Network Operations Center Technician
Current- Responsible for the 24x7x365 monitoring of all critical small cell systems.- Answer customer calls, create tickets, and perform initial triage for issue resolution- Monitor small cell/ DAS network alarms, create tickets using Service Now and Site Portal, and perform initial triage for issue resolution- Identify customer impact and urgency of issues- Resolve the issue if possible by utilizing documented processes/peer collaboration- Escalate/Assign tickets to appropriate internal support teams if the issue cannot be resolved within defined guidelines- Own accountability of the incident ticket until ticket closure by observing ticket progression and continued oversight of the incident for appropriate progression- Perform direct communications to customers/carriers with updates as necessary- Send all incident updates and notifications to defined recipients (internal engineers, management or external customer) as necessary in accordance with the defined notification procedure for large and small-scale outages- Once an incident is deemed resolved, verify restoration of service and close tickets- Ensure ongoing issue/ticket handover during shift changesADDITIONAL PROJECTS - Worked with the Small Cell NOC management team in the creation, and updating of Small Cell NOC process documentation and procedures- Requested resources for, and implemented, a new process for advising the Small Cell NOC team of procedural changes- Providing a single point of contact for teammates to submit feedback and procedural suggestions to be reviewed for possible documentation and implementation- Migrated existing Small Cell NOC documentation from multiple sources to a single source (Service Now) ensuring that teammates had easy access to the most accurate documentation with the ability to easily quote the source in the tickets- Mentoring and training new hires on the processes and procedures- Created ticket templates to facilitate an easier, more uniform ticketing process.
