Summary
Overview
Work History
Education
Skills
Work Availability
Quote
REFERENCES
Timeline
AccountManager

Cathy Moya

Retired/Network Center Tech
Austin,TX

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

26
26
years of professional experience

Work History

Network Center Technician

AT&T
Austin, TX
04.2004 - 09.2022
  • Maintained thorough understanding of local area and wide area networking and components.
  • Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
  • Identified and immediately work with outside techs or central office techs to resolve issues with network devices or company equipment (cable pairs in field or cards in central office).
  • Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
  • Worked with outside vendors for circuit installations and service restorals.
  • Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes.
  • Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
  • Resolved customers' reported issues to satisfaction as quickly as possible while keeping customers updated.
  • Made recommendations to network administrator for upgrades and changes when it appeared they were over-utilizing their circuits and incrementing errors.
  • Worked on an ACD call tree. My calls answered almost always exceeded expectations while my availability always met expectations. My tickets touched and their quality also meet and exceeded expectations.
  • Due to COVID, I was allowed to work from home with little supervision. I maintained my work ethic as well as my job performance. I kept in touch with my supervisors and peers via Teams and Messenger.

Facility Specialist

AT&T
Austin, Texas
09.1999 - 04.2004
  • Answered ACD calls from outside techs needing new cable pair assignments due to defects.
  • Maintained the records for phone lines and cable connections

Line Translation Specialist

AT&T
Austin, TX
02.1997 - 09.1999
  • Implemented software side of customer's order for landline telephone service with various features (ex. call waiting, 3-way calling)
  • Coordinated and performed testing with central office to verify dial tone was established correctly.
  • Implemented software side of customer's order for higher level phone service such as direct inward dial systems, direct outward dial systems, and 2-way traffic systems.
  • Worked flexible hours, night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Passionate about learning and committed to continual improvement.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Paid attention to detail while completing assignments.
  • Translated lines into 1A, 5E, DMS, or Ericsson switches
  • Worked alone on Saturdays

Education

Secretarial Certificate - Secretarial Studies And Office Administration

ITT Technical Institute - Austin
Austin, TX
09.1989

High School Diploma -

Stockdale High School
Stockdale, TX
05.1988

Skills

  • Customer Satisfaction
  • Timely Project Completion
  • Facility Support
  • Recordkeeping Accuracy
  • Client Correspondence
  • Investigating Problems
  • Customer Inquiries
  • Testing Devices
  • Status Updates
  • Inquiry Requests
  • Virtual Local Area Networks
  • Network Troubleshooting
  • Telephone Technical Support
  • Ticket Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Quote

Experience is a hard teacher because she gives the test first, the lesson after.
Vernon Law

REFERENCES

Kyle Olson

AT&T Customer Service Executive

(former manager)

ko1594@att.com

737-230-8164

Kia Goethel

(former AT&T manager)

kiagsteve@aol.com

951-640-8828

Timeline

Network Center Technician

AT&T
04.2004 - 09.2022

Facility Specialist

AT&T
09.1999 - 04.2004

Line Translation Specialist

AT&T
02.1997 - 09.1999

Secretarial Certificate - Secretarial Studies And Office Administration

ITT Technical Institute - Austin

High School Diploma -

Stockdale High School

Similar Profiles

CREATE PROFILE
Cathy MoyaRetired/Network Center Tech