N. Sonhouse Email & Phone Number

• Responsible for monitoring and troubleshooting faults, alarms and system performance via Optima Management System software or, by customer notification of Distributed Antenna Systems and cell tower sites.• Provide technical support to field technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging electro/mechanical equipment, BTS, computer systems, hardware, software, or networked wireless systems.• Vendors and technology include CommScope ION, TE Connectivity, Corning Mobile Access, Solid, Westell, Wireless, T1 Smart Jack, Network Transceivers, Fiber, Ethernet, Cisco and various telco providers.• Facilitate timely and effective communication to upper management and clients through regular meetings, reporting, ticketing and conference calls.Special Projects / Accomplishments:• In 15 months, contributed to the delivery of T1 circuit rollouts, to 300+ Distributed Antenna Systems (DAS) sites 3 months before deadline. Projects included planning, organizing and, managing specific phases of deployments, redevelopments, process improvement, technology utilization, break fix, resolution, and selection of Operations Support System.

• Assisted in managing the day-to-day operation of the campus network. including the repair and configuration of • Performed maintenance, configuration, monitoring, initial analysis, troubleshooting and repair of the campus network environment, routers, switches, servers, workstations, software, etc.• Troubleshot end-to-end connectivity issues relating to Layers 1 – 3.• Participate in the execution of large deployment projects and/or departmental moves.

Raleigh-Durham, North Carolina Area

• Supported the sales team by demonstrating features and functions of product offerings to potential customers at marketing events, trade shows, and conferences.• Support included systems, installations, conversions, modifications and escalations of automation products in a pharmacy environment.• Troubleshot, tested and verified bi-directional communication between host applications, Pharmacy 2000 servers, and robotic automation dispensing systems. Provided software customization, upgrade planning, client server database management, TCP/IP configuration, and remote maintenance of pharmacy automation systems.• Work with Project Managers to improve company products and its offerings, by documenting customer feedback and identifying client needs.

Paramus, New Jersey

• Managed and coached a high performing Tier 3 technical support team of 20 in various aspects ranging from APN (Access Point Name) configuration & troubleshooting for customer Frame Relay & Network VPN connections, TCP/IP addressing scheme for CSU/DSU, WAN, bouncing circuits, SMTP, POP3, BES and RIM relay servers.• Developed support process improvements, metrics, and templates to evaluate technical support response times, resolution rate, and problem-solving skills of the team to ensure employees are working at their optimal best. • Implemented coaching and training strategies that reduced client hold times by 20% and truck rolls by 15% while maintaining a 97% positive customer satisfaction rating.• Effectively communicate with all levels of upper management and clients through weekly meetings, conference calls, and reporting. Communicated with the team to define expectations and identify performance gaps.

Education record

Coding Bootcamp - Preparation for the field of Web Development, front-end and back-end programming. (MERN Stack DEV) Hands-on approach.

Computer Science