Dotti Kearney

• Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.

• Elevation and escalation manager in times of critical or outage situations

• Intermittent extended hours support provided as Standby CSM or managing outage or severe case resources and activity

• Developed and maintained Site Specific Instructions (SSI) documents and Service Delivery Instructions (SDI) in Salesforce case management tool

• Partnered with critical customers’ IT service management teams to ensure that all essential members of the HPE service delivery team were fully knowledgeable about the customers’ IT services and business objectives

• Single point of contact for Customer Solution Center (CSC) service delivery issues for the customer, account team, as well as technical support engineers

• 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.
• Provided complete end-to-end engineering and installation of route-based IP network solutions.
• Worked on complex networking problems where analysis of situations or data requires an in-depth evaluation of various network typologies and protocols.
• Analysis for customers reviewing and debugging network packet traces, product logs, and existing product configuration.
• Resolved system networking problems, work with and assist the engineering teams with replication and potential resolution of product bugs.
• Zero touch deployment
  
• Configuration, administration and maintenance of switches and routers for enterprise customers

• Developed and implemented training initiatives for new hires.
• Tracked KPIs and created continuous improvement plans.
• Analyzed and developed service goals for in-bound call center.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

• Responds to customer calls by providing 1st and 2nd level support for the HOLIDEX reservation system, OPERA, ENCORE, PERFORM and certified hardware and software.
• Ensures problem resolution and escalation for all software, hardware, communications, and procedural related calls in an accurate and timely fashion.
• Documents all calls accurately into problem management system in order to provide a historical record for further problem resolution.
• Configure and troubleshoot LAN/WAN Software and Hardware for hotels
• Liaison between hotels and vendors such as IBM, Opera, SDC, Space net , AT&T, Area Managers, to insure timely recommendations for hotel problems

• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Used ticketing systems to manage and process support actions and requests.

• Configured hardware, devices and software to set up work stations for employees.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Installed, modified and repaired software and hardware to resolve technical issues.

• Directed and supervised team of 12.
• Reviewed daily requirements and forecasts and delegated work for optimal coverage.
• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
• Provided continued maintenance and development of bug fixes and patch sets for existing web applications.