RAYMOND E. REU

17 Hillcrest Road                                                                            Home:            908-754-1831

SUMMARY

Dedicated technical management professional with ten years experience in information technology.

AT&T Business Customer Care, Technology Process and Planning. 

Ordering, Provisioning and Maintenance Process Owner for Frame Relay over DSL services, Gigabit Ethernet Access to IP and FR/ATM, VSAT Satellite Access to Frame/ATM

Process manager for IP Enabled Frame and ATM Tier 3 Test and Turnup.

• Transition DSL Frame-Relay and Gigabit Ethernet Access services from Data Network Customer Care to new center based on IP Customer Care model.
• Managed hiring and interview process for new DSL Frame Team. Hiring based on DNCC team inputs and team consensus.
• Manage leading indicator analysis from Product Management for headcount projections.
• Develop Budget models for customer care.
• Set training path and implement training schedule for DSL, Gigabit Ethernet, VSAT teams.
• Document methods and procedures for new customer care teams.
• Transition DSLaFR provisioning from Time-To-Market to DSAT Customer Care team.
• Planning and Process support of Customer Care Operations.
• Interface with systems development groups for process automation and system enhancements. Systems include USRP (ordering), ICORE (database and provisioning), EFMS (work flow), SOTS (completion, billing) and BMP (maintenance ticketing).
• Interface with suppliers and AT&T Broadband Connectivity Management for systems and process changes/updates. Suppliers are Covad and New Edge Networks.   Coordinate bi-monthly meetings.
• Plan, organize and participate in process and systems testing including UAT (User Acceptance Testing), ORT (Operations readiness testing) and systems training.
• Deliver process and systems training to DSLaFR Customer Care Team. Organize additional care training with the Picataway Performance Consulting Team.
• Track and review team operations for maintenance and provisioning process flow and enhancements.
• Maintenance and provisioning level III and IV methods and procedures.
• Track budget model and run-rate actuals for DSLaFR Customer Care.  
• Mentor Tyrone Bauer for Gig-E services Customer Care transition.
• Provide Statements Of Work to Service Development for Customer Care planning.
• Attend SRT (Service Realization Team), LNS (Local Network Services) and EIC (Ethernet Infrastructure Council) planning meetings.

AT&T Business Customer Care Online Services, Business Dial, VPN Services Technical Support. Escalation Manager, 1/2000 to 2/2001

• Escalation manager responsible for escalation of time sensitive trouble tickets for resolution. 
• Escalation of problems dealing with the IPASS Global Network, Network Operations, AT&T Dial Platform, CCOM (Customer Care Operations Management), VPNS maintenance, and VPNS provisioning and billing.
• Troubleshooting and diagnosis of problems related to Dial-up access to the AT&T Global IP network, including problems related to Operating system, modem and AT&T network.
• Responsible for personal trouble case management for several top Fortune 500 customers. 

PSE&G. Newark, New Jersey. 1999 (Consultant, Alphanet Solutions Inc.).

• Developed automated installation scripts for the SAP R/3 SAPGUI upgrade from 3.1H to 4.5B.  Currently planning and coordinated deployment to approximately 5500 end users.
• Windows 95/NT workstations. 
• Responsible for troubleshooting and resolving Service Center records related to SAP R/3 database connection problems, SAP GUI issues related to MS Office applications and printing problems related to SAP on the UNIX system.
• Coordinated loading and testing of various applications used by PSE&G.
• PC and network support for the SAP business integration team in Newark, NJ. 95 to 110 users and up (Changed weekly)

PSE&G. Newark, New Jersey. 1998-1999. (Consultant, Alphanet Solutions Inc.).

• Windows 3.1, Windows 95, and Windows NT Workstation desktop support for the Corporate Office.
• Desktop support during migration from Banyan Vines to NT servers.
• Hardware diagnostic and repair of PC and printer hardware.
• Banyan Vines user profile administration.
• Installation and configuration of desktop applications, including MS Office 95/97, Banyan Mail, Outlook 97, Attachmate, Lotus Notes and many others.
• Develop and lead  the rollout of the Salary Planning system to 250 executives in the corporation.
• PC and network support of the 4th floor executive suites including the CFO, CEO, etc.
• Coordinate rollout of new PCs and training of executive assistants.

Saint Barnabas Health Care System. Livingston, NJ. 1998. (Consultant, Alphanet Solutions Inc.).

• Desktop support of Corporate headquarters in Livingston, NJ.
• Novell 3.12 and 4.11 Server Administration.
• Manage Printer Services on the WAN for the corporate office using HP JetDirect and Novell print services.
• Desktop support during migration from internet mail to Microsoft Exchange using Outlook 97 on the desktop.

Bertelsmann Music Group (BMG), New York, NY. 1997-1998. (Consultant, Alphanet Solutions Inc.).

• Team lead for Microsoft Exchange rollout. New York headquarters plus satellite offices. Coordinated and implemented remote location deployement in Atlanta, Los Angeles, Indianapolis, Nashville and Lyndhurst.
• Installation and troubleshooting of scripted Lotus Notes to Exchange migration.
• Troubleshooting of PC, LAN and WAN related problems on Windows 95, NT and Macintosh computers during migration.

AT&T, BMD Advertising department, Bridgewater, NJ. 1994-1997

• Y2K compliance team, Business Markets Division.

• Migrate 50 user Novell 3.11 server to Windows NT 3.51 server.
• Migrate end users of AT&T Mail to Exchange client on HP OpenMail servers.
• Implement TCP/IP services for 65 node LAN using fractional T1.
• Install, upgrade and configure hardware and software on PCs and Network Servers.
• Application Upgrade Management.
• Network Troubleshooting.
• Network support and administration.
• Design, implement and manage Intranet Web server using Microsoft’s Internet Information Server on NT 4.0 server.
• Implemented use of OnTime group scheduling software on Novell Server.
• Migrate OnTime group scheduling program from Novell to NT server, also upgrading to version 4.0.
• Installation and configuration of "Multimedia Room".  Worldnet Internet access and Intel ProShare videoconferencing systems.

Hardware & Software Product Training

            Frame Relay and ATM in-house technical and product training at AT&T.

            DSL technical and product training, including CPE and troubleshooting.

            Gigabit Ethernet Technical training on Cisco equipment.

Cisco, Introduction to Cisco Routers

Wide Area Networks

Microsoft MCP.

Novell CNA, Certification in Novell CNA 3.12.

Microsoft Access

Microsoft FrontPage, Web Design.

Windows 95 Administration

Windows NT Server 4.0 Administration

Windows NT Core Technologies

Microsoft Windows 2000 training with focus on networking, Dial-Up Networking and VPN

Certificate in computer technology (Somerset County Technical Institute)

         PC repair I and II

         PC Networks

         Microcomputer Applications

         DOS batch programming

         C Language

         UNIX I

         Consultative Sales

         Telecommunications

Exams

Microsoft Networking Essentials

Implementing and Supporting Microsoft® Windows NT® Workstation 4.0

Implementing and Supporting Microsoft® Windows NT® Server 4.0

Implementing and Supporting Microsoft® Windows NT® Workstation 4.0 in the Enterprise

Internetworking with Microsoft® TCP/IP on Microsoft® Windows NT® 4.0

Technically proficient with Sun Solaris, Red Hat Linux, and Caldera Linux

Recent Books

Virtual Private Networks, O’Reilly

Introduction to Solaris Administration and Solaris Administration I, SUN Microsystems.

DNS and BIND, O’Reilly

TCP/IP, McGraw Hill

Managing IP network with Cisco Routers

Everything you wanted to know about Linux