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ROBERT W.

DONLON
16 Mapleleaf Drive
Nashua, NH 03062
603.891.0617 rd687074@westpost.net
SUMMARY
A dedicated, highly organized Support Engineer, recognized as an outstanding tea
m member, as well as an independent worker. Effectively leverages network exper
ience with Windows 98/NT and PC Support. Demonstrated ability to coordinate and
complete projects efficiently within planned time frames, in a fast-paced ever-
changing environment. Proven ability to communicate and develop effective worki
ng relationship with customers and internal technical and administrative personn
el.
PROFESSIONAL EXPERIENCE
OCE BUSINESS INC. WELLSLEY MASS
2008-2010
SUPERVISOR
Manage second shift staff responsible for on time accurate processing and scanni
ng of time sensitive financial materials and data meeting or exceeding service a
nd quality standards.
COMMUNICATION
Responsible for all escalations including answers questions, solving problems a
nd providing solutions to site operators and internal clients
* Generate monthly reporting for Scanning operations performance.
* Communicates with site operators to ensure client deadlines are met.
* Coordinate quarterly service histories from service providers and provide Quar
terly Business Review analysis/reports to client.
OPERATIONS/QUALITY CONTROL
* Monitors data streams sent to the center from other locations and actively see
k ways to improve efficiency and quality of workflow.
* Monitors queues to ensure proper resource scheduling.
* Operate all scanners and train other center operators in the proper usage of a
ll scanning equipment.
* Performs systems administrator and maintenance tasks for scanners.
* Establish and maintain Disaster Control policy/process and coordinate implemen
tation with outside service providers.
* Develops and maintains all center forms and logs to monitor activities, errors
, issues and volumes. Evaluate log data to identify areas for improvement.
* Responsible for maintaining all center scanning equipment to manufacturer stan
dards. Interface with vendor to schedule standard maintenance tasks and ensure
equipment uptime to support service standards.

ROBERT W. DONLON PAGE TWO

NORTEL NETWORKS, (formerly Bay Networks), Billerica, MA 1990 - 2007


Customer Support Engineer 2005 - 2007
Provided second level Customer support for Network Management software on Unix,
Windows 2000 and 2003 server. Prime contact for Internal and External Customers
for Network management software support. Accessed customers' networks through
VPN, telnet, Webex or remote desktop to troubleshoot complex issues with servers
and networks. Defined and documented troubleshooting procedures for first leve
l support team. Configured Switches and Routers and code to meet Network Manage
ment software requirements.
* Successfully configured HP Openview to work with Nortel Management software.
* Reorganized case distribution to more evenly distribute workload, resulting in
decreased overtime, increased efficiency, and reduced errors.
* Coached and resolved first level cases, decreasing escalations by 50% and incr
easing customer satisfaction.
* Reduced stress and increased satisfaction of customers by adopting a cooperati
ve attitude and positive approach to every task and assignment.
* Demonstrated high quality, results driven, prompt and professional customer se
rvice to instill confidence in technical advice and directions.
Network Support Engineer 1999 - 2005
Set-up and installed network equipment to support customer support staff. Provi
ded technical support to engineers. Evaluated network products and made purchas
e recommendations. Established and maintained vendor relationships for lab and
equipment. Managed department hardware and software inventory.
* Effectively developed and documented lab procedures, ensuring consistency of p
rocesses.
* Designed and implemented and IP address scheme which reduced support engineer
downtime by 75%.
* Efficiently installed and configured servers, routers and modem racks in a net
work operations center.
* Assigned special projects including customization of desktop/laptop hardware a
nd software, based on skills and experience.
BAY NETWORKS, Billerica, MA 1990 - 1999
Technical Specialist
Provided support for networking products for the production floor. Evaluated EC
O's for network equipment. Debugged complex problems on routers. Recommended a
nd reviewed updates for test procedures. Analyzed and reported on failure data
with Quality Assurance from the field.
* Received a pride award from Product Director for going above and beyond for th
e company.

ROBERT W. DONLON PAGE THREE


BAY NETWORKS (continued)
Senior Technician / Work Coordinator
Assisted the Manager in candidate interviewing process and provided input to per
formance reviews of production personnel. Coordinated the work distribution / p
riorities for 10 technicians. Mentored and supported technician staff. Managed
30-networked PC's for the production environment. Introduced new products with
test engineers to the production floor.
* Reduced test times for customer configurations by 75% by analyzing failure dat
a and implementing process changes.
* Proactively monitored schedules using the manufacturing management system for
on-time shipments, efficiently adjusting resources to meet changing priorities.
EDUCATION
Microsoft Certified Professional (MCP),
Graduate, Microsoft Windows NT/SQL Server Administration, Boston University,
Graduate, Computer Service Technology curriculum, Control Data Institute
IN-HOUSE EDUCATION
Bay Networks Inc. / Nortel Networks, Billerica, MA
* Optera Metro 3000 Series
* CVX 1800 Operations, Maintenance and Provisioning
* Accelerated Router Configuration
* High Speed Net Solutions