WILLARD TERRY
Acworth
Summary
Technical professional with extensive experience in telecommunications and network engineering. Proven ability to resolve critical issues in time-sensitive environments while leading and developing high-performing teams. Committed to continuous improvement and achieving organizational goals through effective leadership and motivation. Track record of driving team collaboration to meet and exceed performance targets.
Overview
29
29
years of professional experience
Work History
Network Command Center Supervisor
Fusion Connect
Atlanta
01.2007 - 01.2023
- Company Overview: Formerly Birch/Cbeyond
- Serve as escalation point for backbone network, cloud services and all internal network operations systems.
- Monitor Backbone and Distribution networks using Network Management software Netcool, NetQOS, Netcool, Zabbix, Cacti, Nagios and Solarwinds.
- Responsibilities included remote configuration of core network devices and all customer premise equipment.
- Responsible for the coaching, disciplining, reviews for all direct reports.
- Responsible for proactively monitoring 2700+ network devices.
- Monitoring and troubleshooting DS0’s, T1’s, SIP, OSPF, DS3’s, OC3s and BGP.
- Engage Cisco TAC and working through router related problems.
- Running outage teleconference bridges effectively and professionally.
- Toll Fraud identification and management via Class4.
- MACD for data/internet, reclaim Ips, remove network configuration, remove monitoring.
- Formerly Birch/Cbeyond
Network Operations Center Engineer TIER II
US LEC
Charlotte
01.2002 - 01.2006
- Proactively monitored networks via Net-cool and HP Open-view monitoring systems.
- Open trouble tickets using US LEC’s internal M6 TBS Trouble ticketing system as well as Remedy.
- Isolate troubleshoot circuit issues utilizing 5E and CBX switches.
- Responsible for analyzing, testing isolating and resolving all circuit issues.
- Troubleshoot and resolve issues with local and long distance services.
- Complete and maintain Complex Translation changes in response to customer reported troubles.
- Monitor fraud and load BWM’s and software upgrades.
- Able to resolve issues on DPL circuits, point-to-point and logical frame relay ATM PVC issues.
- Trouble shoot and resolve VOIP issues, Dynamic T1and MPLS/VPN virtual router protocols, Proficient in troubleshooting Metro Ethernet, VLANS, L357 Switch, and Transceiver.
- Provide OJT to teammates as well as outside training.
- Updated site surveys using VISIO when any changes or new installs are added to the network.
- Single point of contact on off shift for all maintenance and upgrades on core backbone of the network.
- Works well without supervision.
Network Security Supervisor (Fraud Prevention)
US LEC
Charlotte
01.1999 - 01.2002
- Established working guidelines and procedures for Fraud Prevention department to operate efficiently.
- Created and maintained Fraud Database.
- Assist in delinquent collections.
- Implemented Standard Operating Procedures to ensure IOS certification.
- Implemented training courses for new hires-creating efficiency and time management.
- Saved company over one million in revenue by proactively isolating potential fraud.
- Worked closely with Local and Federal Law Enforcement helping to secure subpoenas.
- Revised formal written policy on Harassing and Annoying phone calls ensuring suspects are prosecuted.
Fraud Team-leader
Bellsouth Mobility DCS
Charlotte
01.1996 - 01.1999
- Identify fraud-minimizing loss to Bellsouth Mobility DCS.
- Investigate fraud cases, Expanded fraud team from 50 to 100.
- Established guidelines and procedures within fraud department ensuring all fraud cases are resolved in a timely manner.
- Partnered with law enforcement and Bellsouth DCS mobility partners to resolve and prevent fraud.
- Created database-showing savings due to the prevention of fraud.
- Trained peers handled numerous tasks.
- Handled collections.
Customer Operations/Credit Analyst
Bellsouth Mobility DCS
Charlotte
01.1996 - 01.1997
- Activate new subscriber.
- Developed Excellence In Sales training course.
- Assist customers with operation of digital phones.
- Assist team member with system problems.
- Make solid decisions while keeping business goals in mind.
- Support all sales channels of Bellsouth Mobility.
- Process commercial applications.
- Handled manual reviews, escalated calls.
- Train new credit analyst.
- Manage fraud cases.
- Setup Information Database for Fraud-busters.
Customer Service Associate
First Union Mortgage Corporation
Charlotte
01.1995 - 01.1996
- Answer 120-160+ incoming calls daily from mortgage holders, title companies, attorneys and other financial institutions.
- Answered questions involving escrowed accounts, amortization schedules, assumptions and pay-offs on FHA, VA and Conventional loans.
- Trained other employees on using internal systems IMS and CIS.
Personal Service Representative
First Union National Bank
Charlotte
01.1994 - 01.1995
- Answered 100-140+ incoming calls daily from card members and branch personnel.
- Approved applications for lines of credit, second mortgages.
- Prepared and verified several types of financial entries and maintenance for card-member accounts.
- Identified fraud.
Education
Computer Science, Mathematics
Benedict College
Columbia, South Carolina05.1992
Academic Diploma - Computer Science
William Fleming High School
Roanoke, Virginia12.1988
Skills
- Network monitoring and troubleshooting
- Configuration management
- Fraud detection
- Incident response
- Performance analysis
Timeline
Network Command Center Supervisor
Fusion Connect
01.2007 - 01.2023
Network Operations Center Engineer TIER II
US LEC
01.2002 - 01.2006
Network Security Supervisor (Fraud Prevention)
US LEC
01.1999 - 01.2002
Fraud Team-leader
Bellsouth Mobility DCS
01.1996 - 01.1999
Customer Operations/Credit Analyst
Bellsouth Mobility DCS
01.1996 - 01.1997
Customer Service Associate
First Union Mortgage Corporation
01.1995 - 01.1996
Personal Service Representative
First Union National Bank
01.1994 - 01.1995
Computer Science, Mathematics
Benedict College
Academic Diploma - Computer Science
William Fleming High School
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