Sprint Nextel - Network Operations Internship (Summer 2007)

Summer 2007 Internship

Michael RihaniJuly 20, 2007

2 of 24 © 2007 Sprint Nextel. All rights reserved.

About Me: Michael Rihani

Senior at Virginia Tech (Blacksburg, VA)> Major: Business Information Technology (BIT)> Minor: Psychology> Graduate: 5/10/2008

Owner of 2 Companies:> WebBrainiacs Web Design> Common Knowledge, LLC (Koofers.com)

Nationally Certified Bartender> PGA Tour (Booze Allen Classic)> Private Parties> Plan to bartend in Blacksburg this Fall/Spring


The Team(s) in Network Services

IP Services – NOC Support> Alicia Anderson> Shantay Ammons> Ben Campbell> Punya Cheema> Hasnain Chowdhury> Brett Deriso> Prashanth Jayaraman> Thomas Johnson

Managed Services – Global Opportunity Engagement

> Gregg Melanson> Lucy Bland> Farrah Kennedy> John Kiely> Ajitpal Singh Raina> Mike Russell

Managed Network Operations

Wireless NetworkManagement CenterReston, VA:

> Don Hedstorm> Sean Donahue

Network Operations AnalysisReston, VA:

> Fran Johnson (Manager)> Naser Khater (Buddy)> Damon Horn> Doroden Gully

Overland Park, KS:> John Stark> Walt Weber

Mansfield, MA:> Vicki Hall

Network Operations


Week 1

Ran into my first problem…> Time Reporting was not working for all the Interns!> Brought the issue up to Joan Runnion & Sherry Harold> Got in contact with Aaron Waggoner out in KS and bridged with IT to fix

the issue

Michael,

Thanks so much for your help troubleshooting this issue on Friday. I know it took up far too much of your day, but without your help we would not have been able to correct this issue so quickly.

Aaron WaggonerProject/Program ManagerService Delivery


Sprint University: i-Learn> New Employee Orientation The Power of Possibilities> Leading with Integrity Training and Certification for New Employees> Introduction to Sprint Network > iDEN Network Overview > ATS (How Wireless Works) > Delivering the Web Wirelessly> i-digitize digi-tools Training > Product Overview Video (UpStage and Palm Treo 755p) > Understanding Common Wireless Terms and Acronyms> Writing Effective E-mails> ABM Overview and Application > All Inclusive Workplace > Customer Privacy and CPNI > Document Dos and Don'ts > Effective Project Management> Let's Talk about the Customer Experience> Meetings That Produce Results> NASCAR 101 > Networking for Success> Powered Up > Records Compliance Training for Individuals > Security Awareness for Sprint Associates > Separation Privacy Compliance > The Ten Commandments of Power Networking

iDEN Network Overview:

- TDMA modulation

- Implemented Static MIP

- Static IP addresses

- “Always connected” model

- Limited # of Venders

- MOT, Cisco, Nortel

- One Handset vendor

- Consistent OS, Java, etc.


SprintCast: IP/TV

> Quarterly Employee Meeting> Perry Watson’s Build the Bench Networking Overview> Dave Flessas’ Network Operations All Hands> Spring 2007 – CRC Industry Insights Forum> Build the Bench - The Good, Bad and Ugly of Management


RealOps AMP™ (Automation Management Platform)

RealOps AMP™ (Automation Management Platform), the leading solution for Run Book Automation, has proven itself time and again as the enterprise-class solution for IT Process Automation and orchestration within the most demanding environments around the world.

RealOps AMP orchestrates operations management by:> Integrating the vast array of applications, systems and network

management tools across operational disciplines;> Automating repeatable operational processes to eliminate time-

consuming, manual activities and reduce error rates;> Facilitating process adherence and compliance documentation.






