Problem "Turn-around time" – inability to hire specific technical talent in quantity and on short notice across a multi- tiered, technical support enterprise (due to increase in corporate clientele.) SPTP Solution Designed, developed and implemented a customized staffing plan across multiple interrelated technical support teams which focused on the entire IP Telephony service process from Circuit Design/Provisioning, Test/Turn-up, Router Management, and general connectivity troubleshooting and maintenance. Developed and coordinated delivery of technical support staff with regard to 1st, 2nd and 3rd shifts which included acclimation training. Developed partnerships and other affiliations with specific technical schools (various geographic locations), which enhanced the program?s effectiveness. Network Engineering Center locations included Piscataway, NJ, Dayton, NJ, Chicago, IL and Raleigh, NC. Client Benefit Increased responsiveness to customers; increased ability to maintain corporate customer service metrics; and increased effectiveness of key Client management to plan, build and implement corporate service strategy and initiatives. Technologies Supported/Skills Profile Configuration/maintenance/management of CISCO & BAY routers for IP services customer base, TCP/IP, Routing Protocols (BGP, OSPF, IGRP, RIPV2, EIGRP, and ISIS), IP tunneling/sub netting/addressing/routing, CIDR, Frame Relay DNS, network design and CBB/ARIN IP Policies, Circuit Design, MSOffice, Clarify, Remedy, NIPA, IPAT, IP Depot, SHOIS, ARACS, INSTAR, MOCARS, Fractional T1s/T3s/T45s/OC3s, CSU/DSU, Mutiplexors, HP Openview, CiscoWorks2000, certifications included CCDA, CCNA, CCNP, CCIE, MCSE, MCSE +Internet and CNA/CNE, BSEE or equivalent. Excellent communication, interpersonal and customer service skills, project management, workload balance, installation of dedicated wide area Internet connections from the company?s common backbone to various customer locations across the country, provisioning of dedicated links, ordering customer premise equipment, information gathering, identification of potential obstacles within the customer network designs, communication with various partners including network care agents and the AccuNet case team and technical support. Back to Infrastructure Overview |
||
|
||
|
