Alan Meskunas has over 20 years of experience in technical support roles. He currently works as an Operations Manager at AT&T, where he supervises 18 technicians. Previously, he held roles such as Escalations Manager at SBC and Resource Technician at SBC. He has a BBA in Marketing from Texas Tech University and is Cisco CCNA and Six Sigma Yellow Belt certified.

1. Personal Information:
Name:Alan Meskunas
Work Address:2703 N Central Expressway,
Richardson, TX 75080 USA
Work Phone:469-624-9760 Supervisor:Carl Chandler
Preferred Email:am1563@txmail.sbc.com Supervisor Phone:2144955254
Employment History:
05/2008 - Present
AT&T NIPMSC, Richardson, TX USA
Operations Manager/Work Force Manager
Act in a managing capacity over 18 technicians in the NIPMSC.
Act as a liaison between the end customers with escalated issues and AT&T
regarding any and all issues that reach a point that requires a first line
manager.
Approve/deny vacation requests dictated not only by company policy but by the
needs of the business.
Approve accounts payable for the contracting company’s that AT&T use for their
technical contractors. Over 1 million $ approvals last year.
Act as Work Force Manager for the grave shift while performing all Operations'
Managers duties.
Responsible for the timely completion of all corporate accepted learning
courses (LMC) by my individual technicians.
Approve/deny/initiate all payroll duties for both AT&T employees and technical
contractors on a weekly basis.
Operations manager responsibilities:
Synopsis of Position: The primary responsibility of the OM is to manage direct reports of CWA
bargained-for non-management personnel in the support and resolution of dedicated internet
services customers service issues; as well as non-payroll workers (contractors). This includes,
but is not limited to the administrative and technical requirements of having 10+ reports,
facilitating complex network outage resolution efforts, and customer interfacing for escalated

2. resolution Furthermore, the OM works cross-functionally with affiliate organizations (such as ASI,
NDC, IPNRC, IPNOC) for benchmarking and streamlining best practices for resolution of
customer problems 45% Supervision oversee and facilitate the daily operational supervision of
direct reports within a 24x7, 365-days/yr customer care call center of service-impacting
restoration for dedicated internet customers of SBCIS/BLSIS territories. Provide feedback,
performance evaluations, strategic direction and leadership to reporting personnel in the ongoing
effort to meet department objectives including Service Level (ASA; % Handled within specified
timeframes); and Ticket Durations (MTTR and % meeting MTTR). This involves access to
routers to ensure client connectivity; confirm and route IPs assigned for client use route parent
pools when necessary to activate clients connection. Handle special configurations of load
balancing, BGP, IP advertisement, VPNs, MPLS 35% Admin Ensure all corp admin reqs are
complete/accurate on behalf of self/direct reports (inclusive of eCorp, time reporting, LMC work
safe plan, performance evaluations (PDPs and A&Ds), etc 20% Mtce guidance - Provide 1st-lvl
managerial support for Dedicated Services & Support personnel and engineers. Also incidental
support for Dedicated Engineering. Direct reports have the greatest access to customer-facing
equipment within ATTIS (SBCIS BLSIS). Rotational on-call duties required.
07/2004 - 05/2008
SBC, Plano, TX USA
Escalations Manager
Provide World Class Tier III support for SBC Internet Services dedicated access products
including Frame Relay, ATM, Point to Point, VOIP and Hosted IP Communications Services.
• Responsible for surveillance, analysis, maintenance, and overall administration for the support
of SBC's DIA, NVPN and HIPCS networks
• Assisted in the rapid assessment of both the nature and severity of network problems and
initiated calls to various support organizations as needed.
• Provided technical assistance to the Tier II engineer support team for all SBCIS DIA, NVPN,
IPVPN, & HIPCS platform issues.
• Drove high profile escalations assigned by upper level management to resolution.
• Performed analysis and review of customer’s credit requests.
• Furnished customized historical data reports using real-time and event-based data.
• Acted as the Life Cycle Manager for all warranted VIP customers who require special handling
attention.
•Assisted diverse customer base in troubleshooting chronic or complex circuit and cpe issues
that cause deterioration or loss of connectivity.
• Interfaced with network circuit providers and local Telco personnel to facilitate timely restoration
of customer service, driving escalation procedures as required.
• Proactively monitored dedicated access circuits, and inform customers of service disruptions,
and path forward to resolution.
• Provided product life cycle management for SBCIS’ highest profile MPLS-based NVPN and
HIPCS customer base as their primary support contact, with 24x7 responsibilities.
• Responsible for the implementation of network change management elements such as
backbone and edge router configurations, IOS upgrades, and cpe moves adds and changes.
• Responded to difficult scenarios with calm and decisive action based upon sound
troubleshooting methodology, effective resource management and the highest standards of

