Operations Center Network
Resume:
Joyce L. Kemp
Macungie, Pennsylvania 18062
Cell: 301-***-****
Email: ***********@*****.***
Objective
Experienced technology based Network Operations Center Technician with 10+ years of experience and skill set, seeking a role to become a strategic and creative part in a dynamic work environment. In addition to being a motivated team player, I’m eager to contribute to the organization to work with zeal, discipline, dedication that will afford me the growth across the company’s platform.
Skills & Abilities
- Strong Decision Making skills along with mentoring and motivation
- Ethics & Accountability
- Problem Solving via lines of communication
- Flexibility/Adaptability
- Commitment to the mission of being responsible
- Task Management
- Respectful and active listener
- Prioritization & Follow-Through
- Interpersonal, written, verbal, nonverbal communication skills
- Networking
- Excellent communication skills both written and verbal
Experience
Change Management Coordinator - Astound Broadband - 06/2022 - 07/25
In the CMC Team job functions I work with several teams throughout Astound Broadband, and play a key role in ensuring change initiatives meet the requirements for ensuring the reliability of the Astound Broadband Network while also facilitating the need to drive change to meet our customers’ needs.
As a CMC Analyst, I am responsible for monitoring incoming tickets, coordinating with, and supporting other groups to meet common objectives, analyze maintenance documents to perform risk assessments, and assess the impact of a given change to our customers.
Responsibilities include, but are not limited to:
-Monitor incoming Maintenances and evaluate them
-Identify, analyze, and prepare risk assessments to be reviewed by management.
-Support, and engage with, other teams to ensure standards are met.
-Coordinate efforts with other specialists
-Determine impact and generate a list a affected customers
-Notify customers
-Basic CLI skills
-Basic understanding of Cisco and Juniper syntax
-Flexible and adaptable; able to work in ambiguous situations
-Solid organizations skills and able to handle a large workload
- Strong verbal, written, and interpersonal communication skills
-Critical Thinking Skills
Network Operations Center Technician – Astound Broadband – 06/2005 - 06/2022
Support, monitor and troubleshoot critical network elements which is the vital mission
of our company’s 24x7 Network Operations Center. I’m accountable for entry level
fault and performance management duties, including first level technical support and
triage activities associated with all voice, data and video network elements.
- Support fiber transport facilities along w/building safety, environmental and
security alarms.
- Excellent communication and organizational skills, especially in identifying
technical solutions and achieving the best customer satisfaction for system
services.
- Diagnose system failures and create support tickets for immediate
troubleshooting.
- Assist the system engineers in upgrading the network infrastructure.
- Utilize UNIX commands, diagnose network problems using common tools like
trace-route and pings.
- Proficient in multiple IOS environments including, Cisco, Juniper, Arris, and
Casa.
- Perform maintenance and grooms of T1, E1, and high capacity Ethernet
circuits.
- Configure Cisco IOS and use Cisco IOS show commands for Cisco routers and
switches.
- Large capacity of elements working to resolve network issues in collaboration
with internal field technicians, carrier vendors and IT teams
- Strong knowledge, experience, and understanding of all or some of the
following fields: dark fiber services, IP Subnetting and Layer 2/3 routing,
SONET, and DWDM
- Strong experience working with certain equipment platforms, including Cisco
Optical platforms, Ciena Optical platforms, Infinera, MRV switches, Juniper MX
and EX series, Cisco routers and Switches.
- Strong understanding of EMS and NMS systems to effectively troubleshoot and
navigate.
- Strong ability to work 24x7 in a fast-paced environment and on weekends.
- Track all issues using RT, Service Now ticketing system making sure that actions
have been taken for all pending open tickets
DMS Switch Technician IV – RCN Corporation – 03/13/2000 – 06/05/2005
Performed various daily activities and DMS switch functions:
- Alarms in the switch and on the equipment, billing, imaging and coding
invoices and maintenance. Monitored, tested T1 circuits for new turn-ups
along with outages.
- Assist with Checkpoint card reader system installations.
- Performed on-call duties when the switch is unmanned after hours.
Performed maintenance on internal equipment such as switches, routers, hubs
for internal RCN department personnel.
- Developed and implemented at least one cost saving and one revenue in a
timely, positive and effective manner.
Education
Chestnut Hill College - 2003/2004
- Healthcare Management
Philadelphia Community College – 2002
- Cisco Routing – Non-completion
Francis Marion University – 08/1984 – 05/1985
- Curriculum Studies for Business Administration
Communication
- Built a relationship with internal fostering a cohesive and productive work environment
- Developed and implemented strategic objectives to ensure achievement of goals and a high level of
client satisfaction
Leadership
- Company Achievement for MVP
- Lead in cross-training with other departments to improve work flow and streamline project completion
- Reliable, punctual, dependable
- Established and maintained Daily NOC Reports
- Performed cross training for new hires into the NOC
- Communicated status issues, and risks to cross-functional teams and to Senior Management
- Mentored team members, helping to solve problems and make decisions
Contact this candidate