Kristal Wright Email & Phone Number

Marietta, Ga, Us

Greater Atlanta Area

Leveraging extensive experience and “professional maturity” developed across various business areas within an enterprise in order to target new opportunities:• Deliver results/solutions in root cause investigation and troubleshooting relative to technical queries• Conduct investigatory queries and troubleshooting analysis for various messaging platforms, applications and technologies. • Ensure process improvement, change management and integrity through testing and the delivery of comprehensive training and knowledge-based content / resources.• Technical Support, Technical Support Analyst, Technical Support Engineer, Support Engineer

• Supported messaging open systems services by assisting operations Level 1 and 2 teams with knowledge and guidance on customer issues.• Led investigations of daily queries for Inbound/Outbound fax services and messaging gateways (for Operations group and internal and external customers), communicating timely responses.• Collaborated with vendor helpdesks and technical support teams to investigate and rectify problems that adversely affected Messaging Services customers.• Generated content for operators and helpdesk staff to answer customer queries, verify the services “health” and become part of the Knowledge Base (39 troubleshooting & 11 support documents). • Contributed department in weekly Messaging Change Management Review Board meetings.• Verified that service advisories were sent to customers and required engineering staff were present prior and during scheduled changes.• Produced monthly trouble ticket and service availability reports for immediate Messaging management that were included in their monthly reports for upper management.• Implementation of messaging services and resource conversions (service restoration).

Greater Atlanta Area

• Transferred to Operations (from Engineering) to lead investigations on messaging services, align with customers, operations, helpdesk and engineering staff regarding service issues and program updates. • Delivered training to operators (individual/group) on service components, knowledge enhancement, message flow, troubleshooting and investigation steps in 10 Messaging Services.• Monitored and performed testing on Fax, SMS, Web Type B, X.400, SMTP and Type X Messaging Services, providing Operation team (OPS) with Unix and Linux support.• Converted multiple customers from end-of-life X.400 service to a newer supported service.• Configured 100+ Messaging servers in Password Management Pro application, ensuring server password changeover within a controlled, automated and secure manner.• Collaborated with Engineering staff to transition 42 customers from an EOL service to a new enhanced service in a seamless, well-designed process.• Evaluated XML tool to verify its ability to effectively troubleshoot failed XML messages.

Atlanta

· Supported Fax/SMS/Telex Service operations and providing in-depth analysis for customer issues.· Maintained compliance of SLA requirements by closely monitoring fax transmission rates, proactively check and make sure services meet or exceed SLA terms.· Rebuilt inoperable remote servers, in the field, and prepared arrangements to receive and deploy new remote servers internationally.· Developed tools and scripts to automate various housekeeping tasks for 7x24 staff to insure servers remain in good working status.

Bachelor'S Degree (Bs), Computer And Information Sciences, General

Associate Of Science - As, Science