3. customer service.
09/2001 - 07/2004
SBC, Plano, TX USA
Resource Technician
Responsibilities included:
Supported connections such as OC, ATM, Frame Relay, Point to Point T1, T3, ADSL, and ISDN
Worked on Southwestern Bell, Ameritech, Southern New England Telephone and Pacific Bell
backbones
Worked with vendors such as Advanced Solutions, Datacom, Concentric, SBC Telco, Williams,
Broadwing, and others to resolve issues in a timely manner
Troubleshooted issues involving Network Premise Equipment including Cisco, Redback,
Unisphere, Lucent TNTs, and DMAX-Ascend
Manipulated configurations and troubleshoot routing protocols including RIP, OSPF, BGP, and
EIGRP
Proactively monitored peering sessions with Internet Exchanges and their BGP sessions with
SBC
Worked with vendors and internal departments on completing successful Change Managements
Opened Checkpoint Firewalls to allow traffic on specific ports using protocols such as TCP and
UDP
Utilized Customer premise equipment such as Cisco, Cayman, Ascend, and Alcatel routers for
troubleshooting connectivity issues
Worked on customer DNS requests, troubleshooting DNS issues, and provide web-hosting
support
Utilized Windows 2000 OS and Sun Solaris 8 to run programs such as Telnet, Vantive, Remedy,
Netcool, HP Openview, DOS, Concord, SecureCRT, and other proprietary programs or tools
Recommended ideas for improving policies or procedures for the efficiency and profitability of
the company
Assisted other employees with troubleshooting and advice on customer service related
questions
Documented every issue worked and methods used to get positive results
03/1999 - 04/2001
The M/A/R/C Group, Irving, TX USA
Corporate Electronic Mail Messaging Specialist
Responsible for the administration, maintenance, coordination of corporate Novell WAN based
E-Mail system (Lotus cc:Mail DB8). Duties included yet not limited to daily tasks dedicated to the
continuous meeting of the service level agreement of message flow at 99.5%. Planned and
developed documents and software enhancements to the network that kept the system current.
Monitored system performance and resolved problems. Provided end user documentation,
support and consultation to each level of support (via phone and deskside visits) in the company
in order to identify requirements and configuration resources. Encouraged and facilitated the
dissemination of information through the use of electronic mail. Responsible for the updating of
the training materials and curriculum related to the use of the e-mail system and the new
adopted email system Outlook 2000. Played integral role during the ccMail to Outlook migration.

4. 05/1998 - 03/1999
PEROT SYSTEMS CORPORATION , Plano, TX USA
Mail Technical Support Analyst
Maintained and troubleshot a Global WAN based cc: Mail environment. Duties included; routine
post office maintenance on Novell and NT, troubleshoot and repair of post offices, problem
escalations to WAN and Server teams, 3rd level end user troubleshooting. Novell and NT server
administration, cc:Mail post office and client troubleshooting and repair. Experienced with LAN
based gateways, on-site platform migrations and an understanding of how Internet email works.
Worked with a growing email system (10,000 users currently) and experienced Senior Team
members. Educated the level -I support individuals on client support of cc:Mail application, and
ongoing instruction to users in a classroom environment. Multi-vendor environment included
ccMail, Notes Mail and Exchange Mail.
Provided technical guidance in activities associated with the identification, prioritization, and
resolution
of reported problems either by telephone or on site. Activities included recognition, research,
isolation,
resolution, and follow-up steps. Utilized experience and understanding of Perot Systems' MIS
environment. Performed general maintenance tasks, troubleshot and repaired computer systems
and
peripheral equipment located throughout the organization. Prepared progress reports for work
performed. Resolved more complex problems assigned to second level support by first level
associates Involved use of problem management database. Acted as liaison between customers
and departments within the organization, to ensure that all on-line systems and hardware
problems were resolved in an accurate and timely manner. Worked to ensure maximum uptime
for users company-wide. Worked with vendors to schedule maintenance and repairs as required.
Troubleshot for all systems with limited supervision. Updated all problem issues via the HEAT
problem tracking application.
01/1997 - 05/1998
PEROT SYSTEMS CORPORATION , Dallas, TX USA
Executive Site Support Representative
Executive Technical Support to the top level Vice Presidents. Managed all technical issues,
which included their Novell network servers, ccMail email post offices and personal technical
equipment. Determined work processes within their offices and routines that could be re-
engineered or upgraded on a daily basis. Coordinated with other teams to research, test,
implement and develop solutions for hardware equipment problems. Provided training to the end
user and ongoing maintenance. Mentored the lower level support groups regarding all issues
and how to resolve all problem issues.
07/1996 - 01/1997
PEROT SYSTEMS CORPORATION , Plano, TX USA
Site Support Representative
Provided all PC hardware and software and network support for all Perot associates in the
Dallas area. Duties included but were not limited to PC setup and configuration. Network
problem troubleshooting. Audio video equipment testing and setup for conferences / meetings.
Telephone setup and maintenance. LAN connection establishment and administration utilizing
the NWADMIN utility. Minor Novell server

