Incident, Escalation Manager / Network Engineer II Resume , Cary, NC - Hire IT People

SUMMARY:

I am a highly motivated, organized, self - starter able to work independently or as a member of a team. I have many years experience advocating for customer(s). I work with integrity, strong performance and high productivity.
Technical help desk experience
Quality communication
Team building/leadership
Excellent problem-solving abilities
Strong analytical skills
Hands-On, proactive
ITIL, ISO, Six Sigma methodologies
DHS, CBP Security Clearance
Comfortable with change
Excellent diagnostic skills
Vendor/Client relations
Highly motivated, self starter
Technical trainer, team advocate
Develop plans of actions, resolutions
Team lead Network Operations Center
Incident/Escalation Management

PROFESSIONAL EXPERIENCE:

Confidential, Cary, NC

Incident, Escalation Manager / Network Engineer II

Responsibilities:

VP award for Global Service Management, customer survey raised to 9.5
Team lead
Responsible for support and development of company flash outage system
Actively mentored, trained and supervised trained co-workers on Cisco router commands, troubleshooting.
Acted as first point of contact for all major outages, including power outages, network isolation, and visibility for my named accounts.
Team lead managed services 600+ customers, over 10,000+ devices supported
Manager on Duty rotation for weekend support
Performance excellence reward from managing director for recognizing circuit redesign
Performance excellence award from executive director for working outages from hurricane Matthew
Performance excellence award from direct report manager for performing above expectations
Co-ordinate repair efforts with internal and external vendors to reduce outage time for the customer.
Escalate to various levels of management up to executive director to obtain focus and accountability to restore service.
Technical training to enhance individual skill sets
Interact directly with my named accounts (multi million dollar contracts) on all levels of management. Process escalations, attend conference calls, and participate in service improvement plans. Provide front line support, trouble shooting on both the logical and physical layers.
Chronic reviews for troubled circuits
Monitor network facilities, equipment via the network management platforms
Trouble shooting hardware/software network issues with an emphasis in TCP/IP based infrastructures
Follow detail process flows for alarm response procedures including escalation and notification procedures
Log and track trouble tickets through resolution
Active participation in reviewing and modifying NOC processes
Interacted with both internal and external vendors
Project planning for new installs, expansion, implementation
Monitor and test telecommunications network elements and links, including ATM switches, IP routers, and customer premise devices.
Testing of facilities (DS1, DS3) in accordance with MRC specifications
Wrote flash outage procedures for all network operation centers, procedures for new ticketing system, and procedures for administration reporting of outages for customers.
Prioritize work load to meet service level agreements and mean time to repair
Disaster recovery

Confidential, Midland, MI

Network Telecom Operator

Responsibilities:

Analyze, track network faults for WAN/LAN environments
Technical writings for all processes and procedures, project Y2K
Develop strong working relations with domestic/international telecom vendors
Scheduled engineers, training, and performance evaluations
Ran mainframe backups
Disaster recovery

Confidential, Alma, MI

Computer Operator, Data Processor

Responsibilities:

Ran daily operations, IBM Mainframe
Scanned POS charges
Printed payroll, customer credit card statements
Disaster recovery
Developed microfilm, microfiche
Year end processing
Closing out month to date

We provide IT Staff Augmentation Services!

Incident, Escalation Manager / Network Engineer Ii Resume

Cary, NC

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship