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Ruth Dixon                                                                       Home: 310-675-9876  

Hawthorne, CA 309                                                                                                                                                               ruth@yahoo.com

QUALIFICATIONS

Ø  Network Management Specialist and Network Engineer with extensive background leading teams in Tier 1 / 2 / 3 data center support for clients in global environment.

Ø  Outstanding background in large, complex operations with expertise in critical data center and network operations, systems project management, telephony management, and processes/procedures oversight. 

Ø  Skilled in identifying operational initiatives and introducing policies and standards to exceed SLA’s.

Ø  Excellent reputation with business unit heads, management, vendors and IT groups; skilled in directing issue resolution and optimization projects across the network.

Ø  Known as inspirational leader and coach, highly respected by internal support teams.

Official Recognition:  Achieved only “Excellent” rating for personal performance at British Telecommunications El Segundo campus in 2010.

CERTIFICATIONS

Cisco Certified Network Professional, CCNP, Expected, March 2012

Cisco Certified Network Administrator, CCNA, 2008

COMPUTER SKILLS

Network Environment: Alcatel Lucent, Juniper, Cisco, Fujitsu, Ciena, Ericsson, RIs, T1, Private Lines, POTS, SIP, ATM, Frame Relay, SIP, VPN, Broadband IP, DataStream, ADSL, VOIP, Transmission Systems (MSH, UBB, SDH, SONET, PDH, TDM, DWDM), Switching (Marconi, Ericsson, Nokia, Lucent, Nortel)

Platforms / Systems:    Windows 2000/XP/Vista/7, Windows Server 2003/2008, UNIX, Linux

Software & Tools:        Ciena Core Director Network, Citrix (CCOR,NSM), Big Brother, UDI, I Glass Networks, SolarWinds, ACSR-CSG, COA, Workforce Express, ICOMS, Telecordia, HFC-EM, Spectrum, Archer, Path Trak, Cheetah, Darwell, NPS, TTK-Navis Voice Activation Manager, Cable Data, MS Office Suite, DPET

PROFESSIONAL EXPERIENCE

BRITISH TELECOMMUNICATIONS (BT), El Segundo, CA                                 January 2009-November 2011

NOC Event Manager, 2010-2011

Directed team of 65 to support British Telecom network in the UK in regards to Power, Transmission, Voice, and IP Technologies.  Monitored/maintained standards and protocols, developed new processes, oversaw initiatives, and led critical issues and resolutions.

·       Managed high-level escalations, established issue ownership, monitored resolutions, and followed up with customers to ensure satisfaction; initiated further or corrective action.

·       Partnered with management, business stakeholders, and key IT personnel to determine project roadmaps and technical vision for initiatives; developed specific plans and goals and allocated resources.

·       Directed team in hands-on role to monitor/analyze infrastructure event information and identify issues/potential issues early; refined processes and developed recommendations for operations/platform teams and suppliers.

·       Managed all costs, including overtime, to control within budget; developed revenue opportunities and discovered/introduced cost savings and reductions; ensured best "value for money."

·       Audited critical accounts, payroll, and attendance with the UK Sr. Management team on a weekly basis; supported/collaborated with team on critical issues.

·       Hired, mentored, and motivated staff, identified areas for improvement, and initiated/led training programs; quantified corporate and individual performance goals and assisted team members in career development.

Key Projects:

-     Initiated ongoing improvement efforts; collaborated with teams on service level requirements and KPI's to recommend system and process enhancements.

-    Developed plan and led project to relocate and manage BT's United Kingdom network to the United States.

-     Identified/implemented key procedures and troubleshooting links to successfully ensure the center was meeting Service Level Agreements (SLA’s).

-     Created, introduced, and refined procedures for daily shift handovers to UK for beginning and ending shifts.

-     Directed technical rollout for 2 new lines of business; assisted/guided/led rollouts from initial planning stages to operational status.

