Will Raglin Email & Phone Number

Washington DC-Baltimore Area

Dallas/Fort Worth Area

• Creation and Testing of custom MOP’s
• Support Network Verification
• Support of Trunk Provisioning
• Provide on-site fault management of the network
• Installation of new software releases
• Provide informal customer training.

Houston, Texas, United States

• Primarily tasked to address database integrity issues at a Verizon Wireless switch site.
• Conduct physical equipment inventory.
• Perform database gap analysis.
• Present detailed report to upper management

Woodlands Texas

• Prioritized tasks and deadlines, demonstrating excellent time management skills.
• Oversaw installation, administration, and testing of voice network servers, SBCs, media gateway controllers, media gateways, and other related voice network equipment.
• Updated network documentation to record installations, upgrades, and configurations.
• Managed outside installation contractors across the entire Windstream footprint.
• Hosted calls with third-party telecommunications vendors to ensure timely delivery of materials.
• Worked across departmental groups to hand off new equipment turn-ups to production.

The Woodlands Texas

• Provided fourth-level support for VoIP external and internal customers and fax configurations over IP.
• Facilitated assistance with trouble tickets to vendors for bug fixes.
• Developed engineering documentation on guidelines for new vendor software releases.
• Supervised various vendor upgrades and software fixes.
• Resolved open issues escalated from Tier III in timely manner.
• Mentored and guided peers, and assisted teammates when skill set required.

Sugar Land Texas

Provided second-level support for VoIP trouble tickets as part of 17-member triage team. Configured Cisco routers, PIX firewall, Cisco Unified IP Phone 7900 Series, Polycom SIP phones, Mediatrix telephone analog SIP converters, and LAN switches. Utilized knowledge of circuit fundamentals, network performance management software, TCP/IP concepts when.

Sugar Land

Directed and oversaw daily activities of nine employees. Coached and mentored other representatives to support Remote LAN Dial. Developed and fostered excellent working relationships with other support groups to improve trouble ticket flow processes. Documented ISO 9002 processes for Remote LAN Dial processes.

Sugar Land Texas

Provided level 1 customer support to Dial-Up Frame Relay. Served as primary point of contact for all Remote LAN Dial customer service issues. Administered line one monitoring of MCI vBNS. Organized and maintained web content via guidelines on support procedures for remote LAN DIAL.

Sugar Land Texas

Provided level 2 support to dial-up access Internet customers. Diagnosed and resolved configuration and connectivity issues for dial-up Internet access customers with customized software and prearranged support options. Supported e-mail, browsers, and integrated services, including paging and faxing.

Houston, Texas Area

Decreased laptop rollout deployment times by 50% by creating, documenting, and implementing new procedures for Novell Networks, Windows applications, and OS systems. Facilitated assistance with trouble tickets to various software vendors for bug fixes. Delegated tickets to junior desktop support analysts to match proper skill sets for best solutions..

Houston, Texas Area

Tech savvy, with an excellent working knowledge of computing devices. Worked on a 30-member IT team that provided desktop support for over 4,800 personal computers and PC network users. Handled daily LAN/WAN support to remote end-users, preventive maintenance, testing and repair of equipment, configuration, and troubleshooting to end-users. Assisted with.