Lead Network Operations Center Technician/Subject Matter Expert
Albany, New York, United States
Assigned to New York State Network Management Center Serving EmpireNet and NYeNetElevated to the role of Subject Matter Expert/Tier III Support Specialist serving as a member of the Senior Technical Support Staff and the NYSNMC Management Team. Promoted to shift supervisor, providing leadership, training, and support for all NOC personnel and customers. Oversaw daily operations of all shift NOC technicians, ensuring customer and network issues were properly addressed and resolved. Developed and authored testing standards and processes, including remote testing of DS1 and DS3 circuits, troubleshooting NNI failures and frame relay troubleshooting. Provided training on testing systems, databases, network platforms, and new network technologies. Provided surveillance and monitoring of numerous network platforms, configuration of IDNX and Frame Relay virtual connections, and remote testing. Configured and installed network components. Communicated daily with customers, vendors, management and state representatives, informing customers of failures, restoration progress, and resolution. Coordinated maintenance with service providers and network vendors. Provided daily updates to all corporate levels.√ Selected to present NOC capabilities to prospective clients.√ Recognized as subject matter expert for sub-rates, DS0, DS1, and DS3 circuits/networks.√ Suggested and executed periodic testing of failed circuits, significantly reducing TTR and MTTR.√ Consistently respond to network events and isolate failures within 5 minutes.√ Developed and authored a NOC Intranet site, organizing documentation and procedures for instant online access.√ Developed and authored a Diagnostic Training Manuals and Handbooks for network maintenance instruction.√ Received 2000 Excelsior Award for outstanding work performance.