Reginald Willis Email & Phone Number

Melbourne, Florida Area

• Employed test methods to analyze channelized/unchannelized T1 and T3 utilizing DACs equipment
• Utilized test methods to analyze/troubleshoot Ethernet; IP; Frame Relay; ATM; WAN; LAN
• Applied Expertise in remote maintenance and repair of the following network equipment: Cisco, Sycamore, and APC.
• Worked independently on projects from start to finish, including developing network designs based upon user requirements, creating network diagrams using Visio, configuring network equipment, and full implementation.
• Evaluated technologies and designs in relation to the critical infrastructure and service needs for external customers
• Implemented solutions that support customer visions and objectives

Mobile, Alabama Area

As NOC Manager, it is my job to display strong qualities of leadership and initiative while being able to assist in the oversight of the NOC’s daily activities. As Manager of a NOC team, I am responsible for managing and developing a team of experts responsible for delivering the industry's best network operations support for our clients. I coach my team.

Greater Denver Area

Responsible for monitoring and trouble management of the Reliance Globalcom network. Performed troubleshooting and resolving problems from the customer demarcation to theReliance Globalcom backbone, including collaboration on issues with vendor circuits. Performed proactively spotting, ticketing, attending customer calls, action tracking and administrating.

Broomfield, CO

Remained customer support and service focused, while working on troubleshooting trouble tickets that included systems such as Transmission (DS1/DS3/SONET), Switching(Circuit-switching/SS7), and TCP/IP(routers/higher-layer protocols). Troubleshot Cisco, Juniper, and Adtran routers that supported PPP, MPLS, and VPNinternet circuits which included Ethernet.

Englewood, CO

Support all product types for end-users with large business account clients. Answered telephone, written, or Internet-based inquiries of both basic and complex technical nature supporting the company's products and services. Support is primarily related to external clients, but they may also assist and advise internal clients. Analyze both routine and.

Denver, CO

Provide escalation support to over 200 internal employees. Taking escalation calls to provide accurate and legible information for procedures and policies to the customers. Resolve escalated issues pertaining to customer service issues with employees, as well as, company procedures and policies. Negotiate compromises arising from conflicting customer.

Huntsville, Alabama Area

Field inbound phone calls from existing members and club personnel with pre-sale and after-sale inquiries, website support, and membership inquiries. Provide website support to members with password resets, online shopping inquiries, address changes and other related inquires pertaining to Member's Only Website. Assist members with membership inquiries.

Huntsville, Alabama Area

Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions.