Careers

Telecommunications Technicians

Meet the Tech(s)

Systems Technician - Betty Jo McDonald
Service Technician - Dan O'Connell
Facility Technician (Cable Splicer) - Jesse Diaz
Facility Technician (Cable Splicer) Don Faughn
Customer Data Technician - Patti Pace
Customer Data Technician - Jim Laycock
Customer Data Technician - Lisa Bolton
Customer Communications Technician - Joe Courtemanche
Central Office Technician - Terry Sanner

Systems Technician

BETTY JO MCDONALD



				At - a - Glance
				Name:	Betty Jo McDonald
				Title:	Systems Tech
				Employer:	Verizon
				Location:	Allentown, PA
				Union:	CWA Local 13000

As a Systems Technician, Betty Jo installs phone systems, T1 lines, analog lines, and DSL. When she works outside (about 25% of the time), she attaches lines and climbs telephone poles. When she works inside, she uses computer systems to test circuits and verify that systems are working correctly. She typically spends 2 hours on the road to cover her territory of the Lehigh Valley. Depending on the volume of work, she serves 3 or 4 customers per day.

Betty Jo is able to juggle this work while raising her young family because she's currently not required to work overtime - which was one reason she changed to this position.

Betty Jo became a Systems Technician about a year ago after working 9 years as a Service Representative in the business office.

Betty Jo believes a person who enjoys "independence and is self driven and logical would like being a Systems Technician." And, she adds, "They will need to be somewhat physically inclined because climbing a pole is part of the job."

Best thing about the job?
"It is never monotonous. And, I like the fact that I need to be creative and logical in order to solve the customer's problems."

Worst thing about the job?
"Having to work outdoors no matter what the weather conditions might be . . . cold rain or hot sunshine."

Betty Jo prepared for this career move by taking home study courses in electronics through the Future Link program offered by Verizon, plus a mini-course to prepare for the qualifying test for Systems Technician. In addition, she completed her associate degree at Muhlenburg College in 1998.

Her next step, years from now, could be to move inside to a switching technician position but for now, Betty Jo really enjoys being a Systems Technician.

Service Technician

DAN O'CONNELL



				At - a - Glance
				Name:	Dan O'Connell
				Title:	Service Tech
				Employer:	Verizon
				Location:	Pennsylvania
				Union:	CWA Local 13000

As a Service Technician, Dan travels to houses, businesses, and field locations to install and repair telephone services. Every day is different because of the people he meets, the details of the job, and the services he has to ensure are correct. There is a mix of mental and physical challenges.

Before becoming a Service Technician 12 years ago, Dan was a Service Representative. Dan earned his way into technician his work by taking advantage of a lot of training that was offered by his employer, as well as on-the-job training. The technology is constantly evolving and he has to keep current.

Best thing about the job?
"Having a lot of freedom and taking responsibility for my work. I enjoy completing a job, knowing I have accomplished something--the phone system is working properly and the customer is satisfied."

He is constantly on the move from job to job. In addition to the physical work, Dan is responsible for keeping up with the paperwork and documentation.

Dan's Advice
Dan recommends this type of work to anyone who has a "general contractor" mindset. He also says "you must have respect for other people's property and treat their home just like you'd treat yours."

Dan O'Connell believes he has the best job in the company.

Facility Technician (also known as Cable Splicer)

JESSSE DIAZ



				At - a - Glance
				Name:	Jesse Diaz
				Title:	Facility Tech
				Employer:	Verizon
				Location:	South New Jersey
				Union:	IBEW Local 827

News about Jesse: In May 2002, Jesse was a member of the second graduating class of Pace University's NACTEL Associate Degree program.

As a Facility Technician, also called a Cable Splicer, Jesse connects cables to homes or businesses. He assembles new cable or repairs/replaces old or damaged cable and is usually called in when utilities are first being connected or when a storm has damaged the lines.

Jesse interacts with customers when he first reaches the site and the homeowner or business manager comes out to discuss the problem. He is usually works with another technician. Jesse spends 90% of his time outdoors, often working underground in manholes or up on utility poles. Jobs can take several hours, a day, or even up to a year to complete. On a typical day, Jesse drives 15-20 miles.

Jesse has been with Verizon for 7 1/2 years and is following a family tradition. His father has been with the company for 32 years as a Splicer and his brother is a Splicer as well. Jesse's mother also works for Verizon.

