JUAN FRANCISCO RIOFRIO

***** ******** *******

Ashburn, VA. 20148

Home 703-***-****

Cell 571-***-****

E-mail: aczlcw@r.postjobfree.com

SUMMARY

I have proven performance in both work and academic environments. I have utilized effective organization, prioritization and interpersonal skills in the successful achievement of an undergraduate education while working full and part-time jobs. Improved productivity in both management and operations, based not only on knowledge and skills, but the ability to assimilate and act upon new information and quickly and effectively.

EDUCATION George Mason University, Fairfax, VA

BACHELOR OF SCIENCE in Economics, December 1995

PROFESSIONAL EXPERIENCE

03/2012 - Present Charter Communications/Time Warner Cable – Technical Operations/Engineering Herndon, VA. – Network Operations Center – NOC Incident Manager/NOC Floor Supervisor

My primary responsibility is to ensure the GNOC is productive and focused on the functions that we are accountable for. As well as our Standing KPI Objectives: MTTR, MTTN, MTTA and MTTD. The Supervisors must meet on a regular basis to ensure they are managing the floor in a consistent manner and ensure they are sharing tech performance. Supervise day-to-day (GNOC) activities. Oversee day-to-day performance of GNOC Operators/Analysts. Monitor performance of GNOC Operators/Analysts to ensure that team, department, and company standards/goals/expectations are consistently met. I was responsible for ensuring that individual/team/department workloads are properly distributed among Operators and Analysts. (This includes but is not limited to Netcool alarms, Remedy tickets, e-mails, instant messages, phone calls, etc…). Monitor departmental workflow to ensure all issues and events are identified/prioritized/worked in a timely manner and within departmental/organizational guidelines, policies, procedures, and standards. Efficiently and accurately perform all duties of the GNOC Operator position to assist in workflow coverage at any time. Ensure GNOC Operators/Analysts are effectively supported through day-to-day interaction, regular training, team meetings, on-call assistance, and individual coaching/mentoring. Provide technical and operational support across all lines GNOC-supported business models. Monitor and coach staff to utilize the trouble ticketing system in Remedy to properly and accurately document events/tickets. Escalate outage events and/or impairments to appropriate individuals, teams, and organizations in a timely manner to ensure efficient resolution and to minimize customer impact. This includes escalation of outage events and/or impairments to appropriate individuals, teams, and departments when not resolved within appropriate timeframes. This also includes ensuring that accurate notifications are sent to appropriate parties at appropriate intervals. Oversee interactions with customers (both internal and external), other teams/departments and other GNOC employees to ensure all communication is professional and timely. Initiate and host conference bridges in accordance with established policies, procedures, and guidelines. For critical issues, set up conference calls with all appropriate department representatives; lead issues through to resolution; document all relevant activities via the Remedy ticketing system. This also includes ensuring that accurate notifications regarding such events (when applicable) are sent to appropriate parties at appropriate intervals. Implement proper crisis management procedures if/when necessary. Isolate problems by correlating information from network surveillance equipment/applications, diagnostic tools, and reported information/data to accurately direct fix organizations and personnel to the most likely source of problem. Correlate, isolate, and identify network impairments using pre-defined criteria across geographical areas. Effectively communicate essential information at shift change to incoming supervisor and/or GNOC Operators/Analysts. Ensure communication is professional, courteous and helpful from all GNOC Operators/Analysts. Ensure compliance with GNOC operational objectives, policies/procedures, work schedules, and reporting metrics. Ensure departmental policies/procedures and documentation accurately reflects the current practices of the GNOC, and suggested changes/modifications when appropriate. Generate ‘customer reports’ and produce ‘major incident reports’ for outages when required and/or necessary. I was responsible for ticket quality and accuracy. Assist the GNOC Managers in the interviewing, hiring, and training process for GNOC Analyst and/or Operator positions. I mentored and coach employees in the GNOC for effective work performance and career enhancement. Set standards through verbal and written communications. Perform other duties as assigned by management and provided training skills in employee development for individuals and teams. I managed/supervised individuals and teams in a centralized repair/troubleshooting/testing environment that included answering telephones, logging events in a ticketing system, and providing technical support and repair coordination. Knowledge of telecommunications field including (but not limited to) internet, telephony, VOD, and HFC cable systems. Must have working knowledge of databases and software applications; telecommunications telemetry; surveillance systems; layer 2 and 3 switches/routers; fiber-optic long haul transmission systems; I demonstrated ability to work under pressure and within a fast-paced environment. I demonstrated self-initiative and ability to multi task and manage multiple issues, projects, and/or duties simultaneously including resources, priorities, and timelines. I have experience with Remedy ticketing systems and with network monitoring systems (Netcool, Big Brother, HP Openview or Spectrum preferred). I have strong computer skills including solid working knowledge of Windows-based applications and able to manage heavy workloads and high levels of activity and stress. Assertively drive issues to resolution in a timely, yet professional manner with both internal and external partners.

