JEREMY RIDDLE
WINTERVILLE,NC
Summary
Results-driven Network Operations Center Analyst with expertise in monitoring network performance, diagnosing issues, and implementing effective solutions. Skilled in troubleshooting and providing end-user support, contributing to enhanced network efficiency and reduced downtime. Committed to staying current with emerging technologies and network systems.
Overview
26
26
years of professional experience
Work History
NOC Analyst Tier II
One Source Communications
Greenville, NC
11.2023 - Current
- Resolved complex wireline issues, significantly enhancing service efficiency and boosting overall client satisfaction.
- Resolve Tier 2 wireline issues, enhancing service efficiency and client satisfaction.
- Analyzed recurring technical problems to identify root causes, implementing proactive solutions that reduced escalations by noticeable amounts.
- Guide junior technicians, fostering team growth and skill development.
- Mentored junior technicians, fostering their development and contributing to a more skilled and confident team.
- Refine documentation, boosting knowledge sharing and process efficiency.
- Fostered collaborative team environment, enhancing communication and performance.
IT Helpdesk Analyst I
One Source Communications
Greenville, NC
04.2021 - 11.2023
- Delivered IT support for software, hardware, and networking, enhancing user efficiency and minimizing downtime.
- Managed system updates to ensure consistent uptime and reliability.
- Managed updates, ensuring consistent system uptime and reliability.
- Expert in Cisco Meraki troubleshooting, refining onboarding processes.
- Trained new team members on support protocols, fostering collaboration and improving service quality.
- Fostered a collaborative environment by training new team members on support protocols, boosting team knowledge and service quality.
- Logged incidents in ticketing systems and tracked service requests.
Field Service Coordinator I
One Source Communications
Greenville, NC
03.2017 - 04.2021
- Scheduled field services, optimizing technician deployment for improved efficiency.
- Facilitated communication between teams, enhancing service quality and client satisfaction.
- Managed client interactions, resolving issues to uphold service timelines.
- Fostered strong relationships between teams and field personnel, which resulted in enhanced communication and streamlined service delivery.
- Fostered relationships between teams and field personnel, enhancing communication and streamlining service delivery.
- Supported team during high-pressure scenarios, maintaining morale and ensuring consistent service quality.
Wireline Helpdesk Analyst I
One Source Communications
Greenville, NC
02.2015 - 03.2017
- Provided Tier 1 support, resolving connectivity issues for wireline clients with high satisfaction.
- Developed expertise in Cisco Meraki and VoIP systems, improving technical support effectiveness.
- Provided empathetic customer support, fostering trust and rapport with clients to ensure a positive service experience.
- Suggested workflow improvements, streamlining support documentation and processes.
- Provided empathetic customer support, building trust and rapport with clients for a better service experience.
Assistant Customer Service Manager
Food Lion
Greenville, NC
10.2000 - 05.2015
- Led a team to improve customer service processes, resulting in measurable improvements in client satisfaction and reduced wait times.
- Managed schedules and operations to maintain service efficiency during peak periods.
- Trained and led customer service team, boosting morale and enhancing client satisfaction.
- Managed schedules and operations, ensuring efficient service during busy periods.
- Fostered a collaborative environment among staff, encouraging teamwork and leading to noticeable gains in service quality.
- Fostered collaboration among staff, enhancing teamwork and improving service quality.
- Promoted a positive workplace culture, motivating team members to meet service expectations and support a thriving retail environment.
Education
Associate Degree - Network Administration
Pitt Community College
Winterville, NCSkills
- Network Administration
- Cisco Meraki
- VoIP
- Network monitoring
- Troubleshooting
- Circuit troubleshooting
- Remote Support
- Service desk operations
- Ticketing systems
- Process optimization
- Technical documentation
- User Training
- Team Mentorship
- Problem solving
- Technical communication
- PC Systems
Personal Information
Title: Wireline Repair Technician II
Timeline
NOC Analyst Tier II
One Source Communications
11.2023 - Current
IT Helpdesk Analyst I
One Source Communications
04.2021 - 11.2023
Field Service Coordinator I
One Source Communications
03.2017 - 04.2021
Wireline Helpdesk Analyst I
One Source Communications
02.2015 - 03.2017
Assistant Customer Service Manager
Food Lion
10.2000 - 05.2015
Associate Degree - Network Administration
Pitt Community College