Robert Dolphin Email & Phone Number

Houston, Texas

Mt Laural, Nj

Managed and supervised a tiered customer repair center focused on One Call Closures of troubles. Products covered were Email, DNS, VPN, VOIP over T1, VOIP over EFM, VKS (Office Suite) product, Frame Relay, MPLS, Frontline Firewalls, IP routing. Built and managed processes to better our customer experience and meet our KPI goals.

Managed the front-end triage team. Focused on fixing customer T1 issues with minimal down time. Also completing Call Forward Requests using our Network Voice Switches, 5Ess, Dex600, LCS, MetaSwitch and DMS500. Worked very close with our Manager in building and managing processes to help us reach our KPI goals and better our customer experience. Trained all personal on equipment and processes.

SUPERVISED AND WORKED AS THE LEAD TECH IN A NOC ENVIRONMENT WHILE TROUBLESHOOTING T1/T3 CUSTOMER ISSUES. MANAGED AND MAINTAINED OUR NETANALYST TEST UNITS. BUILT AND MANAGED PROCESSES IN THE DEPARTMENT TO BETTER THE CUSTOMER EXPERIENCE AND REACH OUR KPI GOALS

Supervised a 24-7 Technical Assistance and Surveillance Monitoring Center for two fortune 500 CLECs.Managed Cisco Routers and Pix Firewalls, CSU, DSU, TSU, Adtrans, Telabs DACS - 532L Titan 5500 , Net Analyst, channel banks, PBXs, Frame Relay, Point 2 Points, VPNs, and DNS records. Tested DS1's using Netanalyst software.

Worked Customer Data issues including Cisco Firewall configs, Email, DNS, VPN, Frame Relay, IP routing, Port openings. Also worked on the Customer Surveillance Monitoring side. Opening tickets and troubleshooting issue when we seen them go down on the monitors.

NCTAMS LANT Program Management Information Technology (2002)NCTAMS LANT Technical Control Center (2001)Managed, operated, and maintained: satellite communications systems, automated information systems, communications security systems and specialty circuits, supervised the use of Crypto.Operated and maintained and managed 11-13 personnel in construction of Norfolk Naval Base wireless LAN consisted of 5 domains and 55,000 users. Also monitored and managed NCTAMS LANT SIPRnet… Show more NCTAMS LANT Program Management Information Technology (2002)NCTAMS LANT Technical Control Center (2001)Managed, operated, and maintained: satellite communications systems, automated information systems, communications security systems and specialty circuits, supervised the use of Crypto.Operated and maintained and managed 11-13 personnel in construction of Norfolk Naval Base wireless LAN consisted of 5 domains and 55,000 users. Also monitored and managed NCTAMS LANT SIPRnet and NIPRnet by remedy trouble tickets. Show less

Telecom And Information System Tech

Education record

In, Information Systems Technology