Resume of Qualifcations

Donald Lee Address: 238 De Long Street, San Francisco, CA 94112 Email: [email protected] Phone: (650) 757-7578 Webpage: http://www.angelfire.com/journal2/donaldlee

EXPERIENCE SBC Enterprise Internet Solutions Sept. 2004 to Present Position: Manager - Quality/M&P/Process Tasks: Developed and documented methods & procedures for the Dedicated Services and Support (DSS) groups including the Dedicated Enhanced Service Center (DESC), Dedicated Provisioning and IMAC Support teams; interacted daily with teams to acquire information and knowledge to ensure up-to-date documentation is provided to groups; served as representative of DSS team on core teams and project sub-teams for product development projects; consulted with DSS management to ensure operations teams have adequate input in decisions made in the meetings; worked with outside vendors and external organizations to develop and test tools and systems to ensure continuous performance improvements within the DSS teams. Accomplishments:  Documented technical support methods and procedures for the launch of several phases of SBC NVPN MPLS projects: Quality of Service, SLA and Extranet  Documented IMAC support methods/procedures; Created process flows, and documented escalation procedures during ISO 9000 audit of DSS groups.  Assumed a portion of employee training duties when department trainer was reassigned. Conducted several new hire and existing employee training sessions.

SBC Internet Services – Internet Major Accounts Center Oct. 2002 to Sept. 2004 Position: Connectivity Specialist II Task: Provided phone and email technical support for customer DSL, T1, and VPN services; proactively monitored customer's internet connections and contacted customer when services were down; triaged calls to other support centers as required; routinely took hundreds of calls and worked hundreds of each ticket each week involving customer issues and worked to resolve them to meet department goals. Accomplishments:  Implemented the use of Microsoft Outlook templates to improve efficiency in notification of opened/closed trouble tickets for two of our biggest customers: DR Horton and Tetra Tech.  Assisted the SBC Project Manager of customer Tetra Tech in refining the notification process for open and closed trouble tickets.

SBC Internet Services – Dedicated Enhanced Service Center June 2000 to Oct. 2002 Position: Senior DESC Engineer I Task: Provided 2nd Tier phone and email support to customers with Frame Relay, Point to Point, ATM, and DSL connections; handled escalations from department managers and assisted Tier 1 agent with any issues they were not able to resolve; proactively monitored customers connection using HP Openview/Netcool.; routinely took hundreds of calls and worked hundreds of tickets each week to ensure we met our department goals. Accomplishments:  Promoted to Senior Engineer in February of 2001  Wrote a technical guide on how to configure an Ascend ISDN router for use in a department project.  Wrote a technical guide on basic BGP troubleshooting in Cisco routers for internal department website.  Received three customer kudos for outstanding support

SBC Internet Services – Technical Center May 1999 to June 2000 Position: Technical Analyst Task: Provided 2nd tier phone support for customers with DSL and dialup services and assisted 1st tier agents with billing and technical escalations; provided email and online technical support teams answering customer inquiries regarding technical, billing, and other issues. Accomplishments  Served as member of DSL Flash team and handled chronic and urgent customer escalations from other 2nd tier agents.  Served as member of Hotcube team which supervised the support staff, the call queues, and the email/online support statistics to ensure the center was meeting department goals.

University of California, San Francisco – Department of Neurology Jan. 1998 to May 1999 Position: Administrative Assistant I Task: Provided administrative support to the Coordinator of Central Administrative Services, Executive Assistant to the Chair, Management Service Officer, and other Faculty members; processed reprint requests for faculty using Current Contents; updated database for faculty locator list and department mailing list; served as Library Assistant and handled journal subscriptions, maintained library room, reshelved and reorganized books; word processed correspondence, distributed mail, purchased office supplies, photocopied, faxed, answered phones, and other duties as assigned. Accomplishments:  Assumed Administrative Assistant III position for one month when previous person unexpectedly left right after accepting job offer. Duties included: Handling monthly Quality Assurance reports, logging daily Discharge Summaries, assistant to Management Service Officer, distributing pagers to Residents, receptionist and other duties as assigned.  Wrote technical guide how to use Unix "vacation" feature for when employees were on vacation. Donald Lee pg. 2

EDUCATION/CERTIFICATION

San Francisco State University Bachelor of Science 1998 Double Major: Computer Information Systems and Office Systems

UC Berkeley Extension Hands On Advanced Cisco Router Configuration Specialist Certificate - 2002

KNOWLEDGE/SKILLS

DSL Routers: Caymen, Netopia, Efficient Networks, Zxtel, NetGear Software: MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, Netscape/Mozilla, Internet Explorer, Snag-It, Editlite, Syndesis Net Provision, Visio Languages: HTML Operating Systems: Windows 95, 98, XP, DOS, Mac OS 7.1 to X, Unix Networking Technologies/Protocols: Frame Relay, Point to Point, DSL, TCP/IP, Cisco IOS, BGP, RIP, FTP, DNS, SMTP/POP3/IMAP, MPLS Other Skills: Good writing, communication and customer service skills Foreign Languages Spoken: Cantonese, Toyshan (chinese dialect) Network Monitoring Tools: HP Openview/Netcool, What's Up Gold Databases Applications: Vantive, IAF, E-Helpdesk