Alycia Davis Email and Phone Number

• Provided global operation support on a 24x7 basis for monitoring and managing of Network Services• Provided customer support, and performed problem resolution and trouble ticket management• Received trouble calls from customers related to telecommunications, IT and network services.• Resolved any service issues and provided regular status updates to the Government

• Monitor production, application and web servers, escalating to on-call personnel.• Consistent monitoring of network alerts on BMC portal and BPPM• Administered and scheduled ad hoc jobs on Control-M upon request.• Performed data restores from backups upon request using NetBackup• Knowledge of fiber optics

Performs remote servicing and/or repair of company products/services. Provides technical support to customers on operational or maintenance aspects of system equipment. Serves as contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures. Determines most cost effective repair/resolution to minimize customer downtime. Contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways. Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Prepares reports for analysis of product failure trends and service ability issues. Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

• Remotely monitored and performed troubleshooting for T1, DS3, and Gigabit Ethernet circuits• Provided technical assistance for Sprint business customer issues via incoming service calls and Sprint Trouble Reporting Systems (TRS)• Performed complex troubleshooting with customers to isolate problems and provide corrective solutions

•Provides comprehensive technical support to clients and hotel staff thru troubleshooting, configuration and ongoing maintenance for WAN/LAN environments.•Implements products and service installations and changes; troubleshoots and resolves problems with technical equipment.•Trains and assists end-users and hotel staff in all aspects of in-room and conference environments.•Acts as consultant for hotel and end user in the setup and implementation of conferencing solutions.•Proactively meets with clients to address issues and /or service needs.•Involved in Account Management – sales negotiations•Configure and troubleshoot Cisco Aironet wireless devices•Installation, configuration of Xirrus wireless device up to 1000 users•Fiber Optic cabling, SC and LC connectors

•Provided computer support and Internet connectivity solutions.•Performed troubleshooting and supporting of hardware and software over the phone.•Achieved the highest level of productivity, handling over 100 calls a day.•Provided users with training software installations over the phone.

•Supported content management applications for online newspapers.•Installation, configuration troubleshooting, support of PC hardware and peripherals including desktop computers, laptops printers, scanners, and modems via phone and email.