Joseph Novak

About Joseph

Experience

at&t ( contractor ) - Arlington Heights, IL | December 2007 - December 2010
Data Services Customer Engineer I
at&t (NOC) Arlington Heights, IL 12/2007-12/2010
Data Services Customer Engineer I (Contractor)
Responsible for working with MIS, Private Line, ISDN, MPLS, Frame Relay, ATM and Voice circuits as well as with Frame and ATM Switches to test and troubleshoot circuits, check settings and bounce/reset PVC’s.
• Provided technical customer care for issuing and resolving trouble tickets in Frame Relay, Private Line, MIS (Managed Internet Service), T1, T3, and OCx
• Developed customer relations by providing timely on-going status of updates and customer escalations
• Coordinated testing between at&t, access providers, customes, various groups/vendors
• Partnered with customers and various access providers to verify that equipment and circuit were working properly
• Worked with Cisco routers, CSU’s, DSU’s diagnostic lines and tools
• Used systems for ticketing and trouble tracking AOTS (Remedy), BMP2, Greta, TBS (Metasolv)
• Provided direction/path forward in testing scenarios, re-routed Toll-Free numbers on an emergency basis and made changes/updates to routers
Utilized BMP, AOTS, Metasolv/TBS, Greta, WFA/IX, Remedy ticketing systems

CrossCom National ( contractor ) - Deerfield, IL | October 2006 - September 2007
Project Coordinator
Managed and coordinated daily workflow of the project insuring quoted margins were achieved, contracts were signed and billing wass current. Executed Project Deliverables from inception to completion.
• Contracted field technical personnel, secured wiring contractor acceptance and ordered equipment and materials
• Updated project database and closed/bill orders, acted as a daily point of contact for customers and contractors and verified that all technical resources and logistics were in place
• Invoiced to customer billing specifications at project completion
Used Lotus Notes

Walgreens - Mount Prospect,IL | February 2011 - March 2013
Senior Network Technician
Work alongside Network Analyst and Engineering Team to proactively monitor and troubleshoot Walgreens’s national 8000+ node Wide Area Network (WAN). Provided Tier 2 support for Walgreens network. Worked with Hughes Satellite equipment and monitoring tools, DNS, DHCP.
• Assisted customers and Walgreens technicians to resolve network issues
• Remotely support Walgreens LAN/WAN issues involving Cisco Routers, Cisco Switches, Fortinet/Fortigate Firewalls, Wavelink WS2000 Wireless Switch, Wireless Access Point, Cisco WAP, Hughes HN7700 Satellite Modems, Cisco VOIP phone system
• Communicated and worked with Telecom Companies as at&t, Sprint, Qwest, Paetec, XO) to resolve T1/T3 issues using both Frame Relay and MPLS network circuit connectivity and/or degradation in the WAN environment
• Configured Cisco Routers, Switches, ports, VLAN’s, STP, using Cisco IOS,
• Supported Cisco 2800, 2900 Series Integrated Service Router, 7604 Edge Routers, 4000 series, 3000 series 3560 PoE switches, 2950 and 2960G, S Catalyst Switches
• Updated and maintained Fortigate 200B, Fortinet Firewall files, verified network data, troubleshot network issues and created a plan of action
• Configured and worked with VOIP, Cisco Unified Call Manager (CUCM)
Used MS Office 2010, EMC Smarts Monitor, Telnet, SSH, Network Authority V 6.6, SNMPc Monitoring, Remedy Ticketing System, ZOC, Managed Switch Port Mapping Tool, Lotus Notes, Lotus IM, Interaction Client, Hughes Vision, Network Authority, MS Outlook, MS Word, MS Excel, Putty, Crystal Point Outside View

at&t ( contractor ) - Warrenville,IL | May 2005 - October 2006
Network Optimization Specialist
Responsible for supporting work center management identifying ongoing process improvements and solutions. This was cost saving division that consolidated circuits with the Local Exchange Carriers.
• Provided excellent customer service partnering with customer and Local Exchange Carriers to insure satisfactory results
• Executed and improved provisioning processes to provide annual corporate cost savings of $12 million
• Provided feedback to further enhance flow through capabilities based on fallout analysis
• Designed facilities, tested circuits and sent ASR’s in order to provide timely circuit disconnect
• Worked with Facility Order Layout Records (FOLR) issuance
Used the following systems and equipment:
• Excel
• Word
• Access
• Outlook
• TIRKS
• SOTS
• SARTS
• ACMS
• TOPAS
• ESPRIT
• TMAS
• DACS-OSS
• TSNOW
• 4ESS
• 5ESS
• Alcatel
• DCS
• DACS

