John Koval
Glendale,AZ
Overview
25
25
years of professional experience
1
1
Certification
Work History
Network Operations Center Technician
Cox Communications
07.2016 - 12.2024
- Reduced network downtime by proactively monitoring and troubleshooting issues in a 24/7 Network Operations Center.
- Conducted root cause analysis for recurring issues, implementing solutions to prevent future occurrences.
- Provided timely support to clients during critical incidents, maintaining professional communication throughout resolution process. Co-ordinate internal bridges that included taking detailed notes of the event, dispatching technicians, troubleshooting the cause of an incident and determine location of the fiber impairment, and preparing a post incident report.
Help Desk Support
AT&T/PACE/VOLT
04.2015 - 07.2016
- Help desk support for AT&T U-verse service, take incoming trouble calls from business customers, including billing, technical, product or account information
- Setup static IP’s or port forwarding through the firewall related to the AT&T gateway
- Help customers with new service installs to connect their wireless devices for the first time
- Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues.
- Create dispatches for local AT&T techs to resolve issues that can’t be resolved remotely
Deli Worker and Delivery Driver
Wal-Mart and Dominos
04.2014 - 04.2015
- Increased customer satisfaction by providing efficient and friendly service at the deli counter and on food delivery.
Central Office Technician
XO Communications
04.2000 - 11.2013
- 2010 to 2013 – Third shift tech covering DC and MD
- Job duties: Perform all Scheduled Maintenance Requests (SMR) performed during the 11pm to 6am maintenance window
- Reduced downtime by quickly identifying and resolving technical issues in a timely manner.
- Maintained accurate records of all performed maintenance tasks, ensuring efficient operations and adherence to industry standards.
- Performed necessary software updates on central office systems, optimizing functionality while minimizing potential security risks.
- Effectively communicated progress updates regarding ongoing maintenance projects with management personnel regularly.
Education
one-year program - electronics course
Radio Electronic Technical School (R.E.T.S)
Baltimore, MD04.1996
graduated -
Meade Senior High
Fort George G Meade, MD06.1990
Skills
- LAN and WAN management
- Network configuration
- Network troubleshooting
- Problem resolution
Certification
CCENT/CCNA ICND 1, 100-101, 03/20/15
Timeline
Network Operations Center Technician
Cox Communications
07.2016 - 12.2024
Help Desk Support
AT&T/PACE/VOLT
04.2015 - 07.2016
Deli Worker and Delivery Driver
Wal-Mart and Dominos
04.2014 - 04.2015
Central Office Technician
XO Communications
04.2000 - 11.2013
CCENT/CCNA ICND 1, 100-101, 03/20/15
one-year program - electronics course
Radio Electronic Technical School (R.E.T.S)
graduated -
Meade Senior High
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