SUMMARY OF QUALIFICATIONS

§ 17 years experience in telephony, electronics, and computer technology

§ Graduate of RETS Technical Training Center, majoring in electronics, robotics, an
d automated systems (3.8 GPA)
§ Proficient in the installation and repair of electronic equipment
§ Proficient in the use of Avaya Definity PBX, and Audix Intuity voice mail system
§ Excellent customer service skills
§ Skilled in the use of the Internet and a variety of Microsoft-based and other sof
tware programs.
§ Adept with hand tools
§ Exceptional office management skills

ACCOMPLISHMENTS AND EXPERIENCE

AT&T (Previously USinternetworking)
ITO/TCSS Department
Annapolis, Maryland
Communications Specialist 2006 - Present
§ Completed the 800 number migration to AT&T, including the disaster recovery proce
ss, and Columbus switch upgrade.
§ Manage and maintain: the Avaya CMS database, Avaya Wallboard, and IDs for call ce
nters; the eCas call accounting database; hardware, software and systems install
ations and upgrades; cross-connections and cabling; changes to the switches and
voice mail systems.
§ Work with in-house employees on setting up different Avaya software programs on t
heir laptops; extend and test POTS lines for new client modems..
§ Troubleshoot end user issues and circuitry.

§ Perform other related duties including, but not limited to, providing daily statu
s reports, maintaining inventory, serving as the main contact for the telecom de
partment, traveling to remote locations for maintenance and MACs, assigning tele
phone numbers and voice mail boxes; reporting circuit and systems issues to vend
ors, serving as the in-house contact for the Data Center Operations and Security
Production Technician 2004 - 2006
Unitec Electronics
Hanover, Maryland
§ Fabricated access control systems, including wiring and installing PC boards, mod
ems, and accessories
§ Tested and troubleshoot for operational efficiency
§ Assured compliance with customer specifications
§ Provided for quality control
Technical Representative 2002 - 2004
SimplexGrinnell
Columbia, Maryland
(Reason for leaving: Layoff)
§ Installed and programmed SimplexGrinnell proprietary fire alarm systems
§ Installed sound systems in educational facilities
§ Repaired equipment according to customer work order
§ Maintained equipment, parts, and company vehicle
Customer Support Manager 2000 – 2001
TyCom Ltd
Baltimore, Maryland
(Reason for Leaving: Layoff)
§ Responded to customer service calls in a Tier One help desk environment
§ Determined customer needs through troubleshooting and escalation process
§ Initiated repair and return orders
§ Updated customer database and implemented emergency call processes
Cable and Service Technician 1997 -1998
Synergy Communications
Millersville, Maryland
(Reason for Leaving: Business Closed)
§ Determined customer cabling needs
§ Ordered necessary equipment
§ Installed various types of cabling on customer site
Cable and Telephone Technician 1996 -1997
Aerotek, Inc.
Hanover, Maryland
(Reason for Leaving: Contract Appointment)
§ Installed voice, data, and coaxial cable per job instructions
Purchasing Agent 1995 - 1
996
AES of Maryland, Inc.
Beltsville, Maryland
(Reason for Leaving: Inconsistent with career goals)
§ Maintained warehouse stock
§ Interacted with customers for counter and telephone sales
Service and Installation Technician 1993 -1995
Cellular Activation Specialist 1992 -1993
A TI Communications, Inc.
Beltsville, Maryland
§ Implemented telephone systems and voice mail
§ Trained customers on newly installed systems
§ Repaired, added, and relocated equipment
§ Maintained stock in warehouse
§ Activated cellular telephones
§ Resolved problems with newly activated telephones
Service Dispatcher 1991 -1992
TIE Communications, Inc.
Columbia, Maryland
§ Scheduled and assigned service calls