Summary
Overview
Work History
Education
Skills
Certification
Timeline
BusinessAnalyst

JASMINE PERRY

Baker

Summary

Network Operation Technician with over 20 years of experience in helpdesk support, network administration, and device support. Excel in adapting and remaining flexible in any situation. Strong organizational and computer skills to identify and resolve complex problems. Analytical mindset to understand root causes of issues and provide effective recommendations for resolution. Thrive in fast-paced environments with a friendly and calm demeanor even under high pressure. Utilize technical skills and root cause analysis techniques to resolve failures and ensure user productivity. Seeking a long-term position with room for career advancement to contribute expertise to a dynamic team.

Overview

25
25
years of professional experience
1
1
Certification

Work History

NOC Support Engineer

Lockstep Technology Group
08.2021 - 04.2025
  • Leveraged advanced diagnostic tools for faster issue detection and more accurate problem resolution.
  • Participated in on-call rotations to provide round-the-clock support for urgent issues or escalations.
  • Provided exceptional customer support by efficiently addressing client concerns and technical inquiries.
  • Ensured maximum availability of critical systems through proactive health checks and performance monitoring.
  • Developed comprehensive documentation for knowledge sharing among team members and improved training processes.
  • Improved network performance by proactively monitoring and resolving issues in a timely manner.
  • Reduced downtime by promptly identifying, diagnosing, and resolving complex network problems.
  • Conducted thorough root cause analysis investigations to identify areas for improvement within the NOC environment.
  • Closed first-time tickets quickly and met resolution volume requirements.
  • Updated internal customers regarding open tickets and status of resolutions.
  • Reduced network downtime by proactively monitoring and troubleshooting issues in a 24/7 Network Operations Center.

Network Operations Technician 1

FRANCISCAN MISSIONARIES OF OUR LADY HEALTH SYSTEM
01.2001 - 07.2021
  • Operates computer, maintains the mainframe and computer interface systems
  • Respond to problems reported to the user support desk and take appropriate actions to resolve problems in a timely manner
  • Monitor and support nightly system backup and consults with programming staff members to resolve user related problems
  • Managed departmental night shift
  • Trained other employees
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access
  • Ran various machines such as desktops, printers and sorters
  • Monitored servers and escalated emergency issues
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
  • Managed firewall, network monitoring and server monitoring both on- and off-site
  • Provided excellent customer service through communication and interpersonal skills
  • Exercised creativity and flexibility to respond quickly and positively to shifting demands, tight deadlines and simultaneous handling of multiple detailed tasks
  • Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness
  • Troubleshoot problems related to Enterprise network infrastructure and performance
  • Verified proper working order of hardware and peripherals at all times
  • Reviewed specifications and installation diagrams to establish interfaces and integrations
  • Inspected temperature sensors visually to maintain health of servers and network devices
  • Monitored internal network performance metrics to detect system faults, alerting appropriate IT personnel
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel
  • Provided technical and operational support for the entire organization
  • Troubleshot system alerts and issues to rectify issues
  • Worked with outside vendors for fiber installations and service.
  • Streamlined communication between departments by acting as a liaison between the Network Operations Center and other IT teams.
  • Reduced network downtime by proactively monitoring and troubleshooting issues in a 24/7 Network Operations Center.

Inbound Customer Service Representative

WEST TELESERVICES
11.1999 - 01.2001
  • Handle inbound calls for various companies processing orders for products or services over the telephone by performing the following duties: Read established scripting while talking to customers, quotes prices and encourages customers to buy products or services, enters names, addresses, purchases, and secures and places orders into computer database system, respond to inquiries, solve or refer problems to customer service.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.

Education

HIGH SCHOOL DIPLOMA -

Capitol Senior High School
Baton Rouge, LA
01.1995

ASSOCIATE OF ARTS - COMPUTER NETWORKING

Louisiana Tech University
Baton Rouge, LA
01.1999

Skills

  • Mainframe virtualization systems
  • AIX system management
  • Experience with McKesson software
  • Expertise in Windows environments
  • Hardware troubleshooting
  • Problem-solving expertise
  • Network system oversight
  • Help desk management
  • Problem-solving abilities
  • Effective decision-making
  • Skilled at managing multiple tasks
  • Effective time management
  • Remote support
  • System monitoring
  • Escalation procedures
  • Incident management
  • Disaster recovery
  • SLA management
  • Network documentation
  • Network operations monitoring
  • Operating systems
  • Ticketing systems
  • VoIP systems
  • Performance analysis
  • Teamwork and collaboration
  • Attention to detail
  • Excellent communication
  • Effective communication
  • Adaptability and flexibility
  • Support services

Certification

CompTia A+ Certification

Timeline

NOC Support Engineer

Lockstep Technology Group
08.2021 - 04.2025

Network Operations Technician 1

FRANCISCAN MISSIONARIES OF OUR LADY HEALTH SYSTEM
01.2001 - 07.2021

Inbound Customer Service Representative

WEST TELESERVICES
11.1999 - 01.2001

ASSOCIATE OF ARTS - COMPUTER NETWORKING

Louisiana Tech University

HIGH SCHOOL DIPLOMA -

Capitol Senior High School

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