Firefighter II / EMT-B

Member of the Program Management Office (PMO), responsible for maintaining the customer relationship and overall client satisfaction and acting as the customers’ advocate.● Provide oversight of the incident management process, including assisting the NOC with triage, communications, and escalations during incidents occurring during US business hours● Maintain methods and procedures for reporting outages to NOC, escalation process and contacts in Verizon systems● Notify client of Provider-planned maintenance and grooming activities on Provider networks● Annual review of Contracted Critical Site diversity per the Agreement● Provide data for master site list inventory of all services● Provide disaster recovery documentation and assist with scheduled DR activities● Provide data used by the Program Management Office/Governance to identify if an SLA credit is warranted

• Supporting large-scale telecom environment with 23,000 endpoints utilizing Avaya and Centrex/DMS-100 switch platforms.• Administrator/Vendor Manager for VeraSmart Call Accounting for Call Detail Record collection and intranet Company Directory • Maintains RedSky E911 Manager Database to ensure accurate location reporting to PSAP and emergency first responders.• Developed and implemented telecom assets recovery process for terminations and zero usage endpoints as a cost savings procedure.• Integral role in Abbott and AbbVie corporate headquarters PBX split and DID assignments of new NPA NXX block for Abbott.• Resource for all corporate telecom Moves, Adds, Changes and Deletes

•Supervises and manages employees day-to-day operations. Maintains appropriate scheduling given peak volume times on a daily basis. •Provides continuous quality improvement in the processes and activities associated with this job. Meets or exceeds quality goals set for the position concerning customer satisfaction ratings and performance measures.•Provides the necessary follow-up on quality issues. Maintains a customer-oriented manner and professional relationship with internal and external customers.•Effectively documents customer issues in the ticketing system.•Correctly handles the set-up, initiation and monitoring of assigned calls:•Experience in developing and training work force, building relationships, and utilizing skills of employees most appropriately.•Ability to adjust competing priorities and manage time wisely in a fast-paced environment.•Demonstrates ability to make timely and appropriate decisions based on facts, logic, and good business and ethical grounds.•Ability to communicate in a clear, concise, understandable manner, listens attentively to others, understand material, and provide instructions to all employees.•Identifies and initiates actions or projects to solve business issues.•Offers innovative and creative ideas for implementing changes more effectively.•Ability to manage projects, implementation and change to completion, and overcoming obstacles and difficulties while demonstrating a sense of urgency.•Demonstrates excellent customer service skills. •Actively seeks to create an environment of cooperation and teamwork, helping others to resolve work-related issues.•Demonstrates sound judgment and initiative to satisfy internal and external customer Solid understanding of video conferencing technologies to including Tandberg, Polycom, and Cisco standards based and High definition video equipments.

•Tier 3 Switch Network support for Verizon Audio Conferencing. •Served as Technical Manager to key vendors, including AudioCodes, NWI Telephone and Ironton Telephone•Compiled and updated all Verizon Conferencing network circuit documentation.•Developed daily call status reporting. Used in trending peak time utilization, call blockage and detecting low call answer supervision ratio.•Maintain and executed weekly and monthly call statics reports.•Trained TSS personnel in how to perform and interpret network call searches. User level access training to AudioCode Gateway. ETMS ticketing system.

•Tested new customer DS0-DS3 circuits, troubleshooting problems efficiently and swiftly, to ensure Bellcore test standards and delivery times were being met 100% of time. Serviced customer and network outage tickets while significantly minimizing Mean Time to Repair (MTTR).

36L1H Switch System Maintenance. Honorable Discharge