Jourdan Hugonett
Santa Fe Springs,CA
Summary
Experienced manager with a proven track record of leading teams and effectively organizing operations. Skilled in equipping employees to handle daily functions autonomously, ensuring consistent customer satisfaction. Recognized as a diligent trainer and mentor, known for exceptional management abilities and a results-driven approach. Fluent in Spanish with proficiency in reading, writing, and speaking.
Overview
16
16
years of professional experience
Work History
Manager, Provisioning
Zayo Group, LLC.
Santa Fe Springs, CA
06.2022 - 01.2024
- Build and lead a team of network provisioning engineers
- Oversee the implementation of network infrastructure
- Confirm customer endpoints were added to network monitoring tools
- Maintain accurate network documentation
- Collaborate with leadership to develop and manage the network budget.
Manager of Carrier Relations and support
Ytel INC.
Foothill Ranch, CA
12.2018 - 08.2019
- Provide network engineering support for connections between physical data center and cloud platforms
- Interop with existing and prospective 3rd party vendors and clients
- Provide application and computer support for team members
- Diagnose, troubleshoot, and resolve hardware, software, network LAN / WAN, VoIP, Cloud System, or other PBX and system problems.
VOIP Technical Support Engineer
Toshiba / Mitel INC.
Irvine/Aliso Viejo, CA
11.2013 - 12.2018
- Provide high-quality comprehensive and timely technical support
- Diagnose, troubleshoot, and resolve hardware, software, network LAN / WAN, VoIP, Cloud System, or other PBX and system problems
- Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, or related networking equipment.
Supervisor / Service Delivery / Provisioning
TelePacific Communications
Los Angeles, CA
10.2012 - 11.2013
- Ensure competency and training of Project Engineers
- Assist project engineers with customers when necessary
- Troubleshoot technical problems during installations
- Assign orders to Project Engineers
- Provide reviews of direct reports to the Service Delivery Manager and Director.
Manager / NOC-Customer Care
Tierzero
Los Angeles, CA
01.2012 - 10.2012
- Develop an atmosphere where employees are recognized and held accountable
- Review technician workload and ensure proper procedures and policies
- Act as a first-level escalation point for customer technical issues
- Develop and improve standard operating procedures for Hosted VOIP
- Provide reviews of direct reports to Senior Network Systems admin and COO.
Supervisor / Customer Technical Support Center
TelePacific Communications
Los Angeles, CA
01.2010 - 01.2012
- Develop an atmosphere where employees are recognized and held accountable
- Build a teamwork environment and promote personal excellence
- Prioritize and assign daily workloads for all direct reports
- Act as a first-level escalation point for customer technical issues
- Provide quarterly and annual reviews of direct reports to the Technical Support Manager and Director.
Supervisor/Technical Support/Network Engineer
Velocity Networks, Inc.
Hawthorne, CA
01.2008 - 01.2010
- Provide technical support for Hosted PBX and SIP Trunk VOIP Systems
- Maintenance for customer Colocations in the Data Center Environment
- Provisioning, configuration, and technical support for Hosted PBX and SIP Trunk systems
- Troubleshoot and provide helpdesk support in Call Center Environment
- Configure and Maintain Various Servers running various OS platforms in Data Center Environment.
Education
CCENT - Computer Networking
Cisco University
Norwalk, CA09.2005
CompTIA - Computer Networking
Cisco University
Norwalk, CA06.2004
Skills
- VOIP
- SD-WAN
- LAN/WAN
- Call Centers
- Cloud Systems
- Wireless Solutions
- Network Services
- Firewall/Routers
- SIP Trunks
- Gateways & AP’s
- Wireshark
- Report Preparation
- Customer Relationship Management Software (CRM)
- Windows
- VMware
- VeloCloud
- ServiceNow
- Cisco
- Juniper Mist
- Sonic Wall
- Adtran
- Prisma SD-WAN/CloudGenix
- Versa
- Juniper JNCIA Certified
- BroadSoft Release 17 BCPA
- CCENT
- Customer Service
- Problem-Solving
- Microsoft Outlook, Word, and Excel
- Time Management
- Training and mentoring
- Exceptional interpersonal communication
- Complaint resolution
- Team Building and Leadership
- Exceptional telephone etiquette
- Handling Escalations
- Call Center Management
- Staff Training
- Product Knowledge
- Training and coaching
- Workforce Management
Timeline
Manager, Provisioning
Zayo Group, LLC.
06.2022 - 01.2024
Manager of Carrier Relations and support
Ytel INC.
12.2018 - 08.2019
VOIP Technical Support Engineer
Toshiba / Mitel INC.
11.2013 - 12.2018
Supervisor / Service Delivery / Provisioning
TelePacific Communications
10.2012 - 11.2013
Manager / NOC-Customer Care
Tierzero
01.2012 - 10.2012
Supervisor / Customer Technical Support Center
TelePacific Communications
01.2010 - 01.2012
Supervisor/Technical Support/Network Engineer
Velocity Networks, Inc.
01.2008 - 01.2010
CCENT - Computer Networking
Cisco University
CompTIA - Computer Networking
Cisco University