Certified Six Sigma Green
Belt Professional with 15+ years experience providing Network support through
various support roles; my outstanding problem-solving skills combined with an
overall understanding of interpreting customer business needs thus translating
them into business requirements helps companies succeed in delivering an
effortless customer experience.
Network configuration and support
Desktop and laptop expert
IPS engine upgrades
Disaster recovery environments
Customer service specialist
CPU, RAM and hard drive performance testing
New technology and product research
IT security policies
Rewarded "Batman Award" for the most 100% customer satisfaction surveys with Inovis Inc.
Network Operations ASOC (NOC) 06/2014 to 07/2015Time Warner Cable-Insight GlobalCharlotte, NC
Provide a technical point of troubleshooting for internal/external Time Warner Application Systems such as but not limited to Phone2go, CSG Billing Systems, Arris, Linux, Unix and mail servers
Manage applications by registering new users. Resolving new user issues, Setting permissions Identify and correlate issues via monitoring tools such as Netcool, Spectrum, Guardium, Splunk, HP Overview, Big Brother and Cacti to assist in identifying data integrity issues
Worked remotely in a 24/7/365 environment on independent shifts
Enter data into trouble Remedy ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation with repair performance information as well as root cause and fix actions for SEV1 issues
Participate in Network Upgrades
Troubleshoot, evaluate, track, and manage incidents to resolution according to NOC procedures within an ITIL structured framework
Perform initial troubleshooting, problem analysis and isolation in accordance with TWC NOC incident management guidelines
Follow through and assist in troubleshooting after escalating to Engineering staff
Respond to network activities, as required-this includes supporting SLA commitments between network operations and internal/external customers and Vendors
Facilitate and coordinate the flow of communications between the TWC NOC and internal Time Warner Cable groups, as well as external vendors via incident bridge management
Provide input and feedback for the use and optimization of internal network management as well as NOC processes and procedures
Work with limited supervision (sometimes independently) while providing clear, documented activities to include customer or technical issues
Understand and respond properly to escalation procedures Inform manager or supervisor in a clear, concise, and timely manner of any customer or technical issues via email notification or phone, during and after resolution
Provide quality, timely and accurate end-to-end support of any issues within functional area of responsibility-this includes (but not limited to) phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system
Perform other related duties and tasks as assigned or as become evident Provide administrative bridge management and oversight during network events/outages
Perform handover functions to incoming shift team members/management
Serve as a technical liaison between NOC Operators and NOC management for all technical escalations
Managed Services08/2007 to 12/2010 Inovis SolutionsAlpharetta, GA
Promoted from Technical Specialist Level 2 in 2009
Monitoring e-commerce applications (Enterprise System and Application Integrator), communication system (AS1, AS2, FTP,SFTP, HTTP, XML,EDI, etc.), and system alerts.
Worked remotely in a 7x24 environment Monitoring system alerts (EDI documents, XML, Rosetta Net, functional acknowledgments, etc.)
Responding to and resolving system or client initiated incidents
Participating in incident escalations
Communicating with clients to gather information and provide status updates about existing incidents and corrective action until resolution
Entering and tracking incident and problem tickets
Modifying scripts as needed
Accessing and modifying transactions in strict compliance with Inovis and client procedures
Contribute to the knowledge base of known problems and solutions
Continually strives to expand comprehension of troubleshooting methodologies, application
Mentor/coach junior team members as related to Inovis product/services function
Submit and provide new content to knowledge base Provides internal training sessions and cross-train other team members in area of product expertise.
Participate in documentation and product review process for new product introductions.
Provide technical leadership and training for new and existing products within technical area
Network Operations (NOC) 10/2000 to 08/2007Spacenet Inc.Atlanta, GA
Processed incoming web tickets 7X24 -Determining if dispatch is needed and if so notifying the maintenance company.
Processed NMC_WEB Email inbox 7x24 responding to customer requests and updating/closing tickets within SLA
Processed NMC_DISPATCHES Email inbox outside of normal business hours, updating tickets and customers.
Monitored web ticket status outside of normal business hours to ensure proper ticket progression
Provided first and second level phone support for NMC tickets.
Performed all tasks associated with monitoring the operational status of the consumer Enterprise and corporate networks.
Coordinated responses and communication during outages Provided technical support to agents via instant message (BOTH INTERNAL AND EXTERNAL)
Continually evaluated processes and procedures and suggest methods to improve area operations, efficiency and service
Worked in conjunction with other technical support, IT and Network Engineering associates
Answered incoming email and telephone requests for assistance from users experiencing problems with Spacenet hardware, software, Networking and other IT related issues
Isolated and diagnosed issues, such as VSAT system components, PC or the satellite network via the use of technical skills and online troubleshooting tools.
Logged history records and problem documentation using Siebel CRM System and SAP
Assisted and resolved complex customer calls escalated from our partners and first level technical support.
Identified software conflicts with new Operating System releases
Continually updated processes and procedures to improve operations and service
Certificate: Network TechnologyAdvance Career TrainingAtlanta, GA, US
Six Sigma Green Belt Certified, Hardware, DHCP, EDI, XML, FTP, HTTP, ITIL, Linux, Microsoft office, Windows, 2k, Windows 98, Network, RAS, SAP, servers, Siebel, Software installation, TCP/IP