1. PAUL J. LISANTI (914) 275-2992
136 Waterfall Court paullisanti@yahoo.com
Bloomingdale, NJ 07403 LinkedIn
SUMMARY: Wireless Network Operations Technician with progressively responsible diverse experience
within many aspects of the Telecommunications industry. Strengths include network troubleshooting and the
ability to effectively multi-task independently while working in a fast paced team oriented environment.
Successfully increased revenue and profit margin through timely problem identification and resolution, while
consistently achieving high standards of customer satisfaction. Proficient with personal computers, and
programs such as Microsoft Word, and Excel. Skilled in Irisview tracing, E911 troubleshooting, SS7 call
tracing, switch testing, and phone programming. Experienced in all aspects of network and device
troubleshooting.
PROFESSIONAL EXPERIENCE:
VERIZON WIRELESS, Bedminster, NJ
2004- present
Network Technician- NRB (Network Repair Bureau)
- Analysis and resolution of customer impacting issues in the Verizon Wireless Voice and Data Network.
-Consistently exceeded average technician statistical metrics in numerous categories such as tickets per day
worked, as well as ticket quality review scores. This contributed to the achievement of department monthly and
yearly service level goals, which increased internal and external customer satisfaction. That led to the meeting
of network operations yearly goals and increased company revenue by exceeding company targets in numerous
areas such as customer net adds and churn.
- Troubleshoot and resolve trouble tickets via the Remedy ticketing system, pertaining to network hardware and
software, RF Coverage, translations, and voice and data network elements; including Lucent (ECP, 5ESS,
OMP), Nortel (BSC, BTS), and Motorola (EMX, CBSC).
- Trending of wireless voice and data issues, and driving resolution of service impacting conditions by
interacting with resources such as Nocc and Cell Technicians, System Performance Engineers, Translations,
and 911 centers.
- Use of Network and customer trouble resolution tools including Remedy, Sane, RTT, Access 7, Mars, Net
Geo, and RCATS.
VERIZON WIRELESS, Morristown, NJ
2003-2004
Technical Support
- Answering, investigating and resolving inquiries regarding Wireless Network Services and equipment
-Troubleshooting of home and roaming issues nationwide
-Providing support and / or handle calls from 800 line specialists, Communication Stores and roaming partners.
-Diagnose technical issues, take corrective action, and interface directly with external and internal customers.
-Familiar with wireless equipment, service & feature offerings pertaining to CDMA voice & wireless data
network.
-Submit trouble tickets, and work directly with Network Repair personnel to resolve customer problems.
-Trending, troubleshooting, and communication of customer affecting Network system alerts.
AT&T WIRELESS SERVICES, Paramus, NJ

2. 2001-2002
Network Technician- WNEO (Wireless Network End User Operations)
-Identify, troubleshoot, and resolve customer’s technical issues reported via Remedy trouble reports, and
Network Operations hotline.
-Troubleshoot and resolve end users' technical issues by providing tier 3 technical troubleshooting support of
Lucent, Nortel, and Ericsson TDMA and GSM Network.
-Skilled in using Lucent, Nortel, and Ericsson switch platforms.
-Utilize Remedy, Tandem HLR, Winfiol, AMS, RCATS, FMS, Reflections, Excel, and other Windows
applications to troubleshoot a wide variety of technical issues as well as network elements database changes.
-Troubleshoot Data Translations and Call Routing issues, and Perform SS7 call traces.
-Interact with local and long distance landline exchange carriers to troubleshoot and resolve technical
issues.
-Provide Cell Site status and RF Coverage information for TDMA/GSM Network
-Extensive remote switch testing experience.
10/99 - 06/01
Roaming Operations Technician
-Provide troubleshooting support to AT&T Wireless Technical Services Department, and Wireless carriers
nationwide.
-Testing of customer services and features through extensive use of the network elements.
-Submit and complete Roaming trouble tickets through Remedy/AMS.
-Resolution of Roaming carriers issues and trouble reports.
-Logging, tracking, and reporting of roaming issues and trouble tickets.
-Extensive technical troubleshooting.
-Directly support and interact with Tech Services, Network Operations, Engineering, and Wireless Carriers
nationwide.
6/97 - 10/99
Technical Coordinator (Technical Services Department)
-Answer Technical Support hotline and provide resolution of trouble reports submitted by Inbound Customer
Care Department.
-Educate internal/external customers on technical issues.
-Update Customer Care organization on system enhancements.
-Assist internal/external customers with equipment programming.
-Track and report technical problems and trends.
-Answer high volume of incoming calls for internal and external customers.
-Respond to Care Representatives technical inquires via telephone and trouble tickets.
-Report system outages to Customer Care in a timely manner.
-Communicate with Customer Care, Roaming and the Network Operations Center on a daily basis.
-Handle escalated (technical-related) calls.
-Process ESN and other services related changes.
-Track turn-around time of trouble tickets.
-Assess subscriber information in Axys, Macrocell, Tandem/HLR, Aldascon Message Center, OTAP and
Corsair systems.
-Support extended hours of coverage for Customer Care (evenings and weekends).
1995-1997
Customer Care Service Representative (Inbound Department)
-Provide Customer Service to external customers by answering calls from the AT&T Wireless inbound
Customer Care queue.
-Handle customer calls for inbound call center, taking a minimum of 92 quality calls per day while maintaining
a departmental service level of at least 80%.

3. -Provide customer service re: all aspects of cellular service i.e., technical troubleshooting, equipment, billing,
coverage, sales and promotions.
-Train newly hired representatives
EDUCATION: MERCY COLLEGE, Yorktown, N.Y.
Bachelor of Science Degree in Behavioral Science
WESTCHESTER COMMUNITY COLLEGE, Valhalla, N.Y.
Associates Degree in Liberal Arts/Social Science,
TECHNICAL SKILLS/ADDITIONAL TRAINING: Successfully competed Volte/4G training, including Iris
call trace training. Completed Volte SIP/IMS training, including Volte vendor training detailing SIP messaging
and the IMS core network. Completed E911 training and implementation courses.