07/2007 – 03/2012 Time Warner Cable – Technical Operations/Engineering Herndon, VA. – Network Operations Center – Senior NOC Analyst - Voice

Provide a technical point of escalation for troubleshooting for GNOC Operators for issues/events/outages. Mentor and provide training to GNOC Operators on technically-related aspects of work performance and duties/tasks. Facilitate training to ensure all personnel are proficient in every aspect of all operations processes. Assist in the development and documentation of training policies and procedures. Drive issues related to vendor faults and outages to resolution. Regularly assist the GNOC Operators with their daily work activities when appropriate and/or necessary. Provide surveillance of the Time Warner Cable network using all applicable GNOC Network and Systems Management Tools. Perform initial troubleshooting, problem analysis and isolation of network and system events in accordance with TWC GNOC incident management guidelines. Quickly identify and analyze network events from network monitoring system. Troubleshoot, evaluate, track, and manage network problems and recommend the best solutions while escalating to higher tiers according to NOC procedures. Follow through and assist in troubleshooting after escalating to engineering staff. Respond to network activities, as required this includes supporting SLA commitments between network operations and internal/external customers. Facilitate and coordinate the flow of communications between the TWC GNOC and internal Time Warner Cable groups, as well as external vendors and third party ISP partners. I was responsible for providing high-level network and systems operations support for all Time Warner Cable divisions and Regional Data Centers nationwide. Manage change tickets within the guidelines of the TWC GNOC change management procedures. Provide input and feedback for the use and optimization of GNOC network management applications/tools as well as GNOC processes and procedures. Work with limited supervision (sometimes independently) while providing clear, documented activities to include customer or technical issues. Understand and respond properly to escalation procedures. Inform manager or supervisor in a clear, concise, and timely manner of any customer or technical issues. Provide quality, timely and accurate end-to-end support of any issues within functional area of responsibility this includes (but not limited to) phone, email and instant message (IM) contacts and documentation/tracking of the incident in the ticketing system. Enter data into trouble ticketing system in an accurate and complete manner to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information. Escalate outage events and or impairments to appropriate individuals and organizations, when not resolved in the prescribed amount of time. Monitor and track scheduled network maintenance activities in applicable tools analyzing the duration and potential impact to customers and ensuring they are consistent with approved times for these activities. Provide input and feedback for the development and improvement of TWC GNOC communications processes and procedures. Develop technical documentation/training material in support of TWC GNOC processes and procedures. Satisfactorily complete and maintain quarterly internal training and certification standards. Maintain a professional attitude and appearance while exhibiting a personable, polite and patient behavior at all times. Perform other related duties and tasks as assigned or as become evident. Provide administrative bridge management and oversight during network events/outages. Perform handover functions to incoming shift team members/management. Provide technical oversight of all trouble tickets during shift. Troubleshoot and resolve advanced technical network issues. Serve as a technical liaison between GNOC Operators and GNOC management for all technical escalations. Provide escalation support for all telephony issues within the GNOC. Oversee third party CLEC partner interactions in troubleshooting/resolving voice issues. I had thorough understanding of Siemens HiQ VOIP switch technology. I had thorough understanding of Cisco BTS VOIP switch technology and of VOIP ‘soft’ switch technology in general. I demonstrated understanding of VOIP telephony and call tracing. I demonstrated understanding of voice quality, dial-out, dial-in, and one-way telephony issues. I had demonstrated understanding of SS7 protocol. I had working knowledge of HFC network architecture and working knowledge of OSI Model. Experience with Remedy ticketing system and with network monitoring systems (Netcool, Big Brother, HP Openview or Spectrum)

07/2005 – 07/2007 Time Warner Cable – Technical Operations/Engineering Herndon, VA. – Network Operations Center – NOC Operator - Network

Provides first-line Network surveillance and Incident Management support for Time Warner Cable Broadband Network Services as a member of the Voice NMC Team within Time Warner’s Global Network Operation Center; Facilitates and coordinates the flow of communications between the TWC GNOC and internal Time Warner Cable groups, as well as external vendors and third party ISP partners; The TWC GNOC is divided into 4 Product Teams, each responsible for a specific service. These teams are: High Speed Data (HSD) Network; HSD Systems; Voice Over IP (VoIP); Cell Tower Back-Haul. TWC GNOC Product Teams are responsible for providing high-level network and systems operations support for all Time Warner Cable divisions and Regional Data Centers nationwide; Product Team members are also responsible for delivering service in accordance with standard GNOC Incident Management Procedures; This is a 24x7 operation and required the flexibility to work rotating and/or off-hour shifts and rotate in on-call duties. As an operator my responsibilities included Network surveillance and Incident; Management; hands-on network troubleshooting experience; strong written and verbal communication skills; experience with ticketing (Remedy) system; Managed multiple projects simultaneously, including resources, priorities, and timelines; Have a functional knowledge of TCP/IP, Internet routing, firewalls, network security. Experience with HP Open View, Netcool and Big Brother. A working knowledge of Data over Cable systems and end-user support; Provides quality, timely and accurate end-to-end support of any issues within functional area of responsibility; This includes phone, email and IM contacts and ticketing of the incident in the Remedy system; Provided input and feedback for the development and improvement of TWC GNOC communications processes and procedures; Provides surveillance of Time Warner Broadband Network using all applicable GNOC Network and Systems Management Tools; Performed initial troubleshooting, problem analysis and isolation of network and system events in accordance with TWC GNOC Incident Management guidelines; Performed tracking and management of Incidents to resolution in accordance with standard TWC GNOC Incident Management Procedures; Managed change management tickets within the guidelines of the TWC GNOC Change Management procedures; Performed administrative tasks for GNOC Management Tools, contact, escalation and mailing lists and other documentation or systems under the direction of GNOC Operations Manager; Provided input and feedback for the use and optimization of GNOC Network Management Applications/Tools as well as GNOC processes and procedures.

