Melissa N. Email and Phone Number

Assist with office duties of Plumbing Business. Send out invoices to Property Management Company & Customers. Create & send out invoices. Create & send out bids. Coordinate availability with Property Managers for site access. Answer incoming calls for service & dispatch jobs out to Technicians. Various other duties to meet the needs of the business.

Monitored multiple customer networks. Opened & resolved trouble tickets for customers, subcontractors, & engineering teams. Coordinated with on-site technicians to determine the reason for outages. Updated all ticketing systems with status & escalation results. Troubleshooting of Routers/Firewalls/Switches/Servers. Performed Root Cause Analysis on a per case basis. Updated written processes & developed new procedures. Maintained SLA’s within NOC parameters, including escalation times & reassessment of open issues. Monitored all alarms. Provided timely & regular updates to Clients & Customers on issues/open tickets. Provided local IT Support to internal Client Team on all network devices. Monitored telco circuits & reported outages to telco. Escalated incidents to engineering team based on prioritization & classification of incidents. Emailed management at the end of shift with status on all unresolved issues. Worked with Managed Engine, Maximo, & Service Now ticketing systems.

Monitored the Hotwire Fiber Optical Network via Solar Winds & other NMS Tools. Identified & assisted with troubleshooting & the resolution of network & customer issues. Coordinated & tested circuits with Telecom Carriers, Field Technicians & Switch Technicians. Worked with Opensource ticketing system, Request Tracker & CommSoft for tracking & escalating network & customer issues. Provisioned Cable TV service in DHCP Servers. Troubleshooting & restoration of service for customers in Cisco cable modems. Created MOP’s for installations, maintenance, & adds or removals of equipment during maintenance window. Worked directly with Hotwire Customers in the troubleshooting & resolution process. Troubleshooting of network connectivity & modems, verified equipment, IPTV troubleshooting, resetting set top boxes.

* Teacher Assistant – Basic computer skills, computer navigation and Microsoft Office Suite 2007* Assisted students with resume & cover letter writing and using career tools

Tested & accepted new circuits from Telco Carriers such as Verizon & Zayo Bandwidth. Identified & assisted in troubleshooting & resolution of network & T1 issues with Telecom Carriers, Field Technicians, & Switch Technicians via phone & email. Contributed to Switch project that worked on build out of UMTS network. Contributed to Switch project that successfully rolled over cell sites to a new Telecom Carrier, which included testing head-to-head with Field Technicians at site to ensure new circuits were 100% up & active. Ran daily & weekly backups. Tested, accepted, & troubleshot T1/T3 circuits using Hekemian/REACT & Net Analyst/Acterna. Worked with various technologies such as Ericsson, Nokia, & Nortel. Worked with Agilent Netcool NMS. Utilized XNG/Granite circuit database for provisioning & reference. Worked with proprietary ticketing system HOMER & Remedy for tracking & escalating issues.

Network surveillance & monitoring of the AT&T Mobility Network. Routine maintenance, administration, & monitoring of switching & transport equipment. Read, interpreted & performed operation & maintenance procedures. Identification, assistance, troubleshooting, & resolution of network & T1 issues with Telecom Carriers, Field Technicians, & Switch Technicians. Liaison to technicians & vendors during maintenance window for MOP’s, installation, maintenance, and/or removal of equipment. Tested, accepted, & troubleshot T1/T3 circuits using Hekemian/REACT &Net Analyst/Acterna. Utilized Remedy internal ticketing system for tracking & escalating issues. Timely escalation of service affecting issues to various appropriate management teams. Worked with numerous technologies daily. NMS systems were used to monitor various aspects of the Northeast & Atlantic Markets of AT&T’s Wireless Network. Tested T1’s & T3’s using T-Berd 310/2310. Utilized XNG/Granite circuit database for provisioning & reference for circuit testing.

Performed Tier I Technical Support role. Managed evolving telecommunications services, including data & cable modem internet access, & analog & digital cable television. Monitored cable routers, modems & environmental equipment. Troubleshooting & resolution of cable modem issues with Field Technicians via phone & email. Supported Customer Care Center, Local Maintenance Center & other service partners in meeting delivery time frames. Remotely provisioned residential telephony services. Provided feedback to management concerning procedures, support systems, & training. Worked with Remedy ticketing system for tracking & escalating issues. Performed administrative duties for three Supervisors & Senior Manager & including ordering supplies & keeping track of inventory for the Network Management Center staff.

Provided expertise & end user support to internal & external clients in the use of several internal Vanguard record keeping systems & platforms. Identified & evaluated system related issues that impacted the set up or ongoing support of external & internal clients. Provided consultative services across business lines. Verified media transmissions & performed corrective measures. Generated documentation of procedures in an if/then format. Facilitated staff meetings & conducted training for new associates & training of implemented procedures. Participated in Unit Level Quality (Sigma 6) projects to improve department procedures & create paperless forms for transactions. Crew Recognition Award – First Quarter 1995