Geneva Kegerreis
Anna,TX
Summary
Knowledgeable Network Technician bringing over 25+ years of experience in the telecommunications industry. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement. Highly motivated NOC technician with desire to take on new challenges and opportunities to expand skills while facilitating company growth.
Overview
27
27
years of professional experience
Work History
Network Operations Center Technician
AT&T Network Operations Center-Uverse
Irving, TX
11.2009 - 03.2023
- Sustain AT&T's fiber network reliability by performing outlined steps- handle incoming calls, monitoring, testing, diagnosing, and analyzing data while recognizing trouble in the network providing IPTV, High-Speed Internet/DSL VOIP, and other internet services across 21 states.
- Respond to network alarms and events in a timely fashion and provide accurate network information to both management and other groups during network events and major outages.
- Perform provisioning and maintenance of equipment, Alcatel/Nokia 7300, 7340, 7342, 7360, IPDSLAM, Ericsson 1500
- Triage incoming support tickets, fault isolation, prioritizing requests based on severity and potential operational disruptions.
- Generate, drive, and update problem-tracking tickets via multiple systems
- Engage external and internal AT&T organizations coordinating and troubleshooting network events for resolution.
- Analyze network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
Tier II DSL Technical Support Specialist
AT&T Internet Services
Richardson, TX
09.2004 - 11.2009
- Provided real-time technical support to both residential and business users of DSL/ADSL, dial up, email and firewall software via phone and, remote control access.
- Assisted customers with configuration of testing and troubleshooting services, not limited to WAN/LAN networks, Static/Dynamic IP settings, DNS/MX record requests, email SMTP, POP3 and IMAP set up, and resolving PC/MAC OS, software/hardware conflicts.
- Provisioned and maintained customer accounts, and kept proficient logs of end-user calls, in order to document reported issues, action resolution, feedback, and to also provide fraud detection and prevention.
- Functioned as a team member, in a fast pace call-center, responsible for over 5,000 incoming calls to provide the highest level of technical support within company scope, across the 21 state US territories serviced.
- Persistently ranked and top 5% of team, for service excellence and first call resolution.
Customer Service Representative
AT&T Global Markets
Dallas, TX
04.1998 - 09.2004
- Maintain customer accounts by creating new, move, change and disconnect orders for customer accounts from written material.
- Professionally answered inbound calls, chats and emails to facilitate customer service.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Problem resolution in regard to various business functions daily; including customer inquiries, information requests, and changes to customer accounts.
- Communicated with internal departments and outside vendors to ensure company deadlines for orders were met.
Telephone Operator
Southwestern Bell Telephone
Greenville, TX
01.1996 - 04.1998
- Operated telephone switchboard to provide information, take messages and forward calls.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Adhered to all company policies related to telephone etiquette and customer service standards.
Education
Telecommunication Certification in Electronics
Eastfield College
Mesquite, TX09.2008
Skills
- Network Operation Systems
- Accuracy and Attention to Detail
- Network Hardware and Software
- Analyzing Data
- Network Maintenance and Repair
- Network Problem Solving
- Planning & Organizing
- Troubleshooting and Diagnosis
- Technical Support and Assistance
- Critical Thinking
- Friendly, Positive Attitude
- Strong Customer Service & Interpersonal Skills
Websites
Timeline
Network Operations Center Technician
AT&T Network Operations Center-Uverse
11.2009 - 03.2023
Tier II DSL Technical Support Specialist
AT&T Internet Services
09.2004 - 11.2009
Customer Service Representative
AT&T Global Markets
04.1998 - 09.2004
Telephone Operator
Southwestern Bell Telephone
01.1996 - 04.1998
Telecommunication Certification in Electronics
Eastfield College
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