Support Analyst Network
Resume:
Brent Deurloo
ad1v0a@r.postjobfree.com
McKinney, TX 75071
Professional Summary
●6 plus years as a Network Support Analyst monitoring network outages for call deflection as well as monitor network for congestion and manage many other special projects.
●Excellent working knowledge using both Windows and Mac systems; Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Access and Outlook.
●Experience with Pega application/Pega Testing
●A team player, acknowledged as “Network Support Professional.”
●Manage business processes and procedures saving the company time and money from unnecessary dispatches.
●
Professional Experience:
Frontier Communications 01/2016 - 6/2022
Network Support Analyst
Monitor Frontier network for outages for call deflection.
●Create and open Tickets to move customers from one Dslam to another Dslam.
●Special Project: Reviewed 257 trouble tickets. Of that volume, we were able to save 30 dispatches/12% of the volume. We were able to enable the port to make the dispatch more productive on 120 tickets/47% of the volume. At an annualized rate using $171.38 as the cost per truck roll, we saved $85,938 in dispatches with this process change. For the tickets where we enabled the port but it still required a dispatch, at an annualized rate we saved $250,133 for a total savings rate of $268,857 when we include the 20% repeat rate on tickets that were closed.
●Various projects on a special projects team.
●Technical support of various stages and high-level escalations
●Experience with multiple applications on different platforms including Pega.
Torchmark 08/2015 – 12/2015
Retention Specialist
●Handle inbound and make outbound calls, saving and conserving Term and Whole life insurance policies.
●Give customers options to conserve their business, for example: offering loans that customers may borrow against the cash value they have built up on whole life policies, or offering a loan to pay the premiums on the policy.
●Provide great customer service to retain and conserve company business.
Navigation Solutions 11/2012 – 4/2015
Product Support Representative
●Handle phone calls, chats, and emails from customers that need support for their Hertz NeverLost GPS navigation system.
●Assist programming, resolving errors and building trips to enter into the NeverLost Navigation system.
●Provide support up to resolution of hardware failures and dispatching technicians for repair, as well as great customer concierge services by assisting customers with programming and or directions to finding specific locations not listed in the NeverLost mapping systems.
●Providing answers to escalations as well as world class customer service support.
Education / Certifications
1986 - 1990 KELLOGGSVILLE HIGH SCHOOL DIPLOMA
2011 - Present SOUTH UNIVERSITY COLLEGE
*Working on Associates of Applied Science
* A+ Certification 2002
References
Business Reference #1
Shawn Mosley
Frontier Communications Colleague
Known 6 years
ad1v0a@r.postjobfree.com
Business Reference #2
Michelle Soto
Frontier Communications Supervisor
Known 9 years
Business Reference #3
David Lay
Frontier Communications Supervisor
Known 6+years 972-***-****
ad1v0a@r.postjobfree.com
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