Lewis Usher Email & Phone Number

Atlanta, Ga, Us

In the role of Network Support Analyst, I ensure customer satisfaction, quality of service, and timeliness of delivery. Also, perform project management, technical support, remote troubleshooting, and problem resolution functions. Member of the team providing 24 x 7 support for break-fix service as well as moves, adds and changes for all structured cabling, voice and data, security technologies. This includes voice terminals, workstations, point of sale, audio-visual equipment, associated cabling and patching, and various other equipment.Responsibilities Include:• Service clients over the telephone, working with their representatives to resolve problems and/or concerns.• Assure customer satisfaction and quality assurance by customer contact and other means.• Work with technicians over the telephone to resolve problems.• Update customer records.• Maintain CRM/Workflow• Complete all documentation (recordkeeping) in an accurate and timely manner.• Follow up and follow through to assure job completion and customer satisfaction.Additional Responsibilities Include:• Support of the Web Store• Technical documentation development when required or as needed.Technical Attributes:Good interpersonal communication skills; familiar with Microsoft software & operating systems and good keyboarding skills; must have excellent telephone and customer service skills as well as project Management abilities. Structured cabling, premise and horizontal wiring.Retail: Point of Sale, Loss Prevention, CCTV, Kiosks, RFID, Wireless Access Points Systems, Digital Signage.Data: LAN/WAN/WAP, Windows, network servers, switches, and routers, TCP/IP, staging and configuration, ANSI/TIA/EIA, 568B; fiber optics, CAT5e, routers and switches, MDF, IDF.Security: DMP, Bosch, and/or Radionics device installation and troubleshooting.

Lyon, Auvergne-Rhône-Alpes, Fr

• Monitored, trouble isolated and repaired the Birch network.• Responsibilities included maintaining, fault isolation, and the repair of various data and voice products (ATM, Point to Point, Point to Multipoint, DS1/DS3, OC3, email, DNS,router configuration changes and isolated fraud report activity in Cisco Routers and VOIP platforms).• Responded to network alarms via Netcool.• Created tickets in Granite and performed troubleshooting functions for restoration of services.• Network Elements: 7606 Cisco Routers, 10K Series Routers and Cisco BTS packetized voice switches, EFM, 5850 Trunking Gateway Routers, ASR, CSR(2300, 2400, 2800 series), Sonus Softswitch Platform, IP Ethernet, Netcool monitoring alarm system, Granite trouble ticket system.

Little Rock, Ar, Us

• Providing Tier III support for the Windstream VoIP network on the Sonus, Broadsoft and Acme platforms. • Supports Tier I/Tier II Analysts and resolves network issues for customers who purchase Windstream VoIP services (e.g., state governments, large businesses, hospital / medical networks) that purchase a variety of voice and data services from Windstream. • Uses trouble ticketing and numerous other applications and escalation procedures to provide service, effect repairs and make modifications to the VoIP network. • Performs in a 24x7x365 Network Operations Center. • Responsible for working on DS-3 and Optical level circuits. • Troubleshoot Transport Layer 1 ATM/FR and IP circuits and across multiple Windstream networks. • TCP/IP routing and basic level IP and ATM/FR data troubleshooting. • Monitor network for any major outages during troubleshooting procedures. • Coordinate conference calls between LECS, IXCS and customers during troubleshooting major outages, down hard, bouncing and intermittently erred circuits.

Broomfield, Colorado, Us

• Inspecting wire terminations and power distribution for all equipment (480V – 24V) before placing machinery into production and modifying electrical drawings. Answer customer calls, open trouble tickets and troubleshoot circuit issues on the Level 3 Networks including • Broadwing, Telcove, Genuity, ICG, WillTel, Looking-Glass, Progress Telecom • Work directly with LECS and IXCS in diagnosing and correcting the trouble on the circuits • Responsible for working on DS-1, DS-3 and Optical level circuits

Monitor network performance (using SMS alerts, Real Time Tools, stats reports) and respond to system problems. Implement corrective actions in a timely manner.Investigate trouble tickets, provide information to close a ticket, and call customer or employee if necessary.Perform measurements and tests to verify or dispute the interference case and resolve the interference case or find interferer.Support In-building sites including test coverage at subject location, evaluate DAS designs, installations, complete all testing, and provide input to Traffic and Fixed Network on capacity requirements.Conduct drive testing, analyze drive data results and monitor stats for new site integration, system optimization, and activation.Conduct VOLTE drive testing, analyze drive data results, recommend system optimization changes to RF Engineering, implement changes and re-drive.Coordinate with RF Engineering in designing and deploying carrier additions to support network growth. Support adding network equipment and performance monitoring for special events.Work closely with Operations Group, Vendor, and Design Engineers to troubleshoot network and hardware issues.Interface with project manager, real estate, construction, switch/field operations, engineering, sales, marketing, finance and legal to assure that Verizon Wireless?s network quality and financial objectives are met.Expertise in the following areas is preferred:Urban, suburban, and rural RF optimizationsmall cells,repeaters,amplifiers,antennasOther RF related devices, topics or toolsQualificationsBS in Electrical/ Computer Engineering with specialization in RF or Communications Systems.Minimum 3 years? experience in cellular or telecommunications industry.Knowledge of LTE and CDMA technologies.Familiarity with Ericsson infrastructure.Understanding of call processing (originations, handoffs) and data networking (switching/routing, TCP/IP).

Nortel OC192, Optera, Qtera, DMS Transport Node (NE’s)REACT, Fujitsu FLM Series, Intro to Cisco routersRun, test, terminate and label optical fibersRun, lace, connect and terminate coax, BNC, LCC and RJ45, RJ11, ST, FC, SC fiber optic connectors and cablesRun and connect CAT5 cable and 48V DC power to framesInstall ladder rack, fiber trays and timing cablesBroadwing Network and hardwareDiagnose and correct circuit issues working with LECS and IXCSDS-1, DS-3 and Optical level circuitsTroubleshoot ATM/FR and IP circuits and networksTCP/IP routing and basic level IP and ATM/FR data troubleshootingAlcatel 1630 and 1631 digital cross connects and Titan 5500 switchesProficient in Level 3 proprietary software applications: Net AnalystONYX, Clarify, CircuitVision, Net CrackerInstallation of POTS linesT1, DS3, OC3, OC12, OC48, OC192 testing and turn up for backhaul.ATM path and IMA group provisioning.Integrated and launched UMTS (4G) network System and node software updates. Implemented VCC Bundling across 2 networks (run rate of 60 sites a night)Install ATM and OC3 cards including BSC backupsPull and deliver daily reports for performance and network availabilityIntegrated and launched UMTS (3G) network Assist field technicians in troubleshooting and installing new service for 3GSS7 Link provisioning.Proficient with Tellabs 5500, Heikimian, and ACTERNA test equipmentIntegrated 3G network nodes including Alcatel RSP, Nokia RNC450 (2) and all support and ancillary equipment.Transport test and turn up for A-BIS and Iub interfaces for cell sites.Trunk group provisioning, test and turn up for interconnect and IMT trunks.

Overland Park, Kansas, Us