Customer Service Network
Resume:
Nicole Lawson
*** ******** **, ********* ** ***** 925-***-**** *********@*******.*** / *************@*****.*******.***
Objective
To obtain knowledge in a new field while utilizing the skills obtained with past positions. Perform work in a network operations environment to assist in achieving both internal and external customer satisfaction.
Skills & Qualifications
I am a Team player, self-starter, strong work ethics, fast leaner, and quick to grasp new ideas and concepts.
Able to efficiently prioritize ongoing issues, using consistent and sound judgment.
Proficient in multiple Microsoft tools, as well as tools specific to the Comcast cable corporation as well as Sony PlayStation.
I am willing to work nights and weekends, with flexibility on all shifts.
I am currently working in a fast paced network environment with 13 years experience in similar environments.
With my history in companies that are constantly growing and evolving, I am able to quickly adapt to multiple varying work environments with ease and confidence.
Experience
OPERATION SPECIALIST PLAYSTATION VUE DECEMBER 2016-PRESENT
Monitor high priority programming real time in order to effectively escalate any issues in a timely manner to minimize customer impact.
Perform network surveillance and basic triage based on fundamental technical understandings, across multiple platforms.
Coordinate, execute, and troubleshoot the Sony TV live event blackouts along with spotlights and market protects for various regional and national networks.
Escalate complex or undocumented issues to higher level technical resources, such as Senior Operations and Engineers.
Assist with coordinating and scheduling regular as well as emergency maintenances with partnering providers.
Provide spot checks for all channels available with the PlayStation Vue service across all available platforms, including services and channels that are still in beta testing.
Assist with troubleshooting any and all meta data issues that may occur using several different tools used by Sony and partnering companies.
NSD NETWORK TECH I COMCAST CABLE CORPORATION JANUARY, 2013-DECEMBER 2016
Executed changes in the network and across systems focusing on new deployment of services, implementing changes and stabilized current services.
Act as break/fix resource on current CMTS issues.
Provided surveillance for the network from hub/headend level up to the backbone.
Used diagnostic tools to isolate various issues in the plant on all lines of service, as well as isolate the possible source of the problem.
Acted as the point of contact for escalations from various departments throughout the converged regional area network.
Escalate outage events to appropriate individuals/organizations when not resolved in a timely manner.
HFC TECH COMCAST CABLE CORPORATION APRIL, 2010-JANUARY, 2013
Validated outage/plant health events through various tools.
Submitted and created network referrals from field Technicians for all individual customer issue at the tap using TTS Remedy.
Routed current outages and plant issues to available network technicians once establishing the severity of the event.
Confirmed alarms on various devices as well as escalate any current issues to the appropriate party.
Monitored and prioritize current work orders and escalate in the appropriate intervals.
FIELD TRAFFIC CONTROLLER COMCAST CABLE CORPORATION DECEMBER, 2004-APRIL, 2010
Submitted and closed out plant fault referrals from field techs.
Monitored varying tickets and determined priority of dispatch.
Maximized customer service by routing and rearranging same day calls, for both residential and commercial accounts.
Maintained reports, schedules, and records associated with area productivity.
Performed acting lead duties when necessary.
Assisted in managing quota for all commercial work.
References
Robert Pacheco
Tiffany Chuong
PlayStation Vue-Operations Specialist
Geoff Taylor-headend technician
2166 Rheem Dr, Pleasanton CA
Greg Hoedt
John Carreon
PlayStation Vue-Operations Specialist
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