Benjamin_Williams_Resume_OCT 2016

Benjamin_Williams_Resume_OCT 2016

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  BENJAMIN WILLIAMS 924 BAYVIEWAVE OAKLAND CA. 94610 26+ YEAR TELECOMMUNICATIONS PROFESSIONAL Contact information Mobile: 707-561-1168 Email: [email protected] LinkedIn Profile: https://www.linkedin.com/in/benjamin-williams-7a220a16 Education/Certification CCNA (2005) Fiber Optic Master Certification (1996), Lucent Technologies Training Facility Advanced Telephony, Network Architecture & Equipment, Bell Laboratories (1992-1996) A.S., Electronics & Computer Technology, HEALD Institute of Technology, Martinez, CA (1990) GPA 4.0 B.S., Psychology, California State University at Hayward (1989) GPA 3.5 Skills/Expertise Project Management /Service Delivery expertise Customer relations / Communication expertise Engineering and Technical expertise Experience Pacnet USA/ Telstra Global San Francisco Ca. 07-2014 - Present Global Service Delivery Manager/Service Delivery Specialist The Service Delivery Specialist is responsible for the overall service delivery and service assurance experience and outcomes for their customer(s).  Performs work that is directly related to the general business operations of our customers, with respect to their Service Delivery and Service Assurance components.  Acts as a single point of contact to advise our customers of all Service Delivery and Service Assurance issues.  Uses discretion and independent judgment regarding all aspects of Service Delivery and Service Assurance.  Has authority to affect and implement operational practices.
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   Liaison withthe designated customer representatives and the Telstra service team(s) to maximize adherence to the agreed requirements.  Build and enhance the relationship between Telstra and the customer at an operational and service level.  Act as a liaison point between the customer and Telstra for delivery of Telstra services.  Assist with escalations and the ongoing management of Telstra and contracted third party services to Telstra, provided to the customer.  Lead meetings with the account team/service team and the customer relevant to the service delivery and service assurance performance of the customer services Telstra provides (service reviews, strategic account reviews, quarterly business performance reviews).  Manage specific billing enquiries as needed and resolve for the customer.  Ensure any reporting for the supply of the services is generated and provided to the customer within agreed timeframes.  Liaise with and assist Project Management as required for the delivery of new services.  Management of outages during business hours including escalations on behalf of the customer. · Ensure customer service levels within the nominated account(s) comply with contracted service commitments and take action to address anomalies. · Be able to create a customer centric environment, substantially increasing customer satisfaction and improved business measures and revenue. · Be able to build effective customer relationships as a way of influencing customer service and customer advocacy. · Be able to win stakeholder support and to be able to engage the right people in the right way to get outcomes for our customers. · Be able to recognize and apply the skills and knowledge of service management concepts and disciplines. Core Capabilities / Technical Skills Technical Descriptors Business Partnering Aligning suppliers to customer needs and driving performance for their customers. Commercial Acumen Look for ways to better provide customer services in ways that ensure profitable service delivery. Driving Change Continuously look for ways to better serve their customers and engage with the Telstra business to deliver this to their customer.
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  Strategic Thinking Planning ahead,anticipating the customer needs and work with account teams for planning for the future. Coaching Being the mentor for feeder roles to develop talent and mentor future successors. Qualifications/experiences · Experience in the operation and maintenance of telecommunications networks. · An understanding of GES ordering, billing and assurance systems. · An understanding of the processes involved in managing service requests within GES. · Proficient with Telstra SOE applications, in particular Word, Excel, PowerPoint, MS Project. · PC skills, including the ability to quickly adapt and provide input to the design of new applications. · Proven ability to manage multiple tasks to critical deadlines. · Initiative, commitment and drive in providing excellent customer service. · A high level of interpersonal skills. · A strong commitment to working in a team environment. · Process and business writing skills. · Manage current policies and procedures concerning all aspects of project management and service assurance, with the ability to formulate and drive future development. Virtus Communications Phoenix AZ. 07-2013 07-2014 RF-Transport Engineer/Project Manager Planning, design, utilization, and forecasting for the physical network transport facilities and RF implementations and Modifications including; Access, Long Haul, Inter-office, Local Loop, Microwave and Ethernet and Metro SONNET Ring facilities.  Provide input and analysis for the business case for new optical rings.
