Charlsee Bailey
Equifax
Louisville,KY
8
years of professional experience
Network Operation Center (NOC) Incident Analyst monitoring network issues, triaging 25+ support requests per shift, and troubleshooting infrastructure performance to keep operations stable. Uses ServiceNow and Jira to organize escalations, track fixes, and keep stakeholders informed. Works across network infrastructure, user support, and cross-functional problem solving to restore service quickly.
Work History
Network Operation Center (NOC) Incident Analyst
4 Years 6 Months- Handle [number] incident tickets weekly to prioritize support requests and direct the most urgent issues first.
- Troubleshoot network infrastructure and performance problems to develop practical fixes that support daily operations.
- Confer with staff, users, and management to clarify system requirements for new configurations or modifications.
- Document recurring issues and follow through on escalations to support faster resolution and stronger service continuity.
Technical Support Representative
2 Years 1 Month- Handled 40 incoming technical tickets daily as first point of contact for service calls and emails.
- Applied advanced product knowledge to resolve customer issues across phone hardware, software, and service access.
- Managed ServiceNow incident records and escalated recurring issues to support timely resolution.
- Used Jira to track ticket triage and coordinate follow-up with customers and internal support teams.
Claims Representative
1 Year 7 Months- Verified policyholder details and requested additional information to resolve missing claim items.
- Reviewed documentation and account records to build a complete claim file.
- Assisted new policyholders with claim processing and explained required next steps.
Education
High School Diploma
Skills
Python
Linux
ServiceNow
Jira
Service desk
Security+
Incident management
Problem escalation
Root cause analysis
Network monitoring
Infrastructure troubleshooting
Ticket triage
Education and Training
other,other
Timeline
Network Operation Center (NOC) Incident Analyst
Equifax
04.2022 - CurrentRead More
Technical Support Representative
Equifax
03.2020 - 04.2022Read More
Claims Representative
PetFirst
08.2018 - 03.2020Read More
The woodlands high school
High School Diploma
Read More