This document provides a summary of John Nolan's professional experience and qualifications. It outlines his 20 years of experience in tiered technical support roles for telecommunications companies, including positions in technical support, project management, and desktop support. His technical skills include experience supporting hardware, software, networks and various communication protocols.

1. John (Jack) Nolan
303-929-6039
jnolan620@gmail.com
Professional Profile
o Tiered Technical support
o Telecommunications
o Project management
o Desktop support
o Microsoftofficesuite
o Email administration
o Hardware Configuration
o Software Configuration
o Create trouble shootingprocesses
o Training
o Communications skills
o Customer service
o Network support
Technical Skills
Hardware: HP, Dell,Cisco routers,Juniper, Motorola wifi modems and set top boxes, Pace, Lucent, Nortel, Avaya,
DSLAM, Wavestar,Pairgain,Redstone, SONUS SIP/VOIP, Adtran.
Software: MicrosoftOffice, Remedy, Citrix,ActiveX, Visio,GrandSlam,WebNavster,SAP, Lawson, LoopCare,
Norton, Mcaffee, SONUS, Adtran, CISCO VOIP, Least Cost Routing tools, Tekelec, Nuestar, SOA, Putty, Wireshark,
Empirix.
Environment: Extensive trouble shooting,Diagnostics,Analysis,Call Center, Management, Supervisor,independent
self starter (if needed).
Professional Experience
XO Communications, Lone Tree Colorado
September 2013 – December 2015
Tier III Switch
Achievements:
 Telephony technical support.
 Traditional,SIP,VOIP,Toll Free trouble shooting.
 Customer supportregardingcall completing,quality,failed routes,international and domestic.
 Databasecleanup to stream line toll free provisioning.
 Workingwith carriers to resolvenetwork related issues.
 Responding to and managing escalations.
 Performing on call duties.
 PCAP/CDR analysis.

2. Responsibilities:
o Technical supportacross multipleproductlines.
o Work with the customer, LEC and XO technicians.
o Diagnoseand repair basic troublewith POTS lines and digital trunks (ISDN,CAS)..
o Perform diagnosticsand repair functionsfor XO network.
o Configure and trouble shoot issuewith switches,routers and other network elements.
o Respond to and manage outages.
o Providedocumentation of processes used to come to resolutions of customer reported issues.
o IP networking and routing
o Transport networking
o PSTN call routing
o ISDN, SS7 and SIP protocols
Environment/Technical tools :Windows, Remedy, Microsoftoffice tools, PUTTY access to DMS environment,
SONUS PSX and GSX, Wireshark, Empirix,Krypton, SONUS Framset, TNS SS7 tools,Broadworks,8MS, Targus,TBS,
ALT, ARC.
TW Telecom, Greenwood Village Colorado
November 2012 - June 2013
Tier I
Achievements:
 Technical supportfor wholesaletelephony customers.
 Traditional SIP and VOIP environment.
 Least Cost Routing technical support(respondingto failed routes with underlyingcarriersuntill
resolution).
 Customer supportregardingcall completing,quality,failed routes,international and domestic.
 Verified VIA billingapplication customer eligibility.
 Provided provisioningsupportfor fraud related issues.
Comcast, Greenwood Village Colorado
July 2nd 2006 - April 18th 2012
Tech II
Achievements:
 Managed Projects
 Provided trainingfor new products
 Consistently rated high for performance and production
Responsibilities:
 Technical supportacross multipleproductlines (Telephony, VOIP, High speed i nternet, Cable
video products,iphone/ipad apps,Xbox app, home security,features).

3.  Field technician supportactivities includinginstallation,troublecalls,and test and turn up.
 Project management for new productdeployment and support
 Created documentation for new products
 Trained support technicians and management on new products.
 Roll out and support of residential VOIP product.
Environment/Technical tools :Windows XP, Vista, MAC OS, Office 2003/2007/2010,VPN, VMware, TCP/IP,
Remedy, Visio,ActiveX, Citrix,DAC, SIP,SS7, Motorola BTS, Safari,LCR, SAP.
Lucent Technologies, Denver Colorado
October 1999 - December 2005
Manager A3
Achievements:
 Level 3 trouble management expert
 Deployed new time reporting system (Lawson)
 Created 1000s of User Acceptance Tests for supportof new product
Responsibilities:
o Technical supportfor telephony, DSL, hardware,routing, complex translations.
o Created technical supportprocesses based upon SLAs per clients needs.
o Managed project to deploy new time reporting system to 1000s of users. Provided status
daily/weekly. Trained all users. Hosted conference calls. Coordinated Sabanes Oxley compliance
Skill Areas: Producttesting, Product deployment, Trouble ticket management, Trouble shooting, Training,
Application
engineering, Complex translations,Call Center operations.
Environment/Technical Tools: Windows 2000,MicrosoftOffice,VPN, TCP/IP, Remedy, LCR, DSLAM, Lucent 5E,
Nortel DMS,
Redstone network routers, AROS, CDR, DSL, Fiber loops,LoopCare, Lawson PSA.
Eclispse Inc, Boulder Colorado
June 1997 - August 1999
Desktop supporttechnician
Achievements:
 Helped to create supportorganization for EDI clients
 Coordinated Desktop replacement for entire office
 Attended conferences to meet clients and train on application aspects.
Responsibilities:
 Desktop (PC/Laptop) support
 Network administration

4.  Email administration
 Customer supportfor EDI
 Programming changes to platform to resolvecustomers issues.
Environment/Technical Tools: Windows 95/98/NT, Early testing of MicrosoftOffice, PIC Basic data warehouse,
DOS, Eudora,
EDI, Desktop support, Network support, Email administration.