1. 8636 Scenic Green Circle
Apt # 11103
Keller, TX 76244
Contact: 817 583-1465
Email:
thewalkersf ive@y ahoo.com
Anthony L. Walker
Objective Seeking advancement opportunities, which will leverage my business
driven work ethic and experience to directly contribute to the growth and
success of an organization.
Experience November 2010-Present AT&T Network Operations
Network Support Specialist
ATO Incident Outage Management Team (December 2012-Present)
 Manage Outage Bridges for Business Voice over IP, AT&T Cloud Services,
Digital Life, AT&T Emerging Applications for Mobility, Global Voice over IP,
Unified Communications, and AT&T U-verse network platforms.
 Coordinate all pertinent network group(s) to an audio bridge in a timely
manner to facilitate necessary troubleshooting steps to reduce the mean
time to repair.
 Submit communication notifications to all subscribers providing outage
status up to resolution.
 Provide Post-Outage Event Exception Reports.
AT&T U-Verse Access Build Team (November 2010-December 2012)
 Assisted with network build projects of U-verse services by implementing
Fiber-To-The-Premise (FTTP) to downstream devices within 22-state
region.
 Improved project turn up completion rate to 98% prior to projected target
date.
December 2006-November 2010 AT&T Internet Services
AT&T Technical Support Representative II
 Met or exceeded monthly customer call repeat rate of <10% throughout
my tenure with AT&T Internet Services.
 Provided assistance as a peer coach/mentor to other TSR agents
resulting in improvement of company metrics by reducing repeat rate by
5% within one month time frame.
 Successfully resolved >95% of management escalation calls to mitigate
customer impact regarding High Speed Internet Access trouble.
January 2000-December 2006 SBC Local Service Center
SBC Customer Service Representative
 Processed Digital Subscriber Line (DSL) service orders with successful
completion rate of 97%.
 Achieved company compliance to respond to ACD reseller customer
service inquiries.
 Resolved escalation POTS line provisioning issues by collaborating with
internal departments, ensuring order completion within target ranges.

2. Professional
Training/Skills
 Windows 98 – Windows 8 , MAC OS 9.1-10.6
 MS Office , MS Word, MS Excel, MS Outlook, MS PowerPoint
 AT&T Systems: Broadband Tools, RAD, ASI Magic, CRM, Call Tracker,
CPSOS, LDAP, AMT, Citrix, ACIS, ASON, Verigate, BOSS, SORD,
OINQ, BEASE, GPON database, LABRADOR, GRETA, CONEXUS,
BTAS, AMS, AOTS, Remedy, CTS (Mobility), G2, GeoLink
 Demonstrate ability to represent the organization to key groups.
 Provide coaching and has acted a mentor to others.
 Willingly go above and beyond what needs to be done.
Resource Groups
 Road to Leadership Mentoring Group
 HACEMOS
 Women of AT&T
 Toastmasters
Education 1985 Skyline High School, Dallas, TX