Jesse became a Facility Technician about 2 years ago after working as a Repair Technician, where he gained the experience that helped him get into his current position. He believes his NACTEL courses in telecommunications also have helped him perform his current duties.

Best thing about the job?
"I like hands-on technical work, and I like to figure out solutions to problems. The Facility Technician job is never boring; it is 50% muscle and 50% brain work".

Worst thing about the job?
"The only negative to being a Facility Technician is having to deal with bad weather. Storms can demand a lot of you if you do not pace yourself. For example, two years ago, I was called into a flood area, where the water had reached the second floor of buildings and caused hazardous conditions for those repairing the lines. My crew worked on that job under those conditions, for several weeks for at least 15 hours a day. While the job was exhausting, I felt it was good to know I was helping someone else."

Jesse's Advice
A good candidate for this job would be an out-of-doors type person who likes puzzles, problem-solving and technical work. This job may seem a little daunting at first, but the workload is never more than a person can handle in one day—you become very skilled in the trade over time

Facility Technician (Cable Splicer)

DON FAUGHN



				At - a - Glance
				Name:	Don Faughn
				Title:	Facility Tech (Cable Splicer)
				Employer:	SW Bell
				Location:	Houston, Texas
				Union:	CWA Local 6222

As a Cable Splicer, Don Faughn locates the problem on the phone cables and repairs them by cutting and splicing the cable. He tries to recover as much cable as possible without replacing it. Usually working outdoors on a crew, Don might work on 4 jobs per day. During emergencies, overtime work is required.

Don started his job as a cable splicer/repairman 20 years ago but had learned some of his skills, like climbing poles, in his previous job as a repairman for the utility company.

Best thing about the job?
"It requires thinking. I like the jobs that are hard to figure out and require you to find the trouble". And, "I also like working with people, dealing with customers and neighbors who may be affected by the work I'm doing."

Don has also experienced some exciting times while doing his job. When Hurricane Alicia hit Texas in 1983, Don and the rest of the crew put in 60-90 hours per week repairing the cables. It was a good feeling to know that, despite the storm and working under difficult, even dangerous circumstances, the crew was getting the job done and fixing the problem for the customers.

Worst thing about the job?
Don warns that "you can't mind being out in all kinds of weather, especially in Texas with the heat and humidity in the summer."

Don's Advice
Don recommends this job to anyone who likes to be outdoors and likes solving problems.

Customer Data Technician

PATTI PACE



				At - a - Glance
				Name:	Patti Pace
				Title:	Customer Data Tech
				Employer:	Qwest
				Location:	Tucson, AZ
				Union:	CWA Local 7021

As a Customer Data Technician working on the Design Services crew for Qwest, Patti works on all lines other than those with a regular dial tone, or the high capacity lines (T1 and above, longer band width). There is a lot of variety in her work, and the challenge and the complexity make it rewarding to her.

Patti works primarily in the area around Tucson, AZ. On a typical day she travels up to 50-100 miles. She works alone and mostly indoors. The customers Patti serves are larger companies or their employees who need to install DSL lines in their homes. She installs wires and connections, makes repairs, and tests to make sure everything works.

The hours are reasonable with very little overtime. Two or three times a year she takes "pager duty," which means being on call 24 hours a day.

Patti has been in telecommunications since 1970. She worked in various clerical jobs before moving into the technician area. She was a telephone operator, a clerk, and then became an information operator. Eventually she decided to try areas where women have not traditionally worked, and she became a Residence Installation Technician, digging trenches and laying wires. She has mechanical aptitude, so she just needed to learn how to use the tools. In 1976 after some on-the-job training, she was upgraded to a Business Technician on the Design Services Crew (also called the Special Services), where she stayed for 10 years, learning to read wiring plans and developing complex wiring systems for businesses. For several years she took some time off, but her experience and skills enabled her to find various part time positions doing independent phone contract work. In the 1990's Patti joined US West in the residence installation area, and when there was an opening arose in the business group, she was promoted into the Design Services or Special Services group, where she is today.

Patti primarily learned on the job. When she started out, the company sent her to school to learn to climb poles, called "working aloft". She also took a class on basic installation. Over the years, she has also attended various 1-2 week classes to gain additional skills. Patti is a real fan of the NACTEL program and believes that NACTEL can fill in the gaps in training that the company may not always provide. Patti believes that new hires should have a basic knowledge of the telecommunications industry and how it is evolving.

