Operations Center Tech Support

Morris O. Boyd

Atlanta, Ga 404-***-****/ ************@*****.***

OBJECTIVE:

Results oriented, accomplished industry innovator with more than 18 years of Government Telecom Operations Center. Seeking a role in telecom networking or tech support, further enhancing center procedures and building client relationships.

EXPERIENCE

April 2017 – December 2024 General Dynamics Atlanta, GA

Telecom Sr. Analyst

Analyzed and Cleared Minor, Major Alarms - log Critical Alarms and Contact SDP engineers with information - report INI Alarms other than Midnight routine alarms to on-call SDP engineer.

Reviewed Analyzed, and reassigned trouble tickets as necessary.

Updated on average 80 tickets per day contacting customer by phone or email.

Triaged all new CAPRS/REMEDY tickets and closed tickets if possible or escalated.

Maintained log of newly cut sites - site codes, location codes, and other pertinent information - log is used by the VNOC during outages to identify sites affected by the outage.

Created various activity reports on the phone system as required by SSA - reports include Morning Report documenting activities of the past 24 hours and for future weekly activities as well as outstanding problem ticket report.

Updated all outstanding MAC tickets over two weeks old - send updated to users.

Opened and monitored the NGS emergency maintenance bridge, maintain timeline for all catastrophic events that affect the phone system - updated ticket information on all Catastrophic and SEV 1 tickets per contract requirements.

Assisted with the development and administration of programs, procedures, and guidelines to help the VNOC improve problem resolution and resolve NetIQ monitoring issues.

Participated in shift hand-off updates at the beginning/end of shift to update critical events of the previous 8 hours.

August 2016 – April 2017 AT&T Durham, NC

Teleconference Resolutions Specialist

Conducted Remote support for internal and external customers in an Auto-Call Distribution environment.

Collaborated with tier-2 group on solving customer teleconferencing issues.

Strong interpersonal and excellent communication skills both written and verbal.

Improved personal response time per customer by 60% by implementing an escalation process to filter commonly asked questions and software glitches.

Retained detailed product knowledge of AT&T connect, Web Ex,Skype For Business.

2003- 2015 VERIZON Alpharetta, Ga/ Cary, NC

NOC Engineer

Recognized as having “good decision-making skills” and the ability to work in a fast-paced 24-7 environment.

Successfully utilized DTI protocol to analyze, diagnose, and restore customer systems, including customer communication regarding support of outage.

Served as Tier 2 technical support within the Government Network Solutions Service for all legacy Nor-Tel TDM & VoIP products performing remote monitoring and testing of Data Circuits from DS0 to T1.

Provide remote voice technical support to the field technicians both in and out of franchise.

EDUCATION

NORTHEASTERN UNIVERSITY

Boston, MA.

Certification in Telecommunications Systems Technology

Courses taken include Telecommunication I, II, III, Switching and

Introduction LAN and LAN Labs.

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