Emma Chambless has over 20 years of experience in telecommunications engineering and technical support roles. She is currently a Major Incident Manager at Verizon Business, where she coordinates responses to major network incidents. Previously, she worked as a Telecommunications Network Engineer and Technician for Verizon Business, MCI WorldCom, and the United States Air Force. She has extensive experience troubleshooting voice and data circuits and networks. She is pursuing a Bachelor's degree in an effort to continue her education.

1. Emma Chambless
5440 Roan Mountain Place
Raleigh, NC 27613
(919) 414-0120 or em4skate@gmail.com
TECHNICAL EXPERTISE:
 Excellent customer service skills.
 Excellent verbal and written communication skills.
 Works well in a team environment and/or individually without much supervision. Follows hierarchical chain.
 Proficient in circuit testing and diagnosis. Voice or Data.
 Proficient with Alcatel, Tellabs and Titan DXCs.
 Skilled and knowledgeable on DMS250, DMS500 and voice Ericsson switches. Cisco and Juniper Routers and Cisco LAN switches AP’s.
 Understands functionality of F5s, load balancers and firewall security appliances.
 Trained on HPSM, Remedy, Scopus, Peregrine, TRAX, Boss and ETMS ticketing systems.
 Proficient with Excel, Outlook, PowerPoint of Microsoft Office 2013.
EXPERIENCE:
Verizon Business 2013-present
MIM –Major Incident Manager (Lead Specialist Engineer)
 Coordinating representatives from network, security, customer and executive management to isolate, plan and execute resolution to Major
Incidents via conference calls/bridges.
 Provide periodic verbal and written updates during the Incident bridges.
 Email correspondence and track follow up action items as well as documentation and verbal and written communication to management and
customer executives.
Verizon Business 2007 – 2013
Telecommunications Network Engineer (Shift Lead)
 Provide technical support for Managed Services Clients by proactive monitoring (and reactively reported trouble) of WAN and LAN
connections for several national and international clients.
 Responsible for the troubleshooting and diagnosis of fractional t1, ds0, and ds1 voice and data circuitry. (P2P, MPLS, FRAME, ATM, PRI,
BRI, PIP, and DIRECT PIP). Utilizing existing knowledge of Lucent, Alcatel 3/1 and 1/0 DACs digital cross connections. ITS (Integrated Test
System) for remote testing and isolation.
 Provide remote testing assistance and sharing technical knowledge to customer 3rd party inside wiring and other vendors.
 5yrs of OJT with several types of Cisco and Juniper routers and Cisco LAN switches, (to include CATIOS).
 Interact on a regular basis with Cisco TAC for support as well as RMA hardware.
 Create and manage ECM’s (Emergency Change Management Documents) for retroactive hardware replacement/inventory.
 Provide leadership, technical guidance and procedural support to my peers. I have also been liaison and point on several organizational
projects directly with Senior Management to which I have received “Ovation” awards and recognition.
 Helped pilot EVDO as a primary connection program for a Verizon client. Resolving ‘kinks’ in the initial design with the help of NOC
Management, the PMO, LCE and DE on the account, to provide a consistent 98% availability target.
MCI WorldCom, DBA WorldCom Inc 1998 - 2006
Telecommunications Engineer/Technician (with 6mo’s hands-on Central Office experience)
 Provided remote network surveillance and technical support for voice and data circuit maintenance and repair of fractional t1, ds0, and ds1
voice and data circuitry. (P2P, MPLS, FRAME, ATM, PRI, BRI, PIP, and DIRECT PIP)
 Responsible for preventative maintenance battery checks upon a DMS250, DMS500 and voice Ericsson switches. Tape Switching and back
up reel inventory.
 Responsible for remote alarm facility access coordination, on-call status, replacing failed equipment hardware.
 Acceptance testing for SS7 network trunk installation with local carriers/providers.
 Responsible for a team of 6 in a supervisory role, to ensure quality performance, with a consistent 100% compliance.
United States Air Force 1994 - 1998
Cable Communications Systems Splicer/Technician
 Team member trained to climb telephone poles, operate many types of vehicles like trenchers, backhoes, cable reel line trucks, dump trucks,
bobcats and general purpose outside plant equipment to install fiber copper and coaxial media on poles, in manholes and directly buried.
 Installed and terminated CAT1-thru 5.
 Inventory management.
 Performed updates to CSIR drawings. .
 Awarded the USAF Good Conduct Medal, and an Accommodation Medal.
EDUCATION:
ADTRAN University 2010- Present
 ATSA/IP Telephony Certification Jan 2013
 ATSA/IPBGP Certification Apr 2013
 ATSA/Internetworking Certification April 2013
 ATSA/ UCAS Certification Jan 3013
 ATSA/wLAN Certification Apr 2013
North Carolina Wesleyan College 2012-Present
79/124 credits towards Bachelor’s Degree.
Elmira High School – Veneta, OR 1990 – 1994
HS Diploma

2. PERSONAL DETAILS: I am currently an active member of a non-profit Sports Entertainment company called the Carolina Rollergirls. This is a volunteer
role with a community focused team of professional individuals that strive for personal improvement on and off the track and gives back to the
community.