Summary
Overview
Work History
Education
Skills
Timeline
Generic

ERIC DOUGLASS

Summary

Experienced Network Operation Center Advanced Provisioning Representative with a proven track record of managing and optimizing network resources for maximum efficiency. Skilled in provisioning and coordinating network configurations, troubleshooting connectivity issues, and ensuring system reliability. Possess strong technical aptitude, exceptional problem-solving abilities, and a customer-focused approach to delivering high-quality support. Seeking to leverage my expertise in network operations and provisioning to contribute to a dynamic organization's success.

Overview

9
9
years of professional experience

Work History

Network Operation Center Advanced Provisioning Representative

Sonic.Net
11.2023 - Current
  • Coordinate and oversee advanced provisioning processes for network services in a fast-paced Network Operation Center (NOC) environment
  • Collaborate with cross-functional teams to ensure timely and accurate provisioning of network resources, including routers, switches, and other equipment
  • Troubleshoot and resolve complex issues during the provisioning process
  • Utilize monitoring tools and systems to track provisioning requests and maintain accurate records of network configurations
  • Provide training and guidance to junior provisioning representatives, fostering a culture of continuous learning and improvement within the NOC Prov team
  •  Tailor each service built to fit the customers need - Making sure provisioned voice and data services are working as intended and delivered as requested.
  • Own and work a specific work que to completion while also working tickets sent in from other departments and customers on a daily basis
  • Oversee the provisioning process for residential orders, including but not limited to fixing stalled orders and working through issues presented that are outside normal provisioning automations range
  •  Handle and configure routers and switches, as well as IADs and desk phones(also ATAs) for enterprise use
  • Communicate with external users, both residential and enterprise, to maintain communication and expectations throughout the provisioning process

Network Operation Center Provisioning Representative

Sonic.Net
08.2022 - 11.2023
  • Utilize monitoring tools and systems to track provisioning requests and maintain accurate records of network configurations
  • Communicate with external users, both residential and enterprise, to  maintain communication and expectations throughout the provisioning  process
  • Oversee the provisioning process for residential orders, including but  not limited to fixing stalled orders and working through issues  presented that are outside normal provisioning automations range
  • Handle and configure routers and switches, as well as IADs and desk phones(also ATAs) for enterprise use
  • Collaborate with cross-functional teams to ensure timely and accurate  provisioning of network resources, including routers, switches, and  other equipment
  • Tailor each service built to fit the customers need - Making sure  provisioned voice and data services are working as intended and  delivered as requested.

Network Operation Center Porting Representative

Sonic.Net
08.2019 - 08.2022
  • Monitored and managed all porting requests to ensure timely and accurate processing within established SLAs
  • Collaborated with internal teams and external carriers to troubleshoot porting issues and optimize process efficiency
  • Provided excellent customer service by promptly addressing inquiries and concerns related to number portability
  • Maintained detailed documentation of porting activities and communicated updates and resolutions to key stakeholders in a clear and professional manner
  • Worked in many different proprietary platforms to place and process LSRs
  • Collaborated with Bandwidth and other key players to ensure port completion in a timely manner
  • Audited our number database to ensure no ported out numbers remain
  • Ordered large number blocks for telcomm use

Customer Support Technical Representative

Sonic.Net
10.2016 - 08.2019
  • Provided timely and effective technical support to customers via phone, email, and chat for software and hardware issues
  • Diagnosed and resolved customer issues by troubleshooting network connectivity, software functionality, and device compatibility
  • Collaborated with cross-functional teams to escalate complex technical issues and ensure timely resolution
  • Utilized customer relationship management (CRM) software to accurately document customer interactions and resolutions
  • Conducted product training sessions for customers to enhance their understanding and usage of technical products and services
  • Porvided support for devices and programs outside of Sonic's services, including but not limited to email setup, network testing, physical device setup remote assisantce

Education

Diploma -

Elsie Allen High School
SANTA ROSA
06-2011

Skills

  • Detail oriented
  • Highly developed troubleshooter
  • Fast learner
  • Great interpersonal skills
  • First call resolution focused

Timeline

Network Operation Center Advanced Provisioning Representative

Sonic.Net
11.2023 - Current

Network Operation Center Provisioning Representative

Sonic.Net
08.2022 - 11.2023

Network Operation Center Porting Representative

Sonic.Net
08.2019 - 08.2022

Customer Support Technical Representative

Sonic.Net
10.2016 - 08.2019

Diploma -

Elsie Allen High School

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ERIC DOUGLASS