Sayre Skaggs Email & Phone Number

Castle Rock, Colorado, United States

Senior NOC Technician for ATNI/Commnet Broadband.Team Lead:Manage and train my team, leading to overachieving performance goals. Handling of difficult topics and large responsibility brought forward from vendors.Project Management:Successfully executed our 600+ Juniper router upgrade project. Coordinating and executing Change management, preventing larger service impact during MOP's.Vendor Relations:Developed and maintained effective relationships with vendors such as AT&T/FirstNet, Lumen, Zayo, and much more. Ensured timely resolution of issues and optimal performance of network equipment.Technology:Knowledgeable in handling Juniper, Cisco, Adtran, Accedian, Cienna, Ascot, and more. Vast understanding of CLI for Juniper and Cisco equipment.Extensive knowledge of cell sites, data routing, data center north-south/spine-leaf designs.Documentation:Improved documentation practices, creating comprehensive guides for troubleshooting and equipment maintenance, contributing to a more organized and efficient work environment.

Colorado Springs, Colorado, United States

Tier 2 technical support engineer for Microsoft Azure services.- Supported large enterprise customers around the globe with excellent communication skills via phone and email.- Tasked with troubleshooting portal, active directory, billing, compliance, and minor networking issues. These tasks required an understanding of a workflow and often required finding solutions outside your typical paths for knowledge.- Often collaborated with teams outside my scope for additional support and understanding of service affected. This led to a greater understanding of all Azure services which has helped reduce unnecessary collaborations.- Took on large responsibilities with decisions that could impact a customer’s business permanently if performed incorrectly. Other responsibilities include handling urgent tickets requesting immediate action with care and assisting other service engineers perform their job correctly.- Took on additional roles such as coaching colleagues to help reduce backlog, improve quality assurance, and navigate through technical questions.

Colorado Springs, Colorado, United States

Tier 2 customer service representative for Verizon business, corporate, and government accounts.- Provide a personal connection with customer by building rapport. - Troubleshoot Android, iPhone, and Windows phones, tablets, mobile hotspots, and other network connected devices. - Handling of large and small billing accounts.- Discuss services and plans that best match customer needs.- Offer Products to sell to the customer i.e., phones, tablets, accessories.- Provide outbound calls for follow-ups with customers’ accounts.- Manage other further account related issues.

Colorado Springs, Colorado, United States

Tier 1 customer service representative for Internet service provider Windstream.- Provide a personal connection with customer by building rapport.- Go above and beyond to make sure the customer is satisfied with the end results.- Handled multiple departments including broadband, landline, business broadband and phone, sales, and IPTV.- Troubleshoot consumer and business broadband, landline, and IPTV.- Set up dispatch dates for technicians if resolution requires it.- Made small and large sales from products Windstream offered.