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   Assesses business,regulatory, product, technical and deployment requirements and develop the technical architecture and implementation solution.  Allocates circuit facilities assignment (CFA) for various bandwidths and updates the transport database according to the National Standards (NRM).  Working with technicians to configure RF network for optimal reception and modify network for maximum efficiency.  Troubleshoot and resolve reception issues.  Generate and provide network configuration documentation for network upgrades.  Work with technicians on maintenance window network modifications.  Analysis and audit on carrier performances and bandwidth utilization for a 6-month to 18-month period for specific geographic areas.  Engineer design packages for project related activities.  Develop technical migration plans and acceptance test criteria. Develops test and trial plans for new transport placement. T-Mobile, Concord, CA (3/2011 5-2012 Transport Engineer/Project Manager (Contract) Planning, design, utilization, and forecasting for the physical network transport facilities including; Access, Long Haul, Inter-office, Local Loop, Microwave and Metro SONET Ring facilities.  Provide input and analysis for the business case for new optical rings.  Assesses business, regulatory, product, technical and deployment requirements and develop the technical architecture and implementation solution.  Allocates circuit facilities assignment (CFA) for various bandwidths and updates the transport database according to the National Standards (NRM).  Cross-functional and technical leader within T-Mobile's Data Network and Services team that develops and documents systemdesigns for Service Delivery eco-systems and leads the implementation of those designs into T-Mobile's production enterprise networks.  Develop planning documentation for the Transport Engineering team.  Develop Methods of Procedure, Standard Operating Procedure, Network Project Progression Plans and Best Practices. Creates  Engineer design packages for project related activities.  Develop recommendations for new designs and products, cost reduction mechanisms, and methods to increase efficiency.  Provide cross-functional interface to other organizations to assist in the development of process efficiencies, design implementation and corporate cost saving initiatives.  Conduct analysis and provide data of transport Cost efficiencies; Billing, Audits, SLA enforcement, Request for Proposals (RFPs), Contract Support and any analysis required for Planning, Design or Optimization.  Analysis and audit on carrier performances and bandwidth utilization for a 6-month to 18-month period for specific geographic areas.
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   Develop technicalmigration plans and acceptance test criteria. Develops test and trial plans for new transport placement.  Tiered support for issues to other technical team members during implementation. Duties and Responsibilities  Designing, implementing, and integrating new service-related projects into the T-mobile network.  Drive efforts across T-Mobile to collect requirements for delivery ecosystems and service platforms with various business, design, development and operations teams  Interpret acquired requirements and architecture in order to synthesize requirements and drive the development of appropriate designs for technology introductions  Drive the RFI/RFP process and vendor evaluations, development of service platform standards, testing of vendor solutions in the lab, lead technical discussions, and make recommendations for key service technology initiatives  Develop detailed design specifications and plans including: implementation, testing and back out procedures for service technology deployments, upgrades and modifications  Identify opportunities within the on-boarding process and prepare transition documentation  Coordinate and lead FOA and SOA activities for Service Brokering initiatives.  Evaluate new and emerging platform technologies that will serve as business enablers or drive revenue leveraging existing enablers  Manage suppliers and conduct vendor product comparison, analysis and recommendation GLOTEL, Pleasanton CA (12/2010-1/2011) Project Manager AT&T Mobility (Contract)  Managed a single project or group of related projects (market transport implementation program for T1, SIAD, Ethernet, New Sites, additional carrier launches, CNR Processing, and Market Ordering Program Coordination, High Utilization Resolution efforts) from initiation to full implementation, at the direction of the PMO office and CPDO leadership,.  Analyzed project criteria, progress and short comings and drive and escalate to delivery. AT&T Mobility, Walnut Creek, CA (11/2010-12/2010) Circuit Design Engineer (Contract)  Design and facilitate T1, SIAD, Ethernet, New Sites, additional carrier launches.  Build Ethernet paths and provision transport equipment for use by AT&T Mobility. Wells Fargo Circuit Management Systems, San Francisco, CA (5/2008-1/2010) Systems Engineer (Contract)  Managed global carrier coordination, escalation, installation and create documentation for the various teams in Corporate and Data Center Operations  Worked with L2/L3, TCP/IP & IP Routing Protocols - RIP, EIGRP, OSPF and BGP
