Inside Sales Support

Alphonzo W Brown

Location: Alpharetta, Georgia **022

OBJECTIVE:

To obtain a position which enables me to utilize my ability to work independently or in a group setting as well as my interpersonal abilities in a multi-paced environment to meet or exceed company standards.

EDUCATION:

Strayer University, Washington D.C

Major: Business Management, Dates: 2015 to 2018

Graduated

University of North Carolina at Chapel Hill –Kenan Flagler, Chapel Hill, NC

MBA candidate

SKILLS

Efficient & proficient in:

Microsoft products including Microsoft Project and learning MS Azure. Experience with Active Directory. Salesforce proficiency. Candidate also has experience working with Subnetting, IP Multicast,TCP,UDP,DHCP,IPV4,IPV6 and SCTP.IP Management System and network tracing(Wireshark) enter customer orders, produce service tickets, & solving logistics issues; also possess working experience with Chase Paymentech, CMS & CRM. Working knowledge of CTS (Central Ticketing System aka AOTS-M) for AT&T. Experienced with network configuration and setup including DNS, DHCP, routing including RIP, OSPF & EIGRP. Switching Including VLANs, VTP, STP & Port Security, Powershell, Windows Server. Use of Splunk tools for pulling data clusters.

WORK EXPERIENCE:

Verifone, Alpharetta, Georgia Jul 2019 – Present

Service Assurance Analyst Mar 2016 – Feb 2019

Cox Communications

Beginning job duties involved coordinating with 3rd party vendors (Comcast & Cisco) to find early technical issues with the new Cox product Contour 2 (C2) during employee trials in multiple markets.

Use Splunk queries to analyze account information and search the data base for account level transactions

Detected issues with set-top boxes (STB’s) ranging from correcting channel mapping, bad DSG tunnels, CMTS errors, node issues, upstream and downstream analysis. I compiled STB data error codes locating trends within the network then escalated tickets to proper fix agents.

Monitored VOD video on-demand outages and asset corrections reported by customers to our tier 2 team. Using programs V-Tube, sea-change, and compendium. Verifying asset played correctly, compressed with proper codec, data rates and proper metadata displayed on set top box.

Assisted field personal in identifying live streaming using Edge health, Home view, Compendium, GNIS and path track, programs used to read upstream and downstream RF signals, QAM’s, nodes, taps and signal to noise ratio.

Supported SDV Switch digital video on both DAC and DNCS networks. Checked & verified channel lineups, QAM data frequencies. Validating channel was in the carousel on the correct service group for specific regions.

Provide SME advice to call center personal and other customer facing reps via ticketing system, phone, or email.

Job function now includes learning multiple product platforms within Cox to troubleshoot a wide arrange of products, from set-top boxes, IMS/Harmony phone systems, TV caller ID, video on-demand, switch video on-demand, DVR digital recording service and customer account provisioning.

Perform root cause analysis to identify platform impacting issues and partner with Tier 3 support teams and development to implement and test fixes, for optimization of systems.

Cloud/On-Premises Database, Synchronization (Data Sync), SQL Server Stretch Database, SQL Server Sharding, Elastic Database, Geo-Replication, Distributed Transactions, Azure Automation.

Support Analyst Horizon Software (short-term contract) Apr 2015 – Dec 2015

Duluth, GA

Key Roles and Responsibilities:

Provided technical support and training to clients using proprietary software (Meal Payment Plus)

Responsible for manning the helpdesk phones to support and correct POS application troubles for over 700 School Districts across the nation.

Insured the proper functioning of network and technical equipment necessary for educational facilities and nutritional staff so that they will be able to succeed in performing their duties operating the POS application.

Became familiar with Company’s preparatory POS software/s and its various modules for purposes of giving instructions and even training clients and their associates.

Daily use of Remote programs to logon to User’s PC to configure software, map to networks and drives, or/and complete transactions or instructions on installing other remote programs and software for their use.

RNOC Engineer for AT&T

Atlanta, GA Apr 2014 – Feb 2015

Key Roles and Responsibilities:

Supervised and provided technical support for internal NOC and Field Engineers to address various client technology needs including network installation, upgrade, and support; Voice over IP systems; and various Microsoft Server support. Scampweb for looking up data and going through call logs

Monitored, managed, and provided troubleshooting on network devices

Used tools such as Scampweb to go sift through data and call logs.

Pushing complete and correct data from CSSng and creating a record in CTS

(AOTS-M), which is critical to properly maintain and alarm the site.

Mobile Device analysis (Android, iPhone, Windows Phone, Blackberry)

Knowledge of system integration and networking architectures; knowledge with IP switches/routers/based networks

Testing and analyzing voice quality of voice services such as CDMA, VOLTE, etc

Knowledge of web environments and architectures along with knowledge of HTTP, FTP, DNS, and other Internet protocols.

Infrastructure analysis (fiber, T1, T3 issues)

Cell site analysis (equipment issues)

Customer Complaint Case Types: Audio Quality, Call Routing, Applications, General Area Complaint, Microcell, MMS, SMS, Voice General Area Complaint, and Voicemail.

Experience using Torch for device provisioning verification.

Technical Support/Helpdesk

Apple Inc. 2012 to 2014

Provided technical support for iOS and OSX Apple devices. Documenting steps taken through a tiered ticketing system.

Sold protection plan coverage (AppleCare & AppleCare+) detailing how said product would extend the life of the device and decrease repair costs.

Sold Apple hardware and software to customers as well as Enterprise products.

Scheduled repairs and upgrades for Apple hardware.

Technical Support/Incident Manager

VideoShip U.S.A, Cumming, GA 2007 – 2014

Build, deploy, & support 300 Servers for nationwide NBC news stations & affiliates: as well as COX Communications facilities nationwide.

Provide technical support to the NBC V.O.D. service; documenting steps taken through a tiered ticketing system.

Coordinate and manage business disruptions to ensure timely business resolution.

Establishing network configuration and setup including DNS, DHCP, routing including RIP, OSPF & EIGRP. Switching Including VLANs, VTP, STP & Port Security.

Own incidents make changes across tiers and create resolutions across all applications.

Communicate with stakeholders and create relationships to ensure long term synergy with clients.

Alltel Communications/Verizon Wireless

Inside Sales, Alpharetta, GA 2007 – 2011

Hours per week: 40

Handling cancellations and changes in sales order and communicating the changes within the related departments.

Emphasized service and product features and benefits, discussing credit terms, quoting prices, and preparing sales order reports using Oracle JDE Enterprise One (Financial and Order Management) Chase Paymantech software.

Coordinating with customer service for status on orders from Manufacturers in ensuring the delivery commitment is met.

Certifications: Six Sigma Green Belt cert no. 090*********** Oct 2020 International Six Sigma Institute™

Scrum Master cert no. 945*********** Nov 2019 International Scrum Institute™

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