Customer Service Information Technology

WENDELL S. WHITE

816-***-**** **** Rockhill Road

ad6mxy@r.postjobfree.com Kansas City, Missouri 64110

https://www.linkedin.com/in/wendellswhite

TECHNICAL TRAINING/IT/TELCOM PROFESSIONAL

IT and Telecommunications professional with proven record of achievement in computer systems technical training. Solid abilities in leading and building teams and customer service. Excellent troubleshooter and persuasive communicator. A team player within all levels of an organization, and superior motivator with expertise in Administration/Operations

EDUCATION

MBA, Business Administration, University of Phoenix, Kansas City, MO.

BS, Information Technology/Visual Communication, University of Phoenix, Kansas City, MO.

AAS, Electronic Technology, DeVry Institute of Technology, Kansas City, MO.

PROFESSIONAL EXPERIENCE

SPRINT, Kansas City, MO JUNE 2017– Present

Telecommunications Company

Network Operations Technician

Provide technical support for Routing/Switch Network. Troubleshoot and support NOC environment including VOIP, CDMA, EVDO and LTE equipment vendors.

Experience with network protocols: TCP/IP, HTTP,HTTPS

Knowledge of platforms: Various routers and switches, VOIP. LAN, WAN

Diagnose and troubleshoot/monitor hardware, software system failures with switch techs

Knowledge of UNIX operating system and command structure

Knowledge of ALU, Ericsson, Nokia, Samsung wireless network structure

Utilize system tools: Netcool, TRAMS, SecureCRT

TIME WARNER CABLE, Kansas City, MO MAY 2016–MAY 2017

Telecommunications Company

Service Management Technician

Surveillance function for (Eyes on Glass) Client’s services (voice, video, and high speed data). This includes correlation of identified customer impacts of ongoing NOC-owned events and change management activities.

Troubleshoot and evaluate data using JIRA, RIO, and a variety of service management applications

Experience using UNIX commands to telnet, SSH, ping, traceroute to troubleshoot IP network.

Understanding of DNS, DHCP.

Utilize Remedy ticketing system to escalate network issues to next tier level.

UNIVERSITY OF KANSAS HOSPITAL - HIT, Mission, KS JANUARY 2016– FEBURARY 2016

Healthcare IT

Network Infrastructure Analyst (Internship)

Twelve-week internship in community college classroom in addition to on-the-job training in Healthcare Information Technology helping to analyze, test, troubleshoot, and evaluate existing network systems, such as LAN, WAN. Performed network maintenance to make sure network operated properly with minimal disruption.

Responsible for test and turn-up of related network elements

Resolved problem resolutions and completed proactive audits

Install and configure Cisco switches security settings and access

Execute backup for network data.

Performed hardware/software upgrades to various IP elements

Mounted Access points for each departmental floor for client’s wireless access

Provided implementation support at various site locations

CENTURYLINK, Gardner, KS NOVEMBER 2007– JUNE 2015

Telecommunications Company

Network Operation Technician II

Provisioned and maintained Analog/Digital Network, CenturyLink Broadband DSL network servicing internal and external customer. Including DS0 thru DS3 network.

Setup and support client equipment remotely on AFC (DLC), Calix HSI systems, Adtran (DLC), Fujitsu (FO Transport), and Alcatel HSI systems.

Programmed components within wireless network utilizing UNIX. Monitored and provided support for entire United States area.

Analyzed problems within network, tested and assessed cause, and provided information leading to customers receiving service in a timely manner.

SPRINT, Overland Park, KS JUNE 2005 – NOVEMBER 2007

Telecommunications Company

System Analyst

SME/Primary team leader of system analysts for 911 Cable Order Management providing updated data of customer emergency information to regional first responders.

Coached analysts to utilize SQL queries and other company applications.

Designed and coordinated training manuals for system analysts to complete projects

SPRINT, Kansas City, MO OCTOBER 2000– JUNE 2005

Telecommunications Company

Network Operations Technician

Provisioned and maintained High Performance Push-to-Talk Network servicing internal and external customer. Including VOIP and coordinating provisioning of DMS switches.

Experience with network protocols: TCP/IP, HTTP,HTTPS

Knowledge of platforms: Various routers and switches, VOIP. LAN, WAN

Provisioned and troubleshoot SS7 networks with field technicians

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