1. BENJAMIN WILLIAMS
924 BAYVIEW AVE
OAKLAND CA. 94610
26+ YEAR TELECOMMUNICATIONS PROFESSIONAL
Contact information
Mobile: 707-561-1168
Email: benwilliams1967@gmail.com
LinkedIn Profile:
https://www.linkedin.com/in/benjamin-williams-7a220a16
Education/Certification
CCNA (2005) Fiber Optic Master Certification (1996), Lucent Technologies Training Facility
Advanced Telephony, Network Architecture & Equipment, Bell Laboratories (1992-1996)
A.S., Electronics & Computer Technology, HEALD Institute of Technology, Martinez, CA (1990)
GPA 4.0
B.S., Psychology, California State University at Hayward (1989) GPA 3.5
Skills/Expertise
Project Management /Service Delivery expertise
Customer relations / Communication expertise
Engineering and Technical expertise
Experience
Pacnet USA/ Telstra Global San Francisco Ca. 07-2014 - Present Global Service Delivery
Manager/Service Delivery Specialist
The Service Delivery Specialist is responsible for the overall service delivery and service
assurance experience and outcomes for their customer(s).
 Performs work that is directly related to the general business operations of our
customers, with respect to their Service Delivery and Service Assurance components.
 Acts as a single point of contact to advise our customers of all Service Delivery and
Service Assurance issues.
 Uses discretion and independent judgment regarding all aspects of Service Delivery and
Service Assurance.
 Has authority to affect and implement operational practices.

2.  Liaison with the designated customer representatives and the Telstra service team(s) to
maximize adherence to the agreed requirements.
 Build and enhance the relationship between Telstra and the customer at an operational
and service level.
 Act as a liaison point between the customer and Telstra for delivery of Telstra services.
 Assist with escalations and the ongoing management of Telstra and contracted third
party services to Telstra, provided to the customer.
 Lead meetings with the account team/service team and the customer relevant to the
service delivery and service assurance performance of the customer services Telstra
provides (service reviews, strategic account reviews, quarterly business performance
reviews).
 Manage specific billing enquiries as needed and resolve for the customer.
 Ensure any reporting for the supply of the services is generated and provided to the
customer within agreed timeframes.
 Liaise with and assist Project Management as required for the delivery of new services.
 Management of outages during business hours including escalations on behalf of the
customer.
· Ensure customer service levels within the nominated account(s) comply with contracted
service commitments and take action to address anomalies.
· Be able to create a customer centric environment, substantially increasing customer
satisfaction and improved business measures and revenue.
· Be able to build effective customer relationships as a way of influencing customer service
and customer advocacy.
· Be able to win stakeholder support and to be able to engage the right people in the right
way to get outcomes for our customers.
· Be able to recognize and apply the skills and knowledge of service management concepts
and disciplines.
Core Capabilities / Technical Skills Technical Descriptors
Business Partnering
Aligning suppliers to customer needs and
driving performance for their customers.
Commercial Acumen
Look for ways to better provide customer
services in ways that ensure profitable service
delivery.
Driving Change
Continuously look for ways to better serve their
customers and engage with the Telstra
business to deliver this to their customer.

3. Strategic Thinking
Planning ahead, anticipating the customer
needs and work with account teams for
planning for the future.
Coaching
Being the mentor for feeder roles to develop
talent and mentor future successors.
Qualifications/experiences
· Experience in the operation and maintenance of telecommunications networks.
· An understanding of GES ordering, billing and assurance systems.
· An understanding of the processes involved in managing service requests within GES.
· Proficient with Telstra SOE applications, in particular Word, Excel, PowerPoint, MS
Project.
· PC skills, including the ability to quickly adapt and provide input to the design of new
applications.
· Proven ability to manage multiple tasks to critical deadlines.
· Initiative, commitment and drive in providing excellent customer service.
· A high level of interpersonal skills.
· A strong commitment to working in a team environment.
· Process and business writing skills.
· Manage current policies and procedures concerning all aspects of project management
and service assurance, with the ability to formulate and drive future development.
Virtus Communications Phoenix AZ. 07-2013 07-2014 RF-Transport Engineer/Project
Manager
Planning, design, utilization, and forecasting for the physical network transport facilities and RF
implementations and Modifications including; Access, Long Haul, Inter-office, Local Loop,
Microwave and Ethernet and Metro SONNET Ring facilities.
 Provide input and analysis for the business case for new optical rings.

