Results-driven Network Engineer & Manager eager to contribute extensive technical, analytical, and leadership talents toward supporting a dynamic organization in optimizing bottom-line performance.

 

 

         Offering more than a decade of experience in administering voice/VoIP and data networks with expert abilities in troubleshooting and resolving network events from a remote location (NOC).

         Diligently maintain unparalleled responsiveness to critical business needs, ensuring first-rate customer satisfaction and SLA compliance through continued communication and cooperation; significant experience in directing 80+ personnel among 24x7x365 operations.

         Excel in monitoring all network activity to ensure availability of services, and gathering data and providing in-depth reports which support availability management.

         Outstanding capabilities in scrutinizing, diagnosing and promptly rectifying complex technical errors and issues within carrier voice, optical, and enterprise data spaces.

         Excellent interpersonal, organizational, problem solving, and documentation skills.

         Combine veracity, sharp prioritization skills, and a team player work ethic toward consistently meeting or exceeding employer and customer expectations.

 

 

Nortel Networks, Raleigh, NC 1999 to Present

Automation Engineer (2009 to Present)

         Steadily advanced through a series of promotions based on proven technical acumen, performance, loyalty, and leadership expertise.

         Spearhead efforts to automate functions where possible to reduce costs and enhance efficiency.

         Within first two months in role, reduced alarm volume entering NOC by half, saving countless man hours managing alarms and expediting responses to actual customer network events.

 

Manager Network Operations, Tier 3 (2006 to 2009)

         Applied dynamic supervisory skills toward directing, managing, scheduling, and evaluating team of up to 25 Tier 3 engineers charged with ensuring 100% satisfaction for 75 to 110 customers.

         Proactively supported sales and business development activities by creating compelling and informative presentations for existing and potential customers.

         Played a pivotal role in winning $10M deal with large carrier customer.

         Demonstrated exemplary communication and interpersonal skills in traveling to customer and prospective customer sites, assessing and identifying needs and concerns, and promoting company services and solutions.

 

Continued

 

 

Yyyyyy x. yyyyyy ~ Page 2 of 2

 

Professional Experience continued

 

         Led transition from Tier 2 operating model to a Tier 3 with no impact to customer service or deliverables.

         Served as Acting Senior Manager over NOC operations as needed, driving 24x7x365 business operations inclusive of escalations from customers and internal account teams and ensuring appropriate yet cost-effective staffing to meet customer demands.

         Partnered with management team in major project to transfer specific tasks to a low-cost country by devising plan for training employees abroad.

Analysis / Tier 2 Engineer (2004 to 2006)

         Successfully met or exceeded 5 9 s (99.999%) reliability on 10 Class 5 DMS carrier switches for RBOC Long Distance Carrier, exhibiting proficiency in network administration including SS7, clocking, transport, and switch.

         Industriously investigated all service-impacting events and network anomalies, provided in-depth analysis to customer, and reported events to FCC in accordance with policies and procedures.

         Provided 24x7x365 on-call support for all service-impacting events on customer network.

         Relied upon to ensure strict adherence to customer SLAs by attending monthly meetings and providing swift corrective action as needed.

         Participated in transitioning 6 of 10 customers switches from TDM to VoIP platforms, providing recommendations during cutover related to translations that saved approximately 2,000 man hours for customer translations team.

         Provided 24x7 coverage during Hurricane Katrina requiring exhaustive efforts to save customer switch, optimize continuity through storm and aftermath, and assist in re-routing traffic from switch to reduce congestion.

 

Surveillance Engineer (1999 to 2004)

         Exercised outstanding critical thinking and troubleshooting capabilities to monitor customer network for real-time alarms and events, respond accordingly, identify outages, and rapidly restore service.

         Navigated efforts to meet or exceed all customer SLAs and ensure 100% satisfaction.

         Prepared complete documentation related to trouble tickets to ensure compliance.

         Expertly monitored equipment such as Nortel DMS switches, Tellabs DACS s, Nortel OC3, 12, 48, and 192 optical equipment, Nortel and Cisco routers and switches, and Juniper routers.

         Leveraged a collaborative work approach in creating and administering training classes to peers, compiling helpful job aids, and posting to website for department to use as needed.

 

 

Wake Tech Community College, Raleigh, NC, 2001

Associate s Degree in Telecommunication Network Engineering

Key courses: Networking, TCP/IP, Routing Protocols, Microsoft, and UNIX

 

Completed extensive continuing education in computer technology.

 

 

 

 

 

 

 

Date

 

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging career opportunity in an IT management capacity and am submitting my resume for your review. In advance, thank you for your time and consideration.

 

As indicated in the accompanying resume, I bring to you a considerable background in the information technology and telecommunications industry with specialization in network engineering, project/team leadership, technical documentation, and managing 24/7/365 support operations for key customers. To complement these qualifications, I offer a strong blend of resourcefulness, organizational strengths, analytical skills, and management acumen which should prove instrumental to your company s success.

 

As a proactive contributor to your organization, you will find me to be a diligent professional and stellar leader committed to supporting you in achieving your objectives through an impressive work ethic and dedication to customer satisfaction. I am confident that I am an ideal candidate for this role, and look forward to interviewing with you in the near future.

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy

 

 

 

 

 

 

 

Date

 

 

Interviewer s Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

It was a pleasure (speaking with you/meeting with you) on [insert date here]. I would like to take this opportunity to thank you for the time you spent with me, as well as to express my appreciation for the information you offered. I am still very interested in the systems administrator position, and I am convinced that it is the right job for me. I feel my background and qualifications prepare me well for the challenges and responsibilities we discussed.

 

The position as you described it to me would combine my strong skills in [insert two skills or qualities here]. This would allow me to make the same valuable contribution to your organization as I ve made to my past employers a win-win proposition for both of us.

 

(Choose one of the two paragraphs below, depending on whether or not you have, or have not yet, interviewed with the person)

 

(I am eager to meet with you in person to further discuss my background and qualifications. Please feel free to contact me at the above phone numbers so we can continue the discussion we began over the telephone.)

 

(Again, thank you for considering my qualifications. I enjoyed our talk, and am available at any time to provide you with any more information you may need. I look forward to hearing your decision.)

 

Sincerely,

 

 

 

Yyyyyy x. yyyyyy