1. 425.446.1188
Robert Day day.fam@verizon.net
th
10525 24 Dr SE, Everett, WA 98208
Technical Support Specialist seeking work with communication networks – voice and data, PC
and Server support, and/or web-based application development.
Qualifications
•Solid experience in problem analysis and resolution through direct and remote access of equipment
and through directing technicians at remote locations.
◦ SONET ring equipment support – served as a resource for technicians to resolve maintenance
problems such as alarm interpretation, ring expansion and reconfiguration methods, software upgrades,
and performance monitoring data interpretation. Equipment types included Nortel Classic OC3, OC12,
OC48 and OM3x00 network elements, DWDM; Fujitsu FLM and Flashwave network elements and
Tellabs 7100.
◦Element Management System(EMS) Administration – established initial ring maps and processes for
Nortel Preside and Fujitsu Netsmart. These SONET rings covered the Northwest – Washington,
Oregon, Idaho – and consisted of over 400 network elements. Addressed loss of visibility issues,
backup methods, and upgrade procedures. Found excessive overhead traffic resulting in intermittent
visibility and reconfigured the administrative IP network and proprietary Nortel C-Net.
◦Part of 4 person conversion team to remove legacy X.25 PADs in 14 Central Offices and replace them
with Applied Innovation equipment. Provided on-site analysis of existing equipment data connections
(RS232, RS422, Synch , Asynch, etc.), moved cables to new equipment using various adapters and
verified circuit integrity.
◦Service outage resolution resource during conference bridge calls, providing equipment expertise and
systems access as part of an 'on-call' rotation.
•Strong web application development skills – demonstrated by the adoption of several applications by
departments across the country within Verizon.
◦Developed an inter-departmental web-based application to enable field technicians to report battery
plant conditions requiring action. Data is collected via user input and automatic email notifications are
triggered by events in the analysis and approval process. Photographs and spreadsheets may be
attached to the requests. Set up a back-end database using MS Access and coded the front-end using
Cold Fusion. This application was adopted by departments serving Washington, Oregon, Idaho, and
California.
◦Developed an application that combines a knowledge-base, scheduling, and a support matrix in a web-
based multi-department tool. Primarily used by a technical support group, this application provided the
ability for a dispatch center to find support personnel for particular equipment and check their current
status and level of expertise. A Microsoft SQL back-end was used for this application and the web front
end was coded in Cold Fusion. This application was adopted by groups serving the Northwest and

2. California.
◦Developed an application to track and report on major service outages. Dispatch centers use this
application to enter information on service outages and automatically send pages with status updates.
The paging distribution can be associated with geographic areas ranging from an individual central
office to an entire region. The back-end for this application uses MS Access and the web front-end uses
Cold Fusion. This application was adopted by groups in the Southeast, Midwest, South and West.
•Windows Server support skills include hardware, software, maintenance and upgrades.
◦Responsible for 2 Windows 2000 Servers - Dell PowerEdge and HP NetServer equipment.
◦Upgraded hard drive arrays with new drives, reconfiguring RAID setup.
◦Responsible for server availability – supported webmasters with initial web setup for departments
sharing server space and issues associated with web sites
•Knowledge of fiber optic transport facilities including the analysis of fiber characterization
◦Responsible for the analysis of fiber characterization data and approval of fibers as traffic ready. Raw
data from test sets analyzed for loss, reflectance, splice problems, chromatic dispersion, and
polarization mode dispersion.
•Actively involved in the turn-up and support of RF video networks (Verizon Fios)
◦Performed acceptance testing for Central Office video distribution networks. Balanced RF outputs
across spectrum via passive network combiners and pads and active RF amplifier adjustment.
Approximately 1 week of work per office.
Professional Experience
•GTE – Verizon 1979 – 2010
•Technical Support Specialist 1996 – 2010
•Special Services Coordination Center – Systems Admin 1992 – 1996
•Switching Services Technical Support Admin 1984 – 1992
•Electronic Switch Engineering 1979 – 1984
Education
•Ongoing professional training including a variety of manufacturer classes and Microsoft SQL and
Server classes
•B.S. in Electronic Engineering California Polytechnic State University 1974
Recognition
•Cited by peers and supervisors for outstanding skill in PC-related issues and patient, helpful approach
with users
•Received Peer awards and corporation-wide excellence nominations