SUMMARY

Telephone Field Technician with an extensive knowledge and experience servicing a broad range of
clients in the telecommunications industry. Career success combines advanced technical
knowledge from Executone and Nortel Key systems to Nortel’s BCM systems. Completed
ETA Certification for Fiber Optics Installer and Fiber Optics Technician on December 17,
2009. My main desire is to combine these certifications with the experiences and knowledge
in the Telecommunications field as an Installation/ Repair Technician. I have been
recognized for excellence in telephone client services, team work, and time management by
past managers.

EMPLOYMENT
HAMPTON ROADS COMMUNICATIONS 04/08-04-09: A locally owned telecommunications
company serving the Hampton Roads region of Virginia.
Preformed add, moves, changes and trouble calls on Executone, Nortel and Samsung product line.
BLACK BOX NETWORK SERVICES 07/78-09/07: A world wide Voice, Data and Hot Line Service
Provider.Began career with Jarvis Inc., which over the years, became Black Box Network Services
through various mergers, name changes and acquisitions.
Field Technician: Managed projects from initial customer contact and information gathering, through
programming, running cables, cutting over the new system, and fine tuning, while at the same time
running trouble calls.
Installation: Installed all Isotec phone systems from the model 18 thru the 96; all Excutone IDS phone
and voice mail systems from the 42 to the largest 3 cabinet 228 systems; voice mail VX2, VX3, EVX,
DVX and VXC. All Nortel key systems, CICS, MICS and BCM 50, 100 and 200; voice mail Flash, Star-
Talk and Call Pilot 100 and 150.I gathered all accurate programming information from the customer for
stations and advised on proper set-up and programming of lines and system, including T-1 circuits, ACD
and call accounting packages. Set up all voice mail boxes, class of service, auto-attendant and CCR
programming. Set up serviceable MDF and IDF’s cabling and jumper wires. Utilizing patch panels in
place of MDF is now the preferred method of connecting the phone system to the station cables.
Troubleshooting / Repairing: Highly competent diagnosing and resolving more complex problems and
issues in a timely manner. Do whatever it takes to resolve problem and do any clean up at a better time.
Determines if higher level manufacturer technical support is necessary and work with engineers to resolve
new and undocumented problems.
Equipment Maintenance: Performed routine maintenance and system back-ups on all IDS, Nortel Key
and BCM product lines. Performs back-up and restore using Colorado tape back-up on all Executone
voice mail systems.
Equipment Selection: Performed sales assist by meeting with customers, determined their needs and
made recommendations to enhance the business productivity for either short term or long term
expansions. Was able to explain how the voice mail system together with auto - attendant or custom call
routing could speed up call processing. I then passed information on to sales person for pricing.
Testing: Conducted tests to determine whether equipment, software, or procedures are operating as
expected. I made the necessary adjustments to programming or change out equipment if faulty or made
contact with the manufactures for possible software problems and if any up-grades, patches, or work
around are available. Tested all data runs with STM-8 Siemon Tester.
PC/Computer skills: Well versed in the use of PC’s, lap top connectivity for the majority of systems
serviced. Using Procom for IDS direct and remote access to make program changes, trouble shooting and
system program back- up and restore. Nortel MICS and NAM voice mail also uses software on the lap
top for direct and remote administration. Nortel BCM uses browser and IP addressing for admin.
Self motivated: Established goals, priorities and objectives, arranged work activities to achieve results
anticipated change and modified plans as needed, and all the while finding the most cost effective
approach.
Client satisfaction in the Telecommunications Industry: Successfully dealt with unhappy customers,
either originating from sales, installation, training, management or prior service technicians. Corrected
adverse situations and made customers happy made me the go-to-guy of all my branch managers.
Proactive in helping support internal and external contact to meet the company needs.
Training: Have strong training abilities with others, either one-on-one or group, user or admin to
technical.
Communication: Recognized as a valued team player, helping co-workers, and mentoring less
experienced employees.
Flexible: Willing to travel and/or work overtime to support the needs of the business, adapt well to
changing business climates
Recognition: Selected as first or second technician to be given the opportunity to attend new technical
classes and mentor/trained other technicians to get their hands on training before their going to classes.
Was able to gain much knowledge by working in the field on new products by working with software and
hardware design engineers to pin point and correct undocumented features on new products. I am always
willing to learn new systems and applications.
Selected for Circle of Excellence Awards for Field Technicians three out of five years it was offered.
Advanced from an installer, voice and data technician and progressed to Senior Field Service Technician.

EDUCATION / TECHNICAL CERTIFICATIONS

ETA Certified Fiber Optics Installer
ETA Certified Fiber Optics Technician
Nortel Companion Modular ICS XC 4.0
Nortel Compact ICS 2.0
Nortel Modular ICS 2.0 and Voice Mail 3.0
Executone VX2 5.0 Update
Virginia Beach School, Introduction to UNIX
Executone Intro to Data Communications
Virginia Beach School, Microft DOS
Executone VX2 Recertification Exam
Virginia Beach School, Introduction to Computers
Executone Infostar VX2
Stromberg-Carlson, CDSS
Isotec Technical
Training
Mitel SX 100/200
Isotec 96 Training
Rolm CBX