Callista Johnson
Haw-River,NC
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Incident Manager/Engineering position. Ready to help team achieve company goals.
Overview
23
23
years of professional experience
Work History
Senior Associate Engineer/Incident Manager
Verizon Business
04.2021 - 03.2023
- In this role with Verizon, I supported State/Local/ Federal Government Customers
- Creating trouble tickets responsible for defining, monitoring, reporting, investigating, and resolving Incidents/Tickets
- Also coordinate the activities of various teams, pushing escalations and status with Vendors, Repair Teams, Lec's/Telco's, Management and Account Team
- Currently have 4 Public Sector Suitability for the Federal Government
Network Engineer
Verizon Business
06.2000 - 04.2021
- In this role with Verizon, I worked in 24/7 NOC
- That supported and managed customers from a single Network up to multiple Networks
- I used my problem-solving skills to troubleshoot and resolve various customer-impacting issues such as voice and data, that span multiple networks and elements
- My job consists of troubleshooting customers' Outages from triage to restoration
- My duties may include testing Data Circuits, Investigating circuit path and testing circuit from Verizon Network to Customer Premises
- Handed ticket over to Local Lec's if outage is pointed to Lec Network
- Also, if trouble has been isolated to the customer site, will test thru customer equipment to determine fault if equipment needs to be replaced or dispatch is needed to clear circuit at customer premises
- Multiple layer support which includes proactive monitoring for Global Networks Managed by Advanced WAN Operations
- Fault Isolation ranging from Layer 1 to IP routing of WAN networks using technologies such as Frame
- Relay, Private IP, DSL, etc
- Provided 1st level support of Cisco 871/7000 series routers, changing configurations, hardware as needed and isolating issues on multiple layers
- Job entails thorough knowledge of multiple WAN protocols, such as TCP/IP, BGP, MPLS etc, and various protocols of the OSI model as well as an understanding of customer network equipment
- Responsible for 1st level network management support on multiple Verizon Data and IP Networks
- Skilled using network performance monitoring and test equipment to identify and correct problems on the Verizon network
- Effective interaction with Customer Service Centers, Network Management Centers, Verizon
- Operations, marketing representatives and customers to facilitate rapid isolation and repair of data service
- Successful inter-team communicator of technical information and status to Verizon Management,
- Customer Service Centers, and Technical Support Organizations meeting time objectives and leading teams to collaborate
- Manage a mixture of inbound and outbound call activities
- Effectively communicate on a daily basis with Commercial/Federal Customers and Verizon Branch Managers and Technicians
- Coordinate orders completion with vendors, customers and technicians
- Generate reports, assist in Employee Training and other administrative duties assigned as needed
- Effectively monitored the escalation monitor to avoid major work orders from escalating to the Vice President level.
- Managed, tracked and coordinated problem resolution and escalation processes.
- Troubleshot complex multi-vendor network service provider issues.
- Provided network support services for devices such as hubs, bridges, routers and other hardware.
- Monitored network capacity and performance to diagnose and resolve complex network problems.
- Performed troubleshooting for Juniper, Cisco and packet analysis.
- Collaborated with vendors to select and install [Product or Service] to optimize network performance and uptime.
- Liaised with cabling infrastructure vendors and domestic and international ISPs.
- Escalated emergency technical issues beyond scope to maintain optimum up-time.
Education
Bachelor of Science - Computer Information Systems
Shaw University
Raleigh, NC06.1987
Skills
- Client Requirements
- Mission Critical Applications
- Team Member Development
- Data-Driven Testing
- Commercial/Federal Projects
- Incident Management
- Team Support
- Open Source Tracking Tools ( ETMS, Remedy and Caprs)
- Failure Analysis
- Status Updates
- Customer Needs Assessments
- Site Surveys
- Testing Applications (Ethernet and PIP Circuits)
Timeline
Senior Associate Engineer/Incident Manager
Verizon Business
04.2021 - 03.2023
Network Engineer
Verizon Business
06.2000 - 04.2021
Bachelor of Science - Computer Information Systems
Shaw University