Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CHEVELLE LOCKLEY

Lynchburg,VA

Summary

Dynamic and adaptable Technical Support Representative with a proven ability to deliver clear, actionable guidance to clients. Expertise in enhancing customer interactions and driving engineering initiatives for supported products, ensuring a positive experience at every touch point. Committed to fostering strong relationships through effective communication and problem-solving skills, contributing to overall customer satisfaction and product success. Recognized for a proactive approach in addressing client needs and streamlining support processes.

Overview

19
19
years of professional experience
1
1
Certification

Work History

IT Service Desk Technician

Centra Health
03.2013 - Current
  • IT Service Desk Technician is responsible for providing level 1 support for all IT systems and users within the organization. Provide initial triage, acknowledging, categorizing, prioritizing and documenting service and support requests that are reported to the IT Service Desk, with the goal of first contact resolution while providing excellent customer service. Provide technical advice, guidance and informal training to customers that use hardware and software programs, troubleshooting and restoring routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Responsible for contributing to a knowledge base for documented processes, routine tasks, and incident resolutions while working in a team setting, sharing information, and assisting others with calls

Dispatcher

Greater Lynchburg Transit Co
12.2011 - Current
  • Provide public transportation and paratransit dispatching and routing services to seniors, disabled individuals certified under the Americans with Disabilities Act (ADA) and the general public; dispatch fixed-route and paratransit vehicles as appropriate. Create, maintain and monitor computerized daily manifests/schedules for dispatching and routing transit services; modify and update schedules to improve services. Monitor computer and two-way radio for information regarding scheduling issues and field situations; notify field supervisor of situations requiring attention. Receive, screen, maintain and update Dial-A-Ride applications for mobility-impaired public transportation services. Perform a wide variety of clerical duties including answering a multi-line phone, receiving and sorting mail, and data entry and typing duties; maintain accurate records, logs and files on transportation and paratransit services; create monthly reports. Respond to the activation of the City’s emergency operation center by assisting in the coordination of transportation for emergency personnel, resources, equipment and supplies as needed. Perform related duties as required.

Network Control Tech I

Sprint/Nextel
10.2007 - 05.2009
  • Provided 24 hour surveillance for the wireless network elements with real time alarms in the Network OperationCenter. Escalated cell site outages to management level and on-call field techs. Tested circuits T1, DS3, T2 and OC 12 that were down or impaired. Opened and closed tickets for power, HVAC, and tower light problems. Maintained and Updated disaster recovery tools during major storms.

Network Control Tech II

Princeton Information (Sprint/Nextel Comm)
04.2006 - 10.2007
  • Provided procedural gaps that were counter-productive within the department. Provided network status upon request by maintaining preliminary daily reports (PDR). Facilitated all special event communications such as Super Bowl, NASCAR, Final Four or disaster recoveries. Assisted monitoring technicians in diagnosing troubles in the network. Filed reports with the FCC when outages meet critical criteria. Generated daily reports detailing all abnormal network activity within 24 hour period. Sent notifications regarding all abnormal network activities. Rerouted all customer and technicians incoming phone call that come into the Service Desk.

Education

A.A. - Computer Information Systems

Strayer College
Washington, DC

Skills

  • Hardware: Sun SPARCStation, Sun NETRA, Dot-Hill Raids, Sun Ultras, Auspex Drives, DEC Digital Drives, IBM Mini-Computers, DELL Precision 420 CPU Towers, Server switch boxes, SPARC server 670, SPARC Center 200E, Sun XL Tape Drive, Cisco routers 400-7500, Bay Network Hubs, SynOptics Communicator, US Robotics modems, LTX-T twisted pair transceiver, Workgroup stacks, CDDI/FDDI, 10-Base Hub concentrators GVC Ethernet, VAX6400 servers, Micron CPU towers, APC battery, Giga Trend Tape Drives, Digital Celebris GL 5100 routers, Digital Prioris HX 590 Servers, and others
  • Software: Norton Utilities, Netcool, MS Office , Citrix MetaFrame, CHCS, Lotus Notes, MS Excel, Remedy, Lotus 1,2,3, ON-Time, MS Access, Peoplesoft, Twin, OrgPlus, Power Point, Sendmail, Veritas Volume Manager, Solstice Disksuite, Legato Networker, HP Openview, vital suites, netsaint, clarify, routematch, Remote SCCI software, Mitel, Oracle, SMAX and others
  • Protocols: TCP/IP, IPX/SPX, ISDN, PPP, OSPF, RIP, NFS, NIS, DNS, HTTP, FTP, SMTP, DHCP, SMB, LDAP, SNMP, POP, IMAP
  • Operating Systems: Windows 10 and 11, UNIX (Solaris, Digital, BSDi, AIX), NT, NetWare, Cisco IOS, DOS, VMS, Novell, and others

Certification

  • 2001 Star Performer Award from Worldcom
  • 1999 Star Performer Award from UUNET/Worldcom
  • 2018 HDI Customer Support Analyst Certificate

Timeline

IT Service Desk Technician

Centra Health
03.2013 - Current

Dispatcher

Greater Lynchburg Transit Co
12.2011 - Current

Network Control Tech I

Sprint/Nextel
10.2007 - 05.2009

Network Control Tech II

Princeton Information (Sprint/Nextel Comm)
04.2006 - 10.2007

A.A. - Computer Information Systems

Strayer College

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CHEVELLE LOCKLEY