Roger Mcclellan Email & Phone Number

Anniston, Alabama Area

Provided outstanding customer service in providing lasting resolution to chronic serviceissues. Provided next-level support to technicians in service and equipment maintenanceand repair. Displayed courtesy and strong interpersonal skills with all customerinteractions.Resolved customer issues in a clear, courteous and straightforward manner. Maintainedcomposure and patience in face of difficult customer situations. Identified and solvedtechnical issues with a variety of diagnostic tools.Remained up-to-date on the latest technologies and solutions applicable to companyproducts. Troubleshot and resolved service issues escalated from customer support andother departments with a high success rate.Produced effective job aids and training material designed to increase technical skill ofemployees. Served as on-call technical support to technicians during shifts tech supporton-duty.Performed troubleshooting and fault isolation on both auto-detect and customer-reportedoutages and faults.

Supervised a team of nine Tier I circuit repair technicians Responsible for daily workassignments and ensuring quality control.Developed a training program designed to enhance the technical abilities of members ofthe circuit repair team. Implemented procedures designed to assume greater responsibilityfor testing and fault isolation.Gained knowledge in LNP, SMS800, VOIP, 5ESS, while leading the Voice repair team.Responsible for Chronic Trouble Management team, and ensured proactive monitoring ofcircuits and customers with identified chronic troubles.Served as second-level escalation authority and ensured timely response to escalatedtrouble reports. Served as on-call support to technicians during shifts without managementor tech support on duty.

Performed network maintenance and alarm monitoring of circuits ranging from dedicatedpoint-to-point DS0s to OC-192s.Coordinated install efforts and remotely provisioned new network elements such as Titan5500s and Fujitsu FLM-and Flashwave multiplexers for integration into existing SONETrings.Monitored alarms and conditions of existing SONET rings and circuits using Net Expert.Performed troubleshooting and fault isolation on both auto-detect and customer-reportedoutages and faults. Coordinated repair efforts of central office and outside planttechnicians.Performed fault isolation and remote restoration of Customer premise equipment such asCarrier Access equipment and Integrated Access Devices.Functioned as Tier II support for Operations Technicians in the field.

Performed remote testing and troubleshooting of special circuits including T1 and DS3Digital Data Circuits and customer Hi-cap circuits over an eight state region.Performed fault isolation using remote-test platforms such as REACT 2000 REACT 2001,Occuview, and NMA (Network Monitoring and Analysis).Coordinated work by Central Office Technicians and Outside Technicians to facilitatecircuit repair.Performed troubleshooting and provisioning of electronic cross-connects such as DACS andTitan 5500 using a TL1 interface.Used WFA (Work Force Administration) for opening, tracking and closing trouble ticketsand maintenance activities.

Performed bench testing, troubleshooting, maintenance and repair of equipment associatedwith three types of satellite earth stations.Monitored and tested equipment and links using a wide variety of test equipment.Performed troubleshooting and repair of circuit and link-level outages.Assisted Network Administrator in upgrading computers and LAN.Provided Strategic communications support for the Pentagon and White House CommunicationsAgency.

Supervised a team of technicians responsible for providing rapid response technicalsupport for twenty-two strategic communications and broadcast sites throughout thenorthern portion of South Korea. Implemented and performed scheduled maintenanceprocedures to maximize equipment efficiency. Provided rapid response support for circuitand link-level outages.Tested equipment, circuits and links using a wide variety of test equipment. Implementeda modified WAN for remote telemetry and alarm monitoring. Maintained a large library ofaccountable technical publications.

Mdiv

Bs, Sociology

Diplomahigh School Diploma