Technical Support Customer

Jean W. Ducheine

****.********@*****.*** 770-***-****

Proven record of facilitating support services, and working in a fast-paced

team environment. Strong organizational, and communication skill, combined

with a variety of transferrable skill sets that can add a high level of

efficiency and productivity. Strong understanding of methods and procedures

with diligent attention to detail resulting in superior work performed and

high level of client satisfaction.

PROFESSIONAL EXPERIENCE

Cox Communications, Atlanta, GA 2001-2012

NOC Service Assurance Analyst

Accomplishments and Accountabilities:

- Developed process flow charts for our Workforce Automation allocation,

including critically support structure analysis.

- Co-Managed and co-administered project for telephony role out in

Wichita and San Diego, this project involved a complete communication

package to Cox customers. Project increased revenue by 3%.

- NOC liaison for the deployment of HSI service to three Cox systems

affecting a customer base of 40,000 increasing Cox's footprint in HSI

by 12%.

- Monitor and maintain control of all monitored network elements in a

7x24 data center that include 44 Backbone routers, 1000 CMTSs, 48

backbone circuits, 44 multi-layer switches, and 300 ATM switches.

Improved uptime to 99.7%.

- Monitor circuits for SAIC (Science Applications International

Corporation) and contact field technician to resolve issues.

- NOC liaison for the deployment of network services to Auto trader.

- Determined cost and negotiated service level agreements with cross-

functional teams.

- Gather and Report platform usage metrics to be presented regularly to

Sr. Management.

- Assisted in developing SLA metrics on platform performance.

- Direct and instruct field personnel through technical resolution of

problems.

- Train and mentor tier 3 operators on troubleshooting procedures.

- Work with Circuit Carriers to ensure proper process of outage

resolution is accomplished.

- Monitor nation wide network. Technology disciplines monitored are data

and telephony services provided by Cox to its customers. Troubleshoot,

investigate and escalate issues.

PC Analyst 2001-2001

- Maintained detailed and precise records in matters relative to

training, process reengineering, and quality/production for MIS

department.

- Defined and developed reporting systems, procedures and processes that

improved the timely support and resolution of customer issues by two

hours. Process reengineering improved productivity by 15%.

- Coordinated schedule with customers being converted over to Windows

2000. Converted over 200 users from NT 4.0 to Windows 2000 in two

months.

Verizon Wireless, Alpharetta, GA 1998-

2001

Technical Team Leader - Contract Consultant

- Providing effective direction and leadership to a team of five PC

Specialists. Focused on continuous process improvement and expansion

of Campus Relocation Team improving efficiencies by 30%.

- Successfully executed converting over 2000 HP desktops to Compaq

desktops in four weeks.

- Defined and developed reporting systems, procedures and processes that

improve the timely support and resolution of customer issues by one

hour. Improved productivity by 25%.

- Developed a research and administrative plan for the management of

training new staff, providing configuration training to customers,

creating Facets documentation, conducting systems testing and

analysis.

- Provided technical training for 1000 customer care representatives.

- Organized and conducted several city wide meetings with cross

functional teams to ensure all pc's were delivered and had network

connectivity in a 72-hour window that was agreed upon.

- Provided support for customer care web portal.

Verizon Wireless 1998-1998

PC Specialist - Contract Consultant

- Supported 1000 end-users in Verizon's Customer Call Center. Implemented

procedural mechanisms and training material. Improved call efficiencies by

15%.

Wang Global Inc., Smyrna, GA 1998-1998

Help Desk Analyst - Contract Consultant

- Provided 100% technical support via phone for NEC and Packard Bell

products, Windows 95, MS Office 95/97 and Phone mail system.

- Documented end user queries and solutions. Diagnosed hardware

components in addition to providing technical assistance for Sportster and

3Com modems.

UCB Inc., Smyrna, GA 1996-1998

Technical Analyst - Contract Consultant

- Provided technical support via phone to internal customers of UCB Inc.

- Documented end user queries and solutions. Provided technical support

for PROCOMM application.

Nynex Corporation, New York, NY 1994-1996

Field Technician

- Installed, repaired and diagnosed telephone cable wires.

- Utilized special hand tools and testing equipment for cable splicing

execution.

EDUCATION

Northeastern University - Bachelor of Science in Electrical Engineering

Technology, 1992

TECHNICAL EXPERIENCE

Technical Visio, Microsoft Project, Microsoft Office, Microsoft

Microstation, Cisco 12000 series, NetCool, AutoCAD, Solarwinds

Volunteer & Organizational Work

Big Brother Big Sister - Mentor for middle school children

Volunteer at Gwinnett Medical Center

PROFESSIONAL AFFILIATIONS

IEEE, Care Institute, Society of Cable Television Engineers, Atlanta BDPA,

Toys for Tots program (Marine Corps & Phi Beta Sigma Fraternity, Inc.)

PROFESSIONAL DEVELOPMENT

Leadership Essentials Course I-II, IT Project Management Course I-II,

Business Presentation Skills, Dialogue Works. Participated in the 2003

National Mentor Program at Cox Enterprise.

References available upon request

Contact this candidate