Analyze issues, troubleshoot, and manage resolution of customer T1, cable, and fiber circuit issuesManage carrier repair of customer circuit issues from origin to successful closureFollows a basic understanding of the day to day process and proceduresResponds to customer requests in a timely manner by both email and phoneMonitors network, responds to alarms and proactively reaches out to customers to determine impactMonitors environment and works with other departments to resolve Facility related issuesInteracts with other departments for troubleshooting internal/external network eventsAssists other departments with customer test and turn ups, service troubleshooting,Assists other carriers with head to head testingUtilizes downtime for Projects involving network maintenance, documentation updates, ticket cleanupMust be flexible to work nights and weekends, holidays (We are a 24x7x365 call center environment)Must be available for On Call

Job Description:This position is responsible for initiating Incidents for State of Michigan Critical Business Functions. Manages Medium, High, and Critical Incidents, including triage and assessment of impacted systems. Escalates Incidents to tier II for Major Incident investigation. Notifies and escalates to support teams using Standard Operating Procedure (SOP) 12. Sends Communications Matrix Notifications using SOP12-2 for High and Critical Incidents. Monitors server and network system monitoring tools and responds appropriately to alarms. Monitor the environmental equipment (Generators, UPS, PDU, Air Conditioning and buildings water supply) to ensure their proper operation. Complete documentation of how the problem/issue was uncovered, who it affected, and the steps taken up to and including the final solution. Monitor the security equipment and situations to ensure their proper operations and report all issues/irregularities to the proper organizations/persons. Track and monitor security concerns. Complete documentation of how the issue/irregularity was uncovered, who it affected, and the steps taken up to and including the final solution. Monitors system resources (e.g. processor, memory and input/output) to ensure that Service Level Agreement performance criteria are met and that system resources are not being over-utilized by one customer. Opens trouble tickets and assign to the appropriate support group. Grants physical access to hosting centers both locally and remotely. Administers established security policy for physical access to the (2) Hosting Centers. Executes programs and jobs on the mainframe computers utilizing an operator display terminal. Controls production utilizing Automated Scheduling Systems to ensure that jobs are completed in the time required by the customers.

Working on the partial accelerator in the Facility for rare isotope beams. I mainly worked on cable routing, management, and testing. Was task leader for sever project assignments.

Worked on several projects with the most rewarding being the C4+ printers with Measurlink gauging.Project description: The project consisted of both new label printers not used by our company previously and a new version of Measurlink that was also not used before. I was forced to self-teach myself with both in order to achieve the objective of having a label printed after a part was gauged within the tolerance. There was several issues that we ran into and it took out of the box ideas, adapting to limitations, critical thinking, communication, and helping others to complete their aspect of the project.Other skills deminstated: -IT support of computers, Iphones, Printers, ect. -Communication skills-Imaging, bios, computer setup, joining network for data scrap project-Group policy- Going above and beyond