I hold a strong passion for providing superior Customer Service while motivated in expanding my professional expertise in Telecommunications. With 15 years' experience employed at the University of Denver; I have been able to triumph many personal and professional goals that facilitated multiple opportunities within the Telecommunication Services department at the University. In May 2015, I decided to expand my knowledge base and accepted a position as a Tier 1 tech with Intelepeer. During my time here I have become more efficient with troubleshooting SIP call quality issues and a full understanding of SIP trunking.
I am looking to advance my career in the telecommunications industry, using my sharpened skill set in a fast paced and growing environment. I have proven record of growing both professional within my personal goals and goals within the technology department. I am ambitious, always looking to advance my professional skill set. I show this by always seeking out and accepting new projects. I am a hand on learner never hesitate taking on new duties so I can expand professionally for myself and the company. I strive to be a leader and mentor to other employees while demonstrating a team-focus that illustrates cohesiveness.
Tier 1 NOC Tech05/2015 to CurrentIntelepeer Cloud CommunicationsCentennial, CO
Utilize Soft Switch, Accounting, Debug and, Syslogs, as well as other tools to troubleshoot and isolate issues.
Monitor and react to alarms and service impacting notifications.
Monitor and restore any call quality related issues, including busies, breaks in service, etc.
Isolate capacity-related issues and engage the proper groups to remedy the issue.
Work with the Tier 2 Team to rapidly restore and maintain the network.
Continuously identify and communicate to management ways to improve ASR and low call duration rates.
Assist/recommend the development of automation agents utilized to improve the efficiency and monitoring capabilities of the group.
Telecomm Analyst08/2004 to 02/2015University of DenverDenver, CO
I have proven my technical expertise with ability to creatively solve problems, work well with my team and often times independently.
I thrive on taking on new duties which drives my passion for expanding my skills.
I strive to be a leader and mentor to other employees while demonstrating a team-focus that illustrates cohesiveness.
Cross Training Cisco Call Manager/Cisco Unity MAC orders trouble shooting Legacy Aastra environment digital and analog 2/4 pair MAC Orders trouble shooting 110 and 60 block wiring Memorized all color codes Terminating/ jacks in office as well as in BDF Testing Troubleshooting Worked closely with the Telecomm foreman on projects since 2004 Assisted in pulling and splicing 24-200 pair outside plant cable.
Direct buried cable Working in vault and manholes.
Including confined spaces Installation of new telephone service, new construction as well as remodels.
UNCC locates Use of basic low volt tools: Punch down CAT6 cabling Expert at using labelers Fluke and Siemens testers GN Nettest light meters Toners CATV testers.
Maintained campus online telephone directory.
Updated biweekly and as requests came in Cross trained new hires.
Monitored PBX operators and maintained less than 10% queued calls.
Developed advantageous organizational solutions what were implemented by using it to train/mentor new operators and student workers.
Authored multiple Knowledge base articles using the university ITIL based support: self-help and how-to guides for students, faculty and staff on campus.
I have been the administrator for our onsite conference bridge since we bought the service in 2006.
icm.du.edu) Cross training co-workers with scheduling calls and setting up accounts Monitoring and troubleshooting issues Assisted Engineer with upgrades and patches I thrive on taking on new duties which drives my passion for expanding my skills.
I have demonstrated strong growth within DU, including advancement from PBX operator to Lead.
I then advanced to cabling tech taking on various projects leading to my current position as a Telecomm Analyst 1.
Authored multiple Knowledge base articles: self-help and how-to guides for students, faculty and staff on campus.
Other Duties Authored multiple Knowledge base articles: self-help and how-to guides for students, faculty and staff on campus.
Work effectively on multiple projects at the same time VoIP and troubleshooting VoIP issues over a Cisco network Researches and develops new processes to improve telecommunications services Training of PBX operators Supervise PBX staff operation Try to resolve customers issues and complaints before going to higher management Answer and transfer all incoming calls to the campus switchboard Provide information/directions and phone numbers in a timely and courteous fashion Update caller ID display Secure CRT and CM Assist other telephone technicians in moving ports and taking ports in and out of service.
Education and Training
Applied computing Women's studies200302013University of Denver Women's CollegeApplied computing/Women's studies