4.  Assesses business, regulatory, product, technical and deployment requirements and
develop the technical architecture and implementation solution.
 Allocates circuit facilities assignment (CFA) for various bandwidths and updates the
transport database according to the National Standards (NRM).
 Working with technicians to configure RF network for optimal reception and modify
network for maximum efficiency.
 Troubleshoot and resolve reception issues.
 Generate and provide network configuration documentation for network upgrades.
 Work with technicians on maintenance window network modifications.
 Analysis and audit on carrier performances and bandwidth utilization for a 6-month to
18-month period for specific geographic areas.
 Engineer design packages for project related activities.
 Develop technical migration plans and acceptance test criteria. Develops test and trial
plans for new transport placement.
T-Mobile, Concord, CA (3/2011 5-2012 Transport Engineer/Project Manager (Contract)
Planning, design, utilization, and forecasting for the physical network transport facilities
including; Access, Long Haul, Inter-office, Local Loop, Microwave and Metro SONET Ring
facilities.
 Provide input and analysis for the business case for new optical rings.
 Assesses business, regulatory, product, technical and deployment requirements and
develop the technical architecture and implementation solution.
 Allocates circuit facilities assignment (CFA) for various bandwidths and updates the
transport database according to the National Standards (NRM).
 Cross-functional and technical leader within T-Mobile's Data Network and Services team
that develops and documents systemdesigns for Service Delivery eco-systems and leads
the implementation of those designs into T-Mobile's production enterprise networks.
 Develop planning documentation for the Transport Engineering team.
 Develop Methods of Procedure, Standard Operating Procedure, Network Project
Progression Plans and Best Practices. Creates
 Engineer design packages for project related activities.
 Develop recommendations for new designs and products, cost reduction mechanisms,
and methods to increase efficiency.
 Provide cross-functional interface to other organizations to assist in the development of
process efficiencies, design implementation and corporate cost saving initiatives.
 Conduct analysis and provide data of transport Cost efficiencies; Billing, Audits, SLA
enforcement, Request for Proposals (RFPs), Contract Support and any analysis required
for Planning, Design or Optimization.
 Analysis and audit on carrier performances and bandwidth utilization for a 6-month to
18-month period for specific geographic areas.

5.  Develop technical migration plans and acceptance test criteria. Develops test and trial
plans for new transport placement.
 Tiered support for issues to other technical team members during implementation.
Duties and Responsibilities
 Designing, implementing, and integrating new service-related projects into the T-mobile
network.
 Drive efforts across T-Mobile to collect requirements for delivery ecosystems and
service platforms with various business, design, development and operations teams
 Interpret acquired requirements and architecture in order to synthesize requirements
and drive the development of appropriate designs for technology introductions
 Drive the RFI/RFP process and vendor evaluations, development of service platform
standards, testing of vendor solutions in the lab, lead technical discussions, and make
recommendations for key service technology initiatives
 Develop detailed design specifications and plans including: implementation, testing and
back out procedures for service technology deployments, upgrades and modifications
 Identify opportunities within the on-boarding process and prepare transition
documentation
 Coordinate and lead FOA and SOA activities for Service Brokering initiatives.
 Evaluate new and emerging platform technologies that will serve as business enablers
or drive revenue leveraging existing enablers
 Manage suppliers and conduct vendor product comparison, analysis and
recommendation
GLOTEL, Pleasanton CA (12/2010-1/2011) Project Manager AT&T Mobility (Contract)
 Managed a single project or group of related projects (market transport implementation
program for T1, SIAD, Ethernet, New Sites, additional carrier launches, CNR Processing,
and Market Ordering Program Coordination, High Utilization Resolution efforts) from
initiation to full implementation, at the direction of the PMO office and CPDO
leadership,.
 Analyzed project criteria, progress and short comings and drive and escalate to delivery.
AT&T Mobility, Walnut Creek, CA (11/2010-12/2010) Circuit Design Engineer (Contract)
 Design and facilitate T1, SIAD, Ethernet, New Sites, additional carrier launches.
 Build Ethernet paths and provision transport equipment for use by AT&T Mobility.
Wells Fargo Circuit Management Systems, San Francisco, CA (5/2008-1/2010) Systems
Engineer (Contract)
 Managed global carrier coordination, escalation, installation and create documentation
for the various teams in Corporate and Data Center Operations
 Worked with L2/L3, TCP/IP & IP Routing Protocols - RIP, EIGRP, OSPF and BGP

