Rick Townsend

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Work experience

Work experience
Mar 2011 - Present

Specialist-Network Design Engineer+

AT&T Coporation
  • Explained technical inquires regarding cloud infrastructure and software applications for the AT&T Hosting & Application Services department via phone, team and personal email, Q Enterprise Messenger
  • Extensive experience with communicating  with upper management on Severity Outages
  • Contribute to planning associated with the enhancement and documentation of Cloud Services
  • Collaborate with Labs, Sales and Product Management teams for development and client support
  • Coordinates and interfaces with internal and external customers to ensure service commitments are met
  • Training department staff (new hires) to use cloud tools and services and mobile (hosting) applications efficiently 
  • Selected to conduct interview process for all cloud tier 1 new hires
  • Assisted with AOTS Remedy Ticket “Clean Up” Project - Reduced AOTS ticket queue by more than 50% in 3 weeks by delegating responsible agents to review opened and aged tickets. 
  • Collaborating with cloud project management to develop and support a new cloud service called AppDirect
Jun 2009 - Mar 2011

CS OPS – Sr. Specialist

AT&T Mobility LLC
  • Directly interfacing with the AT&T business and consumer customer base via telecom system.
  • Diagnosing and providing a path to resolving data service inquiries related to GPRS/EDGE/UMTS/SMS/MMS devices including but not limited to PC Wireless Cards, Windows Mobile devices, RIM devices and GSM/UMTS handsets.
  • Diagnosing and providing a path to resolving GSM/UMTS voice issues.
  • Interfacing with local team management and internal and external partners.
  • Multitasking through multiple systems while troubleshooting with customers.
  • Accurately tracking all interactions via web interface.
  • Achieving great call quality scores and center metrics  including average handle time and customer availability as well as schedule adherence and conformance.
  • Recently seletected and participating in Nss Voice Internship program to increase knowledge of how voice interfaces with the AT&T Network
Sep 2003 - Oct 2008

Marketing Database Specialist

  • Answered technical questions regarding database and software applications for the Marketing department via phone, team and personal email, IBM instant messenger.
  • Level 1 and 2 support for IBM Americas Marketing Intelligence.
  • Addressed the overflow of incoming calls and emails 35% by creating and maintaining a team website. Which posted the latest outages, recent news, FAQ's, and hints/tips for IBM users.
  • Investigated issues reported by users and vendors in a timely and efficient manner.
  • Trained department staff(users) to use database and applications efficiently.
  • Contributed in the remodeling of the new Call Tracking Database that is now being used to communicate between all support teams in tracking user questions and issues.
  • Created documentation on database and software policy and procedures.
  • Managed DASD space on main Marketing Db with the purpose of keeping the size of UDT's (UserDefined tables) under the maximum threshold for the Db.


2002 - 2004

Diploma Web Development and Business Programming

1999 - 2000

Computer Learning Centers




Visual Basics for Applications, Dreamweaver, SQL*PLUS, MS Office, AOTS Remedy, BRIO, SAS, QMF, VizGEMs, Nagios, Topaz, VMware  vSphere Client,  PUTTY, EFMS Salesforce.com,TSAM, Maximo, V-Center


 Oracle 8i, MS Access, DB2 8.1


HTML, DHTML, XML/XSL, Java, JavaScript, PL/SQL, Visual Basic