Michael Rihani's Sprint Nextel summer internship (2007) presentation as a Network Operations intern in Reston, VA

1. Summer 2007 Internship
Michael Rihani
July 20, 2007

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© 2007 Sprint Nextel. All
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About Me: Michael Rihani
Senior at Virginia Tech (Blacksburg, VA)
> Major: Business Information Technology (BIT)
> Minor: Psychology
> Graduate: 5/10/2008
Owner of 2 Companies:
> WebBrainiacs Web Design
> Common Knowledge, LLC (Koofers.com)
Nationally Certified Bartender
> PGA Tour (Booze Allen Classic)
> Private Parties
> Plan to bartend in Blacksburg this Fall/Spring

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© 2007 Sprint Nextel. All
rights reserved.
The Team(s) in Network Services
IP Services – NOC Support
> Alicia Anderson
> Shantay Ammons
> Ben Campbell
> Punya Cheema
> Hasnain Chowdhury
> Brett Deriso
> Prashanth Jayaraman
> Thomas Johnson
Managed Services –
Global Opportunity Engagement
> Gregg Melanson
> Lucy Bland
> Farrah Kennedy
> John Kiely
> Ajitpal Singh Raina
> Mike Russell
Managed Network Operations
Wireless Network
Management Center
Reston, VA:
> Don Hedstorm
> Sean Donahue
Network Operations Analysis
Reston, VA:
> Fran Johnson (Manager)
> Naser Khater (Buddy)
> Damon Horn
> Doroden Gully
Overland Park, KS:
> John Stark
> Walt Weber
Mansfield, MA:
> Vicki Hall
Network Operations

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© 2007 Sprint Nextel. All
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Week 1
Ran into my first problem…
> Time Reporting was not working for all the Interns!
> Brought the issue up to Joan Runnion & Sherry Harold
> Got in contact with Aaron Waggoner out in KS and bridged with IT to fix
the issue
Michael,
Thanks so much for your help troubleshooting this issue on Friday.
I know it took up far too much of your day, but without your help
we would not have been able to correct this issue so quickly.
Aaron Waggoner
Project/Program Manager
Service Delivery

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© 2007 Sprint Nextel. All
rights reserved.
Sprint University: i-Learn
> New Employee Orientation The Power of Possibilities
> Leading with Integrity Training and Certification for New Employees
> Introduction to Sprint Network
> iDEN Network Overview
> ATS (How Wireless Works)
> Delivering the Web Wirelessly
> i-digitize digi-tools Training
> Product Overview Video (UpStage and Palm Treo 755p)
> Understanding Common Wireless Terms and Acronyms
> Writing Effective E-mails
> ABM Overview and Application
> All Inclusive Workplace
> Customer Privacy and CPNI
> Document Dos and Don'ts
> Effective Project Management
> Let's Talk about the Customer Experience
> Meetings That Produce Results
> NASCAR 101
> Networking for Success
> Powered Up
> Records Compliance Training for Individuals
> Security Awareness for Sprint Associates
> Separation Privacy Compliance
> The Ten Commandments of Power Networking
iDEN Network Overview:
- TDMA modulation
- Implemented Static MIP
- Static IP addresses
- “Always connected” model
- Limited # of Venders
- MOT, Cisco, Nortel
- One Handset vendor
- Consistent OS, Java, etc.

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© 2007 Sprint Nextel. All
rights reserved.
SprintCast: IP/TV
> Quarterly Employee Meeting
> Perry Watson’s Build the Bench Networking Overview
> Dave Flessas’ Network Operations All Hands
> Spring 2007 – CRC Industry Insights Forum
> Build the Bench - The Good, Bad and Ugly of Management

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© 2007 Sprint Nextel. All
rights reserved.
RealOps AMP™ (Automation Management Platform)
RealOps AMP™ (Automation Management Platform), the leading solution for
Run Book Automation, has proven itself time and again as the enterprise-
class solution for IT Process Automation and orchestration within the most
demanding environments around the world.
RealOps AMP orchestrates operations management by:
> Integrating the vast array of applications, systems and network
management tools across operational disciplines;
> Automating repeatable operational processes to eliminate time-
consuming, manual activities and reduce error rates;
> Facilitating process adherence and compliance documentation.

