Desktop Engineer

Leslie Totten

Atlanta, GA • 678-***-****

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

Education

Mississippi Valley State University, Itta Bena, MS B.S. Environmental Health

Qualification Summary

Network technical support professional with 25+ years’ of subject matter expertise in provisioning, network testing, and information technology services. Areas of expertise: Advanced remote network surveillance; first-tier troubleshooting; local exchange carrier management; information technology services; client-relationship management; hardware, software and system failure diagnostics

Technical Skills: ServiceNow, Akamai, Blue Cat, PagerDuty, Genesys Pure Cloud Relevant Skills: Excellent written and verbal communication skills, detail-oriented, strong organizational and project management skills, goal-oriented collaborator, ability to use analytics for planning and decision-making, motivated self-starter, critical thinker Professional Experience

TEKSystems

Desktop Engineer December 2022 – Present

· Maintain guidelines and system documentation as well as desktop standards for networks

· Serve as an escalation and de-escalation point of contact using ServiceNow, which results in the successful restoration of network services

· Effectively communicate to leadership team and key decision makers to resolve major incidents

· Actively participate in the planning and implementation of maintenance and installation work

· Troubleshoot hardware and application configurations for workstation performance and the experience for internal users

T-Mobile (formerly Sprint)

Network Technical Support Provisioner II January 2019 – August 2022

· Handled activation service requests (ASR) orders from creation to completion which included Install, Disconnect and Change orders of IP circuits

· Collaborated with engineers, account teams, and local carriers to process and complete orders

· Initiated new workstreams and engaged in cross-collaboration efforts across the division to identify unresolved orders, which resulted in quicker completion times and reduced costs for customers

· Mentored and assisted technicians on the team, which contributed to the business growth Leslie Totten

Sprint May 2016 – December 2018

Network Operations Center Technician II

· Supported and maintained Sprint’s domestic and international transport networks

· Performed independently on service calls with minimal supervision

· Analyzed network alarms and resolved errors to neutralize system anomalies

· Implemented knowledge of the physical layer circuit hierarchy (DS0 – OC192) and Broadband Services to address and resolve network issues

· Efficiently tested domestic and international network elements including: Cisco 15454, Alcatel 1668, 1603, 1680; IMTN, Sycamore, K2, Ciena Core Director, NEC, Tellabs 5500, OME6500, DNX-11, LX-Focus

Nokia (formerly Alcatel-Lucent) March 2009 – May 2016 Technical Support Technician II (Atlanta)

· Supported and maintained Sprint’s domestic and international transport networks

· Performed independently on service calls with minimal supervision

· Analyzed network alarms and resolved errors to neutralize system anomalies

· Implemented knowledge of the physical layer circuit hierarchy (DS0 – OC192) and Broadband Services to address and resolve network issues

· Efficiently tested domestic and international network elements including: Cisco 15454, Alcatel 1668, 1603, 1680; IMTN, Sycamore, K2, Ciena Core Director, NEC, Tellabs 5500, OME6500, DNX-11, LX-Focus

Sprint/Nextel Communications

Network Operations Specialist II January 2000 – March 2009

· Performed diagnostics, isolated faults, and made corrective actions on Wideband and Narrowband circuits via remote testing

· Managed automated and customer-initiated maintenance tickets and partnered with coordinating organizations and local exchange carriers to repair circuits

· Implemented knowledge of DS0 – DS3 circuits, ATM, and Frame Relay services to address and resolve network issues

· Demonstrated excellent interpersonal communication skills when partnering with internal and external customers

Customer Service Technical Support Representative II October 1998 – January 2000

· Conducted frontline technical support and consultation to switched and data customers in an ACD environment

· Selected escalation paths for customer issues to ensure problems were handled appropriately to meet repair time criteria

· Served as liaison between customers and fix agencies, field technicians, foreign carriers and account teams to efficiently customer network issues Customer Service Representative October 1996 – October 1998

· Responded to 2000+ telephone requests monthly from current and prospective customers

· Accurately interpreted and assessed customer needs to improve customer satisfaction

· Addressed and reconciled billing issues and errors for customers

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