Justin Carrier
Merrimack,NH
Summary
Telecom technician with over 7 years of experience in 24x7x365 ISP operations, in both the NOC and the field. Experienced in customer network troubleshooting, customer support, monitoring, corrective design, project planning, and white glove customer escalations. Specialize in fiber optic networks (DWDM, dark fiber), consistently meeting and exceeding all MTTR goals. Accustomed to working with international stakeholders in different time zones.
Overview
7
7
years of professional experience
Work History
Control Center Technician, Exceptions
Bell Canada
05.2022 - Current
- Resolving escalated issues referred by stakeholders via ticketing systems, by email, and by phone
- Providing 24/7 support to field technicians for troubleshooting urgent repairs
- Performing root cause analysis of reported issues to discern and enact corrections, and document resolution
- Coordinating and documenting complicated repairs with clients, contractors, and internal stakeholders
- Training and mentoring of new team members
- Investigation and resolution of damage claims and complaints against the ISP and its contractors
Network Designer (contract)
Telecon Design
09.2021 - 03.2022
- Planned client circuit routes (GE Smallworld) and created preliminary project cost estimates (SAP)
- Drew survey plans for infrastructure teams, coordinated with civil engineering team to prepare permit requests
- Prepared final splice and cable construction plans with BOMs, and updated GIS inventories based on As-Built documents from construction teams
- Provided 24/7 technical support for field technicians on on-call rotation
- Maintained GIS network inventories, including permits and infrastructure plans for shared infrastructure (AT&T, Comcast, Bell Canada, other utilities, etc..)
Telecom Specialist (contract)
SNC-Lavalin
05.2021 - 09.2021
- Met with clients to define project goals, and worked closely with stakeholders to meet network modernization objectives within budget constraints
- Coordinated and conducted pre-design customer site surveys to validate site plans, identify existing infrastructure, confirm network upgrade plans
- Visited project sites during construction for QC and to monitor contractor progress
- Coordinated and performed exit site surveys to validate the conformity of contractor installations to customer requirements
OSP Telecom Technician
Bell Canada
05.2017 - 05.2021
- Troubleshooting and resolution of network issues with clients, network administrators, telecom engineers, and Control Center technicians to meet SLAs
- Coordinated contractors, both internal and client-side to complete repairs
- Resolved repeat failures and high-profile repairs as senior white glove technician (DWDM Network Specialist)
- Designed and delivered product training for clients
- Provided technical troubleshooting and problem solving for clients with installed equipment or system
issues
Education
High School Diploma -
Academy For Science And Design
Nashua, NHComputer Engineering Technology -
Nashua Community College
Nashua, NHSkills
- Monitoring and resolving customer issues through ticketing systems, emails, and by phone
- Analysis of network plans in GE Smallworld, ArcGIS (ESRI), AutoCAD, Visio, etc for troubleshooting
- Proficient with wide array of network monitoring software and test equipment, including OTDR
- Experience with Nokia/Lucent-Alcatel, Cisco, Juniper, Huawei, etc equipment and monitoring software
- Proficient in all G-Suite and MS Office products
- Time management in fast paced and high pressure environments
Timeline
Control Center Technician, Exceptions
Bell Canada
05.2022 - Current
Network Designer (contract)
Telecon Design
09.2021 - 03.2022
Telecom Specialist (contract)
SNC-Lavalin
05.2021 - 09.2021
OSP Telecom Technician
Bell Canada
05.2017 - 05.2021
High School Diploma -
Academy For Science And Design
Computer Engineering Technology -
Nashua Community College
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