Acts as an escalation point for OARnet customers, providers, ServiceDesk staff; assigns and manages tickets in an ITIL environment to ensure that network changes and problems adhere to standard operating procedures.Develops written processes and procedures for the ServiceDesk and NOC staff; documents and trains staff on established NOC processes and operational standards.Works independently to evaluate, develop and implement enhancements to the OARnet routers and switches to… Show more Acts as an escalation point for OARnet customers, providers, ServiceDesk staff; assigns and manages tickets in an ITIL environment to ensure that network changes and problems adhere to standard operating procedures.Develops written processes and procedures for the ServiceDesk and NOC staff; documents and trains staff on established NOC processes and operational standards.Works independently to evaluate, develop and implement enhancements to the OARnet routers and switches to improve and maintain the OARnet network in accordance with established IT processes and operational standards.Participates in the change control process by developing, reviewing and implementing MOPs (Method Of Procedure) and documentation for the OARnet engineering change process; participates in CAB (Change Advisory Board) meetings to advocate and provide support for network changes.Works independently to assess and report on the impact of network outages and scheduled vendor maintenance to OARnet services and customers.Oversees the NOC's response to customer availability, security and performance problems in the fulfillment of customer Service Level Agreements (SLAs).Works independently to troubleshoot and resolve complex network issues; provides guidance to national carrier technical staff to identify problems in infrastructure outside of OARnet's administrative control.Works to build consensus with Tier 3 and Client Services groups in the development of network architecture solutions that align with OARnet's technology services roadmaps.Evaluates current and developing technologies to provide technical guidance pertaining to system capabilities, limitations and requirements.Sets a tone of professionalism in the NOC that is consistent with organizational goals.Serves as a resource for other networking staff and mentors new NOC employees. Show less

Resolve escalated issues sent up from Tier 1Make configuration changes to Juniper routers and switchesPerform software upgrades to Juniper routers and switchesEscalate Juniper equipment failures to JTACManage DNS updates and changes requested by clientsUse UNIX shell and Bash scripting for job automationProactively monitor the OARnet backbone, content services, transit services, peering services, and Juniper routers and switches using Nagios and… Show more Resolve escalated issues sent up from Tier 1Make configuration changes to Juniper routers and switchesPerform software upgrades to Juniper routers and switchesEscalate Juniper equipment failures to JTACManage DNS updates and changes requested by clientsUse UNIX shell and Bash scripting for job automationProactively monitor the OARnet backbone, content services, transit services, peering services, and Juniper routers and switches using Nagios and OARnet weather mapsCreate and escalate tickets in ServiceNow to the appropriate engineering teams during network events such as routing protocol issues, optical issues, and temperature sensor alarmsMonitor OARnet Support and OSC Support email addresses for client issuesMonitor OARnet Support inbox for copyright infringement, system compromise, bot report notices from 3rd parties and create tickets to send to affected clientsTroubleshoot client issues via phone or emailCreate maintenance tickets and send notifications to clients based off other provider notices and impact sheets Show less

Proactively monitor the OARnet backbone, content services, transit services, peering services, and Juniper routers and switches using Nagios and OARnet weather mapsCreate and escalate tickets in ServiceNow to the appropriate engineering teams during network events such as routing protocol issues, optical issues, and temperature sensor alarmsMonitor OARnet Support and OSC Support email addresses for client issuesMonitor OARnet Support inbox for copyright infringement… Show more Proactively monitor the OARnet backbone, content services, transit services, peering services, and Juniper routers and switches using Nagios and OARnet weather mapsCreate and escalate tickets in ServiceNow to the appropriate engineering teams during network events such as routing protocol issues, optical issues, and temperature sensor alarmsMonitor OARnet Support and OSC Support email addresses for client issuesMonitor OARnet Support inbox for copyright infringement, system compromise, bot report notices from 3rd parties and create tickets to send to affected clientsTroubleshoot client issues via phone or emailCreate maintenance tickets and send notifications to clients based off other provider notices and impact sheets Show less

