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Telecommunications / Network Operations Technician, with outstanding customer service relationships.  One who has extensive experience in technical success, spanning telecommunications, and network troubleshooting; resulting in proven success for streamlining operations, reducing cost and boosting profits. If outstanding Customer Service is a value for your company, I am the candidate you need on your Team.

Technical ProficienciesProject Coordination & Project ManagementPRI & BRI ISDN ServicesNortel Contivity Extranet Switches hardware/softwareVoice & Data networksTCP/IP services & solutionsLAN/WAN, VPNDS0 & DS1 circuitsMultiple router platforms: (Cisco, CVX, Juniper CLIs)Lotus NotesMS Office/ExchangeWindows 95/98/2000;Windows NT 4.0/XP

Work experience

Aug 2007Sep 2008

Project Coordinator

Responsibilities included: Receiving incoming service and installation requests from sales representative and customers. Procuring technicians using the budgeted group of technicians/sub-contractors to complete the project(s). Assists Field Technicians/Sub Contractors by setting up Site Surveys, Installations and Equipment removals from Customer/Client sites. Communications (with inside and outside vendors/customers/technicians/sub-contractors via phone, fax, e-mail). Ability to multi-task/Fast paced environment. Ability to communicate effectively under pressure. Organization skills/Attention to detail. Able to effectively troubleshoot over the phone. Ability to manage and prioritize deadlines. Ability to read and interpret technical manuals.   

Sep 2006Aug 2007

Head Custodian/Campus Manager

Lutheran Church of the Master (LCM)

Oversaw and supervised LCM property staff; coordinated projects for teams, including property, lawn care, property repair, and special projects.  Monitored & Managed the $119K Property Budget.  Collaborated with Building Maintenance Team to maintain three church buildings as well as one apartment building where missionaries and interns reside.  Coordinated building usage and reservations with LCM office staff.  Worked directly with contractors of HVAC, Boiler, Kitchen, Fire Alarm, Electrical, and Plumbing maintenance/repair.

Aug 2004Sep 2006

Senior Operations Technician

Provided repair support and service assurance for managed firewall and secure remote access customers.  Supported the provisioning team. Handled calls from a call queue and tickets from a remedy trouble ticketing system.  Orchestrated the replacements of defective hardware.  Served as the primary customer liaison for United Online Dial-up Internet service.  Provided high-level helpdesk technical support to Qwest customers from ticket creation to resolution.  Collaborated with multiple network operations teams in daily activities; interacted with customer-supporting vendors.  Delivered after-hours support for the IP security group, which included areas of Abuse Desk, Operations firewalls, and IDS. Resolved chronic glitches with BRI and PRI ISDN circuits; resolved complex network-related troubles while maintaining customer contact.  Orchestrated vendor meetings with field technicians; secured access to customer premise equipment.  Collaborated with internal support to resolve user issues and troubleshoot, align, and repair Adtran Total Reach DDS and ISDN 2B1Q Repeater and Power Modules. Able to read work orders that describe equipment failures, and they must be able to talk to equipment operators to determine what problems exist with the equipment. If the equipment has serious problems, technicians must be able to use schematic drawings and other written specifications to locate and repair problems.

Jun 2003Aug 2004

Network Engineer

TEK Systems (Contract)

Served as a member of the US Bank ATM Conversion Implementation Command Center (ICC), ensuring compliance with corporate standards for the configuration and software integration of branch lobby routers and switches.  Conducted the advanced router configuration of OSPF and RIP.  Provided technical direction for on-site surveys, installations, and conversions to field technicians.  Performed troubleshooting activities of infrastructure, hardware, and software.  Configured ATM sub interfaces in host routers.  Ensured the incorporation of new equipment into Cisco Works, Open View, QIP, and DNS creation.  Monitored the technical bridge between the IT environment, including NCC, Lobby Group, Engineering, AT&T, and WorldCom.  Verified device configurations before turn-up, tracking, and resolving issues found during pre-checks.  Collaborated with vendors on circuit issues as well as field technicians, branch managers, and AT&T Network personnel.


Feb 2009Present

AAS - In Progress

Currently enrolled in the College Prep courses and Prep for College Algebra. Starting classes in Fall Semester.

Feb 2009Mar 2009

AAS - In progress

I was a student at Rasmussen College at the Brooklyn Park campus. I was enrolled in the Information Systems Management AAS degree online program and I finished one quarter and moved to NHCC to complete my degree. I completed the Success Strategies and Computer Information Systems courses with a 4.0 GPA.

Apr 2002Sep 2002

CompTIA Certifications

Tech Skills Technical School

I attended Tech Skills Technical School and obtained both the CompTIA A+ & Network+ Certifications.

Feb 2001Jun 2001


Pace University (distance learning program)

I was enrolled in the Computer Applications/Information Technology Certificate program (online). I studied the Microsoft Office 2000 Suite and Basic HTML programs and 'graduated' with a Certification.

Jan 2000Jun 2000


I was enrolled in the Cisco CCNA Routing and Switching course that included:Network and TCP/IP Fundamentals, Router Configuration, LAN Switch Configuration, & WAN Configuration and Management. I took these classes while still employed at Qwest Communications.


Theresa Yniguez

Steven Hommel

Beth Darg


Network Engineer
* Served as member of ATM Conversion Implementation Command Center (ICC); ensuring compliance standards for all configuration and software were achieved. * Conducted advanced router configuration of OSPF and RIP, testing to ensure accuracy of system. * Ensured incorporation of new equipment in Cisco Works, Open View, QIP, and DNS creation.  * Monitored the technical bridge between the IT environment, which included excellent collaboration between TEK and their clients.
Telecom Network Monitoring
* Provided repair and service for firewall, ensuring secure remote access for customers was obtained. * Collaborated with multiple network operation teams; keeping lines of communication flowing. * Received incoming tickets from call queue and ticketing system for defective hardware; orchestrated the replacement part and/or resolution to the issue. * Delivered after-hours support for the IP security group, supporting areas for firewalls, helpdesk technicians, and customers.
BRI and PRI ISDN Networks
* Resolved chronic glitches with BRI and PRI ISDN circuits; resolving complex network-related troubles while maintaining customer contact. * Planned vendor meetings with field technicians; securing access to customer equipment on company premise. * Completed assigning internal staff to trouble-shooting, aligning, and repair Adtran Total Reach DDS, ISDN 2B1Q Repeater and Power Modules.  



FCC General Radiotelephone Operator's License

Federal Communications Commission

Dell Certified Systems Expert - Client SoftSkills & Tech Lead


COMPTIA Network+ Certified Network Technician


COMPTIA A+ Core Hardware & OS Technologies


Top Secret/SCI