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rights reserved.
RealOps AMP™ (Automation Management Platform)

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rights reserved.
RealOps AMP™ (Automation Management Platform)

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© 2007 Sprint Nextel. All
rights reserved.
Production Logical/Physical Architecture
Trouble
Ticket
Trouble
Ticket OSSOSS Inventory
Assets
Inventory
Assets
Change
Mgmt
Change
Mgmt
Config
Mgmt
Config
Mgmt
Security
Mgmt
Security
Mgmt
Systems Networks
CMC Choice Voyence Security Mgmt
Intrusion Detection
Production
Dropped
Calls
Production
Dropped
Calls
POC
Automate
Sector
Channel
POC
Automate
Sector
Channel
POC
Automate
Dropped
Calls
POC
Automate
Dropped
Calls
POC
Stretch
Outage
Board Update
POC
Stretch
Outage
Board Update
Production
All Sector
Channel
Scenarios
Production
All Sector
Channel
Scenarios
Common Data Model
MiddlewareMiddleware
WebSphere
RealOps Perspective PortalRealOps Perspective Portal Alternate Customer PortalAlternate Customer Portal
Adaptors
RealOps AMP & Activity Library
Production
DS1 Carrier
Failure
Production
DS1 Carrier
Failure

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© 2007 Sprint Nextel. All
rights reserved.
RealOps AMP™ Production Architecture
Sun 4 2 0 R
ENTERPRISE
NTM API
TRS API
RealOPS AMP Grid
5 x Sun X4200
Nortel Switches
CellSite Finder
Cell Site Tracker
WAN
WebServices
WAN
Sun 4 2 0 R
ENTERPRISE
Sun 4 2 0 R
ENTERPRISE
Sun 4 2 0 R
ENTERPRISE
Netcool API
AP2
AP3
AP4
CDP/
AP1
Sun 4 2 0 R
ENTERPRISE
HA
CDP
REACT
ISA/ITP
Sun 4 2 0 R
ENTERPRISESun 4 2 0 R
ENTERPRISE
RealOPS
Development
Environment
CDP/
AP1
AP2

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© 2007 Sprint Nextel. All
rights reserved.
Automating Network Operations Project Objectives:
> Provide highest level Quality of Service (QoS) to customers
> Simplify business with automation
Prototype Objectives:
> Assure that the features and functionality extends to the production
environment
> Use the Proof of Concept (POC) Core team to assure that Automations are
Operationally ready and Network Operations is prepared for production
implementation
> Extend automations for:
• Sector Channel Deviant Cell
• Dropped Calls
> Develop automations for:
• T1 Carrier Failure – Additional Automation Added
> Complete development of adapters for IBM Netcool, Cell Site Finder, and
adapters to support T1 Carrier Failure
Production Prototype Objectives

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© 2007 Sprint Nextel. All
rights reserved.
My Contribution to the Automation Project
Collaborated with Chad Rau to create the RealOps System Requirements
needed for our Automating Network Operations Project:
> Documented all the necessary Queries, Extractions, Inputs/Outputs from
CTMS to/from various Network Tools and WebServices, including:
• Cell Site Finder
• Power Map
• IMPACT
• Mobile CDR
• Cluster Maintenance Tool
> The identification of the key triggers and the process documentation will
allow Network Operations to implement the extended iDEN Dropped call
automation in a day.

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rights reserved.
> Component Ticket
Closure Note
Analysis of Triggers for the iDEN Dropped Call Automation
Cluster Maintenance Tool
> Cascade ID
> Cascade URL
> Est. On-air Date
> Cur. Signal Str.
(dBm)
> Proposed Solution
> Closest Cascade ID
> Block Rate
> Drop Rate
> Coverage Strength
> Coverage
Improvement
> IMPACT Note
> Ticket #
> MDN
> Exact Address
> Problem Subtype
> Network Type (CDMA/iDen)
> etc.
CTMS
Cell Site Finder
IMPACT Power Map

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© 2007 Sprint Nextel. All
rights reserved.
Rotation #1
Network Operations Control Center
Sean Donahue Job Shadow:
> Attended a training course for the new
Disaster Recovery Management System
that is being launched
• Tracks national disasters/events,
power outages, etc.
> Learned how the Control Center
monitors and maintains Cell Sites
throughout the United States
• Observed Sean use various tools to
run tests on cell sites and
create/update tickets regarding their
status
TRAMS
Disaster Recovery Management System

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© 2007 Sprint Nextel. All
rights reserved.
Rotation #2
IP Services – NOC Support
TRAMS
TRS
Alicia Anderson Mini Project:
> Pulled Daily Open Ticket Reports
> Compiled Data
> Recorded Count of X tickets
> Recorded Count of C tickets
> Analyzed Data
> Read the remarks of each C ticket and
categorized the problem reported
Daily Ticket Counts
0
50
100
150
200
250
TueMonSunSatFriThuWedTueMonSun
7/107/97/87/77/67/57/47/37/27/1
Date
#Tickets
Customer-Reported
(C tickets)
Proactive
(X tickets)
6
27
1 1 2 1
0
5
10
15
20
25
30
Bouncing Circuit Down Other Packet Loss Routing Issue Unable to
Connect
Thomas Johnson Job Shadow:
> Ran test cases on TRS to ensure new IT
developments were correct
> Reviewed NOC New Hire Training
> Discussed how he focuses on Process
Improvement and looked over examples of
projects that help do that
Brett Deriso Job Shadow:
> Data Analysis
• Technician Scorecard & Ad Hoc TRS Reports
Shantay Ammons Job Shadow:
> NOC Operational Support (Digital Boards & Hotlist)
> Project Support for many Test Cases & Projects

