Bryanna Jackson Email & Phone Number

Gardner, Ks, Us

Gardner, Ks, Us

I work with all of the Originating Service Providers in states where Lumen won the contract to be the Next Generation 911 (NG911) Provider. I determine connectivity needs, create orders, and coordinate the migration of the OSPs legacy 911 traffic onto the Lumen NG911 network

Gardner, Kansas, United States

>Manage a VoIP repair team and successfully meet Key Performance Indicators.> Urgently respond to all repair escalations, ensuring that a technician is assigned immediately, and the customer is updated frequently. > Effectively organize and present KPI metrics to both Senior and Exectutive Leadership during monthly ops reviews to show team successes as well as identify opportunities for improvement.> Work with each member of my team one on one to deliver individual performance metrics and identify successes as well as areas of opportunities. Provide coaching when necessary.> Ensure team is properly staffed for daily work load.>Work with Senior and Executive leadership on various projects and escalations.>Organize training to ensure team members are trained on the most recent procedures pertaining to their current role.

New Century Ks

Monitor Tier 1 and Tier 2 ticket and call volume. Assist with Tier 1 process/troubleshooting related questions. Provide coaching to Tier 1 and Tier 2 technicians. Train new and existing technicians. Perform ticket QA for Tier 1 and Tier 2 techs. Assist and lead organizational projects for VOIP. Handle Manager and above escalations and also take escalated calls from Tier 1 and Tier 2 techs.

New Century Ks

Technical Lead for VoIP Repair. Assisting Tech 1's with troubleshooting. Monitoring the call queue and taking escalated calls from Tech 1's. Creating/assisting in writing process/guidelines for VoIP Helpdesk. Training new and existing Tech 1's. Troubleshooting Domestic IP Long Distance and IP Toll Free trouble reports.

New Century Ks

In April 2014 transitioned over to VOIP Team doing Tier 1.5 repair for Voice Over IP services. Troubleshooting T1 lines and simple voice issues. Accessing Cisco, Juniper and Alcatel routers. Checking Configurations, making changes as needed. Also work on Hunt group issues, as well as putting in call forwarding.

New Century Ks

Ticket creation, Troublshooting and Repair for DS0's, DS1, DS3 and Sonet services. Also did troubleshooting/repair on Switch Access Services, ISDN PRI in the DMS100, DMS10 and 5E switches.

New Century Ks

Dispatcher for the Western region. Loaded repair tickets and orders to field technicians to work. Ensured techs had the correct load set assigned so that they got the correct jobs during autoloads. Worked with techs to close our jobs loaded in their go book and assisted them with any go book issues.

New Century Ks

Pushed service installation/change orders to completion and worked with outside field technicians to ensure critical dates were being met. Had daily conference calls with the field techs/managers to go over what orders are due and past due.