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2017-4-25 9:37:09
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Professional Experience
November 2010 ?Prestent
Level 3 Communications
Title: Customer Care Manager
Single point of contact, taking care of all customer needs in regard to installation of new networks, network changes, expedite/escalation and billing. Acts as the single point of contact for assigned customer accounts which typically have a large revenue scope, have complex product needs, or require significant project management due to the size of the organization. Proactively manages the customer抯 service needs to ensure the highest levels of customer satisfaction and that their expectations are met. Promotes revenue growth, retention, and overall customer satisfaction. Responsible for managing large and complex customer implementation projects which includes but is not limited to creating and maintaining detailed project schedules, tracking the project抯 financial state, understanding unique aspects of projects as well as understanding technical and operational specifications
October 1999 ?October 2010
Level 3 Communications
Title: Senior Circuit Design Engineer / Team Lead
Circuit Design Engineer/Team Lead responsible for managing, tracking and verifying the circuit design process from order receipt to circuit turn up.
Activities include: ordering CAP/LEC services, designing circuits across multiple network, coordinating with CCM team (Install Project Managers), Field OPS, deployment teams and CTI (Testers) to ensure clean test and turn up and provide troubleshooting when necessary.
Team Lead/Management experience:
?Serve as lead for Central design team and train personnel in technical job functions related to circuit design
?Supervise the training and activities of 10-12 employee owners at a time
?Manage pending orders through installation process to ensure accurate, timely provisioning and delivery
* Proactively communicate critical dates and installation status to the CCM and Sales account team.
*Responsible for circuit migrations and network optimization including design, determining cut points, customer notification and coordination with 3rd party vendors as well any internal parties involved
*Design high-level IRU and Optical services for Carrier and Business/National markets.
*Interface directly with Network Planning and Engineering on issues that require design involvement (such as deployment of new equipment and tributary reconfigurations) in order to support customer circuits and meet customer due dates
*Correct and maintain database integrity and inventory based on requests and updates from Field Operations and the National Operations Center.
*Provided Granite training and design
Design experience:
*Design all levels and types of circuits, from DS0 to OC-192 DWDM SONET/SDH: Private Line and Ethernet Private Line, Frame Relay, Internet, Gig-E/Fast-E, Voice and ISDN, MPLS/VPLS, Converged VOIP
*Working knowledge of Alcatel, Nortel, Cisco, Ciena, Corvis, Tellabs, Fujitsu and Infinera systems.
*Assign IP抯 and configure ports on various routers to include: Juniper M40/M20, Cisco 7513/10008/12008/6509 Catalyst, and ATM/Frame switches
*Responsible for ensuring circuit designs are optimally routed over the network as well as verifying that the least cost option of access service is used
September 1998 ?October 1999
MCI Worldcom ?Title: Local Provisioning Specialist
Jan 1994 ?August 1998
United States Marine Corps, Arlington VA 22210 Commandant抯 Special
Security Communications Center. Title ?Personnel Security Chief