Best thing about the job?
"I get to solve problems, and I have control over my schedule. I am outside, on my own, having to think of the many variables that are involved in meeting the customer's needs. And when the job's done, I always have a sense of accomplishment. This job can also be exciting because I get to go behind the scenes where no one else gets to go. For example,

One job took me inside a Titan missile site when the missiles were being decommissioned.
I've also had the excitement of traveling to mountain peaks to work on phone sites for telescopes.
Once, I went up a mountain to a very remote area where I found a trailer outfitted with a sleeping bag and extra food. I figured that equipment was there just in case the technician got stranded in bad weather!
On another job, I traveled the last way up a mountain on a snowmobile, loaded down with all of my gear!"

Patti's Advice
To be successful in this position, you need to have a lot of confidence, a big ego, and be able to think in an abstract, linear, and logical manner. You also cannot be 'map challenged,' and you need some mechanical aptitude. You should also have some good time management skills in order to be successful.

JIM LAYCOCK



				At - a - Glance
				Name:	Jim Laycock
				Title:	Customer Data Tech
				Employer:	Qwest
				Location:	Rural Nebraska
				Union:	CWA Local 7401

As a Customer Data Tech in rural Nebraska, Jim's responsibilities are broader than someone who might specialize in one area within a more urban market. He installs special circuits in businesses, including DSL, analog and digital lines. Jim mounts the terminating equipment and then tests the circuit to make sure it works. He must know how to run lots of different types of test equipment. Jim may also be called upon to repair the lines or circuits in his territory. Jim works indoors 60% of the time, but could be called on to drop lines to buildings outside. Primarily he works alone unless he needs help stringing wires.

Jim has a large territory and could travel 3 hours to get to a job. He typically helps 3 customers per day, and work orders can take 3-4 hours to complete. He has a lot of contact with customers, so communication skills are very important. He notes that a customer can get pretty angry when their lines are down and they cannot run their business, so he has to be able to calm them down while he solves the problem.

Jim has been in telecommunications for 24 years, first as a Network Technician, and for the past two years as a Customer Data Tech. He started as an electrician in Navy aviation, went to college to get his degree, and then returned to being an electrician upon graduation. Jim began at Northwestern Bell as a Network Technician in construction, where he spliced fiber and installed lines to houses. To qualify for the Customer Data Technician position, Jim had to pass a very difficult test. He believes his understanding of basic electricity helps with troubleshooting customer's problems.

Best thing about the job?
Being a Customer Data Technician can be exciting at times. Every visit of a dignitary requires new telecommunication systems and a Customer Data Technician. One technician, for example, worked to facilitate the visits of two presidential candidates to Nebraska. Others were involved in setting up Salt Lake City for the Olympics, where they had a great time meeting people.

Jim's Advice
If you want to be a Customer Data Technician, don't be afraid to move around or get transferred to different areas. You must be flexible and have some physical strength to pull the cables, carry the fairly heavy test equipment and climb ladders to reach the poles. You also need to like being around people and have an even temperament. As he remembers, "You never know, you could find yourself under the secretary's desk installing a jack!"

Jim likes the variety of work involved in being a Customer Data Technician.

Outside Technician

LISA BOLTON



				At - a - Glance
				Name:	Lisa Bolton
				Title:	Outside Technician
				Employer:	Qwest
				Location:	Denver, CO
				Union:	CWA Local 7777

Lisa's job title of Customer Data Technician is similar to an Outside Technician. Her work involves testing, installing and repairing data circuits (ISDN, DSL, analog and digital), physically attaching wires, installing jacks, network interfaces, etc., electronic and manual testing, working aloft and using hand tools.

Lisa became a Customer Data Technician after working as a System Administrator and earning certificates in AC/DC and Telecommunications.

Best thing about the job?
"Working outside, completing a job, and seeing a satisfied customer."

Worst thing about the job?
"I endure the 'red tape' and the fact that sometimes the job requires being on call off hours and on holidays."

Lisa's Advice
If you want to enter this field, you should enjoy being outside and taking responsibility for your own time. You should also be mechanically inclined and definitely be a "people person."

