Viola Spicer

Successful experience in Tier 2 customer service and technical support with recognized strengths in problem-solving, troubleshooting, sales staff support, planning and implementing proactive procedures (RCA, MOP, SOW) on atypical system problems in telecommunications networks worldwide.• Possess solid technical knowledge in fiber optic transmissions systems (SONET/SDH and DWDM), digital cross-connect systems (Narrowband, Wideband, and Broadband services) and data networking equipment. • Excellent working knowledge in protocols (STP/MSTP, IS-IS, OSPF, MPLS, etc) and technologies (SONET/SDH, TDM, Ethernet, etc) related to Layers 0, 1, 2 and 3.• Ability to motivate coworkers, potential and current customers, as a mentor and trusted SME on various equipment applications.• A team player, acknowledged as “Technical Support Engineer of the Month”, a "Customer Achievement Program (CAP)" recipient and chosen as a "Kepner Tregoe (KT) Decision Making Coach".• Planned, developed, and conducted training courses for technical and non-technical end-users to install, maintain, troubleshoot and operate various telecommunications and data networking equipment provided by Tellabs and Cisco.