SUMMARY:

• I am seeking a full time position utilizing my ten plus years of end user support. My training and job experience in providing fix agent level Tier 2 support for but not limited to end users in VoIP, IP Video, Wireless, TCP/IP, DHCP, Outage Management and Trending Analysis along with Provisioning, Activation and trouble shooting these technologies and end user devices.
• Managing multiple tasks to achieve correlation of reported tickets, emails or chat support. Trending analysis for notification to Network Service Desk or NOC. Documenting specifics of reporting Service Incidents for root cause analysis.
• I train and mentor staff to assist with knowledge base and efficiency working with end users for resolution of reported problems.
• Also work closely with the management teams both internal and external for escalated issues and provide feedback on monitoring or resolution.

TECHNICAL SKILLS:

• MS Word
• Excel
• Power Point
• Exchange

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Perform Operations Analyst duties working in Advanced Solutions Center Department on front line by analyzing, diagnosing, and resolving customer operational issues
• Agent responsible for troubleshooting VoIP, internet, IP X1 and Legacy Video service for end users
• Analyze end user trends on products and services and provide solutions to enhance the customer experience
• Educate end users on products and services to demonstrate ease of use
• Assist other agents in providing technical solutions
• Escalate technical issues to higher fix agent when deemed necessary

Confidential

Help Desk - Tier 2 Level Fix Agent

Responsibilities:

• Performed Systems Analyst duties as second level Help Desk support analyzing and resolving systems issues
• Monitor and work end user reported tickets via BMC Remedy Trouble Ticketing System and initiate call back for resolution
• Correlation of BMC Remedy Trouble Ticketing System tickets in queue to determine scope and impact of a reported problem
• Use basic analytical methods to identify impact and scope of possible system wide outages or problems by evaluating trends of DNS, TCP/IP, DHCP, IP Lease, Physical Plant Network, WLAN, LAN and WAN from reports created out of BMC Remedy Trouble Ticketing System
• Provide Chat Support for Priority Teams to enable expedited resolution to end user reported issues
• Support Call Center Management for escalated and knowledge based inquiries
• Communicate directly to Call Center front line and management on potential impacts for inbound calls from end users regarding product(s), Service Incidents or changes to products and services
• Initialize escalations to Network Service Desk for video and content related issues and Hybrid Fiber Coax Team for plant faults and signal issues
• Pre-Provisioning of VoIP via IP Multimedia Subsystem switch GUI and Cisco BTS 10200 Soft switch GUI ; troubleshooting of service
• Activating VoIP, Internet service and X1 IP Video
• End user support with customers to educate on Windows and Apple Operating Systems and WiFi wireless security
• Evaluate IP Routing, TCP/IP, DHCP, IP Lease on IPv4 and IPv6 networks to determine connectivity or latency
• Analyze Domains and DNS for restrictions and access
• Communicate with Customer Security Assurance for abuse, fraud, IP blocking

Confidential

Advanced Technical Support Analyst

Responsibilities:

• Second level technical support providing technical troubleshooting for end user TCP/IP, DHCP, IP Lease, WLAN, LAN, WAN
• Initialized escalations to Network Service Desk for video content related issues and to the Hybrid-Fiber Coax Team for plant faults and signal related issues
• Pre-Provisioning of Phone and Internet service
• Activation VoIP, Internet service and IP X1
• Assist Field Service Technicians on trouble call appointments
• Analyze end user reported tickets via BMC Remedy Trouble Ticketing System (TTS) and initiate call back for resolution
• Provide feedback on end user facing affects and resolution
• Identify network and plant related issues and escalate to appropriate fix agency
• Monitor individual modem activity for signal to noise issues and escalate to appropriate fix agency
• Provide the highest end user experience with interactions
• Support other Team Members regarding troubleshooting and knowledge base
• Assist Supervisor(s), providing product support feedback

Confidential

Technology Activation Center (TAC) Help Desk

Responsibilities:

• Process Analysis and Improvement: Achievement award for Process Improvement in creation and implementation of end user guides used in provisioning and activation of Telephony service
• Provide technical based problem solving for installation and troubleshooting of Telephony and High Speed Internet
• Monitored a designated queue to cover for any escalated issues, i.e.: customer, provisioning, troubleshooting. The support provided extended to all personnel within our department and those outside of the department working with Telephony and High Speed Internet
• Implemented training through documentation and creation of job aids for new applications and processes
• Provided continuing education to staff for new methods and procedures
• Responsible for maintaining Media Vantage database for Telephony. This in depth reconciliation process is to ensure customer accuracy regarding provisioning and location of customer addresses in Media Vantage.
• Monitored the Avaya phone system for compliance with lunch and break schedules and length of time per call
• Assist Supervisor(s) with tasks delegated to our group and provide any feedback upon completion
• Execute reports and evaluate statistics on phone usage and completion of the number of work orders by Coordinators