Production Logical/Physical Architecture

TroubleTicketTroubleTicket OSSOSS Inventory

AssetsInventory

AssetsChangeMgmtChangeMgmt

ConfigMgmtConfigMgmt

SecurityMgmt

SecurityMgmt

Systems NetworksCMC Choice Voyence Security Mgmt

Intrusion Detection

Production

Dropped Calls

Production

Dropped Calls

POCAutomate

SectorChannel

POCAutomate

SectorChannel

POCAutomate

DroppedCalls

POCAutomate

DroppedCalls

POCStretch

OutageBoard Update

POCStretch

OutageBoard Update

Production

All Sector Channel

Scenarios

Production

All Sector Channel

Scenarios

Common Data Model

Middleware Middleware

WebSphere

RealOps Perspective PortalRealOps Perspective Portal Alternate Customer PortalAlternate Customer Portal

Adaptors

RealOps AMP & Activity Library

Production

DS1 Carrier

Failure

Production

DS1 Carrier

Failure


RealOps AMP™ Production Architecture

Sun 4 2 0 RENTERPRISE

NTM APITRS API

RealOPS AMP Grid5 x Sun X4200

Nortel SwitchesCellSite Finder

Cell Site Tracker

WAN

WebServices

WAN




Netcool API

AP2

AP3

AP4

CDP/AP1


HA CDP

REACTISA/ITP

Sun 4 2 0 RENTERPRISESun 4 2 0 R

ENTERPRISE

RealOPSDevelopment Environment

CDP/AP1

AP2


Automating Network Operations Project Objectives:> Provide highest level Quality of Service (QoS) to customers> Simplify business with automation

Prototype Objectives:> Assure that the features and functionality extends to the production

environment> Use the Proof of Concept (POC) Core team to assure that Automations are

Operationally ready and Network Operations is prepared for production implementation

> Extend automations for:• Sector Channel Deviant Cell• Dropped Calls

> Develop automations for:• T1 Carrier Failure – Additional Automation Added

> Complete development of adapters for IBM Netcool, Cell Site Finder, and adapters to support T1 Carrier Failure

Production Prototype Objectives


My Contribution to the Automation Project

Collaborated with Chad Rau to create the RealOps System Requirements needed for our Automating Network Operations Project:> Documented all the necessary Queries, Extractions, Inputs/Outputs from

CTMS to/from various Network Tools and WebServices, including:• Cell Site Finder• Power Map• IMPACT• Mobile CDR• Cluster Maintenance Tool

> The identification of the key triggers and the process documentation will allow Network Operations to implement the extended iDEN Dropped call automation in a day.


> Component Ticket Closure Note

Analysis of Triggers for the iDEN Dropped Call Automation

Cluster Maintenance Tool

> Cascade ID> Cascade URL> Est. On-air Date> Cur. Signal Str.

(dBm)> Proposed Solution> Closest Cascade ID> Block Rate> Drop Rate

> Coverage Strength> Coverage

Improvement

> IMPACT Note

> Ticket #> MDN> Exact Address> Problem Subtype> Network Type (CDMA/iDen)> etc.

CTMS

Cell Site Finder

IMPACT Power Map


Rotation #1Network Operations Control Center

Sean Donahue Job Shadow:> Attended a training course for the new

Disaster Recovery Management System that is being launched• Tracks national disasters/events,

power outages, etc.> Learned how the Control Center

monitors and maintains Cell Sites throughout the United States• Observed Sean use various tools to

run tests on cell sites and create/update tickets regarding their status

TRAMS

Disaster Recovery Management System


Rotation #2IP Services – NOC Support

TRAMS

TRS

Alicia Anderson Mini Project:> Pulled Daily Open Ticket Reports> Compiled Data> Recorded Count of X tickets> Recorded Count of C tickets> Analyzed Data> Read the remarks of each C ticket and

categorized the problem reported

Daily Ticket Counts

050100150200250

TueMonSunSatFriThuWedTueMonSun

7/107/97/87/77/67/57/47/37/27/1

Date

# T

ick

ets

Customer-Reported(C tickets)

Proactive(X tickets)

6

27

1 1 2 1

0

5

10

15

20

25

30

Bouncing Circuit Down Other Packet Loss Routing Issue Unable toConnect

Thomas Johnson Job Shadow:> Ran test cases on TRS to ensure new IT

developments were correct> Reviewed NOC New Hire Training> Discussed how he focuses on Process

