JASLYNN BOLDEN

• Experience in Service Now Ticketing tool.
• Experience in handling customer calls/Cisco Finesse Agent.
• Experience to work on 24x7 shift model.
• Monitoring both manual and tool based and experience on ticketing activities.
• Updating and maintaining Knowledge Based articles.
• Good communication skills with the ability to communicate effectively with technical and non-technical issues with colleagues at all levels within and outside the organization.
• Managing and first level troubleshooting by following knowledge based articles.
• Assist networking teams with device management with the replacing of a device if needed.
• Responsible for creating TAC cases for failed devices.
• Resolving start up and login problems, desktop performance and optimization, resolving browser and internet connections, troubleshooting DNS and DHCP issues.
• Working knowledge of Dynatrace/Spectrum/Bladelogic/PowerBi Dashboard/Splunk.
• Exposed to basic infrastructure components.
• Responsible for monitoring jobs through Spectrum and Sitescope.

• Provide remote troubleshooting of cell related issues with emphasis on sector and cell site restoration.
• Working knowledge of KBA and Runbooks to locate the fix for certain alarms.
• Working knowledge of Linux/Unix commands through Putty.
• Working knowledge of Service Now and Citrix ticketing system.
• Responsible for monitoring jobs through Spectrum and Sitescope.
• Monitored T-Mobile network for failed jobs due to maintenance or planned outages.
• Escalate issues when detecting a possible outage or failures in the Network.
• Responsible for creating tickets on active alarms.
• Responsible for processing reports to identify chronic network issues and facilitating timely repair.
• Understanding of the Big Data Alarms and CDW alarms.

• Manages the development, implementation, and ongoing coordination of an asset management program.
• Optimizes the process of all incoming orders for customer-owned inventory in a timely manner.
• Consolidate and research return authorizations.
• Enter return authorizations to maximize volume control.
• Creates, completes, and maintain work orders, correspondences, and reports.
• Manage inbound and outbound client calls regarding number of applications, part counts and pricing, shipping conformations, and any questions regarding equipment.
• Collaborates with the production shop and vendors to confirm older parts are tested and finalized for shipping.

Quality Auditor(2009-2015)

• Identified and documented cosmetic and electronic workmanship non-conformances, such as bad displays, missing screws, incorrect buttons, static, and missing handset cords.
• Monitored product throughout the receiving, refurbishing, testing, and shipping process to ensure source cosmetic standard and customer requirements were met.
• Directed quality meetings and trainings on quality metrics and issues.
• Conducted product investigations and scheduled audits for areas such as board repair, warehouse, and shipping.
• Streamlined data to monitor trend analysis and produce metric reports on a weekly, monthly, and quarterly basis.
• Monitored vendor quality, including timeliness of deliveries, quality of parts/service, and competitiveness of prices.
• Performed daily quality control inspections on repaired, refurbished, and tested products, including visual cosmetic inspections and operational electronic testings.
• Documented daily defects and relevant order information, including part number, order number, barcode, description of detect, and responsible technician.
• Scheduled calibration of the production shop equipment, including multi-meters and scopes, with an outside vendor.
• Identified opportunities for process improvements and potential process obstacles.

Telset Repair Technician(2004-2009)

• Troubleshoot and analyzed circuit and phone boards at the component level using a multimeter,
• Opened, disassembled, repaired, and replaced parts, and then reassembling phones when completed.