Tenured NOC professional. Uncompromising integrity, strong technical acumen, ability to engage in new technologies.
Providing a world class customer service experience whether it be an individual end user or a U.S. government agency is an attribute I am very proud of. I am expert at communicating and following through with vendors in order to ensure quick resolutions.
Using ticketing systems such as Remedy I take special care to document issues in such a way so that management, sales staff, and fellow technicians can equally understand what is the issue. While being concise I document tickets so that all parties involved have a clear understanding what has been done and the next steps toward problem resolution.
I have experience working with a wide range of IP connectivity issues ranging from DSL for residential end users to DS3s for the U.S. Federal Government. I am experienced with project management of LEC/Telco trouble tickets as well as the remote testing of POTS and T1 circuits.
During enterprise outages of mission critical applications I have created and managed conference calls, documented all efforts towards resolution, and sent updates to all stake holders as necessary.
In data center environments I have triaged issues and either fixed them or escalated trouble tickets to ensure a quick resolution all while documenting all steps involved in the process. I have researched previous tickets and indicated chronic issues when necessary.