Take inbound calls from commercial customers in the Midwest Region (OH, KY, TN, WV, IN, PA, WI, KS, MO, NE)Provide excellent customer service and technical support to all customers Diagnose, analyze, and repair issues with TWC Equipment such as; Cisco ME-3400 switches, ADVA 825/114 switches, Juniper EX 4200 switches, Tellabs switches, Foundry switches, Cisco IAD 2400 series Voice Gateways, Cisco 2800/2900 routers, Juniper MX480/960 routers, and hospitality wireless solutions for… Show more Take inbound calls from commercial customers in the Midwest Region (OH, KY, TN, WV, IN, PA, WI, KS, MO, NE)Provide excellent customer service and technical support to all customers Diagnose, analyze, and repair issues with TWC Equipment such as; Cisco ME-3400 switches, ADVA 825/114 switches, Juniper EX 4200 switches, Tellabs switches, Foundry switches, Cisco IAD 2400 series Voice Gateways, Cisco 2800/2900 routers, Juniper MX480/960 routers, and hospitality wireless solutions for hotels (HP MSM760, ZyXel VSG100, Nomadix, Cisco Wireless controllers, and guest owned WIFI devices)Troubleshoot BGP routing issuesTroubleshoot PRI-Fiber, PRI-DOCSIS and SIP Trunk over Fiber and DOCSIS systemsTrack all customers issues using Eventrak ticketing softwareInterface with NOC for outages, downed links, and escalating tickets to engineering departmentsCreate dispatch requests for Fiber Service Techs to customer premises when necessaryResponsible for sending maintenance notifications to customersOff Phone Agent rotation – handling escalated issues, managing ticket bucket, answering customer support email Show less

Take inbound calls from commercial customers in the Midwest and East Regions (OH, MI, KY, TN, WV, IN, PA, WI, KS, MO, NE, NH, ME, NY, NC, SC, AL, VA)Provide excellent customer service and technical support to all customersDiagnose, analyze, and repair issues with TWC equipment such as; SMC, Ambit, Motorola, Arris and Ubee internet modems, Arris and Motorola digital phone modems, and Cisco, Samsung, Scientific Atlanta, Pioneer cable boxesProgram SMC, Ambit, Ubee, Arris… Show more Take inbound calls from commercial customers in the Midwest and East Regions (OH, MI, KY, TN, WV, IN, PA, WI, KS, MO, NE, NH, ME, NY, NC, SC, AL, VA)Provide excellent customer service and technical support to all customersDiagnose, analyze, and repair issues with TWC equipment such as; SMC, Ambit, Motorola, Arris and Ubee internet modems, Arris and Motorola digital phone modems, and Cisco, Samsung, Scientific Atlanta, Pioneer cable boxesProgram SMC, Ambit, Ubee, Arris and Motorola modems through CLI using Telnet/SSHResolve connectivity issues related to DHCP, DNS, TCP/IP, Firewalls, web browsers (IE, Chrome, Firefox, Safari) and wireless 802.11 b/g/nTrack all customers issues using Remedy ticketing softwareReport service outages to the TOC when necessaryProvide technical assistance to field techniciansUtilize ICOMS, AAD, CSG, ATG, Unified, ServAssure, and Cacti to troubleshoot and resolve issuesTier 3 Escalations Team - Handled various escalated issues from leadership and other Tier 3 agentsCreated training documents for Order Management System ExtensionAssisted in bridging the gap between our PAC and Tier 3 teams Show less

