Bernadine Branche
NOC Engineer
Lancaster,TX
Summary
Knowledgeable NOC Technician with over 13 years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.
Overview
24
24
years of professional experience
Work History
NOC Engineer
AT&T
Irving, TX
11.2009 - Current
- Triage incoming support tickets, prioritizing requests based on severity and potential operational disruptions.
- Monitor incident alert systems during both normal hours and after-hours periods, alerting appropriate departments and personnel of malfunctions or incidents.
- Provide exemplary helpdesk service and support to assist customers.
- Handle troubleshooting tasks for Local Area Networks, Wide Area Networks and voice systems to reduce network connectivity problems.
- Operate terminals to access various computer and Network systems such as SMARTS, NERS, AOTS, WFA, GRETA, GRANITE, AMS, MLT
- Use computer workstations and systems for surveillance monitoring, analyzing, administering, repairing, maintaining and testing communications and related equipment of NOKIA 7330, 7342 & 7360
Tier 2 Technical Support Specialist
AT&T
Dallas, TX
07.2006 - 11.2009
- Met statistical metrics regarding ticket and contact quality, first call resolution, attendance and productivity.
- Used remote control and assistance tools expertly to support non-local customers.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Service Representative
AT&T
Dallas, TX
04.1999 - 07.2006
- Maintained up-to-date knowledge about AT&T products and services
- Handled customer requests for payments, activations, upgrades and other services
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Bachelor of Science - Business Administration
University of Southern Mississippi
Hattiesburg, MS12.1993
Associate of Applied Science - Culinary Arts
Art Institute of Dallas
Dallas, TX06.2001
Certification - Telecommunications Electronics
Eastfield College
Mesquite, TX05.2009
Skills
- Communication and Team Collaboration
- Verbal and Written Communication
- Attention to Detail
Timeline
NOC Engineer
AT&T
11.2009 - Current
Tier 2 Technical Support Specialist
AT&T
07.2006 - 11.2009
Service Representative
AT&T
04.1999 - 07.2006
Bachelor of Science - Business Administration
University of Southern Mississippi
Associate of Applied Science - Culinary Arts
Art Institute of Dallas
Certification - Telecommunications Electronics
Eastfield College
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