Positive attitude with the ability to bring diverse personalities together to accomplish company objectives. Proven management skills. Strong work ethic. Flexible
and focused with an analytical problem-solving ability. Solid history
of delivering outstanding work. Excellent written and
verbal communication skills. Ability to improvise and thrive in
challenging roles. Dedicated to continuous process improvement in the face of a rapidly evolving NOC organization. Extremely results-oriented and proactive in addressing and resolving problems.
Skills
Staff training/development
Employee scheduling
Efficient multi-tasker
Exceptional interpersonal communication
Effective leader
Conflict resolution
NOC surveillance tools
Payroll
Event management
NOC policies and procedures
Work History
NOC Supervisor, 12/2014 to Current TIme Warner Cable – Syracuse NY
Hiring, scheduling, payroll, tasking, training and workload management in Network Operations Center.
Address and respond to inbound emails and communications from Time Warner Cable Senior leadership regarding process, quality control, and information on events in their respective areas.
Oversee and manage large scale events on bridge calls to ensure the processes and procedures are being followed accurately and fix agents are driving to resolution.
Maintain awareness of tools to ensure all active alarm are being ticketed and addressed in a timely fashion.
Running bi-weekly meetings to keep the NOC techs informed on policy and procedure changes.
Identifying inefficiencies in NOC processes and procedures and proposing possible solutions to management for their review and potential deployment.
Worked with a peer to demonstrate the feasibility of a NOC metrics and reporting program.
A NOC metrics program was launched allowing leadership to identify inefficiencies via data acquired in KPI.
Sr. NOC Technician, 05/2014 to 12/2014 Time Warner Cable – Syracuse NY
Provide feedback and information to the NOC Technicians during troubleshooting and escalation process.
Provide information regarding NOC policies and procedures to NOC Technicians on the floor.
Monitoring all areas of responsibility including Video, Hub, and Critical Infrastructure to ensure all alarms are addressed.
Check low and Medium severity alarm points to ensure proper formatting prior to sending.
Manage bridges and drive high and critical events to resolution.
NOC Technician, 10/2013 to 05/2014 Time Warner Cable – Syracuse NY
Analysis and correlation of alarms received to aid in determining root cause for resolution of events.
Strong understanding of NOC tools such as Big Brother, Unified, MSA, Foreseer, Netcool, SDV, Storm, Remedy, and IQD. Well versed in all areas of responsibility including Video, Hub, and Critical infrastructure.
Extensive knowledge of TWC engineering teams and their roles.
Strong understanding of NOC policies and procedures.
Great at prioritizing, often worked multiple bridges / events simultaneously to mitigate customer impact in a timely fashion.
Customer Service Representative, 12/2012 to 10/2013 Time Warner Cable – Syracuse NY
Over the phone troubleshooting, Product sales, and customer education.
Billing and account maintenance.
Examining signal strength using Unified and Big Brother and escalating calls to the appropriate parties for resolution.
Installer / Service Technician, 07/2007 to 12/2012 Time Warner Cable – Syracuse NY
Install and repair Time Warner Cable services.
In home customer education.
Sell products and services to Time Warner subscribers.
Inventory control.
Education
High School Diploma: 2006 Paul V. Moore High School - Central Square NY Studied to be
Group health benefits pre-licensing course : Insurance , 2007 Bryant and Stratton College - Syracuse, NY
DISC training (Leadership):
IneoQuest Video delivery:
Certifications
Kepner & Tregoe; Problem solving and decision analysis
