SUMMARY;

• Over twenty years of experience in various telecommunications roles, primarily from a customer service and Help Desk role.
• With skills to facilitate effective communication between both residential and business customers, an ability to maintain an effective level of completion., and a direct no - nonsense approach to command respect and honesty from team members.
• Analytical and empathetic towards complaints and situations that results in timely solutions.
• Superior client listening skills with the maturity to manage relationships and projects cohesively.
• Broad experience in different technologies rarely seen in today s Help Desk roles.
• Building/maintaining key business relationships with high-level professionals
• Discerning individual styles and differences and adjusting business acumen accordingly
• Communicating effectively with diverse groups in small and large settings
• Honoring commitments while maintaining honesty and integrity in external and internal relationships
• Help DeskTechnologyProject Management
• DiagnosticHybrid Fiber Coax (HFCPromotions Development
• International/Business/ResidentialDigital SatellitesOrganizational
• Problem SolvingC/ BandQuality Assurance
• Consultative SellingDigital Switching Systems (DSS)
• Ethernet over copperVoIP

PROFESSIONAL EXPERIENCE:

Quality Assurance Analyst

Confidential, Littleton, CO

Responsibilities:

• Billing systems analysis, troubleshooting and triage support
• Account creation, provisioning, activations across Time Warner Cable, BHN and Charter billers, including ICOMS and CSG, Production and QA Environments
• Inventory management, device procurement, activation/provisioning
• POC for Spectrum Connectivity Platform project
• Billing Platform SME
• Provide ongoing support across all active projects and releases, including My Spectrum App,Spectrum.net portal, Spectrum Guide
• Work closely with Dev Ops, Billing Operations, Billing Design, Service Integration Technology, Application Platform Ops, Advanced Engineering Validation, and Project Management teams in troubleshooting and streamlining efforts, process evaluation and general improvements of existing procedures and new product launches
• Provide training, mentoring, and feedback to employees across multiple teams

Confidential

Video NOC Associate Technician

Responsibilities:

• Detect, escalate, notify and communicate issues that may or may not impact the customer experience. Issues escalated by the NOC may include: video acquisition, distribution, account creation, billing support and customer support.
• Provide network monitoring for possible outages and issues, providing surveillance of applications and services and coordinating escalations with the engineering team.
• Troubleshooting may include, detection and isolation of switch, network, transport or systems faults across multiple technologies and various OSS platforms.
• Provide updates on issues or tickets to consumers and/or our customer care team.
• Maintain strong situational awareness of changes being performed throughout the core network through a solid change management process.
• Other duties: product testing, process development, training documentation, escalations, new hire training, answering customer calls, when required.

Confidential

Access Repair Tech

Responsibilities:

• Inbound support for wholesale clients and end users
• Use of multiple ticketing systems
• Working with field techs dispatching them out when needed and supporting while onsite jobs
• Co-op testing with ILEC techs
• Remote troubleshooting and diagnosing network layers 1-3
• Focusing on t1, DSL, and Ethernet over copper
• Experienced with Samsung Ubigate 1000 routers for t1 and Adtran 838 for Ethernet over copper
• Basic router configurations
• Working with Nokia, Samsung and Adtran ta-5000 DSLAMs to deliver services
• Single end user NOC, assisting internal departments with network issues and functions
• Processed credit card payments
• Assisted with formularies for prescription drug plans with pharmacies

Confidential

Special help desk

Responsibilities:

• Receive calls from retail sales representatives and managers regarding account level issues
• Analyze problem being reported. This includes understanding navigation through customer information in billing system and other dependent systems.
• Execute processes to resolve issues using tools and work-arounds provided
• Escalate non-resolvable issues as needed
• Technical assistance in internet operations regarding packet loss or dips
• Diagnostic satellite and cable activities
• Document creation and editorial for repair process improvements

Confidential

NCAR / Trac / NOC Tech - Telecommunications Services

Responsibilities:

• Analysis, isolation and correction of telephony outages spanning multiple technologies
• Isolate and correct problems by correlating information from network surveillance equipment, diagnostic testing, and reported information or accurately route to direct fix organizations and personnel.
• Effectively resolves problems by reconfiguring system parameters in DSS, Host Digital Terminals ( HDT) and other applicable systems,
• Uses trouble ticketing system to identify trends and to correlate outage patterns
• Accurately documents problems including detection information, diagnostic results, and repair information
• Follows escalation process as necessary. Interfaces with customer service representatives, dispatch, technical support personnel and telephony service providers to cooperatively resolve problems.
• Provides technical support to internal customers including field technicians.
• Helping technicians over the phone on site at customers houses or place of business, as well as working with the NCC in remotely taking down OC3’s,Ds3’s, DS1’s, and DS0’s.
• Test with technicians sending ring and tone, testing arial pairs checking for load or heat coils.
• Logging into switches remotely with telnet and working on switches, Ethernet, sonnet, cedar and safari switches, doing trouble shooting, checking for packet loss and dips.
• Work with IP ops and surveillance identifying outages in CO’s and Switches, working with technicians on site at the CO’s identifying if outage is a bad card or something else going on in the switch.

Confidential

Account Manager/Service Delivery Rep / Telecommunications Services

Responsibilities:

• Manage wholesale (Strategic-International) both WSA and Bilateral customer accounts
• Extensive product knowledge of both Domestic and International services
• Manage implementation process through completion
• Ensure timely delivery of services
• Liaison between customer and Confidential provisioning for all service delivery related issues

Confidential

Wholesale Network Support

Responsibilities:

• Helping technicians over the phone on site at customers houses or place of business, as well as working with the NCC in remotely taking down OC3’s,Ds3’s, DS1’s, and DS0’s.
• Test with technicians sending ring and tone, testing arial pairs checking for load or heat coils.
• Logging into switches remotely with telnet and working on switches, Ethernet, sonnet, cedar and safari switches, doing trouble shooting, checking for packet loss and dips.
• Entering IT Help Desk tickets for issues
• Responsible for Maintaining WNS 8XX's and Skills
• Putting all BOA Forms in for changes to 8XX's
• Maintaining the Profile for the Ops New Page
• WNS Sales and Support documentation improvements
• Reserving Conference/ Training Rooms
• Backup for WNS Customer Database
• Change Case Types on NTM Tickets if entered incorrectly.