Ashley Watts Email & Phone Number

San Antonio, TX, US

Monroe, Louisiana, US

• Guide device/application activations for external customers with minimal oversight
• Cross department collaboration to troubleshoot activations for Customer Care, Managers, Account teams and Field Ops
• Ensures post-activation customer health by effectively troubleshooting, providing maintenance and ongoing support to network infrastructure
• Proficiently process orders according to service level agreements (SLAs), M&P’s, On-TimePerformance objectives and quality standards.
• Consistently adhere to queue adherence to provide above average metrics for meeting and maintaining SLO
• Update all systems and databases with careful attention to detail.

San Antonio, TX, US

• Modify, implement, document, enhance and maintain corporate networks using various Wi-Fi, WAN and LAN technologies and hardware. (Cisco, Fortinet, Palo Alto, Brocade, Meraki, Aruba, etc.)
• Resolve network issues minimizing system down time and ensure that the network is operational
• Assist the cyber security team in implementing policies, procedures, and technologies to secure the network using firewalls, network management, access control systems, logging/monitoring software (SIEM), and routine.
• Schedule and perform standard configuration, management, and maintenance tasks for related network devices and applications.
• Review and deploy network upgrades and vendor-supplied patches according to best practices.
• Assist with managing security technologies such as firewalls, MFA, email filtering, and web filtering.

Philadelphia, PA, US

➢ Design, provision, deploy and support SD-WAN network infrastructure in a large, multi-site enterprise environment using Versa Networks Cloud Services Gateway.➢ Provide subject matter expertise in Versa Flex VNF software platform.➢ Lead projects to define and implement network infrastructure in support of business needs.➢ Primary focuses are on client.

Philadelphia, PA, US

➢ Responsible for the remote installation, configuration, and testing of managed services equipment➢ Work with off-net providers to troubleshoot connectivity issues with circuits or vendor-supplied Customer Premises Equipment (CPE)➢ Use various software systems and applications to effectively troubleshoot issues and equipment➢ Addresses problems and.

Philadelphia, PA, US

• Responsible for opening and resolving tickets for customer service issues, billing inquiries, and billing disputes for SMB, Hospitality, NAST, and Enterprise Advanced products for Comcast Business Class customers.
• Provide full range of product support and knowledge for all Comcast Business products
• The creation and processing of all Change of Service (COS) formally known as MACD (Move, Add, Change, Disconnect) for Business Voice Edge, PRI, and SMB (BCI, BCV, BCTV) products.
• Develop process and implementation of new Change of Service issues/resolutions
• Coordinates involvement of cross-functional team including third party vendors and other resources
• Addresses problems and presents solutions and/or options to executive management.

Philadelphia, PA, US

• Assumes ownership of any issue escalated from Tier 1. Follow-up and customer call backs included.
• Articulate relevant billing information, processes and prorates to customers
• Prioritize workload and manage multiple time sensitive issues at once
• Identify areas for process improvement and provide feedback to supervisors
• Effectively communicate information utilizing the Comcast Quality Experience and minimizing the need for future contacts.Build professional rapport with the customer by demonstrating active listening skills to ensure.
• As a customer liaison for executive management team, represent Comcast in a positive, professional, and ethical manner working to exceed customer’s expectations.

General Studies

Diploma, All

Cyber Security & Information Technologies