PROFESSIONAL SUMMARY
20 Years Telecom Client/Customer Service  Experienced in providing extensive
client service with a commitment to excellence.  Proficient in Call Center day to
day operations.  Experienced in providing extensive client service with a
commitment to excellence.  

SPECIAL SKILLS
Communications Technology: Frame Relay, ATM, DS0, T1, IMA, T3, OC3 – 192, SONET
● Business Requirements ● User Acceptance Testing ● Project
Management 
● Internet Protocol technologies: Multi Protocol Label Switching, Voice
over IP, Frame Relay over IP, BGP, TCP, VPN, MPLS, Ethernet ● Cisco command
troubleshooting ● Circuit and Network Analysis ● PLD and
microcontroller experience ● Assembly, ABEL, JAVA and Visual Basic
programming experience ● Excellent mechanical skills ● Software
applications: Siebel, Metasolv TBS, Vitria, Remedy, CAD, MathCad, Pspice, MS
Word, Excel and Visio ● Customer Service

EDUCATION
BA - Communication Studies - August 1996
University of North Texas, Denton, TX
AA - Communication - May 1994
Northlake College, Irving, TX 


CAREER PROFILE
Global Consultants, INC                                                  
September 2004 – Present 
   Network Engineer
   Contract manager with AT&T responsible for: 
•	Analyze, maintain, and repair layer 1, 2 and 3 transport of large corporation.
Virtual Private Networks using Cisco router troubleshooting commands.
•	Create trouble tickets and troubleshoot outages. (Cisco) configuration
checks/changes as needed. 
•	Implement and support new high end IP data and voice transmission while
meeting all Service Level Agreements. 
•	Investigate chronic and complex troubles using protocol analysis, network
diagnostic tools and engaging field technical assistance. 
•	Engage with process teams to develop and implement new process improvements
through documentation and training, which includes the identification of defects
in center procedures and the modification of work functions.



Network Integration Manager 
First person contact on all trouble related issues for designated large revenue
customers. 
•	Managed internal and external resources to resolve large-scale projects,
issues and outages.
•	Reported timely updates to customers, working with TELCO to resolve customer’s
T1 and ISDN problems.
•	Verify dial back up when T1 goes down to troubleshoot network outage.
•	Call Center environment working with customers on via phone or e-bonding to
isolate trouble in a timely manner. 
•	Monitor customer’s network performance, bandwidth, polling, and utilization.
•	Monitor network with on line monitoring system using Netscope, CTP, ICORE 

Alliance Telecom Solutions/Project Manager	April 2001 – November 2003
•	Project managed full deployment of Telcordia Virtual Front Office (VFO) thin
client gateway application release 6.0 for ionex communications Call Center.
•	Development of Business Process Reengineering (BPR) using RUP methodology and
Software Configuration Management (SCM) processes.  
•	Gathered requirements and conducted gap analysis, validation, testing and pre
and post production support.  
•	Developed functional specifications and conducting UAT (User Acceptance
Testing) for new Remedy based universal ticketing system.
•	Developed supplemental training for Remedy based user interface system. 
•	Provided management, user and system administration training for new work
centers implementing the new Remedy based universal ticketing system.

KMC Telecom Regional Manager Network Operations	March 1998-May 2000 
•	Order Management facilitator for entire Network Operations division.  
•	Managed Local Service Requests (Resale to UNE, INP, LNP, PRI, BRI, and T1
CENTREX).  Processed orders for interconnection machine facilities and provided
Circuit Facility Assignments for DS3, DS1 (HDT) DS1 (HDSL) DS1 (OC3) and DS0.  
•	Manage provisioning workflow of design, cost analysis, circuit facility
assignments, ILEC processing, and ILEC installation through to customer premise
(CPE).
•	Worked with ATM and Frame Relay ensuring CLR/DLR delivery.
•	Supported System Designers, Engineers, and Coordinators, while providing
training, coaching, and developmental opportunities.
•	Manage transport, traffic, facility engineering, in multi-site environment
both internally and externally as it relates to billing, service installation,
and maintenance.