Customer Service Representative

Maria D. Grimes

Lorton, VA *****

703-***-**** (H)

************@***.***

RELEVANT EXPERIENCE:

Over nine years of experience as a Customer Service Representative in a

**/* ******* **** ****** environment; with the principle focus on first

contact resolution Network Monitoring and troubleshoot circuit issues on

DSO, DS1, DS3 outages.

PROFESSIONAL EXPERIENCE:

Transaction Network Service Inc

Reston VA

NOC Operator Tier 1 support

Oct 2006 - Present

Responsibilities Include:

. Monitor network surveillance systems and respond to alarms and error

conditions

. Provide direct support to internal and external customers to mitigate

service impact resulting from network events

. Provide protocol analysis support for SS7, wire line, and wireless

protocols

. Troubleshoot circuit issues on DS0, DS1, DS3, and optical circuits

utilizing DACS, DNX, and other muxing equipment

. Perform routine and corrective maintenance on network elements

. Monitor and troubleshoot SS7 link issues and SS7 routing including

ISUP, TCAP, GTT, etc

. Work shifts as required to support 7x24x365 Operations

M Grimes

American Red Cross Falls

Church VA

Call Center Specialist Sep

2005 - Oct 2006

. Assessed client's needs and determine client eligibility for specific

service programs.

. Entered casework details in proprietary database.

. Rockwell phone system.

. Reviewed cases to ensure completion and accuracy according to ARC

guidelines and procedures.

. Scheduled client meetings with chapter representatives.

. Processed requests for financial assistance.

. Clerical duties including filing and data entry when needed.

. Used Clarify for casework tracking.

. Interpreted program policies and procedures for clients, field support

or service delivery offices.

. 100% phone support in a Windows 2000 environment.

American Red Cross (Spheroin contractor) Falls Church VA

Call Center Specialist Feb

2004 - Sep 2005

. Duties as described above; contractor prior to permanent hire for the

subsequent position.

Lockheed Martin at HUD (Infinite Resource contract) Washington DC

Help Desk Security Analyst (intermittent schedule) Mar - Nov

2003

. Supported HUD Community of approximately ten thousand users in a

Windows XP / Lotus Notes environment.

. 100% phone support.

. Provided direct level one support for troubleshooting all access-

related issues, escalating other issues as appropriate.

. Assisted in follow-up with users to ensure satisfactory resolution,

tracking via Remedy ticketing system.

M Grimes

Genuity

Columbia MD

NOC Operator, Tier 1

Sep 2000 -

Nov 2001

. Supported dial up, DSL and VPN for AOL user community in a UNIX help

desk environment.

. 100 % phone support of inbound calls in a high volume call center.

. Monitored the performance and fault status of the WAN/LAN Network

using HP Open View and Net Cool.

. Identified, diagnosed and corrected equipment faults and network

addressing conflicts.

. Interfaced with LEC/CLEC to ensure SLA compliance.

. Delivered timely and accurate status reports of network outages to

clients and managers.

. Ordered necessary equipment for the completion of work orders.

. Coordinated work of vendors and field techs with in-house techs and/or

customer techs.

. Maintained ownership of orders from initiation to completion.

. Acted as a liaison between the clients, vendors, and field techs.

. Troubleshot T1, DS3, Mux, and Modems.

. Tracked all trouble calls using Remedy ticketing system.

. Scheduled maintenance to replace faulty network equipment.

Qwest (Butler Technologies contractor)

Arlington VA

Implementation Coordinator/Help desk Sep

1999 - Sep 2000

. Supported approximately two thousand dial up and DSL users in a

Windows 2000 environment.

. 100% phone support.

. Scheduled appointments for engineers to assist clients with

configuration of their Cisco routers.

. Provided encapsulation, IP address, and Serial numbers to clients

prior to the engineering appointments.

. Tracked and drove service orders processing, through order entry (OE),

provisioning, installation and cutover/activation.

. Information tracked via a proprietary application.

MG

SOFTWARE: Remedy, Microsoft Office, HP Open View, ARPS NET Client, Linux,

Network Management System, and various proprietary applications

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