PHILLIP THORNE

755 McKendree Road

Mooresville, North Carolina 28117
(704) 644-2984
pt4ba886@westpost.net
OBJECTIVE
To continue my career as a Telecommunications Network Support Manager leading an
d managing projects in the areas of network design, implementation and support.
AREAS OF EXPERTISE
* Network Design/Support
* Sonet Ring Technology
* Project Management
* Disaster Recovery
* Collocation
* Network Diversity
* Root Cause Analysis
* DS-n, OC-n Circuits
* Call Center Analysis
* Vendor SLA Management
* Enhanced Call Routing
* Inventory Auditing
* Change Management
* On-Net Dialing Plans
* Trouble Management
PROFESSIONAL EXPERIENCE
2003-2009 AT&T Inc. / BellSouth Inc. Charlotte, North Carolina
Service Executive
Technical support for large global financial institutions. Responsible for provi
ding local and long distance voice and data network support for customer call ce
nters and branch offices. Other duties include product development, change contr
ol, diversity analysis, billing, vendor management, project management, implemen
tation support, On-net dialing plan management and SLA reporting.
2001-2003 Summit Dry Cleaners Inc. Denver, North Carolina
Vice President -
Small business owner responsible for managing plant operations. Responsibilities
included employee management, supply chain management, payroll, billing, govern
ment compliance and taxes. Quality control and customer care.
1989-2001 WorldCom Inc. / MCI Inc. Charlotte, North Carolina
Technical Consultant (2001-2001)
Technical Consultant supporting a large global financial institution. Responsibl
e for supporting clients internal customers by designing and implementing a wide
variety of network enhanced call routing applications. This support also includ
ed multiple network reporting requirements.
Technical Service Manager (1996-2001)
Technical support for a large global financial institution. Responsible for prov
iding long distance voice and data network support for customer call centers and
branch offices. Support included network call center capacity planning, network
reporting, diversity analysis, fraud control, enhanced call routing application
s that included but was not limited to the integration of customer premise-based
Cisco/GeoTel network, Avaya CTI, Aspect ACD and Convergys IVR devices within th
e WorldCom network.
 Technical Specialist III (1990-1996)
Lead technician for Accounts Maintenance Group. Responsibilities included instal
lation and or maintenance of customer premise equipment and DS-n, OC-n circuits
utilizing various types of test equipment. Also maintenance of remote unmanned p
oint of presence central office equipment that included channel banks, multiplex
ers, DSX panels, DACS, fiber optic repeaters, HVAC systems, battery/generator ma
intenance and AC/DC power plants.
Technical Specialist (1989-1990)
Washington, District of Columbia
Responsibilities included proper coordination and testing between other terminal
s, local central offices, and customer networks for installation and or maintena
nce of DS-n circuits that terminated within NT DMS-250 switch, DACS, echo cancel
lers and multiplexers.
1986-1989 CAP Industries Inc. Hallandale Beach, Florida
Customer Field Engineer
Responsibilities included troubleshooting and repairing a variety of financial i
nstitution computer hardware systems.
EDUCATION
Master of Business Administration (24 of 48 credit hours completed)
Keller Graduate School of Management
Charlotte, North Carolina
Bachelor of Science in Technical Management (2008 Summa Cum Laude)
DeVry University
Charlotte, North Carolina
Associate in Science in Electrical Engineering Technology (1985)
West Virginia Institute of Technology
Montgomery, West Virginia
Diploma in the Electronics Technician Program (1984)
DeVry Institute of Technology
Columbus, Ohio
CERTIFICATIONS
Cisco Certified Design Associate - CCDA (2001)
ACCOMPLISHMENTS
* Conducted training sessions for colleagues and customers providing efficient t
rouble assessment, analysis and vendor reporting solutions.
* Worked successfully with multiple vendors streamlining SLA deficiencies and do
cumentation discrepancies minimizing carrier and customer network impact.
* Designed a multitude of enhanced voice routing applications providing customer
s with the least amount of intervention and reduced manpower requirements.
* Managed a global voice and data network successfully with virtually no managem
ent supervision or intervention.
* Provided training and mentoring to new hires minimizing learning time to be se
lf sufficient in their responsibilities.
* Exceeded support requirements and earned MCIs highest award the "Inner Circle.
"
* Designed and implemented several network diversity and disaster recovery chang
es providing customers with network hardening and cost savings.
* Exceeded support requirements and earned AT&Ts highest award the "Pinnacle Clu
b."