Osvaldo Herrera Email and Phone Number

SPOC for Blackhawk Network related issues.Responsible for reporting, escalating, and documenting all issues impacting the use of the network.Monitor all of Blackhawk Network using a verity of monitoring platforms including: Intermapper, Nimsoft (Certified), Tidal (Managed File Transfer), OCM, STRM, Gomez, SNMP and GPS tracking. Escalation point for Tier 1, and Tier 2 agents on all issues.Responsible for maintenance notificationsResponsible for notifying all upper entities of Blackhawk network related issues or outages.Service Now and People Soft (CRM) experience. Monitored live transactions processing threw the network to determine if there is any financial impact (BLAST)

AT&T Vendor Helpdesk - GSM, UMTS, WCDMA & LTE RAN deployment, integration & commissioning support for the California, Pacific Northwest, Desert Southwest and Rocky Mountain regional AT&T Mobility footprint.Verify operational status of IMA groups and T1 physical path. Work with field engineers and 3rd party vendors to troubleshoot connectivity issues with the RNC, Alcatel MSN and Node B. Isolate and restore any errors encountered prior to the start of site integration. Ensure there are no outstanding errors or issues following the completion of site integration. Generate daily status reports on integration and deployment activities in the market for upper management. Create processes, procedures and training documentation for the UMTS & LTE integration project. Support all 1C, 2C, 3C & 4C installations. Provide coordination and preparation of reports pertaining to trouble ticket status and resolution times. Responsible for the adherence to SLA’s and the escalation procedures.Dealt with high pressure situations and hot button issues involving Vendor management and AT&T Mobility. Consistently met or exceeded ATT’s SLA’s. Hands on experience with Ericsson & ALU UTRAN, eUTRAN, Node B, eNode B, MME, S-GW, P-GW, RF, Transmission, RNC, RBS (GSM, UMTS, LTE), IMA Groups, Iub, Iur, S1, X2, RU, FU, TMA, MHA, CBU, RxAIT, ETMC, ETMFX, EUL and PSU. Software used includes Ericsson OSS, ALU OSS, Nortel OSS & Nokia OSS, Site Locator, WCDMA RAN Node Status Analyzer, RBS Element Manager, AMOS, RNC Element Manager, Transport Manager, Netcool, Granite, Remedy and Ericsson WinFiol and Command Handler.

Connectivity Specialist for the following circuit types: MLFR, PTP, ATM, FATM, IMA, NVPN, OPT-EMAN, ISDN, and Dial up. Worked with Telco and ASI ATM group to troubleshoot, isolate and resolve customer connectivity or performance problems. Assisted customers on site to reconfigure Cisco 1700 and 2600 routers for basic connectivity on the ATT network.Escalated all CPE related issues to the appropriate department for dispatch and replacement.Processed new and change requests for DNS ATT hosting.Resolved any customer related E-mail issues that ATT was hosting.Direct point of contact for customers reporting connection issues with dedicated connections.Proactively worked individual customer outages using Netcool monitoring system.Single Point of Contact on all SBC Internet network outages for DSL customers.Worked with Tier1 SPOCS across the country to gather real time data to isolate possible network issues.Escalated confirmed DSL outages to our DSL NOC team for resolution.Responsible for notifying upper management, customers, and associates of known outages.Worked any escalations given by management to completion.Conducted meetings to update the team of any changes on products or procedures.Provided training to associates needing assistance on technical practice or customer service.Monitored associates to ensure calls are being taken in a timely manner, breaks and lunches are being taken when scheduled. Worked with Telco and ASI ATM group on connectivity issues in the network cloud.Resolved any customer related E-mail issues.Configured Netopia and Efficient routers both in PPPoE and Static configurations.Assisted customers on installing or repairing SBC Internet provided NIC and Modems.Responsible for assigning daily work load to employees.Received and resolved any escalations to completion.Monitored daily workload from employees to ensure quality and completion.

Provided technical support for Windows NT and Macintosh users.Performed PC hardware upgrades and software installations.Configured several MAC II SI systems for basic ARA dial up and Ethernet use.Configured MAC systems to work with apple talk on shared company environment.Setup TCP/IP on PC systems to connect to the WWW both DHCP and static setups.