Leslie Nixon Email & Phone Number

Lone Tree, Co

Responsible for monitoring and repair of EFM and T1 circuits. Work with ILEC and Cbeyond Field Techs to repair EFM and T1 circuits.Support of WBU’s, Cloud Services, and FiberOrder re-home T1 circuits and EFM pairs as necessary.Responsible for handling Chronic and Special handling issues tickets.Taking escalations from management as needed.Troubleshooting of configurations and provisioning of Cisco routers and Actelis EAD’s.Perform Trouble Ticket Entry and Administration.Interact with all Cbeyond Customer Operations Agents to resolve customer troubles.Escalate to vendors/service providers when appropriate.I have a proven record of grasping my department functions and skill sets and using them to move forward in higher positions.Volunteered to help lead the Uplift Team with external volunteer programs and internal employee events.

Lone Tree, Co

Trouble shoot voice issues pertaining to SIP, Pri, Cas, and Analog VoIP.Testing of T1 circuits to determine if LEC trouble ticket will be needed or if vendor is needed.Resolve customer troubles with email, voicemail, auto attendants and web hosting by using remote sessions if necessary. Perform data analysis for resolution with vendor or escalation to Tier II.Strive for first call resolution however if necessary escalate to Tier II or the NOC with properly coded and noted trouble tickets in Siebel.Manage Average Talk Time, Wrap Up time and other measurable objectives.

Lone Tree, Co

Performs daily remote pre-test of T1 circuits from network to customer equipment.Troubleshoot T1 circuits through head to head testing with field technicians if needed.Create xcon’s manually through centest and/or via automation through nettest.Perform activations and trouble shooting of ISDN, BBL’S, and VoIP.Remote configuration and troubleshooting of Cisco routers for VoIP services, including analog, Pri and trunks.Performs translations for lines, pri, and trunks via DMS, SONUS, and Broadsoft. Understanding of CAC Adits, Adtran, and Cisco Routers. Activation of TF numbers internally and through Verizon, Global Crossing, and SMS.Utilizes NPAC/SOA database on a daily basis.Interface with external customers and other key technical contacts for the installation and troubleshooting of services.

Lone Tree, Co

Acknowledgement and verification of orders with customer upon receipt from SD.Coordinate installs for customers with multiple locations.Understand technically and coordinate installs for complex orders including: VoIP Analog,Pri, and Trunks, PRI installs, complex collocation orders, DIA, Ethernet, optical circuits, DS1 and DS3 point to point circuits, Ethernet over Copper, serial or DS3, and wave-length orders.Ability to maintain an average order base in excess of 100 orders.Utilize the ACD system as the primary means for all internal and external communications.