Improvement and looked over examples of projects that help do that

Brett Deriso Job Shadow:> Data Analysis

• Technician Scorecard & Ad Hoc TRS Reports

Shantay Ammons Job Shadow:> NOC Operational Support (Digital Boards & Hotlist)> Project Support for many Test Cases & Projects


Rotation #3Managed Services – Global Opportunity Engagement

Gregg Melanson Mini Project:> Create a “Welcome Package” for new

Managed Services customers• Learned the Ins and Outs of what the

MNS Division of Sprint really does and what they offer

• Gathered information from different departments on what information they would like to include in the packet

• Gave my own personal input with an outsider’s perspective on what I would expect or want to receive from Sprint in such a packet


PMI Based Project Management Crash Course

Naser Khater’s Crash Course provided a deep mastery ofPMI's Project Management Body of Knowledge (PMBOK®)

Five Project Phases:> Initiation> Planning> Execution> Control> Closing

Ten Project Knowledge Areas:> Integration> Scope> Time> Cost> Quality

> Human Resources> Communication> Risk> Procurement> Code of Conduct

Project Management Institute

http://www.pmi.org/


Working with HR

Worked with Sherry Harold, Joan Runnion, and Henry Negroni by:> Organizing Intern Social Events

• Meeting with the “newer” Interns> Urging Sprint to provide Cell Phone Service Plans & Employee Discounts

for Interns> Helping improve the overall Internship Program> Stepped up as an Intern leader who aided in any Internship/basic Sprint

related questions/concerns


Six Flags Social Event

> Worked / met with Wes Hillyard (a Six Flags Representative) to receive a Group Discount

> Organized all the logistics of the trip (date/time, tickets, attendee list, carpooling, etc.)

7 engaged couples got married on the attraction of their choice on 7/7/07

7/7/07

Sprint’s Six Flags Saturday Social

2007 Summer Interns


News / Events

“Qualcomm ban hits Sprint hard”

“Sprint’s Mobile Broadband Network (CDMA) is the largest and fastest in the nation, thanks to Network Services’ progress in upgrading the

network to EV-DO Rev A.” “Apple's iPhone Has Wireless Industry Scrambling to Keep Up”

“Sprint First To Deliver Pandora for Personalized Streaming Radio on Mobile Phones”


Switched to Sprint!


The [Near] Future…

BrazilJuly 24 – August 17

> São Paulo (Family)> Fortaleza (Micareta Carnival)> Vitória (Friends)> Porto Seguro (Family)


The Future… (Career with Sprint?)

New College Hire Development Program

This two-year program is to retain and develop the most talented, qualified and diverse college students who fulfill the current and future needs of the organization. Sprint provides New College Hires with a breadth of exposure across the company regarding people, process, functions and culture.

Participants in the NCHDP:> Develop leadership and business skills> Obtain job-specific training and education> Quickly acclimate to Sprint and the telecommunications industry> Accelerate learning curve and job performance> Develop cross-divisional relationships and build a solid network at Sprint


Met and Worked with Great People – Thank You!

Fran Johnson

Naser Khater

Damon HornDoroden Gully

Joan Runnion

Henry Negroni

Ying Wang

Thomas Choi

Steve Lee

Suvelee Sarpotdar

Brandon Brisbon

Jacob Coutry

Karan Panwar

Prashanth Jayaraman

Patrick Neyland Jameel Francis

Katie Dietrich

Justin Watts Jake Hughes Aaron Waggoner

Robb Yeager

Angad Sachdeva

Bradford Phillips

Brandon Phillips

Chris Nigon

Kathleen Twigg

Harshil Shah

Shivangi Sharma

Jelani Crawford

Pranay Raj

Sean Donahue

Ismael Hassan

Chad Rau

Robert Borgmeyer

Alicia Anderson

Brett Deriso

Thomas Johnson

Hasnain Chowdhury

Ben Campbell

Dave Capets

Shantay Ammons

Gregg Melanson

John Montross

Robb Rockell

Mike O'Koneck

Lucy Bland

Ola Kasali


The [Even Nearer] Future…

- OR -