Regina Guastafeste

256 GreenStreet
Old Bridge, NJ 08857
732-360-2767
SUMMARY

Experienced in identifying and resolving telecommunications network

problems. Strong communication skills and proven ability to Maintain
satisfaction. Regardless of industry, product or type of service,
customers consistently report that they valued qualities in service
they received. Managing a seamless service, be trustworthy,
attentive, and resourceful, have been skills developed Through over
15 years of customer services in a Business to Business and Business
to Customer environment.
EXPERIENCE

EXPERIENCE:
2009 -2010 SUN TECHNOLOGY, DULUTH, GA a" AT&T NETWORK OPERATOR
(CONTRACTOR)
*
Arranged national dispatches for AT&T technicians in order to
resolve service tickets, and alerted the managers through e-mail
(Outlook) for high priority problems.
*
Provided hourly updates to customers until service problem was
resolved.
*
Managed VTAM; Data Kit; Packet Switching (unix system); Timeplex;
Newbridge; and CNT/NSG. Each of these networks has their own
monitoring platforms and applications may be integrated with multiple
networks. Net Ops is responsible for changes to the network during
specified change control windows.
*
_PRIMARY RESPONSIBILITIES INCLUDED:_
*
Monitoring network systems, facilities, and responding to troubles
within the Verizon internal data network (East).
*
Responsible for providing Proactive Monitoring, 7-x 24-Hour
Coverage, Problem Evaluation, Problem Reporting, Trouble Resolution
and Network Problem Escalation.
 *
Supported Service Delivery and Problem / Crisis Management through
the use of reporting tools (e.g. ENS Performance Reports, Mech TR,
VTAM, WFA, TIRKS, Availability Meetings, etc.), Routine follow-up,
escalation's and Root Cause analysis (until resolution).

1995-2002 FORUM CONSULTING GROUP FREEHOLD, _NY VERIZON IN NETWORK

OPERATIONS, ISO 9000 CERTIFIED CONTRACTOR_
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Worked on trouble reports received through lotus Notes, and high
volume customer calls for MARCH troubles (provisioning, giving
external Customers dial tone), CALLABILITY (feature allowing
customers to change their call forwarding number from anywhere) and
CCRS (Feature for Centrex customers), all of which affect the paying
customer.
*
Worked on incident reports through Lotus Notes, sent beeper
notifications of system outages through the use of Wind Beep
Software. Conferences calls of the same nature, all of which affected
the external customers.
*
Monitoring and trouble shooting problems, and resolving, with telco
switches (dms 10, dms 100 and 5ess) through the use of Packet Switch
network (unix), X.25, Cisco routers, Bay 4000 Terminal Servers, and
AI Boxes, modem-to-modem problems and facility troubles.
*
Assisting field technicians with troubles on the VTAM controllers,
Cisco and Nortel routers and various problems.
*
Trained union workers, and contractors starting at the helpdesk with
the use of WINDOWS (several versions) accessing VTAM/NETVIEW, MECHTR,
SPERRY/CMS, SPERRY/CMS, SAP, AS400,MVNF, X.25, DATAKIT, CIMAP, LMOS
and TIRKS.
*
Reset of passwords.
*
Prepared a five page, step by step procedure for the proper trouble
shooting on dms 10's, dms 100's, and 5ess switches, Sync and async,
which now appears on the Corporate Web for ISO 9000.
*
Received seven on the spot recognition awards and letters of
commendation.
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Chosen as a finalist in QUALITY OF EXCELLENCE AWARD.
 1981 - 1994 NYNEX SERVICE CORPORATION New York, NY
_SYSTEMS ANALYST MANAGER, COMPUTER CONTROL ANALYSIS CENTER, HELP
DESK_
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Handled High volume of customer calls, in a stressful environment,
and maintained professional courtesy.
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Responsible for identifying problem sources, (network, terminal or
facility). Notifying, and escalating to appropriate groups for
resolution. Network trouble analysis of application links, system
links, user circuits, controllers and token ring circuits for all of
the NYNEX Corporate Network in New York and New England.
*
Experienced in the use of Microsoft Windows, IBM Workstations,
VTAM/NETVIEW, PACKET, X.25, IBM/IMS, DATAKIT, 990 Mux, SPERRY/CMS,
MVNF, TSO/ISPF, SAP, AS400, CIMAP, WFA, TIRKS, & LMOS.
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Reset of passwords.
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Prepared a step-by-step troubleshooting guide for terminal,
controllers (40/4, 4540, AT investigation of billing errors;
explanation on inquiries; new service, installation, move orders,
equipment orders, and promoting telephone sales of equipment and
special features.
*
Received recognition awards for productivity, service and increasing
Company revenues.
TELEPHONE OPERATOR 1966-1967
TECHNICAL TRAINING

Bisynchronous Protocol Data Communications and Facilities

Introduction to Data Communication Sage Overview
Tirks overview Cimap overview
LMOS overview Rydes overview
Token Ring overview Introduction to VTAM
Introduction to Packet Advanced Packet
Advanced Datakit Introduction to Routers
990 Mux overview Word Perfect
 Excel ISO 9000
Managing Conflict Stress Management
How to Survive an Audit Navigating the Systems Database
Tip and Ring Installation and Repair Unified Diversity Leadership
Strategy
EDUCATION

_BISHOP RAYMOND A. KEARNEY H. S._

CELL (732) 754-4432 a e-mail rgd42fc6@westpost.net
256 Green Street a old bridge, nj 08857 a Phone (732) 360-2767