6.  Engineering of VOIP at Wells Fargo Sites, Voice and video over WIFI and Cisco IPT
infrastructure products.
 Manage MPLS data migration and Data merger with Wachovia.
 Authored MOP (Method of procedure) documentation for maintenance and upgrades.
 Worked closely with Legal, Contracts, Billing, Network Engineers and project teams to
insure the overall carrier ordering, implementation and provide documentation for the
entire circuit life-cycle process. Includes: communicating carrier provisioning/install
lead-times
 Negotiated with carriers on contract pricing and terms for voice and data services
supporting our corporate offices.
 Updated and maintained the circuit database in addition to all other tools, resources,
and reports which track and maintain site and network voice and data information.
 Tool and technology process assessment.
 Identify, develop and prioritize recommendations for strategic and tactical
improvements to process and operations.
 Scan market, and evaluate existing tools and technologies (e.g., functionality,
automation, reliability, accessibility, workflow, reporting capabilities, enhancement
potential and requirements, etc).
 Identify systemconstraints, deficiencies and gaps, to propose improvements regarding
network merging with new acquisitions, adding/decommissioning/retiring circuits, and
the design and modification of hardware & software.
 Coordinate voice and data integrations with new business acquisitions.
Volt Telecommunications, San Francisco, CA (4/2007-5/2008) Certification Engineer (Contract)
AT&T FTTN Fiber Project
 Create and calibrate test procedures for fiber optic transmission.
 Design and modify hardware and software for certification testing.
 Single point of contact for South Bay test region.
 Advanced field support for testers.
 Load balancing and recommendations.
 Certify equipment compatibility.
 Create splicing documentation.
 Create specs and drawing for subcontractors.
Verizon Business, Sacramento, CA (12/2006-3/2007) Network Capacity Planning Engineer
(Contract)
 Verify accuracy of network DS3 and DS1 assignments using Verizon internal systems and
interfacing with LEC systems and billing.
 Report inaccuracies to internal Verizon entities that verify disputes and recoup lost
revenue. Forecast future network expansions and order additional network capacity.
 Write site installation instructions and Methods of Procedures.

7. Telpro Technologies, San Ramon, CA (7/2006-10/2006) Corporate Recruiting and Training
Manager
 Technical Consultant and Technical Advisor to Chief Operating Officer.
 Recruit, interview, and offer hiring recommendations for applicants in the
administrative, billing, area management, engineering, or other corporate or technical
functions.
 Create hypothetical scenarios to evaluate applicants’ ability to prioritize and resolve
complex technical and business issues.
 Conduct advanced technical training on communications systems, equipment and
processes.
Comcast Cable, Pittsburg, CA (8/2005-6/2006) LMC Engineer III
 Conduct network stability maintenance, trouble ticket handling, problem isolation,
monitoring, troubleshooting, resolution, preventative maintenance, and quality
assurance activities to facilitate and ensure high network availability and reliability of all
Comcast services.
 Develop, maintain and provide broad technical and operations expertise across service
lines and focused expertise in: Power Engineering and retrofits, Hot Cuts (Equipment
integration on working networks), Hybrid Fiber Coax Networks, High Speed Data
Network Switching/Routing, ATM, Sonet and Fiber Rings , Ethernet applications,
Telephony, Cable.0020,
 Advanced network Capacity planning and configuration of Cisco Routers and other
equipment. Proactively monitor network for signal degradation and indications of
potential service affecting conditions. Support Maintenance dispatching including
outage investigation.
AT&T, Pleasanton, CA (3/1999-5/2005) Senior Communications Engineer -Nodal Services
 Engineer, provision, install, test, turn-up and maintain T1, T3 facilities and VOIP
platform.
 Direct interaction with business customers and vendors.
 Managerial Experience with large scale projects.
 Advanced ad-hoc troubleshooting and re-engineering.
 Direct access to the entire AT&T communications network, including ISDN, SDN,
ADL,VOIP, Lucent Technologies DACS IV, 5ESS, 4ESS, Nortel DMS 250, Tellabs Titan,
SONET Ring design, RF support, Atoll, Non intrusive testing and equipment integrations
on working networks and systems, Cisco routers, network gateways and other network
elements.
 Track T-Carrier/Fiber/Optics/Hi-Cap System/Pair Gain troubles.
 Interpret computer print outs, schematics and test data.

8.  Inputs and verifies routing translations and charging translation for various switches.
 Performs surveillance and monitoring of all switch and transport networks.
 Provision inter-office facilities.
Lucent Technologies, Rocklin, CA (10/1990 -3/1999) Senior Communications Equipment
Technician
 Install and maintain AT&T network equipment including switching, transmission and
power.
 Assist engineers with pre-installation capacity issues.
 Troubleshoot and repair existing network problems.
 Direct short interval, high-capacity network upgrades.
 Provide rapid recovery for service outages.
 Technical lead for multiple installation sites and rapid interval jobs.
 Managed multiple crews and multiple sites simultaneously.