5. maintenance and administration. cc:Mail email application setup, configuration, troubleshooting,
post office administration and end user instruction.
07/1996 - 01/1997
PEROT SYSTEMS CORPORATION , Plano, TX USA
Level II Local Area Network Support Associate
Provided all PC hardware and software and network support for all Perot associates in the
Dallas area. Duties included but were not limited to PC setup and configuration. Network
problem troubleshooting. Audio video equipment testing and setup for conferences / meetings.
Telephone setup and maintenance. LAN connection establishment and administration utilizing
the NWADMIN utility. Minor Novell server
maintenance and administration. cc:Mail email application setup, configuration, troubleshooting,
post office administration and end user instruction.
05/1995 - 07/1996
PEROT SYSTEMS CORPORATION , Richardson, TX USA
Level II Local Area Network Support Associate
Performed system administration for 25 Novell servers (3.x, 4.10).
Provided end-user support of major software suites (Microsoft Office, Lotus Notes etc.)
Maintained multiple Novell servers (3.x, 4.10) and Novell SAA gateways.
Educated Level I associates on troubleshooting techniques in handling higher-level problem
situations.
Updated all problem issues via REMEDY call tracking software
07/1993 - 09/1994
DIAMOND CONTROL SYSTEMS INC , Allen, TX USA
Technical Support Engineer
Advised customer base on the most efficient system configuration.
On-site and telephone support of automation systems.
Consulted with customers to ensure proper use of system.
06/1988 - 07/1993
ELECTRONIC DATA SYSTEMS (EDS), Plano, TX USA
Various Tech Positions
Hardware Planning Analyst - June 1992 - July 1993
Communicated with customers concerning information technology problems and solutions.
Consulted with customers to ensure use of updated technologies and services. Promoted add-
on products and services to existing customers. Tracked status of all outstanding project plans,
configuration requests, problems and issues using a project tracking application. Resolved post-
installation problems. Worked independently with vendors to prevent/solve customer problems.
Experienced using the following on a daily basis to perform the hardware planning tasks:
TSO,VTAM, CICS.
Business Relations Analyst - Feb. 1991 - June 1992

6. Coordinated all operations in resolving network outages. Initiated new controller software
upgrades for entire customer base. Remotely trained all levels of credit union personnel on
newly installed computer platforms. Provided continual technical product support for total
customer base. Explored new market opportunities through industry and customer research.
Generated growth and improved EDS' market position through promoting add-on sales of
ancillary products. Mentored lower level support team.
Service Relations Analyst - June 1988 - Feb. 1991
Primary contact for end user support for technical/procedural errors in their daily performance
Continually updated and provided the documentation regarding the most efficient use our
system.
Provided after hour’s technical support to all end users across international time zones.
Education:
Texas Tech University, Lubbock, TX USA
BBA, Marketing
Professional Licenses, Accreditations, and Memberships:
Cisco Certified Network Associate (CCNA) Nov 1 2001
Six Sigma Yellow belt certified August 2008-10-14
Foreign Languages:

7. Coordinated all operations in resolving network outages. Initiated new controller software
upgrades for entire customer base. Remotely trained all levels of credit union personnel on
newly installed computer platforms. Provided continual technical product support for total
customer base. Explored new market opportunities through industry and customer research.
Generated growth and improved EDS' market position through promoting add-on sales of
ancillary products. Mentored lower level support team.
Service Relations Analyst - June 1988 - Feb. 1991
Primary contact for end user support for technical/procedural errors in their daily performance
Continually updated and provided the documentation regarding the most efficient use our
system.
Provided after hour’s technical support to all end users across international time zones.
Education:
Texas Tech University, Lubbock, TX USA
BBA, Marketing
Professional Licenses, Accreditations, and Memberships:
Cisco Certified Network Associate (CCNA) Nov 1 2001
Six Sigma Yellow belt certified August 2008-10-14
Foreign Languages: