Sprint/Nextel, Reston, VA Mar 2006 -PresentNetwork Technician II• Provides support in a 24/7 days role that works to resolve all Telco T1 circuit outages for Sprint’s CDMA and Nextel’s iDEN using network trouble ticketing system and remote T1 testing tool system for trouble verification of T1 circuit faults, analysis, trending of faults and escalation.• Supply real time and near real time response to MSOs Sprint/Nextel technical support groups and NOC management regarding network faults on elements. • Upon receipt of network trouble indication, follows NOC procedures to access certain network elements to validate and further sectionalize specific trouble conditions. Create and send network alerts and flashes.• Create, track and maintain trouble ticket logs, test circuits, assist with resolution, re-direct as needed, and track through completion. Consistently has the highest number of tickets opened and closed in the entire NOC.• Create, maintain, update and document Disaster Recovery Management System for site outages due to storms and other natural disasters.• Provides technical support, training and guidance to junior or less experienced technicians.• Audits logs and turnover for shifts to make sure that’s accuracy of data is valid and outstanding issues are documented. Excellence Awards:October 2008 – Played a vital role in the initial triage and assessment of damage cause by Tropical Storm Edourd and Hurricane Dolly which contributed to the team’s ability to quickly restore network service in the storm impacted zones.June 2008 – Recognized for improving service availability through behavior that improves a process, and enhances the customer or employee experience.

Provides support in a 24x7x365 days/year role that works to resolve all Telco T1 circuit outages for CDMA and iDEN using network trouble ticketing system and remote T1 testing tool system for trouble verification of T1 circuit faults, analysis, trending of faults and escalation.

Maintained customer requests for private line and data services. Researched, processed and tracked orders from provisioning to billing. Interfaced with an abundance of online systems and interdepartmental organizations. Managed work and group personnel while in charge for manager during her absence. Acted as point of contact for high volume accounts. Reacted to change productively and performed other essential responsibilities as assigned.

Responsible for ordering T3 and OC3 circuits for Internet service to multiple vendors. Tracked and pursued timely delivery of the circuits. Worked closely with UUNET testers and Install Engineers to insure timely turn up of the circuits. Worked closely with Provisioning & Network Planning and Implementation to fill orders that were in jeopardy for no capacity. Tracked orders from receipt to completion.

Responsible for creating new projects in database and entering all new order information. Process all ISUP orders: added tickets to the database and placed orders with 3rd party vendors when necessary. Track/Update in ticket system all pending orders with corresponding vendors. Interact daily with customers regarding status of orders. Followed up and track pending orders. Organized and maintained project folders for all customers. Assist the Network Control Center with trouble tickets. Assist Accounts Receivable with research on billing disputes.

Processed circuit installations, change and disconnect service orders and performed related provisioning activities. Verified service order information. Prepared and submitted order processing for new service changes to existing service and disconnects to local exchange companies or inter-exchange carriers. Scheduled circuit installation and made channel facility assignments. Coordinated service order processing and order access service request with Telcos. Responsible for writing mux messages and for hi-cap coordination/utilization. Tracked the order from receipt to completion.

– Responsible for issuing and managing more complex orders, such as carrier DS3’s and frame relay circuits. Also, routine DS1 carrier orders to support connecting MDU’s to VZA’s DPOP’s. Manage orders to ensure task intervals and due dates are met. Escalate jeopardy issues in a timely manner with either carrier or VZA management. Issue install work orders to VZA DPOP techs and the NOC. Coordinate test and turn-up of MDU circuits between carriers and technicians. Issue install announcements when circuit orders are completed. Ensure appropriate facility/circuit order and inventory information is captured and available in the OSS in a timely manner to support other internal departments, such as Revenue Assurance and NOC.