Gil Hale 19 New York Avenue Baldwin ,New York 11510 Contact: 516.771.1272, Cell 516.729.4487 newyork64@verizon.

net

Summary My primary function was to provide the lowest MTTR time possible by providing tier I and II technical support for network equipment failures, customer trouble reports and equipment degraded conditions. Telecommunications voice and data Network Manager experienced in most Nortel Network maintenance and Central Office environmental alarm responses. Led team of technicians with providing technical support and development. Operating systems used included Sun Solaris,Lotus Notes and Microsoft to monitor and administer network maintenance and technical support. Skills Proficient in Nortel DMS-100(TDM) switch translations (including Line feature and trunk translations and E911 trunking and Public Safety Access Points (PSAPs)). XA (front end) core maintenance ,Office data backup, Succession Switch ,VTOA MDM (Voice Trunking Over ATM) access and maintenance, (IEMS) Integrated Element Management System for Softswitch maintenance. AE (Abnormal Event) creation and management for FCC reporting, Trouble ticket creation and handoff to Central Office and Field locations,TIRKS (Trunk Inventory Record Keeping System) word documents and circuit details. Also have intermediate knowledge of Interoffice facilities (Transport), T1,T3, STS1 and STS3 and SONET. Administration for Central Office Technicians. Intermediate level Microsoft Word, Excel and Powerpoint . Intermediate knowledge of routing protocols RIP,OSPF,BGCP,TCP/IP,DHCP,DNS, and SQL queries.

Career Objective Providing a high level of technical support and customer satisfaction gives me a feeling of pride and joy. I feel that success is a function of professionalism and the positive interface you have with others on all levels. Being able to deliver

communications to varying personalities is a key component in expressing the urgency and priority that is the essence of providing reliable network services support.

Work History Metro Telecommunications April 2010-Present CLEC Pots and Bri line maintenence and repair for service provided in 50 states such Fairpoint, Bell South ,Verizon, Qwest and other local lec companies Verizon 2003-2008 New York State Network Switch Surveillance and Maintenance Center manager responsible for Verizon TDM Network End offices, remote sites and Softswitches (VTOA/VOIP) in the Northeast Region. Duties included managing the monitoring of and responding to all software,hardware and environmental Central Office alarms. Multiple department interaction and Tier I technical support for internal and external customers. In this 24 x 7 operation all critical and major alarms were reported to the Federal Communication Commission (FCC). I identified critical alarms and notified the responsible personnel as to the nature of the trouble, its location and the restore to service resolution. This procedure resulted in lowered FCC reportable minutes per outage and avoiding FCC fines. Increased administrative responsibilities included requesting and updating personnel systems access, desktop support and secure access , updating employee absence tracking systems , verifying electronic timecards and bargaining union grievances.

Verizon 2001-2003 Promoted to spearhead newly formed New York City Network Test Center as manager responsible for residential and business customer voice and data service.

 Inter company technical support for service managers of large premium customers located in Manhattan and Long Island. Troubleshooting and providing technical support for hardware and software issues generated by alarms or identified from customer trouble reports. Administrative duties included scheduling 24 x7 operation and implementing the employee absence and tardiness control plan. Routinely exceeded the 600,minimum per day, customer trouble report load resulting in a 25% reduction in overtime budget.

Bell Atlantic / Verizon 2000-2001 New York State Enterprise Special Services technician responsible for testing DS0 service circuits and providing customer support with isolating troubles on out of service circuits. Experience testing in Sarts and React remote testing. Heavy customer interfacing and vendor support.

NYNEX / Bell Atlantic 1988-2000 Greater Metropolitan New York Switching Control Center as a technician responsible for programming call routing and customer line translations. Monitored network switch equipment for outages ,software errors and abnormal events. Also Involved with New York State Signaling 7 network wide conversion and Enhanced Emergency 911 translations. I also maintained ISDN BRI (Basic Rate) and PRI (Primary Rate) service for internal and external customers.

Skills Proficient in Nortel DMS-100(TDM) switch translations, XA(front end) core maintenance ,Office data backup, Succession Switch ,VTOA MDM (Voice Trunking Over ATM) access and maintenance, (IEMS) Integrated Element Management System for Softswitch maintenance, AE (Abnormal Event) creation and management, Trouble ticket creation and handoff to Central Office and Field locations,TIRKS (Trunk Inventory Record Keeping System) word documents and circuit details. Also have intermediate knowledge of Interoffice facilities (Transport), T1,T3, STS1 and STS3 and SONET. Administration for Central Office Technicians. Intermediate level Microsoft Word, Excel and Powerpoint . Intermediate

knowledge SQL, DNS, RIP,OSPF,BGCP,OSI layers,DHCP and TCP/IP.

Technical Development Video Hub Office (VHO) Overview, Broadcast Video Overview, FIOS Troubleshooting Process Flow for I&M (Installation and Maintenance Technicians), Verizon certification in Softswitch Overview, Passport PVG for Succession PT-IP(AALS), Succession UA-IP SN07 Network Fundamentals, VoIP (Voice Over Internet Protocol) and Softswitch Basics. Additional Next Generation Technologies: FTTP Architecture and Technology, Verizon Specific Products, and Emerging Technologies,completed several Cisco CCENT online study guides and E-labs. Product Marketing Hosted a Verizon sponsored FIOS neighborhood event at my residence to promote FIOS that resulted in 20 new FIOS customers. Education Queensborough Community College Intensive 390 hour Certificate program in Laser and Fiber Optics Training consisting of Practical and Theoretical work in Lasers, Fiber Optics, Networking, Physics, Technical Mathematics, and Technical Writing Queensborough Community College 2 years in Electronic Technology Farmingdale University June 2009 -3 month Photovoltaic (Solar energy) Workshop