Experience

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  KIT digital, Inc

  • Atlanta, Ga.

  • Service Desk

    • Mar 2012 - Present
    • Atlanta, Ga.

    •Provided troubleshooting and technical support via phone and email by using Remote Desktop•Advised clients of the Service Desk’s Wiki-processes related to company and client service policies•During problem escalations, acted as a liaison between clients and engineering managed service teams•Used Igateway to monitor and isolate outages•Used Blackberry Enterprise Server to add, delete, or edit user profile•Performed password resets, adding or removing group memberships, and created profiles with Microsoft Active Directory•Created, removed, and edited Microsoft Exchange email profiles•Acted as a local and remote liaison to identify, correlate, communicate, and verify customer impact for global managed care team events impacting video, media streaming, and IPTV applications over a multi-platform environment

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  Nagravision

  • Atlanta, Ga.

  • Level 1 QA Manual Tester

    • Jun 2010 - Dec 2010
    • Atlanta, Ga.

    •Certified set-top boxes (STB) integrated with the Nagravision Conditional Access Kernel (CAK) and advanced security requirements to ensure protection of stolen services•Reported and discussed progress/status, archived evidence according to defined policy, communicated effectively with managers and STB engineering teams with Excel•Used tools and existing methodologies to test the Conditional Access Kernel is properly integrated in the set-top box application and driver abstraction layers•Debugged, isolated, and documented test results in appropriate test plans using Excel•Experience with spooling and modulating cable signals (satellite, radio frequency, and cable) from an Asynchronous Serial Interface using ICA modulating and spooling•Experience with MPEG2/4 transport streams broadcasting on DVB and ATSC formats to ensure correct signal requirements ICA modulating and spooling

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  Cox Communications

  • Atlanta, Ga.

  • Level 1 QA Manual Tester

    • Apr 2008 - Dec 2008
    • Atlanta, Ga.

    •Facilitated manual software and radio frequency signal testing on developed applications (Video on Demand and Mosaics, High Definition Television) to ensure 100% quality •Performed and participated in editing on test cases, analysis, defect reviews and management using Test Director•Provided extensive reports for Switched Video Engineering and New Product Development departments•Utilized Software Development Lifecycle and quality assurance concepts to streamline testing•Minimized training on Scientific-Atlanta Head-end (DNCS) and Motorola Head-end (DAC) Administration

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  CTDI

  • Duluth, GA.

  • Quality Assurance Router Support

    • Jun 2007 - Jan 2008
    • Duluth, GA.

    •Performed testing of router/switch ports, flash cards, network cables, and modems to ensure quality of product•Programmed and tested Cisco Internetwork Operating System configurations (Cisco 1800, 2800, 3000 series routers)

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  Warranty Corporations of America

  • Norcross, GA.

  • Technical Support

    • May 2006 - Jan 2007
    • Norcross, GA.

    •Provided technical support based on warranty features such as hardware fixes and software configurations•Provided the highest level of customer service by ensuring efficient and timely responses to claims while maintaining a professional and positive demeanor•Experience with recording current actions and results in ticketing system

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  IBM

  • Atlanta, GA.

  • ThinkPad Mobile Support Analyst

    • Dec 2005 - Apr 2006
    • Atlanta, GA.

    •Issued technical support with expertise in IBM proprietary TVT security software for 100% personal security•Dispatched field technicians to customers with on-site warranties and processed orders for repair centers•Assisted customers with wireless local area network and (LAN) profiles, data recovery, and remote software installs•Familiarity with basic operating system – reading and interpreting logs and processes, configure basic network settings•Experience using trouble ticketing systems to ensure proper documentation•Identify technical issues that cannot be corrected quickly, escalating to Tier 2 engineering teams, communicating and tracking for resolution

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  Sprint Long Distance

  • Atlanta, GA.

  • Customer Service Representative

    • Nov 1998 - Oct 2000
    • Atlanta, GA.

    •Troubleshooted communication issues and recommended service upgrades to tailor customer needs•Managed customer billing accounts and responded promptly to customer issues to prevent callbacks•Explained and sold new products and services that increased company profits by 10%