Accountable for key aspects of the Service Transition life-cycle, from the pre-sales engagement phase, through implementation, transition and go-live. Perform program management of activities for multiple customers concurrently, to include monitoring and providing support for onboarding project teams to ensure adherence to standards and high levels of customer satisfaction. Provide effective project and function oversight for: ● New Client Onboarding and Tools Integration ● NMS Administration and RFC Management ● Process Development and Training Materials ● Client KPI Statistics Reporting and Analysis

As a member of the Service Delivery Group, responsibilities include coordinating Network Operations Center (NOC) service turn-ups, providing Network Management recommendations to clients, configuration of the INOC NMS tools (iMonitor) in a UNIX environment, and ongoing account and change management.

The Network Operation Center is the first point of escalation for IT infrastructure issues that involve INOC clients, service providers, internal support and external vendors. Troubleshooting of network infrastructure hardware, TCP/IP, routing/switching, network security and telecommunication circuits.

Network Operations Center

Level II support of OS, MS Office and Call Center Applications, PC and printer hardware, local servers/hubs/switches.

Hardware Break/Fix (workstation/laptop, server, printer)Hardware/Software Deployment

America Online Technical Support