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   Engineering ofVOIP at Wells Fargo Sites, Voice and video over WIFI and Cisco IPT infrastructure products.  Manage MPLS data migration and Data merger with Wachovia.  Authored MOP (Method of procedure) documentation for maintenance and upgrades.  Worked closely with Legal, Contracts, Billing, Network Engineers and project teams to insure the overall carrier ordering, implementation and provide documentation for the entire circuit life-cycle process. Includes: communicating carrier provisioning/install lead-times  Negotiated with carriers on contract pricing and terms for voice and data services supporting our corporate offices.  Updated and maintained the circuit database in addition to all other tools, resources, and reports which track and maintain site and network voice and data information.  Tool and technology process assessment.  Identify, develop and prioritize recommendations for strategic and tactical improvements to process and operations.  Scan market, and evaluate existing tools and technologies (e.g., functionality, automation, reliability, accessibility, workflow, reporting capabilities, enhancement potential and requirements, etc).  Identify systemconstraints, deficiencies and gaps, to propose improvements regarding network merging with new acquisitions, adding/decommissioning/retiring circuits, and the design and modification of hardware & software.  Coordinate voice and data integrations with new business acquisitions. Volt Telecommunications, San Francisco, CA (4/2007-5/2008) Certification Engineer (Contract) AT&T FTTN Fiber Project  Create and calibrate test procedures for fiber optic transmission.  Design and modify hardware and software for certification testing.  Single point of contact for South Bay test region.  Advanced field support for testers.  Load balancing and recommendations.  Certify equipment compatibility.  Create splicing documentation.  Create specs and drawing for subcontractors. Verizon Business, Sacramento, CA (12/2006-3/2007) Network Capacity Planning Engineer (Contract)  Verify accuracy of network DS3 and DS1 assignments using Verizon internal systems and interfacing with LEC systems and billing.  Report inaccuracies to internal Verizon entities that verify disputes and recoup lost revenue. Forecast future network expansions and order additional network capacity.  Write site installation instructions and Methods of Procedures.
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  Telpro Technologies, SanRamon, CA (7/2006-10/2006) Corporate Recruiting and Training Manager  Technical Consultant and Technical Advisor to Chief Operating Officer.  Recruit, interview, and offer hiring recommendations for applicants in the administrative, billing, area management, engineering, or other corporate or technical functions.  Create hypothetical scenarios to evaluate applicants’ ability to prioritize and resolve complex technical and business issues.  Conduct advanced technical training on communications systems, equipment and processes. Comcast Cable, Pittsburg, CA (8/2005-6/2006) LMC Engineer III  Conduct network stability maintenance, trouble ticket handling, problem isolation, monitoring, troubleshooting, resolution, preventative maintenance, and quality assurance activities to facilitate and ensure high network availability and reliability of all Comcast services.  Develop, maintain and provide broad technical and operations expertise across service lines and focused expertise in: Power Engineering and retrofits, Hot Cuts (Equipment integration on working networks), Hybrid Fiber Coax Networks, High Speed Data Network Switching/Routing, ATM, Sonet and Fiber Rings , Ethernet applications, Telephony, Cable.0020,  Advanced network Capacity planning and configuration of Cisco Routers and other equipment. Proactively monitor network for signal degradation and indications of potential service affecting conditions. Support Maintenance dispatching including outage investigation. AT&T, Pleasanton, CA (3/1999-5/2005) Senior Communications Engineer -Nodal Services  Engineer, provision, install, test, turn-up and maintain T1, T3 facilities and VOIP platform.  Direct interaction with business customers and vendors.  Managerial Experience with large scale projects.  Advanced ad-hoc troubleshooting and re-engineering.  Direct access to the entire AT&T communications network, including ISDN, SDN, ADL,VOIP, Lucent Technologies DACS IV, 5ESS, 4ESS, Nortel DMS 250, Tellabs Titan, SONET Ring design, RF support, Atoll, Non intrusive testing and equipment integrations on working networks and systems, Cisco routers, network gateways and other network elements.  Track T-Carrier/Fiber/Optics/Hi-Cap System/Pair Gain troubles.  Interpret computer print outs, schematics and test data.
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   Inputs andverifies routing translations and charging translation for various switches.  Performs surveillance and monitoring of all switch and transport networks.  Provision inter-office facilities. Lucent Technologies, Rocklin, CA (10/1990 -3/1999) Senior Communications Equipment Technician  Install and maintain AT&T network equipment including switching, transmission and power.  Assist engineers with pre-installation capacity issues.  Troubleshoot and repair existing network problems.  Direct short interval, high-capacity network upgrades.  Provide rapid recovery for service outages.  Technical lead for multiple installation sites and rapid interval jobs.  Managed multiple crews and multiple sites simultaneously.