TelePacific CommunicationsSupervisor, NOC
Mar. 2010 - Jul. 2012Responsibilities include being able to multi-task, experience working in a NOC or similar center, handling first level escalations, and the ability to distribute trouble tickets, and ensuring that tickets are handled promptly and efficiently. Ability to troubleshoot problems called in by customers on PRIs, trunks, lines, and data. Ability to work with customers and vendors in a demanding and fast-pace environment. Troubleshooting skills include TCP/IP, DNS and Different Routing Protocols. Ability to identify and isolate issue with customers WAN/LAN environment. In some cases suggest a solution to resolve issue. Will be required to know and understand the TPAC credit process via the SLA (service level agreement)forms on the LAN and stay current with any type of network outage that may affect the calculations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Possible off-shift assignments for special projects and/or special customer requests.
• Must be available to work over-time and handle On Call duties • Resolve trouble tickets within 5ESS on customer and Network problems, or refer to appropriate department when trouble is determined to be outside of Switch.
• Assist with Switch line and trunk translations. • Ensure timely accounting and completion of all assigned workload.
• Utilize problem-solving techniques and develop proper escalation procedures.
• Act as first level escalation point.
• Provide leadership and direction to direct reports who are responsible for repair activity.
• Review all planned service-affecting activities to assure that service outages are held to an absolute minimum.
• Through leadership, develop an atmosphere where employees are recognized and held accountable.
• Build a teamwork environment, promote personal excellence, and ensure all technicians have a good understanding of their roles and responsibilities.