Xoc Analyst And Coordinator
Roseville, Mn
Accomplishments• Led project for power supplies for the region for testing, ticketing, troubleshooting, and training, and maintained accurate record keeping on spreadsheets for the region• Decreased training time by writing up methods and procedures in a manual• Assisted with best practices that created a streamlined process for use in the West Division• Assisted the region with increasing Net Promoter Score by 10 points by implementing new ideas• Led a Power Supply betterments project and was the Subject Matter Expert resulting in updated equipment and fewer outages• Organized and managed storm events with other departments for quick resolution• Assisted other regions work flow ticketing during major crisis (hurricane, fires)• Efficiently isolated and dispatched fiber cut outages to get resolved within MTTR (repair time)• Organized generator deployment for storm events to prevent service outages• Successfully managed technicians and prioritized field work to keep efficiency• Efficiently scheduled maintenance tickets and monitored outcome• Kept Red node reliability low at 2.7 with a goal of below 4.42• Kept Outage MTTR low from acknowledgement to paging to field in 3.10 minutesWork experience• Monitored cable plant. Ticket outages and impairments• Dispatched maintenance technicians to outages, node impairments, and downed lines• Assisted technicians with troubleshooting to isolate issues at the customer’s homes• Coordinated with the fiber team, hub techs, construction, and other departments for resolution• Maintained power supply project, was main SME and POC• Extensive knowledge of the ACSR billing system, ICOMS, Cable Data, workforce management, Remedy ticketing system, Watchtower, Dashboard, Scout, FLUX, Cheetah Netmentor, Continuity, Sasqwatch, Pathtrak, Spatial, Bentley, view companion, and Microsoft office (Excel, Word, Power Point)
