Andrea Johnson Email & Phone Number

Belmont, Ca, Us

• Maintain, troubleshoot and repair RingCentral’s solutions.• Recommend network hardware, software, and design elements.• Answer difficult technical questions, solve technical problems, and suggest appropriate workarounds.• Proactively utilize network performance monitoring tools to isolate issues.• Provide quick and accurate handling of support interactions – phone, screen sharing, email.• Provide service for Enterprise customers, ensuring issues are resolved and customers are satisfied.

Belmont, Ca, Us

Responsible for the coaching, mentoring and management of employees assigned to shifts for the Network Operations Center (NOC) at RingCentral. Proactively manages the activities of Network Operations staff and utilizes performance based metrics and accountability.· Trains on guidelines for repair activities of network elements and establishes guidelines for quality of work standards.· Oversees incidents with a sense of urgency while following standard operating procedures.· Assist staff with troubleshooting and resolving common and escalated issues.

Belmont, Ca, Us

Belmont, Ca, Us

• Proactively monitor and support the stability of RingCentral System to ensure 99.999% availabilty• Respond to alerts/alarms according to Standard Operating Procedures• Manage multiple trouble-ticketing systems (IMP,Jira,Salesforce) ensuring accurate and up-to- date information• Collaborate with internal and external groups to help identify and resolve issues affecting our services• Reacts quickly and adapts to changes in priorities, circumstances, and direction

• Provides tier 1 support for all servers and systems in the production SaaS environment• Works closely with tier 2 and 3 support teams to resolve events and complete projects• Assists Incident Management team during and after events to gather information and troubleshoot incident root cause• Troubleshoots web site access and configuration issues• Troubleshoots all areas of web servers including accessibility, configuration, software and hardware

Farmington, New Mexico, Us

• Responsible for assisting patrons with basic use of library’s public computers and ensuring computer users comply with policies and guidelines relating to use of the computers and the Internet.• Assisted with teaching Computer Basics, Intro to Windows 7, Intro to Internet, Intro to Email, Intro to Google Cloud Computing and all of Microsoft Office programs to the public