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40309 New Hampshire Ct., Raleigh, N. C.
27616 Home: 919-878-9876 - Cell: 919-618-1230 : carliemillard@gmail.com
Career
Overview
Senior
Engineer and Manager Delegate in the Nortel / Genband Global Emergency Recovery
Operations Center, providing outage recovery and other technical support
functions for Telephone Operating Companies world wide.
Extensive
background in Customer Service, Technical Support of Nortel TDM and VoIP
networks. Certified Nortel DMS-10 Technical Training Instructor.
Qualifications
Technical Support / Customer Service
|
Certified
Nortel Networks Technical Instructor
|
|||
Extensive background in Nortel DMS
10/100/CS2k
|
Installation,
Maintenance, Software Patching
|
|||
Digital Switching Systems
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||||
Technical
Skills
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||||
Skills
|
Experience
|
Total
Years
|
Last Used
|
|
Customer Servicer - Technical Support
|
Extensive
background
|
15
|
May
2011
|
|
in
Nortel DMS
|
||||
10/100/CS2k
Digital
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||||
Switching
Systems
|
||||
Computer Skills
|
Microsoft
Office Suite,
|
15
|
May
2011
|
|
Clarify
and Salesforce
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||||
Ticketing
Systems
|
||||
Accomplishments
Successfully
maintained contractual SLA's for customers globally.
Satisfied
required objectives to support the Global Emergency Recovery Operations Center.
Maintained excellent Customer Satisfaction Ratings for delivery of Technical
Training courses.
Certifications
Certified
Nortel Technical Training Instructor
Certified
Six Sigma Green Belt.
Actively engaged in training for CompTIA A+
certification.
Work
Experience
Senior
Engineer/Manager Delegate - Global Emergency Recovery
March
1997 to May 2011
Nortel
/ Genband –
Research Triangle Park, NC
Provided
recovery of outage and service degradation situations for global customers to
meet contractual SLA requirements.
Primary
duties included but were not limited to: Providing global in-service total
outage and loss of redundancy support for Nortel and Genband equipment.
Developing and implementing action plans to resolve equipment issues. Fully
documenting all recovery activities, including time lines, to the levels
required by external product groups, including company Executives.
Updated
Duty Manager on any situations requiring internal management escalation and/or
special handling of “Hot” issues. Maintained customer contact and follow-up to
ensure equipment was operating normally before closing the issue. Provided
basic IT support to fellow Team Engineers on laptop and desktop equipment.
Mentored less experienced Engineers and collaborated with all Engineers in a
fast-paced, high-stress, team environment.
As
the Manager Delegate, responsible for drafting alerts & reports to Senior
Management, escalation of outages to Support & Design Groups and to fill in
as required for the Duty Manager.
Other
Experience
Senior
Specialist Technical Education - Instructor /Developer Nortel Networks -
Raleigh, NC
Primary
responsibility was the delivery of Technical Training courses for Nortel DMS-10
switching systems, including Hands on Maintenance, Translations, Engineering,
CCS7, Operational Measurements and Installation and Cut-Over. Responsible for
delivery of Nortel MTX Technical Training Courses including Introduction to
Cellular, Introduction to Map Courses and Cell-site Database.
Maintained
classroom A/V equipment and Captive Lab Switches.
Traveled
worldwide and provided training to various telephone company personnel.
Technical
Instructor I & II
Northern
Telecom - Raleigh, NC
Delivered
DMS-10 maintenance courses. Also responsible for maintenance of the captive
labs and ordering the necessary replacement equipment.
Technician / Manager
I.T.T.
Telecom / Alcatel – Raleigh, NC
Started
as a Span Line Equipment Tester. Promoted to Technician and then to Engineering
Technician on the D448 Channel Bank design project. Moved to the Lead
Technician and was promoted to the 3rd Shift Test Department Manager
responsible for testing the TR-303 Line Concentrating Equipment and the 1210
Digital Switching Products.
Education
and Training
ITT
Technical Institute
Ft.
Wayne, Indiana
Electronics
Engineering Technology
A.A.S
Nortel
Networks Technical Training: Completed courses in
the entire DMS-10 curriculum, the entire DMS-MTX Cellular curriculum
(including Supernode & SNSE maintenance with an emphasis on translations
and cell-site database) , SS7 Translations, STP, SPM, TOPS, Operator Services,
Engineering, Maintenance, Installation, VO/IP, ATM, Frame Relay, SMU, SMS SLC
96, XA-Core & Succession Networks.
Kepner-Tregoe
- KT Resolve workshop: Completed workshop to
learn rational process concepts for improving personal effectiveness and
improve my ability to manage customer problems and escalations.
Completed
08/2008
Genband Technical Training: Completed
Basic maintenance training on Genband C3/8000 Media Gateway and G9
Converged Media Gateway with emphasis on outage recovery. Also completed CBT
introduction to G6 Universal Media Gateway and S3 Session Border Controller
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