at&t ( as a contractor ) - Arlington Heights, IL | December 2007 - December 2010
Data Services Customer Engineer I
Data Services Customer Engineer I (Contractor)
Responsible for working with MIS, Private Line, ISDN, MPLS, Frame Relay, ATM and Voice circuits as well as with Frame and ATM Switches to test and troubleshoot circuits, check settings and bounce/reset PVC’s.
• Provided technical customer care for issuing and resolving trouble tickets in Frame Relay, Private Line, MIS (Managed Internet Service), T1, T3, and OCx
• Developed customer relations by providing timely on-going status of updates and customer escalations
• Coordinated testing between at&t, access providers, customes, various groups/vendors
• Partnered with customers and various access providers to verify that equipment and circuit were working properly
• Worked with Cisco routers, CSU’s, DSU’s diagnostic lines and tools
• Used systems for ticketing and trouble tracking AOTS (Remedy), BMP2, Greta, TBS (Metasolv)
• Provided direction/path forward in testing scenarios, re-routed Toll-Free numbers on an emergency basis and made changes/updates to routers
Utilized BMP, AOTS, Metasolv/TBS, Greta, WFA/IX, Remedy ticketing systems

SBC (contractor) - Rosemont, IL | August 2003 - April 2005
Network Service Manager
Responsible for provisioning Frame Relay and ATM circuits in many cases for customers’ whole networks.
Provisioned Frame Relay/ATM Service for National Customers.
• Interpreted customer requirements and formatted into ASR’s
• Used Metasolv/TBS to add orders correctly to initiate CMS and to input ASR to forward to
• various telecom companies. Create and edit ASR’s
• Mapped circuits insuring continuity across multiple LATAs
• Coordinated with Project Managers to obtain service for customer
• Worked with various telecom companies and customer to turn up circuits
• Used technical knowledge of routers and telecom to expedite order process
• Worked with customers to insure circuit and router are working correctly
Used Microsoft Office, Excel, Word, Access, Outlook

CrossCom National - Deerfield,IL | October 2006 - September 2007
Project Coordinator
Managed and coordinated daily workflow of the project insuring quoted margins were achieved, contracts were signed and billing wass current. Executed Project Deliverables from inception to completion.
• Contracted field technical personnel, secured wiring contractor acceptance and ordered equipment and materials
• Updated project database and closed/bill orders, acted as a daily point of contact for customers and contractors and verified that all technical resources and logistics were in place
• Invoiced to customer billing specifications at project completion
Used Lotus Notes

AT&T ( contractor ) - Schaumburg,IL | September 2002 - July 2003
Network Management Help Desk Technician
Responsible for monitoring and moving the repair process to successful completion. Worked with Local Exchange Carriers to resolve circuit issues.
• Coordinated testing between various groups/vendors
• Worked on problem determination on WAN’s over both Frame Relay and SNA
• Partnered with customer and various LEC’s (Local Exchange Carriers) to verify that equipment and circuit were working properly
• Used Microsoft Office (Excel, Word, Access ), Procomm Plus
• Operated proprietary systems for ticketing and trouble tracking
Worked with Cisco routers, CSU’s, DSU’s diagnostic lines and tools as well as IBM technicians and Cisco personnel to affect a fix for troubles

at&t ( as a contractor ) - Warrenville,IL | May 2005 - October 2006
Network Optimization Specialist
Responsible for supporting work center management identifying ongoing process improvements and solutions. This was cost saving division that consolidated circuits with the Local Exchange Carriers.
• Provided excellent customer service partnering with customer and Local Exchange Carriers to insure satisfactory results
• Executed and improved provisioning processes to provide annual corporate cost savings of $12 million
• Provided feedback to further enhance flow through capabilities based on fallout analysis
• Designed facilities, tested circuits and sent ASR’s in order to provide timely circuit disconnect
• Worked with Facility Order Layout Records (FOLR) issuance
Used the following systems and equipment:
• Excel
• Word
• Access
• Outlook
• TIRKS
• SOTS
• SARTS
• ACMS
• TOPAS
• ESPRIT
• TMAS
• DACS-OSS
• TSNOW
• 4ESS
• 5ESS
• Alcatel
• DCS
• DACS

AT&T - Rolling Meadows, West Chicago,Lisle,Chicago,IL | May 1988 - December 2001
Communications Technician,Sales Rep,Business Inquiry Rep
Responsible for various Comm. Tech positions including maintaining and provisioning circuits including X.25 and Private Line Subrate, T1, T3 and OCx circuits.
• Provisioning of circuits (DS0, DS1 (T1), DS3 (T3), OCx
• Tested and troubleshot circuits confirming continuity on engineering
• Coordinated testing on T3 and OCx's
• Tested and provisioned IBR's, T1's, T3's and OCx's
• Work with AT&T Central Office Technicians as well as LEC Technicians
• Tested Subrate and T1's remotely, Frame Relay, Voice, ISDN
Used TSNOW, DSTS, SARTS, SOTS, BMP, HP Openview and TRKS systems , MS Office