04/2002 – 07/2005 Equant Telecommunications – Herndon, VA. – Finance – BPA/RAA (Business, Profitability & Analysis/ Reporting, Automation & Analysis)- Business Analyst

Design and calculate the relevant activity (KPI) Key Performance Indicators for BPA/RAA specifically to the GCSC’s (Global Customer Service Centers). Ensure consistency of KPI indicators via in depth analysis and provide ad hoc reporting. Having thorough understanding and documentation of how the KPI indicators are capturing data. I provided activity and analysis of Business Operation & Services procedures. Ensure relevant measurements are in line with business evolution. Define consistent quantitative and qualitative measures of all service-related functions within BPA/RAA and between Operations and Customer Service Delivery, Network Services & Security Management, Finance, and Human Resources. Regularly track, analyze, and report on the established performance measures for Customer Service Level Agreements and Customer Service Operations’ Key Performance Indicators. Identify trends in customer service based on empirical data that can be used to facilitate performance coaching, business skills training, resource and workflow management, as well as reward and recognition programs. Ensure data integrity of operational processes and contractual information by forming the rules and processes governing the use of customer data used by operational systems. Engage and participate with other GCSC organizations to promote how each GCSC is performing to others. Developed and introduced the Case Management Conformance Report. This case audit measures fault report management performance from a customer perspective. It identifies Customer Service Centers where fault reports are managed correctly and those where improvement is needed. BPA/RAA views this as one step in our on going effort to ensure our customer service is consistently high. To measure our call responsiveness, we compile statistics on a weekly and monthly basis from our Call Management systems (Symposium ACD software). Based on the data gathered, BPA-RAA tracks and report on several Key Performance Indicators for each of our Global and Satellite Customer Service Centers around the world. Equant’s management uses this information to review performance levels and obtain insight into training needs as well as determining staffing requirements. These reports include information about three key aspects of our business: activities conducted during the month, our performance related to those activities, and performance-improvement initiatives. Maintain Access database and revise when needed the contacts/groups associated with the Equant Escalation Matrix (old). The Equant Escalation Matrix provides the ‘know-how’ to manage and update the escalation point of contacts, general main number, on-call availability, and fax number by the responsible group, center or region.

08/1999 – 04/2002 Global One/Equant Telecommunications, Herndon, VA. – VIP Representative for Top 5 Customer (Henkel) & Customer Team Leader

Single Point Of Contact for one of Equant’s Top Customer (Henkel) and support other Equant customers in case of questions, problems and other operational issues. Focal Point for selected organizations and ensure the service levels are met or exceeded by pro-active network & service management for these organizations. Open a Fault Report and commence a trouble shoot procedure upon receiving a fault call from a customer affecting their service. I determined the fault area by making use of Equant's customer support tools. Take ownership of the problem throughout the whole fault process. Escalate faults, in time, to other helpdesks and third parties [PTT, Network Control, Support Group, ITS] ensuring that services are restored within pre-defined standard service levels. Be fully aware of all operational agreements Equant is providing to a SPOC customer in which are defined in a SPOC Service Description or Service Provisioning Statement. Production of fault reports for 100% of service calls received. Information updates provided to customers every hour or when information is received. Solution of fault reports according to service levels. I received escalated problems according service level agreements and informed the customer about any service issues.

LANGUAGES Native fluency in both English and Spanish and US Citizen

COMPUTER SKILLS/Certifications Normal range of PC office software, including knowledge in Symposium & Meridian ACD systems, L2L, NORTEL Passport, and CMTS devices (Cisco UBR7200 series and 10K), Switches, Juniper Routers. Windows NT, Windows 95, 98, 2000, and XP, Lotus Notes and the Internet/Intranet (WWW), MS Office products. Troubleshooting skills involved With Cisco routers (3550, 6509, 4948, 12008, 12010, 12016, CRS) and Motorola Cable Routers (BSR’s –64000 and MCR’s), Cisco BTS Voice switch -10200 and Nokia Siemens Network HiQ switches, and Apollo Voice switch. SIP Industry Certified (SIP School) and knowledge of IMS (IP Multimedia Subsystem).