Support Analyst Customer Service

Peggy Terry

Network Support Analyst

********@*****.*** • 469-***-****

LinkedIn • McKinney, TX 75072

Summary

Accomplished and highly skilled professional with comprehensive experience in providing critical technical support and ensuring stability and efficiency of complex network environments. Adept at diagnosing and resolving intricate network issues, implementing proactive maintenance strategies, and optimizing network performance. Proven track record of collaborating with cross-functional teams to design and deploy robust network solutions that align with organizational goals. Strong expertise in network protocols, security measures, and troubleshooting methodologies. Committed to staying current with emerging technologies and industry best practices. Exceptional leadership skills, with an innate ability to steer and empower multiple cross- functional teams to increase overall workflow. Excellent communicator with interpersonal skills, committed to cultivating and strengthening working relations with key clients and stakeholders. Technical Proficiencies

Platforms: Matrix, PEGA, Avaya,

Tools: Microsoft Word, Excel, PowerPoint, Outlook, Teams, SharePoint, Spotfire, WFM, DPI, M6, VX Field, and many Frontier proprietary programs.

Hardware: Windows OS

Career Experience

Frontier Communications, Dallas, TX 2019 – 2023

Network Support Analyst, Team Lead

Collaborated with NOC and Advanced Technical Services to conduct research necessary for communicating potential service disruptions, initiating outage resolutions, assessing customer impact, and implementing automated outage deflection. Supported management and root cause owners in reinstating automated outage deflection in event of failure. Monitored lead indicator tools to identify unreported outage events or deflection issues. Drove progress towards strategic goals through instrumental roles in several high-profile initiatives.

• Ensured activation of essential services by assisting in the deployment of Frontier Services for Navajo Nation in Arizona.

• Identified critical issues in equipment orders related to customer migration tickets, resulting in cost savings for Frontier.

• Supported transition for two months post-roll-over to ensure handover when Frontier sold their NW area.

• Enhanced order accuracy and trained order creation team to target correct customers by allying with Supply Chain Director.

• Detected system update anomaly causing certain outages to go unnoticed within BAU process, hampering deflection efforts.

• Steered team of 15 analysts responsible for documenting service outages, verifying customer outage notifications, and managing projects, including migrations, email issues, and scheduled customer maintenance fallout.

• Authored Network Support Analyst Handbook, comprehensive guide detailing processes, systems, and procedures employed within the NSA, streamlining operations.

• Collaborated with director on mission to West Virginia to facilitate training for team of 9 vendor agents, specializing in outage deflection verification and resolution.

• Saved over $100,000 and minimized nonproductive truck rolls that disrupted customer services by discovering discrepancies and dispatching new orders.

Frontier Communications, Dallas, TX 2021

Workforce Management/NRT

Collaborated across different departments to make substantial impact on organization's future success to drive passion for dynamic environments, roles are sought that continually evolve, allowing. P a g e 2 2

• Generated reports facilitating informed decision-making by leveraging various platforms, including WFM and Spotfire.

• Directed establishment of dedicated team responsible for monitoring call flows and optimizing staffing for TSO operations.

• Ensured timely staffing adjustments to meet changing demands in service queues by managing productivity.

• Gained expertise in workforce management and advanced reporting tools by transitioning from role in search of better fit. Frontier Communications, Dallas, TX 2017 – 2019

FiOS Technician

Transitioned to customer technical support after disbandment of Activations team, demonstrating adaptability and commitment to resolving complex issues promptly. Handpicked for various strategic projects and entrusted with handling executive escalations, showcasing a strong problem-solving ability and effective communication skills during this period.

• Selected for multiple projects to improve both processes and the customer experience.

• Achieved customer experience score of 95% and first call resolution score of 92% while overseeing troubleshooting and Technical Support for FiOS customers with commitment to first call resolution.

• Maintained under 3% nonproductive rolls by using available resources to resolve customer issues without unnecessary equipment replacement or nonproductive truck rolls.

• Managed two-month deployment to Denver, taking charge of onboarding new vendor site while supervising vendor training and collaborating with post-training agents to ensure strict compliance with Frontier procedures. Frontier Communications, Dallas, TX 2014 – 2017

Activations Representative

Directed to boost sales figures and improved customer loyalty to elevate to new position based on a proven track record of delivering exceptional customer service. Engaged with clients to facilitate activation of products featured in subscription plans to foster brand loyalty and heightened customer satisfaction. Additional Experience

National Support Analyst, Frontier Communications, Dallas, TX, 2019 – 2023 Help Desk Agent, Frontier Communications, Dallas, TX, 2014 Fraud Resolution Agent/Mixed File Agent, Experian, Allen, TX, 2004 – 2014 Dispute Agent, Experian

Education

Coursework

Howard Payne University, Brownwood, TX & University of Texas at Arlington, Arlington, TX Professional Training

Joshua Day Director Tech Support Ops Frontier Communications David Lay Coach Fiber Optic Services Frontier Communications Michelle Soto Coach Fiber Optic Services Frontier Communications

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