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 taken on the task of documenting commonly preformed tasks into a collection of standard operating procedures (SOPs). These would serve as a reference guide for fellow team members.
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 LEC circuits. Served as the POC between the FDA NOC and WAN vendor to work collaboratively in order to resolve escalated tickets.
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 server hardware and Linux software 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.