-     Assessed operations, authored new job standards and position descriptions, and improved intra-team cooperation; lowered overtime in Q2/2011 by 3%

RUTH  DIXON                                        Cell: 213-321-9876 ~ ruth_dixon@yahoo.com                     PAGE TWO

BRITISH TELECOMMUNICATIONS (BT), continued

Network Engineer Level 1 – Event Management Technician, 2009-2010

Supported advanced network services for users and provided group design and product recommendations, evaluations, configurations, etc.  Maintained telecommunication and data circuits/vendors (PRIs, T1, Private Lines, POTS, etc.); technologies came from Alcatel Lucent, Juniper, Cisco, Fujitsu, Ciena, and Ericsson.

·       Monitored/troubleshot BT global communications networks, including multiple IP areas: SIP, ATM, Frame Relay, VPN, Broadband IP, DataStream, ADSL, VOIP (primarily Cisco & Broadband).

·       Managed traffic, maintained network infrastructure hardware, and conducted bandwidth analyses; applied software/firmware patches and upgrades.

·       Supported planning, design, and installation of telecommunication and network systems; performed analytical, technical, and administrative work.

·       Diagnosed issues and optimized systems, including Transmission Systems (MSH, UBB, SDH, SONET, PDH, TDM, DWDM) and switching (Marconi, Ericsson, Nokia, Lucent, Nortel).

·       Managed and updated network health monitoring and notification tools; maintained functionality and currency.

·       Documented network architecture and topology.

Key Projects:

-     Researched client issues and developed customized network/system solution.

-     As Lead NOC Technician, up-trained and re-trained team members; instrumental in assisting/leading department to achieve top standards in service reliability in 2009.

TIME WARNER CABLE, Elsegundo, CA                                                             March 1998-December 2008

RNOC PM Shift Lead Technician, 2006-2008

Led team of 15 in daily functions, delegated tasks, managed formal information turnover at shift end, and reported critical issues to management; supervised in absence of manager.

·       Reviewed nightly pending Change Managements, identified need for conference bridges, and assigned team members in support.

·       Reviewed CM tickets regarding proper updates and start & stop times as technicians reported in.

·       Monitored Remedy Egg timers to ensure each open ticket was worked; provided updates and escalated.

·       Managed Bulletin Board Posting and communications with the Care Bridge Team in a timely manner.

·       Took ownership of opening and facilitating repair conference bridges for all critical events, escalating issues, issuing timely voice blasters, and assigning ownership to proper fix agent or subject matter expert (SME).

·       Trained and mentored new personnel; motivated team members.

RNOC Technician, 2004-2006

Supported high-level network and systems operations for Time Warner Cable divisions and Regional Data Center in Los Angeles; provided first-line Network, Systems, Plant, Video, and Telephony surveillance and Trouble and Change management support.

·       Managed technical and operations issues across service lines in Hybrid Fiber Coax Networks, High Speed Data Network Switching / Routing, Sonet, Telephony and CATV.

·       Opened and tracked tickets, responded to end-to-end issues via phone, emails, and IM contacts.

·       Conducted Tier 2 telephony investigation, utilized diagnostic aids and tools, logged alarms, captured source issue/resolution; scheduled truck rolls for premise investigation.

·       Identified network signal degradation and indications of potential service affecting conditions.

CHSI Field Network Technician, 2001-2004

Supported/upgraded Comcast CHSI Network components and systems, set up PC operating systems (Mac and Windows), installed Ethernet devices, configured TCP/IP stacks, email, and newsgroups.  Managed file and print sharing for multiple computers.

·       Installed digital cable services as well as High Definition equipment and deployed Combo Installations (VIDEO AND CHSI) from aerial taps to home.

Cable Installer, 1998-2001

EDUCATION

Courses toward bachelor’s, Information Technology, University of Phoenix, Gardena, CA

Courses toward bachelor’s, Business Management, California State University, Dominguez Hills, Carson, CA

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