Technical Support Operations Analyst
Resume:
Kansas City, MO *****
Rhonda D. Pangburn
******.********@*****.***
Employment
Private Contractor, SBM
Self Employed
March 2018 - Current
Computer Tech – Customer residential network connectivity issues, printer install and setup, troubleshoot and repair printer connectivity issues.
Pet Care Giver providing walks, sittings and boardings for clients throughout North Kansas City. Extensively background checked to enter and reside with client’s pets while away from home for days at a time. Also provide boardings in my home hosting one family at a time. This service has awarded me numerous 5-star ratings and repeat customers.
Advanced Technical Support
Sprint
March 2009 – February 2010
Technical support on an advanced level to resolve issues with cell phones and air cards in a timely manner. Knowledge of various operating systems used with cellular devices as well as air cards and connection managers. Access Citrix based Provided applications, DS2, Logmein Rescue, E-ticket and many more tools to resolve voice and data issues whether related to individual devices or network trouble.
Network Operations Technician
TekSystems
July 2008 – February 2009
Contract employment with Embarq/CenturyLink doing remote testing in Nortel DMS100, DMS10 and Lucent 5ESS switches. Emphasis on clearing and routing of complex business reports, including feature issues, calling problems and testing of general line continuity issues in a timely manner. Other duties include maintaining accurate records of work performed and correct routing of trouble reports. Working directly with customer to resolve issues and properly coordinating with internal workforce.
Operations Analyst
TekSystems
March 2008-June 2008
Contract employment with Embarq/CenturyLink monitoring switches and alarms for various types of equipment. Worked trouble tickets and created dispatches as needed. Communicated with customers and technicians to assist with trouble resolution.
Network Center Technician SWBT, SBC, AT&T
SWBT, SBC, AT&T
June 1998 – October 2007
Utilized Mechanized Translations Systems (MTS) to input translations logs into Nortel switch types. Construct and input recent change messages directly into the switch when required. Coordinate with various work groups and external customers in the resolution of translation related trouble reports. Worked trouble tickets, analyzing, and finding resolution. Opened and performed necessary troubleshooting of NPA/NXX’s and E911 in Nortel switches, trunk build and turn ups, Built PRI’s, DID’s Smart trunks, Supertrunks, T1’s, Plexars, ACD’s, Open and troubleshoot CIC codes, NMA tickets, performed switch cleanup to correct translations on codes and CICS being routed incorrectly, monitored alarms for Adtrans, Alcatel and SONET.
Education
Kansas City, MO
Metropolitan Community College
June 2017
IT Fundamentals with CompTIA certification
Computer Hardware Maintenance and Troubleshooting
Computer Concepts and Applications
Database Design and Management Oracle
Microsoft Operating System Concepts
Microsoft Getting Started with Azure for Education
Tulsa, Oklahoma
Tulsa Technology Center
August 1996 - May 1998
Microcomputer Repair, Support and Networking
Electronics Assembler
General Electronics Technician
Received the VEEC award recognition by the House of Representatives, State of Oklahoma
Outstanding Student Achievement State Level
Golden Rule Award nominee recognition by The White House – President Bill Clinton
Recognition of Leadership
Outstanding Achievement for Non-Traditional Career
Additional Experience and Awards
Junior Achievement Board of Directors Appreciation Certificate
Excellence in Pioneering Award while serving as Education Coordinator for SBC Communications, Inc. Telephone Pioneers
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