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NOC Supervisor Resume Example

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NOC SUPERVISOR
Professional Summary
   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
  • IneQuest Video Delivery
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Resume Overview

Companies Worked For:

  • TIme Warner Cable
  • Time Warner Cable

School Attended

  • Paul V. Moore High School
  • Bryant and Stratton College

Job Titles Held:

  • NOC Supervisor
  • Sr. NOC Technician
  • NOC Technician
  • Customer Service Representative
  • Installer / Service Technician

Degrees

  • High School Diploma : 2006
    Group health benefits pre-licensing course : Insurance , 2007
    DISC training (Leadership) :
    IneoQuest Video delivery :

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