Customer Communications Technician

JOE COURTEMANCHE



				At - a - Glance
				Name:	Joe Courtemanche
				Former Title:	Customer Communications Technician / Qwest
				Current Title:	Date of Install/Repair Coordinator / AT&T Broadband
				Location:	Minneapolis/St. Paul, MN

A Note About Joe:
Joe received his Associates Degree from Pace University in May 2001 as a member of the first NACTEL graduating class. At that time, he was working for Qwest, and was a member of CWA Local 7200. Last Fall he was laid off, but very quickly found work at AT&T Broadband.

As a Customer Communications Technician for Qwest, Joe assigned orders and verified that the design was technically correct. He reviewed the requirements for the orders and made sure that all the cross connections were done correctly and had been set up for the field dispatch. Joe also tested the completed circuits to make sure that the signal would go down the wire. Once the outside technician got to the customer and installed the lines, Joe would again test to make sure it all worked.

One of the most exciting projects he ever had as a Customer Communications Technician was to help a cellular communication company set up their 3rd generation wireless system. Once this system is "live" for the general public, Joe says he will feel even more excited because he knows how the system works since he personally did the work!

Joe started in telecommunications 4 ½ years ago in the credit management center and became a Customer Communications Technician two years later. He always worked indoors as part of a team that did the prep work for the Customer Data Technicians. Joe describes Customer Communications Tech work as a "virtual reality job," noting that, "you must be able to mentally travel to see what the Data Technician at the site is doing. You must be very organized to be able to juggle the 40 to 50 orders that might be going on at the same time. Being able to prioritize is a key skill for this position."

Joe was able to pass the test for the Customer Communications Technician because of his NACTEL coursework. In fact, he was able to pass all the tests for the hardest jobs in the company because of the NACTEL program.

Best thing about the job?
"I liked the Customer Communications Tech job because I enjoy project work. I also received a huge pay increase over my previous administrative position. I had the opportunity to make great friends even though I never meet them in person. I got to form professional relationships with lots of people from other companies. "

Joe's Advice
"Someone in this position must be a self-starter and be able to 'do without a babysitter.' You must be intellectually capable to solve the problems and to think 'outside the box.'"

Central Office Technician

TERRY SANNER



				At - a - Glance
				Name:	Terry Sanner
				Title:	Central Office Technician
				Employer:	Verizon
				Location:	Charleston, West Virginia
				Union:	CWA Local 2001

A Note about Terry. Terry Sanner was one of the first students in the NACTEL program and graduated in May, 2001. A member of CWA Local 2001, Terry is employed at Verizon.

Located in a regional center rather than the central office, Terry coordinates all the people in the field for jobs involving lines other than the ordinary telephone lines. For example, he might direct changes in radio circuits for 911 calls, lottery circuits, ATM bank teller lines. Many of his projects involve changing the circuitry to transform regular lines from copper to fiber networks.

On a typical day, Terry's goal is to complete 10 connections for customers in his 4-state territory. He does this work from his office using a process that looks something like this:

Contact the customer for more details about the job.
Talk to his team in the field - the splicers and the central office technician - to find out if they are ready.
Notify the company when the field techs are ready to "throw" the switch to connect the lines.
When the connection is made, communicate with the customer to troubleshoot any problems.
Using computer-based units, test the system to make sure it works properly.

Terry's job can be even more interesting. Occasionally, he gets assignments to top-secret areas of the U.S. Government in Washington, D.C. On one occasion, his group set up burglar alarm systems that inadvertently tripped off the alarm to the Fire and Police Departments!

Terry was a master technician at a copier company before he became a Central Office Technician. Higher pay was what attracted him to this occupation. Terry had previously earned an Electronics degree that was one requirement at this company. To further qualify for this position, he received an interview and passed 3 tests (basic education test, electronics test, and a much harder theoretical test). Terry furthered his knowledge of this field by earning NACTEL's Associate of Science in Applied Information Technology, Telecommunications Degree, from Pace University last year. He also feels that he could use more training and education and would like to take more courses through NACTEL.

Best thing about the job?
Terry "learns something every day" and cannot find anything that he does not like about his job as a Central Office Technician.

Terry's Advice
The best candidate for this position would be someone who doesn't mind working in a "smoke and mirrors world," someone who can visualize what the rest of the team is doing in other locations to understand why the system is not functioning properly. You must be able to think on your feet, be able to reason and think logically.