Wfh: Answerng Service, Data Entry, Dispatcher
Resume:
Teresa Lease
Romney, WV **757
Professional Summary:
AboveNet - Dec 2008-May 2010
7x24 hour function to perform the day-to-day operational tasks associated with alarm surveillance, trouble ticket handling and customer contact. This includes fault handling/escalation and basic troubleshooting of facilities operated by AboveNet.
Perform surveillance and triage of alarm events;
Manage trouble ticket queues;
Administer Change Management Activity Calls (Splice Open/Close, Dispatch of Field Engineers to Troubleshoot equipment.);
Assist Surveillance Engineers when requested;
Be a focal point for internal and external entities during maintenance, repair and installation of AboveNet facilities and sub-systems e.g. UPS, Air-conditioning systems etc.;
Time Warner Communications: May-2007 –Nov 2008
Surveillance of Time Warner Cable Backhaul Cell Tower Network using all applicable NOC Network Management Tools.
Performs initial troubleshooting, problem analysis and isolation of network events in accordance with Time Warner Cable escalation guidelines.
Performs tracking and management of network events to resolution in accordance with standard Time Warner Cable Event Management Procedures.
Tracks and supports Network Change Control schedules and activities.
Supports and executes Network Change Control functions for Time Warner Cable and Regional Operations Groups under the direction of a NOC Team Leader.
Performs administrative tasks for NOC Network Management Tools, contact, escalation and mailing lists and other documentation or systems under the direction of NOC Team Leader.
Provides input and feedback for the use and optimization of NOC Network Management Applications/Tools as well as NOC processes and procedures. Produces, maintains and updates written procedures
Nextel Communications Oct-2000-July 2006
Tech Support Engineer II
April 2006-ASA GROUP- Responsibilities included troubleshooting Telco T1 circuit related outages affecting single and multiple subscribers, testing T-1’s via Net-Analyst and REACT, as well as managing multiple projects involved in the analysis and engineering for network systems, new data services and devices. Identified network outages and Telco circuit outages. Assisted NTAC, WNMC, Enterprise care, NTS and vendors in the resolution of customer related Telco circuit issues. Provided3rd Tier trouble ticket support for problems related to Telco circuit issues. I have the ability to multitask in a dynamic environment. Analyzed reports and developed trends while troubleshooting issues. Developed process and procedures using analytical skills. Communicated effectively to address the needs of all levels of internal and external customers. Worked in a 24/7 environment on any given shift.
November 2005-Front Line Engineering…Provide tier II technical assistance for iDEN wireless voice switches in support of Field Operations, the Network Management Center (NMC), and other Network Operations organizations. Ensure the NMC receives appropriate element & system messages, and has Method and Procedures (M&Ps) in place to properly react to network failures. Analyze alarm and call failure messages from network elements and recommend fix actions. Develop and implement Methods of Procedures (MOPs) and process improvements to increase network availability and reduce mean-time-to-restore (MTTR). Identifies, troubleshoots, and resolves component problems involving a single technology. Assists in defining operational maintenance procedures; and ensuring that operational requirements are met for new network management and support systems. Ensures all identified problems are addressed in a timely manner.
October 2004 to November 2005- FNE GROUP- Major Responsibilities were to remote administer and maintain and monitor the following
Network Element: BSC’s, . Assist and or coordinate troubleshooting for
this element. Provide level 1 technical support. Follow up with MSO Technicians on related issues
which included keeping accurate records of detailed information in the Clarify ticketing system.
Inter-act with MSO managers, MSO technicians and with 2nd Level Nextel tech’s and Motorola technicians.
October 2000 to October 2004 – Attended Alcatel 1677SL training in Plano,Texas, Testing of T1’s Via Net-analyst
Monitored all EBTS sites off of 9 markets out of the Northeast and Midwest Region which includes the
responsibility for the monitoring of troubles, sectionalization of troubles and fault management activities of
the Layer EBTS network elements. Responsibility for using the processes and notifying management of any
Difficulties encountered. Responsibility for monitoring the effectiveness of the processes and advising
Senior Management of any changes that are required.
PEC Solutions Sept 2000-Dec 2000
Lead Network Operations Technician
Supervised 1-2 personnel, trained new operators on techniques of troubleshooting, distribute tickets and
follow-up with troubleshooting and resolving Network problems. Interact with Sub-contractor (Sprint)
technicians and their ticket systems on dispatches to Customer’s sites. Interface with Telco companies
to resolve outages. Monitor and troubleshoot X.25 and Frame Relay equipment for stability and research
Diagnosis of outages via TDT2 diagnostics systems. Also assist Veteran Affairs users with PC setup
and dialing into their network via TCPIP Access. Held a position on the TQM Scheduling Team.
Bell Atlantic Internet Solutions May 2000- Aug 2000
Customer Service Rep
Currently call ADSL customers to advise that there service is available. Also contact different departments
if other problems arise. Such as, they have not received their equipment, their service has not been
connected, and to make sure they have installed/registered. The following are called: Tech Support,
Customer Care, Logistics.
Network Access Solutions Jan 2000-Feb 2000
Network Activations
Job consisted of first level of installation when activating a new SDSL and IDSL circuit. testing each
individual circuit with Bell Atlantic Technician to verify that circuit is good, before sending to
next level of Activations.Technician would telnet into a turnstone at the local Central Office of
each circuit and run a test pattern, then update results into ticketing system/Remedy.
SAIC Jan 1994-Dec 1999
Lead Help Desk Support Technician
Supervised 3-4 personnel, trained new operators on techniques of troubleshooting, distribute tickets and
follow-up with troubleshooting and resolving Network problems. Interact with Sub-contractor (Sprint)
technicians and their ticket systems on dispatches to Customer’s sites. Interface with Telco companies
to resolve outages. Monitor and troubleshoot X.25 and Frame Relay equipment for stability and research
Diagnosis of outages via TDT2 diagnostics systems. Also assist Veteran Affairs users with PC setup
and dialing into their network via TCPIP access. Held a position on the TQM Scheduling Team.
Training:
Aug30- Sept 3, 1999- Fundamentals of Unix System/HP Facility in Rockville, Maryland
Dec12, 2000 Clarify Training/Herndon, Va
June 18-22,2001 IDEN Systems Training, Reston,Va
Sept 17-21,2001 Motorola BSC Training, Schaumburg, Il.
Oct 5-7, 2004 Alcatel 1677SL DACS Training, Plano, Tx
Jun 30- Jul-1, 2005 Motorola's iBSC Operations & Maintenance Course
Oct 30-Nov 4, 2005, Motorola's InterConnect Operations & Maintenance Course
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