Joseph Pendleton Email & Phone Number

San Antonio, Texas Metropolitan Area

Resolve incoming calls from customers reporting Network Intrusions or node compromised.Refer issues to Test Engineers for further investigation and relay recommendations to Customer.Provide end to end support for maintenance and emergency service tickets. Resolve intrusion reports from remote nodes and network activity. Work with Vendor support staff to analyze network activity for potential faults. Maintain functionality of components on customer and support networks. Engage in monthly meetings to ensure best practices and updates of vital changes. Provide summary of network activity, performance and customer concerns

Plano, Texas, United States

Network Surveillance in 24/7/365 NOC, monitoring 4G/5G Intelligent Network. Resolve intrusion reports from remote nodes in LAN/WAN Customers Networks. First level triage of Customer and Internal Networks and Supporting Systems. Assist multiple levels of NOC Managements to resolve large scale outages. Quickly respond to Outage Emergences to Internal and External Customer Networks. Establish and Maintain Outage Monitoring Bridges to status Customer as well as Senior Staff. Create and Maintain Emergency Outage Notifications for Executive Level Leadership. Engage Tier II/III Support Staff to assist with quickly resolve Reported and/or Observed Events. Support Internal and External Customers through outages and resolution process. Engage resources to minimize impact to Customer operations. Report to Executive levels of management for Peer-to-Peer discussions of events.

Plano, Tx

Perform network monitoring and troubleshooting for Ericsson in a prepaid Intelligent Network (IN)Provide surveillance support for critical platforms local and remote locations. Perform severity notifications to cross functional support teams of any network difficulty contributing to transport degradation. Perform routine site health checks and participate in quality support initiativesInterface with carriers and internal/external customers and internal support groups. Track progress of ongoing maintenance activities and send appropriate notifications.

500 West Dove Rd., Southlake, Tx 76092

Performed Alarm and System Monitoring in Verizon Wireless Network Operations CenterMember of Verizon Wireless NOC Team identifying faults in Nokia-Siemens and Verizon NetworksEngaged Nokia Siemens Network Sr. Engineers to assist with trouble isolation and fault resolutionTracked and Reported daily activity on Network to pro-actively address potential Network Trouble.Utilized NSN Remote Access, Citrix Client & Advantage Commander to monitor CFX-5000 Edge ServersMonitored status and restoration bridges to report daily traffic control changes and Network IssuesAssisted Nokia Siemens Networks Engineers with Planned Maintenance & Network Grooming Activities

4100 Bryan St.,Dallas, Tx 75204

Performed specialized communication circuit testing in Global Network Operations CenterResolved customer maintenance report issues, Network Outages and Service InterruptionsAssisted Senior Management and Service Executives in maintaining Network Integrity Worked with Service Assurance Executives to resolve Critical Customer Outage NotificationsEnsured customer satisfaction by delivering excellent customer service during repair processMaintained functionality of AT&T and Southwestern Bell customer and network circuitsProvided feedback to upper management to improve business practices for revenue growthConducted KMI conferences to discuss center performance and methods for improvementEngaged on daily work performance & load balancing conference calls to allocate resourcesAdministered Customer Satisfaction Surveys post repair process to obtain improvement data and worked with Area Managers to utilize improvement data to develop best practices for AT&T

4100 Bryan St., Dallas, Tx 75204

Supervised team of 15-45 NOC technicians in domestic circuit maintenance centerWorked with Senior Management to introduce MSOC/Clairvoyant to new centerMotivated each team member using individual development plan for growth at AT&TObserved work performance for opportunities to improve performance for mutual benefitPerformed monthly quality, safety and performance reviews striving for best practiceWorked with center trainers to develop training methods tailored to individual learning processProvided feedback to Executive Management to improve overall center performance & Success

1460 Round Table Dr., Dallas, Tx 75247

Provisioned and Maintained Analog, Digital and Optical Domestic Communication PathwaysAssisted in the startup of a new Remote Test Center serving 30 Metropolitan Markets in USPerformed end to end testing on internal Network circuits as well as customer circuitsWorked with Network Team to bring on line OC192 Metro Fiber Rings across USMotivated new team members in Team Lead role working with Supervisor to improve centerInvolved in Installation of Collocation sites across US working with Outside Field ForcesPerformed software upgrades in Lucent Anymedia ® switch with Network Engineer TeamProactively reviewed Central Office equipment performance to prevent future interruptions.Worked on numerous circuit migrations and upgrades across operating territoryUtilized on special projects and restoration bridges with Center Director and Management Team Awarded numerous commendations for job performance and team building successPromoted to 1st level Supervisor and selected for new Network Team serving Southwest Region