SBC-Long Distance ( as a contractor ) - Rosemont,IL | August 2003 - April 2005
Network Service Manager
Responsible for provisioning Frame Relay and ATM circuits in many cases for customers’ whole networks.
Provisioned Frame Relay/ATM Service for National Customers.
• Interpreted customer requirements and formatted into ASR’s
• Used Metasolv/TBS to add orders correctly to initiate CMS and to input ASR to forward to
• various telecom companies. Create and edit ASR’s
• Mapped circuits insuring continuity across multiple LATAs
• Coordinated with Project Managers to obtain service for customer
• Worked with various telecom companies and customer to turn up circuits
• Used technical knowledge of routers and telecom to expedite order process
• Worked with customers to insure circuit and router are working correctly
Used Microsoft Office, Excel, Word, Access, Outlook

AT&T ( as a contractor ) - Schaumburg,IL | September 2002 - July 2003
Network Management Help Desk Technician
Responsible for monitoring and moving the repair process to successful completion. Worked with Local Exchange Carriers to resolve circuit issues.
• Coordinated testing between various groups/vendors
• Worked on problem determination on WAN’s over both Frame Relay and SNA

AT&T - Rolling Meadows, West Chicago, Lisle, Chicago,IL | May 1988 - December 2001
Communications Technician, Sales Rep, Business Inquiry Rep, Account Rep
Responsible for various Comm. Tech positions including maintaining and provisioning circuits including X.25 and Private Line Subrate, T1, T3 and OCx circuits.
• Provisioning of circuits (DS0, DS1 (T1), DS3 (T3), OCx
• Tested and troubleshot circuits confirming continuity on engineering
• Coordinated testing on T3 and OCx's
• Tested and provisioned IBR's, T1's, T3's and OCx's
• Work with AT&T Central Office Technicians as well as LEC Technicians
• Tested Subrate and T1's remotely, Frame Relay, Voice, ISDN
Used TSNOW, DSTS, SARTS, SOTS, BMP, HP Openview and TRKS systems , MS Office

Walgreens Co. - Mount Prospect, IL | February 2011 - March 2013
Senior Network Tecnician
Walgreens NCC ( NOC) Mount Prospect, IL 02/2011-3/2013
Senior Network Technician (Contractor/Employee)
Work alongside Network Analyst and Engineering Team to proactively monitor and troubleshoot Walgreens’s national 8000+ node Wide Area Network (WAN). Provided Tier 2 support for Walgreens network. Worked with Hughes Satellite equipment and monitoring tools, DNS, DHCP.
• Assisted customers and Walgreens technicians to resolve network issues
• Remotely support Walgreens LAN/WAN issues involving Cisco Routers, Cisco Switches, Fortinet/Fortigate Firewalls, Wavelink WS2000 Wireless Switch, Wireless Access Point, Cisco WAP, Hughes HN7700 Satellite Modems, Cisco VOIP phone system
• Communicated and worked with Telecom Companies as at&t, Sprint, Qwest, Paetec, XO) to resolve T1/T3 issues using both Frame Relay and MPLS network circuit connectivity and/or degradation in the WAN environment
• Configured Cisco Routers, Switches, ports, VLAN’s, STP, using Cisco IOS,
• Supported Cisco 2800, 2900 Series Integrated Service Router, 7604 Edge Routers, 4000 series, 3000 series 3560 PoE switches, 2950 and 2960G, S Catalyst Switches
• Updated and maintained Fortigate 200B, Fortinet Firewall files, verified network data, troubleshot network issues and created a plan of action
• Configured and worked with VOIP, Cisco Unified Call Manager (CUCM)
Used MS Office 2010, EMC Smarts Monitor, Telnet, SSH, Network Authority V 6.6, SNMPc Monitoring, Remedy Ticketing System, ZOC, Managed Switch Port Mapping Tool, Lotus Notes, Lotus IM, Interaction Client, Hughes Vision, Network Authority, MS Outlook, MS Word, MS Excel, Putty, Crystal Point Outside View

Education

Elmhurst College | Not Set
None

Driscoll Caholic High School | Not Set
High School Diploma

Driscoll Catholic High School | Not Set
High School

Elmhurst College | Not Set
Classes in Computer Science