Customer Service Network Operations

Juan Francisco Riofrio

********@*******.***

• https://www.linkedin.com/in/juan-riofrio-2698729

Ashburn, VA • 571-***-****

NOC Manager

Seasoned and growth-focused professional harnessing 15+ years of hands-on experience as a NOC Supervisor. Proven success in enriching organization’s network infrastructure while providing exceptional customer service boosting organizational efficiency.

Leverage excellent technical skills to troubleshoot and analyze issues by developing effective solutions. Motivational leader adept at mentoring and building top performing teams. Proficient in handling escalations and outages while complying to company policies and standards, drafting accurate reports and feedback.

Areas of Expertise

•Network Operations

•Customer Service

•Research and Analysis

•Cross-Functional Collaboration

•Data-Base and Software Application

•Prioritization and Resolution

•Training and Leadership

•Escalation Processes

•Network Surveillance

Computer Skills

Normal range of PC office software, including knowledge in Symposium & Meridian ACD systems, Lan-2-Lan, NORTEL Passport, and CMTS devices (UBR7200 series and 10K), Windows NT, Windows 95, 98, 2000, and XP & 10 Operation systems. Experience with MS Office products.

Basic troubleshooting skills involved in customer Cisco routers (3550, 6509, 4948, 12008, 12010, 12016, CRS) and Motorola Cable Routers (BSR’s –64000 and MCR’s), Cisco BTS 10200 and Nokia Siemens Network HiQ switches.

Knowledge in Salesforce, BMC Remedy, JIRA software, and ServiceNow ticketing systems to provide support with Incidents that require Incident Management bridges/escalations to alleviate customer impact and reduce impact to customers. Escalate to support teams via Pager Duty tool and Data Dog and SumoLogic tools to triage/troubleshoot customer issues.

Career Experience

Network Operations Center Lead - EV Charging, Siemens eMobility, Remote Apr’23 – Jul’24

Perform and manage a NOC Tier 1 & 2 Support Team for the Siemens AC Versicharge EV chargers in North America region. Helped triage and troubleshoot customer cases via Salesforce ticketing system and analyzed logs, checking warranty and approving RMA replacement when cases met the entrance criteria. Improve process documentation when needed based on updated firmware releases or improved App’s associated with the commissioning of the AC chargers. Escalated cases to Engineering when needed and ensured chargers were associated with paid subscriptions based on customer needs. Ensured KPI Reporting was accurate based on percentage of online chargers versus offline chargers. Perform process improvements via Salesforce to minimize workload for Support team members to improve productivity.

NOC Supervisor, Kajeet Inc.- Network Operations Center, McLean, VA 2017 – 2022

Perform in-depth platform research and analysis by collaborating cross-functionally with Kajeet teams, clients, and carriers to pinpoint source of problem and take appropriate corrective action using monitoring tools like AWS CloudWatch, AppDynamics, Sumologic, Data Dog, and Thousand Eyes Tools. Offer customer service and issue-resolution for Kajeet systems of billing and carrier/network provisioning, as well as other e-Commerce platforms, fulfilment, client/end user facing web portals, and third-party integration for credit card charging affecting smooth operation of platforms. Resolve issues for escalated clients and appropriately handle escalation processes by entering precise data into trouble ticketing system to record diagnostic results and various product correlation, providing feedback for knowledge database. Revise the JIRA Confluence page documentation.

●Empowered NOC Engineers with valuable technical direction and instruction.

●Helmed service management and problem management operations to carry out investigations, documentations, and reporting for persistent issues that have a negative impact on clients.

●Communicated effectively with clients and teams to identify and manage priorities.

NOC Supervisor, Time Warner Cable- Technical Operations/ Engineering, Herndon, VA 2012 – 2017

Promoted through positions of increasing scope and responsibility by showcasing excellent aptitude.

Ascertained that GNOC is effective and centered on necessary functions as well as Standing KPI Objectives: MTTR, MTTN, MTTA, and MTTD. Observed regular meetings with supervisors to discuss floor management while making sure to integrate tech performance. Controlled daily Global Network Operation Center (GNOC) operations by directing and evaluating the performance of Operators and Analysts to assure standards are regularly met for team, department, and business. Balanced workloads evenly of Operators and Analysts including Netcool alerts, remedy tickets, emails, instant messages, phone calls, etc. Applied pre-established metrics to connect, isolate, and pinpoint network impairments across different geographic areas. Created customer reports and major incident reports for outages. Complied to GNOC standards and policies accurately.

●Supported GNOC Managers with the recruitment, training, and employment of candidates for roles of GNOC Analyst and Operator; worked with hired staff to provide coaching and mentoring.

●Developed a process for new hires to reduce the onboarding by half (50%).

Senior NOC Analyst, Time Warner Cable- Technical Operations / Engineering, Herndon, VA 2007 – 2012

Serviced GNOC Operators a technical point of escalation for addressing problems, incidents, and outages. Coached them on technical aspects of job performance and responsibilities. Organized workshops so that all staff members are knowledgeable about every facet of all operational procedures. Aided in the formulation and documentation of training policies and processes. Enabled network monitoring for Time Warner Cable by implementing appropriate GNOC Network and Systems Management Tools. Investigated, assessed, monitored, and handled network issues while escalating to higher levels in agreement with NOC rules, and offer the best fixes. Assisted in facilitating and orchestrating communications within the TWC GNOC, internal Time Warner Cable departments, as well as outside vendors and ISP partners. Oversee third party CLEC partner interactions in troubleshooting/resolving voice issue.

●Held accountability for delivering national Regional Data Centers and Time Warner Cable divisions with high-level network and systems operations support.

●Experienced in Cisco BTS VOIP switch technology and Siemens HiQ VOIP switch as well as VOIP "soft" switch technology in general.

Additional Experience

NOC Operator, Time Warner Cable- Technical Operations/Engineering, Herndon, VA

Business Analyst, Equant Telecommunications, Herndon, VA

Education

Bachelor of Science in Economics,

George Mason University, Fairfax, VA

Languages

Spanish and English- Native

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