. Include developing and administering CTI Networks trouble reporting process. Serve as CTI primary interface with Century Telephone Group. The job required knowledge of CTI network, knowledge of switching equipment, knowledge of telecommunications industry, excellent communications skills, the ability to handle stressful situation involving conflict and ability to operate a personal computer. Sep 90- Nov 96 (Century Telephone of Wisconsin, Inc.) La Crosse, WIService Center SupervisorJob responsibility required knowledge of inside and outside plant. Extensive knowledge of IBM on line system was required. Related well with fellow employees, in all departments, to create teamwork atmosphere. Have customer service expertise to deal with irate customers. Evaluation and trial of new test equipment and products Century was interested in. Became Chairperson for Customer Satisfaction Team. Documented all procedures and policies for consolidation of five division service centers into one Region Service Center. Responsibility for Management & Supervision of La Crosse Assignment & Service Center. Approximately 20 people.

La Crosse, Wisconsin Area

Nov 98- July 00 CenturyTel, Inc. San Marcos, TXTechnical Manager Perform technical planning for Call Center lines of business. Analyze the development of industry standards and regulatory requirements to shape the Call Center’s long-range plans. Develop requirements for switching, networking, and computer equipment and provide this information to the budgetary process. Support sales and marketing by providing required services and capabilities. Ensure proper administration, operation, and maintenance of the Call Center.. .

All Over The United States

Jan 78- Feb 82 (International Telephone and Telegraph) La Crosse, WISoftware/ Hardware Tester, Grade 5Responsible for installation and testing of TCS-5, NXID, and ITT 1210 System 12 equipment. Worked in supervisory capacity in four of the System 12 installations, including La Crosse toll office.