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Voice Noc Analyst Resume

5.00 Rating

Atlanta, GA

SUMMARYA

  • Computer Technologyprofessional with strongproblemsolving,communication, and analytical skills.Experienceinhandling multiple projects with efficiencyin a timely manner.
  • I am seeking a position in theITfield that allows me to utilize my experience and skills to the fullest extent.

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta,GA

Voice NOC Analyst

Responsibilities:

  • Responsible for providing monitoring, alarming, health, troubleshooting and maintenance support for all hardware, software, and peripherals within the Cox Communications Voice infrastructure. knowledge of circuit switched networking, packet switched networking, call routing, or Voice transport
  • Act as tier 2/3 level support for all Voice service related incidents and maintenance activities
  • Insure compliance with, implementation of, and restructuring as needed of approved policies and procedures with respect to Voice service support
  • Consistently and accurately deliver on and research all incident handling functions for Voice service incidents to include: incident detection, incident notification, incident documentation, incident escalation, confirmation of service restoral, and documentation for root cause analysis
  • Provide subject matter expertise on Voice as a national service to the boundary partner groups as needed knowledge of circuit switched networking, packet switched networking, call routing, r Voice transport
  • Experience in troubleshooting, problem solving, planning and/or restoring telecommunications services
  • The ability to link and associate multiple alarms, incidents, or other notifications to a single outage and manage the escalation, notification, and documentation of an incident in an effort to support troubleshooting and resolution.
  • Continuous process improvement of tier 2 Voice support operations
Confidential, Atlanta,GA

Technical Support Engineer

Responsibilities:

  • Responsible for the proper operation and maintenance of core network systems such as:
  • Cisco Integrated Access Devices(2400,2900,SWELL)
  • Cisco Based Phone Switching DS3 (T3), T1, and Co - location aggregation routers
  • Maintained high volume initial Help Desk call flow
  • Be the escalation point for all departments (Tier 1 & 2 Tech Support, Retention, High Profile Customers
  • Resolvedcomplex voice and data technical issues that include IP Routing, MGCP, OSPF, BGP, SIP, T.38, Voice Codex, ISUP, ISDN, MPLS and SS7 in timely matter
  • Conducted remote on-site troubleshooting processes with respective venders and CLECs
  • Maintain accurate and up to date known application issues and approved resolutions
  • Participated in network circuit migration projects and upgrades
  • Restored and maintained voice-circuit trunks onCisco 5850routers
  • Assisted in ensuring operability ofVOIP/SIPcontrolled digitalPBXsand analogphone systems
  • Continuously improve the Tier 3 s ability to instrument monitoring that is proactive/indicative in nature
  • ConductedSS7basedMGCP,VPM SIGinter-networking and channeling
  • Ensured proper routing and connectivity of VPN processes onCisco 7401 ASRconcentrators
  • Troubleshot call routing and switching onCisco based network
  • ImplementedIP routing,routing tables, and name resolution
  • UtilizedConsole Managementswitching(CMS)for remote network access
  • Working Knowledge ofRIP,BGP,MPLSandOSPFprocesses
  • Configurable knowledge of firewalls ASA s,Fortigate,Juniper
  • Working Knowledge ofVcenter,NetIQ,Vsphereand VMware
  • Configured Nexus 5k and 7k switches
  • Working knowledge of Cisco Unified Communication Manager
Confidential, Atlanta, GA

Tech Support

Responsibilities:

  • Diagnose and resolve issues regarding protocols such as but not limited to VPN (PPTP), BGP, OSPF, CAS, ISDN, MGCP, SS7 (ISUP) Signaling, SIP, DS1 and DS3 circuits
  • Perform problem determination/Fault resolution of managed routers and switches including: Cisco 2400/2900 series IAD s, Cisco BTS 10200 Soft Switch, andBroadsoft.
  • Utilize diagnostic equipment and tools to diagnose and resolve issues, including protocol analyzers (Wireshark), Bert testing,Netcool, Agilent call tracing,Empirixcall tracing, and CDR Manager.
  • Assist issue resolution with 3rdparty vendors such as but not limited to Cisco,SonicWall, Linksys,Fonality, Asterisk and Microsoft.
  • Own resolution of any such Network problems and ensure constant customer contact/update.
  • Possess thorough knowledge of TCP/IP, IP Networking, BGP, and OSPF; Advanced configuration experience with Cisco Routers and Switches, Layer 1/ Layer 2 transport, DS1/DS3, Telephony and VoIP Concepts.
  • Experience with handling ILEC interactions.
  • Troubleshoot and resolve reported difficulties on all elements of service, including but not limited to Hosted Microsoft Exchange, Voicemail, Auto Attendant, Web Hosting and VPN.
Confidential, Atlanta, GA

Tech Support

Responsibilities:

  • Experience with handling Analog, CAS, PRI and SIP Services.
  • Crossed trained with Tier 2 to assist with problem resolution.
  • Attend ticket queue and status meetings to determine best resolution to on - going or repeat issues.
  • Completed T1 testing protocols and procedures.
  • Managed IP Services such as Email, HME, Web Hosting, Secure Backup.
  • Received over 50+ inbound call and 15+ outbound calls per day.
  • Work effectively and independently on multiple complex activities and projects.
  • Help Desk and Call CenterEnviroment.
  • Maintained 8 minute average handling time and over 90% 1stcall resolution rate.
Confidential, Atlanta, GA

Help Desk Support

Responsibilities:

  • Ghost and Imaging PC/Laptops
  • Backup and Data Migration.
  • Test, Maintain, Monitor and Troubleshoot end user workstation hardware, software, and peripheral devices.
  • Knowledge of LAN s and TCP/IP.
  • Email Outlook setup.
  • Provide desktop support for over 15+ employees per location.
  • Maintained all network and hardware equipment such as routers, Switches, Hubs, HDD, NICS and Cables.
Confidential, Atlanta, GA

Technical Support

Responsibilities:

  • Provided Technical Support for all 2000+ Confidential Stores Nationwide.
  • Troubleshoot Computers and Components.
  • Desktop Support.
  • Experience with POS Systems and troubleshooting.
  • Fielded incoming help request from end usersvia email and phone
  • Accountable for hardware and application updates for end user pc s

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