Experience

Velocity, A Managed Services Company

• United States
• Telecommunications
• 1 - 100 Employee

• Tier 2 Network Operations Center Agent

  • Jul 2020 - Present

  Addressing Tier 1, Senior Agent, and Call Center Escalations, providing direction to resolution or to higher escalation towards Tier 3/Engineering.Accepting Management and Supervisory instruction and escalations, ensuring such escalations are addressed in a timely manner.Following Tier 3/Engineering directives, ensuring such escalations are addressed in a timely manner.Performing configuration changes required to resolve customer trouble tickets.Remotely building new configurations for newly installed or replacement equipment on customer sites, including but not limited to:---Standard Mikrotik Configurations on a per customer basis---Managed Switch configurations---VLAN configuration ---VPN configuration

• Senior Tier 1 Network Operations Center Agent

  • Feb 2019 - Jul 2020

  Addressing Tier 1 escalations, providing direction to resolution or to higher escalation towards Tier 2.Accepting Management and Supervisory instruction and escalations, ensuring such escalations are addressed in a timely manner.Following Tier 2 directives, ensuring such escalations are addressed in a timely manner.Managing the NOC Ticketing Board, ensuring trouble tickets are reviewed and verified on track and assigned to Tier 1 Agents to work.Providing quality technical support to customer and guest callers using the OSI Network Model during troubleshooting.Ensuring Tier 1 Agents are following correct NOC procedure when addressing trouble tickets and providing direction where needed.Training New Hire Agents once initial hiring training has been completed, ensuring new Agents fully understand NOC procedure, policy, and troubleshooting steps.Addressing incoming email chains and creating new tickets or updating preexisting tickets with the provided by the customer, then ensuring the tickets are assigned and addressed in a timely manner.Completing any projects assigned to myself in a timely manner.

• Tier 1 Network Operations Center Agent

  • Aug 2018 - Feb 2019



MetaLINK Technologies

• Tier 2 Helpdesk and Web Development

  • Sep 2015 - Jul 2017

  Assisting Tier 1 with resolving complex customer issues. Monitoring the Wide Area Network: Wireless, LTE, Fiber, Phone.Resolving network outages. Managing the company website and additional customer webhosting. Assisting Tier 1 with resolving complex customer issues. Monitoring the Wide Area Network: Wireless, LTE, Fiber, Phone.Resolving network outages. Managing the company website and additional customer webhosting.



Rent-A-Center

• United States
• Retail
• 700 & Above Employee

• Custumer Account Manager

  • Jul 2014 - Jul 2015

  Maintaining customer accounts. Deliveries and Repossessions. Maintaining customer accounts. Deliveries and Repossessions.