Wendy Baker Email & Phone Number

Greenwood Village, Co

Greater Denver Area

As the Network Service Desk Supervisor in the Excellence in Operations Center (XOC), my team is a 24/7 operation responsible for the Cable Modem Termination Systems (CMTS) throughout the West Division. We configure, triage and maintenance the CMTS's in our footprint. Our primary duties focus on monitoring the plant outside of the Hybrid Fiber Coaxial (HFC) network, including but not limited to Video On Demand, channel issues, transport, headend environment/network escalations along with performing and supporting maintenance activities for all regions within the West Division.

Assist OnStar Technical Advisors in interpreting services and provide education and direction on technical issues. Resolve technical service problems via diagnostic troubleshooting, communication with Vendor or escalated technical support. Document reported issues requiring further investigation, Vendor assistance and senior engineering resolution. Study trends to determine potential issues and involve additional resources needed.

Analyze Comcast Telecommunication’s toolsets and goals as well as study inefficiencies to help create measurable reports for multiple departments. Accountable for the reports and their accuracy, as well as continue to enhance them as products and processed evolved. Also created training documents and worked with users to continually enhance the reports.

Manage the surveillance function within the network operations center for Michigan’s largest cable television, high-speed Internet and telephony provider. Direct a team of three supervisors to coordinate the daily activities of 36 technicians monitoring video, high-speed data and telephony networks in two Midwest states. Also responsible for environmental monitoring of 120 sites, including the monitoring of HVAC systems. Analyze and improve processes, policies and troubleshooting protocols to enhance departmental response times and minimize subscriber outages. Develop methods, job aids and departmental training programs to improve efficiencies and delivery of uninterrupted service to customers. Participate in reviews of catastrophic failures to prevent future occurrences. Prepare weekly, monthly and annual surveillance reports to document system performance and enhancements. Responsibilities also include management of the Dispatch and Advanced Technical Support teams

Assisted technicians in reviewing and interpreting data received from system status monitoring tools and provided guidance and training, both formal and informal. Addressed complex, escalated technical service problems and resolved via diagnostic troubleshooting. Prepared executive summaries of network events and prepared, approved and implemented process improvements. Promoted from Surveillance Technician