Demonstrate a high level of technical proficiency and understanding of various protocols including SIP, UDP, RTP, TCP, SDP, IP, MPLS, BGP, ARP, ICMP, and more.Provide outstanding customer service while identifying, isolating, and repairing data and VoIP related problems.Engage and collaborate with additional Lumen groups, when necessary, to diagnose and repair customer trouble.Work alongside customers to assist with problems isolated to the customer premise, and provide assistance to restore and optimize the customer’s VoIP and data systems.Understand numerous troubleshooting techniques, through the utilization of command-line interface within a variety of Provider Edge (Cisco, Alcatel, and Juniper) and managed customer premise routers (Cisco, Adtran, and Juniper) including Quality of Service configurations, interface configurations and statistics, error reporting, and clearing all layers of the OSI Model.Engage Tier III support, when necessary, by providing concise, detailed information about the reported trouble while maintaining ownership of the trouble ticket until a resolution has been achieved.Lead training sessions with Tier I and II technicians to improve their knowledge and ability to troubleshoot effectively.Identify processes/practices that could be improved and bring ideas for the implementation of solutions to management for review and approval.

Onboarded directly to Tier II as a full-time employee with benefits, bypassing contractor and Tier I statusResolve complex network problems involving power, network hardware and software, lines, modems and terminals.Use software and hardware tools to identify and diagnose network status and problems; conduct complex network monitoring equipment installation and maintenance activities; resolve complex trouble ticketsMonitor network operations and resolve routine network monitoring problems.Monitor network performance; conduct routine monitoring equipment installation and maintenance activities; resolve routine trouble tickets.Continue to build knowledge of core competencies including: Effective Troubleshooting, Network and Information Security, Network Modeling, IP subnetting, IP routing, VoIP, UDP, TCP, CUCM, Cisco Unity, Mitel MiVoice Business, Broadsoft, SIP Trunking, SIP over TLS, RTP and SRTP, Ribbon/Sonus, Adtran, Juniper, IRIS Session Analyzer.

Research a wide variety of human behavioral topics from which to design new analytics tests while ensuring ongoing content fit with the constantly changing goals of the research team.Create original content to be published on a weekly basis for an international audience, observing analytical & behavioral testing best practices.Translate qualitative data into summaries and analysis with conclusions that deliver on objectives and support proactive insights and recommendations.Develop strategies and techniques to automate reporting for recurring data analysis.Discuss and develop pilot projects for new and interesting ways to interact with sites users.Communicate complex information and ideas with other staff entirely, and exclusively, in writing.Maintain high productivity and accountability while working nontraditional hours to complete multiple deadline-driven projects from a remote location.

Identified and qualified prospective students by knowing the university and governmental regulatory framework regarding enrollment.Carried a sense of the organization’s mission through each interaction.Developed and adhered to an effective conversation strategy ​that includes communicating messages to potential students either through oral or written communications.Scheduled and conducted enrollment interviews ​to identify a student’s current situation, academic and career goals, and program of interest while highlighting aspects of the student's experience and desires that fit well​ with specific educational opportunities.Identified and addressed concerns of prospective students.Met the needs of a diverse student population​ in order to ensure an overall positive enrollmentexperience.Prioritized student progression​ by servicing existing students with an emphasis on retention.Followed-up with current students ​through the completion of their first course to ensure student support and success.Developed a network of students​ in order to generate recommendations to the university (friends, family, etc.)Consistently met and exceeded daily, weekly and monthly enrollment and retention goals ​that increased with tenure.

Synthesized researcher trip reports into articles and news briefs, emphasizing the impact of the work on the lives of the people with whom they interact. These articles and news briefs were published online for an international audience including international non-profits.Organized workshops and forums for 50+ program researchers and affiliates across the university, including managing international guest invitations, RSVPS and follow-ups, lodging, catering, tracking costs, comparing bids, justifying expenditures, and serving as the main voice of the organization for front-line logistical questions. Worked effectively with university administrative staff to ensure all aspects of each event are properly completed, with an emphasis on confirming details early and staying under budget and within university protocols and regulations.

Developed complex lesson plans that included tiered questions, multiple ways to differentiate lessonexplanations, and preparations to address the common misconceptions and anticipated challenges.Recorded 1500 hours of Americorp service ​which involves additional responsibilities such as civic reflection, professional development, and extra hours planning and preparing lessons.Collected, tracked, and analyzed data​ on family contact rates, test scores, classroom work, student problem-solving​ growth, and instructional time during class.Worked with students from a wide range of circumstances​ including a visually impaired student, students with individual behavior plans (IEPs), students with reading and other learning disabilitiesBuilt relationships with students, family members, and the school community ​to become a mentor they trust.

Learned and communicated the detailed facts of Amendment 66, a proposal for a statewide increase to education funding in Colorado, using a variety of different strategies including door-to-door canvassing, phone-banking, and tabling.Worked closely with the regional campaign director and fellow organizers to plan and implement the most effective campaign and volunteer recruitment strategies, sometimes taking on the role of a ‘trainer’ for less experienced organizers and volunteers.

Opened and operated the inaugural Fort Collins office for New Era Colorado and managed voter turnout operations, resulting in a 5-8% increase in voter turnout among the 18-29 demographic, outperforming all statistical predictions. Built and oversaw the campus-wide presence for the New Era organization at Colorado State University and the University of Northern Colorado, reaching out to more 36,000 potential student voters across 2 counties. Registered more than 2,500 new voters across the state, using innovative techniques including both digital & in-person events. Recruited and managed a team of interns and volunteers to drive election results. Coordinated the operational aspects of the office, including maintaining voter databases and organizational spreadsheets using advanced software skills. Worked a non-traditional schedule in a high-pressure environment, often traveling 100 miles/day and developed a willingness to stay until the job is done, regardless of the hours.

Provided after school care for more than 40 elementary aged students on a daily basis,assisting in the planning and supervision of games, activities, homework, and reading whilemanaging a diverse group of personalities and teaching teamwork and conflict resolution skills.Worked closely with parents and staff to ensure each child received the proper care andattention required for the best overall program experience, focusing on specific and uniquechallenges associated with individual, sometimes extremely sensitive students.