Take inbound calls and respond to email from clients in the Mid-Ohio, Northeast Ohio, Southwest Ohio, Kansas City, and Wisconsin regions with technical or account related inquiries or issues.Provide an exceptional, professional and personalized experience to all clientsTroubleshoot issues with TWC equipment such as Cisco modems, Arris and Cisco phone modems, Motorola and Samsung cable boxesTroubleshoot wired and wireless internet connectivity issues with client owned… Show more Take inbound calls and respond to email from clients in the Mid-Ohio, Northeast Ohio, Southwest Ohio, Kansas City, and Wisconsin regions with technical or account related inquiries or issues.Provide an exceptional, professional and personalized experience to all clientsTroubleshoot issues with TWC equipment such as Cisco modems, Arris and Cisco phone modems, Motorola and Samsung cable boxesTroubleshoot wired and wireless internet connectivity issues with client owned PCs, Macs, tablets, smart phones (Blackberry, iPhone, Android, Windows Phone)Resolve connectivity issues related to DHCP, TCP/IP, DNS, Proxy Servers, Firewalls, Internet Explorer, Mozilla Firefox, Google Chrome, Apple Safari, Routers, and Wireless 802.11b/g/nUtilize ICOMS and AAD to document calls and troubleshoot account issuesHandled the upgrade and downgrade of employee and friendly tester's SignatureHome accountsSell and upgrade new clients to SignatureHomeManage call back database for connection reservationconfirmation and follow-ups after connections and trouble calls.Maintain lasting relationships with clients by providing when and where I can be contacted during the dayAssist connection specialists and technicians over the phone with connections, equipment swapping and troubleshootingMaintain exceptional stats on customer satisfaction, quality assurance, productivity, and salesMaintain client tracking database Show less

Took inbound calls and respond to email from customers in the Mid-Ohio division with technical or account related inquiries and issues.Provided a professional and courteous experience for all customersTroubleshot issues with TWC equipment such as internet modems, phone modems, cable boxes and routing devicesUtilized ICOMS to document calls and make changes to customer accountsSold, up-sell, and upgrade customers TWC servicesCreated, tracked, and followed-up… Show more Took inbound calls and respond to email from customers in the Mid-Ohio division with technical or account related inquiries and issues.Provided a professional and courteous experience for all customersTroubleshot issues with TWC equipment such as internet modems, phone modems, cable boxes and routing devicesUtilized ICOMS to document calls and make changes to customer accountsSold, up-sell, and upgrade customers TWC servicesCreated, tracked, and followed-up on Remedy tickets when necessary to escalate issuesMaintained above average stats on customer satisfaction, quality assurance, and productivityMaintained ETA email bounce back list with KANA email softwareAssisted field technicians over the phone with troubleshooting and equipment swapping Show less

Installed various software products (MS Office, Adobe Creative Suite, Adobe Reader, Flash Player) and hardware throughout campusInstalled and maintained Windows XP, Windows Vista and Windows 7Used Windows Remote Desktop for remote support of drivers, hardware, software updates, security, and connectivitySupported Wi-Fi 802.1x authentication for students and professorsRepaired computer and printer issues. Performed technical support for professors and students on… Show more Installed various software products (MS Office, Adobe Creative Suite, Adobe Reader, Flash Player) and hardware throughout campusInstalled and maintained Windows XP, Windows Vista and Windows 7Used Windows Remote Desktop for remote support of drivers, hardware, software updates, security, and connectivitySupported Wi-Fi 802.1x authentication for students and professorsRepaired computer and printer issues. Performed technical support for professors and students on campusPerformed support and repair to laptops, printers, copy machines, projectors, and audio-visual equipmentSet up new hardware and workstationsInstalled required software for specific labsRetire old equipmentTracked trouble tickets using Numara Trackit ticketing systemTrained students and professors on the use of IT equipment Show less

Diagnosed software and hardware failuresIdentified network problems related to internet connectivity of Windows 2000 and XP operating systemsRelated issues included TCP/IP, DNS, Westell modems, and Linksys/Belkin router configurations of 802.11b/g, WEP/WPAUtilized GoToAssist to provide remote online collaboration for network support and application installation, configuration, and troubleshooting