Ken Jefferson Email & Phone Number

Statesville, North Carolina, United States

Charlotte Metro

Charlotte Metro

Worked with field technicians to verify ethernet circuit connectivity and MetroNID reachability; Added IP information to routers and VeloCloud units to establish service prior to service activation for customer circuits and equipment; Made changes to various configurations involving SD-WAN solutions and Cradlepoint/Broadband underlay connections.

Charlotte Metro

Troubleshot high priority enterprise voice and circuit issues to include porting and routing numbers; configuring systems; resolving conflicts via multiple switch platforms; circuit loop testing; and call debugging and capturing. Demonstrated excellent customer service by making necessary changes to new orders’ install, config builds, and order details and design keeping client advised of status at all times and working with LECs regularly.

Performed technical problem resolution in a fast-paced environment, including switch translation analysis, trouble isolation, and repair. Worked as a customer advocate for internal and external voice and data services. Assisted and advised team members on ticket-related questions when needed and handled escalated issues as assigned, working with LECs daily.

Charlotte Metro

Worked as a customer advocate for internal and external voice and data services. Assisted and advised team members on ticket-related questions when needed and handled escalated issues as assigned, working with LECs daily.

Charlotte Metro

Assisted customers with the creation of trouble tickets and performed basic troubleshooting on the front end. Directed customers to the appropriate NOC technician/group to aid with ticket status and resolution.