Experience

Phonoscope Fiber®

• United States

• Network Operations Center Operator

  • May 2022 - Present

  ● Activated, serviced and supported residential and commercial customer base.● Resolved call escalations ensuring all conflicts were settled with the highest quality rating. ● Monitored network via SNMPc & SolarWinds software applications to investigate outage alerts.● Followed protocols for service outage verification prior to next tier escalation, logged and tracked all events.● Performed in-call troubleshooting to resolve subscriber picture quality and connection issues via CMD prompt.● Managed field technician work orders from initiation to closeout, including dispatch, scheduling, and equipment installation and removal tracking.● Made courtesy past due calls, processed payments, and reconciled billing discrepancies.● Trained new representatives on use of required billing, troubleshooting and ticketing database Show less

• Senior Operator Analyst

  • May 2013 - Present

• Senior Operator/Analyst

  • Apr 2013 - Oct 2023