Call Center Operations Technician

Tina Marie Guion

***** *. ********** **. ******, CO 80012 720-***-****) adxoy6@r.postjobfree.com

Objective:

I have mastered strong interpersonal skills in a diverse environment in the Technical and Telecommunication organizations. I am looking to work in a team-oriented environment that will permit me to continue to expand and utilize my skills. I have advanced in managing a call center environment, I am a growth-oriented, and a team player that is always ready for new challenges and adept to training and management.

Technical Skills:

Relational Database Management Applications/Systems: Citrix (ICA Web/Client & Met frame), Microsoft Office 2003/2010

Ancillary Skills: HP Open View, VM Ware (Virtualization Software), SMS Remote Access Services Outlook/Exchange, Telecommunication Proprietary Software (Centurylink/Qwest), Ticket Management Systems (BMC Remedy), Service Now (SNOW), Administrative Services

Hardware: CD Rom, Hard Drives, Memory Modules, ZIP, Printers

Operating Systems: Windows (95, 98, 2000, 2003, 2010, Vista, XP, Windows 7 & 8)

Education:

New Horizons Computer Learning Center February 2007

A+ and Networking + Studies

George Washington High School May 1982

General Studies

Experience:

Cyxtera Technologies May 2016 – Current

Incident manager

Responsible for coordinating conference calls with facility and data center operations engineers to resolve various facilities incidents. Create Root Cause Analysis reports to distribute to clients pertaining to event outages. Generate customer facing notifications. Built documentation for the team to create set standards and consistency.

Centurylink Communications Feb 2009 – May 2016

Operations Technical Lead

Provided support to Centurylink internal and external hosting customers and engineers with initial triage of data center equipment. Sales force and SharePoint knowledge database. Implemented the ITIL process and procedures training certification for new hires and current employees.

QWEST /Hewlett Packard March 2006 – Feb 2009

Operations Technician

Provided first line of support for operational problems to internal and hosting external clients while utilizing proprietary applications for diagnostic analysis. Responsible for writing technical documentation in SharePoint and Sales force. Provided reports and spreadsheets for clients monthly with attached incident change management events and monthly performance.

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