Part of a 24x7 team dedicated to monitoring production systems and responding to service impacting eventsMonitor critical systems such as servers, applications, and hardware; respond to issues in defined response time expectationsRespond to, resolve, and document issues impacting the physical infrastructure of the data centerMonitor electrical, HVAC, and other critical support systems; following appropriate troubleshooting and/or escalation proceduresPerform preventative system health checksManage outages and incidents per documented processSupport release process via change management requestsDocument processes and procedures and update as necessary

Monitor and resolve technical trouble tickets using the RT ticketing systemUNIX provisioning of multiple test network nodes including HLR, HSS, MSC, GFLEX/GPORT and DSR (Tekelec)Create, modify and edit custom provisioning UNIX script filesSupport mobility network node batch provisioning script integrityIdentify, troubleshoot and resolve node provisioning issuesCreate, own and maintain technical documentation for provisioning and troubleshooting support processes

Create and assign Hyper-V virtual clients and servers to students for class projects/assignmentsCreate and modify students user accounts in Active DirectoryTroubleshoot and resolve server and client issues as they ariseInstall PC hardware and deploy images across multiple classroomsAssist in new server installation for Technology DepartmentStudent Assistant for PC Repair Tech classStudent Assistant for Network Security classActing Student Assistant for Directory Services class

Ticket Resolution Coordinator for a high-end Tier 2 technical group Work with Enterprise level customers and AT&T network engineers to facilitate resolution of critical data and/or voice network outages.Work with Network, System and RF engineering teams to identify, escalate and resolve network issues.Drive resolution of customer issues, coordinating support efforts across AT&T teams such as Sales, Wireless Network Support, and Enterprise customers as necessary to resolve a customer's issue in a timely manner.Balance multiple responsibilities that include ticket lifecycle management, customer retention, team directives and project management.Six Sigma - Yellow Belt Certified.

Negotiate settlement of auto damage claimsDetermine and report on subrogation potential to field representatives and advise on appropriate investigation to be completed.Identify subrogation rights, confirm damages and prepared claims for arbitration.Received the company's highest level customer service award.

Work with Usability Engineers to coordinate software studies.Refine participant profiles, screen potential participants and fill studiesCoordinate participant evaluations and gratuity distributions.Work with Microsoft Technical Education coordinating class schedules ordering and setting up class material