Nikki Moyer Email & Phone Number

Colorado Springs, Co, Us

• Work technical impairment escalations and trend impact reports for outages.• Review available information and systems to determine appropriate course of action.• Use available resources to test and trouble shoot to determine appropriate existing process or develop new process.• Manage domestic and international telephony into company equipment, infrastructure and provisioning models for VOIP and TDM telephony.• Work with multiple vendors for managing phone number inventories and service delivery tracking.• Perform cost modeling associated with new product implementation or changes to existing infrastructure.• Manage upgrade and deployment projects by developing process guidelines and requirements, creating timelines, determining emergency roll back plans, and creating exception models.• Communicate through written and verbal methods to liaise outside of organizational groups with cross functional, regional and organizational groups for issue management and project planning.• Follow up with coworkers, cross organizational teams and vendors until resolutions are reached• Work independently with little supervision, and under pressure, while maintaining expectation levels and meeting deadlines.• Create and maintain process flow diagrams and descriptions.• Problem solving and creative troubleshooting for quick customer resolution.• Analyze, extract, associate, and summarize important details relating to customer outages from multiple data sources to formulate solutions.• Utilize knowledge of web collaboration, voice conferencing, telephony concepts, carrier delivery and provisioning methods for use with capacity management and fraud detection. • Effectively communicate with senior management and high-profile customers.• Identify and implement best practices across different regional offices and branches of the company.• Provide on call support to ensure coverage for outages issues and fraud behavior 24x7.• Mentor new team members.

• Develop, documents, and monitor Global NOC processes and procedures library and maintain standards configurations and versioning controls.• Monitoring of the global production environment, overnight on-call support as necessary in the event of a major incident.• Assist in developing and publishing metrics and dashboards demonstrating the effectiveness of the regional and Global NOC functions.• Effectively implement and perform disaster recovery processes.• Contribute to the maintenance of the production environment of global real-time online conference system to maintain a high-availability target of 99.99%, continuously.• Identify issues and perform break/fix processes to ensure the stable operation of the business. • Manage incidents and events on the global Production infrastructure, ensuring services delivery and performance.• Monitor and provide timely response and escalation to all incidents, outages, and performance alerts on global Production environment, following Global NOC Incident Management playbook.• Recognize, identify and prioritize incidents following the business requirements, organizational policies, and operational impact.• Create and track operational issues tickets and improve operational efficiency.• Take ownership of Incidents/Events ticket(s) creation, following up with the respective Business or Technical Owners for troubleshooting and resolution.• Following up with coworkers, cross organizational teams and vendors until resolutions are reached• Provide over night and on call support to ensure continuous 24x7 monitoring of systems and incident management.

• Process nightly reports to streamline next day business.• Check and prepare equipment for next day business.• Facilitate conference calls.• Assist in other departments as needed.• Assist with scheduling of Operators to calls.• Assist with troubleshooting and technical projects as needed.• Assist in determining root cause of issues and escalating as needed.

Bachelor Of Science - Bs, Cyber Security

Computer Software Engineering