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© 2007 Sprint Nextel. All
rights reserved.
Rotation #3
Managed Services – Global Opportunity Engagement
Gregg Melanson Mini Project:
> Create a “Welcome Package” for new
Managed Services customers
• Learned the Ins and Outs of what
the MNS Division of Sprint really
does and what they offer
• Gathered information from different
departments on what information
they would like to include in the
packet
• Gave my own personal input with an
outsider’s perspective on what I
would expect or want to receive
from Sprint in such a packet

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© 2007 Sprint Nextel. All
rights reserved.
PMI Based Project Management Crash Course
Naser Khater’s Crash Course provided a deep mastery of
PMI's Project Management Body of Knowledge (PMBOK®)
Five Project Phases:
> Initiation
> Planning
> Execution
> Control
> Closing
Ten Project Knowledge Areas:
> Integration
> Scope
> Time
> Cost
> Quality
> Human Resources
> Communication
> Risk
> Procurement
> Code of Conduct
Project Management Institute

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© 2007 Sprint Nextel. All
rights reserved.
Working with HR
Worked with Sherry Harold, Joan Runnion, and Henry Negroni by:
> Organizing Intern Social Events
• Meeting with the “newer” Interns
> Urging Sprint to provide Cell Phone Service Plans & Employee Discounts
for Interns
> Helping improve the overall Internship Program
> Stepped up as an Intern leader who aided in any Internship/basic Sprint
related questions/concerns

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© 2007 Sprint Nextel. All
rights reserved.
Six Flags Social Event
> Worked / met with Wes Hillyard (a Six Flags
Representative) to receive a Group Discount
> Organized all the logistics of the trip (date/time,
tickets, attendee list, carpooling, etc.)
7 engaged couples got married on the
attraction of their choice on 7/7/07
7/7/07
Sprint’s Six Flags
Saturday Social
2007 Summer Interns

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© 2007 Sprint Nextel. All
rights reserved.
News / Events
“Qualcomm ban hits Sprint hard”
“Sprint’s Mobile Broadband Network (CDMA) is
the largest and fastest in the nation, thanks to
Network Services’ progress in upgrading the
network to EV-DO Rev A.” “Apple's iPhone Has Wireless
Industry Scrambling to Keep Up”
“Sprint First To Deliver Pandora
for Personalized Streaming
Radio on Mobile Phones”

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© 2007 Sprint Nextel. All
rights reserved.
Switched to Sprint!

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© 2007 Sprint Nextel. All
rights reserved.
The [Near] Future…
Brazil
July 24 – August 17
> São Paulo (Family)
> Fortaleza (Micareta Carnival)
> Vitória (Friends)
> Porto Seguro (Family)

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© 2007 Sprint Nextel. All
rights reserved.
The Future… (Career with Sprint?)
New College Hire Development Program
This two-year program is to retain and develop the most talented, qualified
and diverse college students who fulfill the current and future needs of the
organization. Sprint provides New College Hires with a breadth of exposure
across the company regarding people, process, functions and culture.
Participants in the NCHDP:
> Develop leadership and business skills
> Obtain job-specific training and education
> Quickly acclimate to Sprint and the telecommunications industry
> Accelerate learning curve and job performance
> Develop cross-divisional relationships and build a solid network at Sprint

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© 2007 Sprint Nextel. All
rights reserved.
Met and Worked with Great People – Thank You!
Fran Johnson
Naser Khater
Damon HornDoroden Gully
Joan Runnion
Henry Negroni
Ying Wang
Thomas Choi
Steve Lee
Suvelee Sarpotdar
Brandon Brisbon
Jacob Coutry
Karan Panwar
Prashanth Jayaraman
Patrick Neyland Jameel Francis
Katie Dietrich
Justin Watts Jake Hughes Aaron Waggoner
Robb Yeager
Angad Sachdeva
Bradford Phillips
Brandon Phillips
Chris Nigon
Kathleen Twigg
Harshil Shah
Shivangi Sharma
Jelani Crawford
Pranay Raj
Sean Donahue
Ismael Hassan
Chad Rau
Robert Borgmeyer
Alicia Anderson
Brett Deriso
Thomas Johnson
Hasnain Chowdhury
Ben Campbell
Dave Capets
Shantay Ammons
Gregg Melanson
John Montross
Robb Rockell
Mike O'Koneck
Lucy Bland
Ola Kasali

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© 2007 Sprint Nextel. All
rights reserved.
The [Even Nearer] Future…
- OR -