Western Michigan University

Olivet College

Network Engineer  AT&T - M.A. Security+ ITIL V3

Baltimore, Maryland, United States

Provide WAN support as an onsite dedicated technician at the UNITED TECHNOLGIES data center. Provide network support to resolve all issues in the AT&T dedicated network for voice and data. Monitor and troubleshoot router issues within the UTC network and provide technical assistance to the UTC team.

AT&T

Network Administrator for UTC WAN

Customer Technical Advocate in a Dedicated, Single Point of Contact Maintenance Center/NOC for high profile clients.  Tasked with resolving maintenance issues on the CITIGROUP, TRAVELERS and GE networks. Manage repair on demand by providing tier 1 support and engaging and consulting Tier 2 and 3 support and escalations to the leadership team.  Integrating Legacy networks with ETHERNET and VOIP services. Utilize NETSCOPE, ICORE and LOOKING GLASS to resolve layer 1,2, and 3 issues on the network.Partner with vendors such as VERIZON, AVAYA, IPC, and LECS and CLECS to isolate and repair layer 1, 2, and 3 issues within the network. Engaging management teams from Vendors to resolve chronic issues. Tier 1 tech support for ISDN, FRAME RELAY, SDN, VOIP, ETHERNET, MPLS and VPN service offerings from AT&T. Subject Matter Expert for voice troubles on the PSTN. Monitor data in detail through STAMPS protocol monitoring and call tracing tools.Partner with overseas vendors in India, Europe South America, and Canada to expedite repair on international Circuits.Tier 1 support for multiple services including Gig E/Ethernet, T-1, IP over frame, Sonet, Frame Relay, Switched and dedicated Voice. and Software Defined Network Dedicated to the Citigroup, General Electric,Traveler's networks World Wide. Currently integrating legacy networks with VOIP and MPLS architectures.

NETWORK OPERATIONS

Managed billing and pre-service ordering for voice accounts for the State of West Virginia, the Commonwealth of Virginia the Ingersoll Rand Corporation, and the Unysis corporation. Managed the ordering process for implementing toll free services, adding locations for billing and PIC and Resporg issues. Resolved billing disputes at meetings in person and by conference call. Assured accuracy of bills and monitored the ordering process through bill post and verification of service by the clients.

Account Management

Telemarketing to set appointments for Security System surveys. Moved to the front office to provide sales support to the Security Specialists and to maintain monitoring personal security information for clients including various embassies in the District of Columbia and private residences in the Washington DC metro area. Set up security monitoring profiles and coordinated private security information with local police departments and other official security offices.

Richard Griffith