Katrina Givans
1430 Loop Road, Kent
Summary
Detail-oriented telecommunications engineer with expertise in network engineering, troubleshooting, and technical documentation. Proven ability to enhance system performance through effective analysis and collaboration.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Telecommunications Engineer
AT&T Communications
Cuyahoga Falls, OH
03.2025 - Current
- Assisted in designing and implementing telecommunications systems to enhance network functionality.
- Conducted routine maintenance and troubleshooting of communication equipment for optimal performance.
- Collaborated with cross-functional teams to address technical issues and improve service reliability.
- Documented system configurations and updates to ensure accurate records for future reference.
- Supported installation of new telecommunications infrastructure, adhering to safety standards and protocols.
- Participated in training sessions to develop understanding of advanced telecommunications technologies.
- Analyzed system performance data to identify areas for improvement and recommend solutions.
Maintenance Administrator-Night Reporting Group
AT&T Commincations
Southfield, MI
04.2021 - 03.2025
- Effectively monitoring high-capacity circuits continuously tracking optimized performance, reliability, and utilization of communication systems that carry large high data volumes,
- Ensured smooth transitions during shift changes by effectively documenting processes and procedures related to maintenance administration tasks.
- Analyzed trends in work order data to identify recurring issues, leading to more targeted and effective maintenance strategies.
- Streamlined work order processes, enhancing response times for service
- Balancing safety, efficiency, and reliability and sound judgement
- Established clear communication channels between departments, facilitating cross-functional collaboration on maintenance projects.
- Streamlined work order processes, resulting in faster response times to maintenance requests.
- Reduced downtime by efficiently coordinating maintenance tasks and prioritizing urgent requests.
- Coordinated emergency response efforts during facility incidents, minimizing damage and disruption to operations.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Scheduled maintenance, repair and installation jobs.
- Monitored daily progress and work quality to provide guidance and direction to technicians and installers.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Analyzing real-time data system conditions, and operational constraints to determine the most effective course of action.
Maintenance Administrator-Buried Wire Center
AT&T Commincations
Southfield, MI
03.2018 - 04.2021
- Worked on a special project as an auditor in the Buried Wire Center.
- Reviewing underground cable records, and ensuring compliance with engineering and safety standards.
- Documented findings, collaborated with engineering and field teams and vendors to improve data accuracy, reliability, and overall network integrity..
- Coordinated with vendors to procure necessary tools and materials for maintenance projects.
- Identified billing discrepancies and overcharges, corrected errors, and supported process improvements that reduced unnecessary expenses and improved financial accountability.
- Processed Buried Wire Request relating to Pots, U-verse, and Direct TV products.
- Managed maintenance scheduling to ensure timely completion of service requests.
- Oversaw compliance with regulatory standards during all maintenance operations.
- Handling incoming calls and smart chat inquiries on buried wire issues for 22-state region, ticket status and customer concerns.
- Coordinated with internal teams to resolve issues efficiently while maintaining clear, professional communication.
Maintenance Administrator-Jepordy Resolution Team
AT&T Communications
01.2017 - 03.2018
- Processes jeopardy orders and helper tickets by assesing risk, urgency, and customer impact, ensuring critical issues were addressed first.
- Handling high volume incoming calls and smart chat inquiries for the 22-State Region, providing timely support, accurate information and effective issue resolution.
- Communicates with customers to verify appointments and service problems.
- Performs testing and other testing mechanisms.
- Handling inquiries related to service tickets, orders in jeopardy status and request for expedites ensuring timely resolution and clear communication with internal teams.
- Prioritized critical issues, coordinated corrective actions and helped maintain service level commitments.
- Maintained professionalism while managing multiple priorities in a fast-paced environment.
Maintenance Adminstrator-WorkForce Management Team
AT&T Communications
Southfield, MI
02.2015 - 01.2017
- Works effectively with internal customers and management by maintaining clear communication, responsiveness, and a collaborative approach to support operational goals and timely decision-making.
- Maintained employee attendance, payroll, and work schedules,
- Ensuring accuracy, compliance, and adequate coverage to support daily operations.
- Met all deadlines for vacation bidding by managing submissions accurately and on time, ensuring compliance with policy and minimal impact to operations.
- Developed a strong working knowledge of the SE Union contract to effectively assist SE employees with questions, guidance, and policy interpretation.
- Managed employee emails, voicemails, and call-ins, ensuring timely responses, proper routing and efficient resolution of inquires or concerns,
- Managed payroll processes, including accurate calculation, verification and timely distribution of employee wages while ensuring compliance with company policies and regulations.
Facility Specialist-Loaned to GNAC Group
AT&T Commuincations
Southfield, MI
08.2014 - 12.2014
- Managed customer accounts to enhance service delivery and improve satisfaction.
- Analyzed data trends to identify opportunities for process optimization and efficiency improvements.
- Assisted in clearing over 40,000 fallout orders caused by issues such as pair changes, address corrections, and other discrepancies.
- Ensuring accurate order processing and timely resolution to maintain service quality.
- Assigned new facilities for customer service requests on U-verse orders when the original assignments required modification.
Maintenance Administrator-Construction & Eng.
AT&T Communications
Pontiac, MI
07.2004 - 08.2014
- Supports Construction Managers & Technicians for Michigan/N. California/Nevada
- Performs preventative maintenance testing and analysis via loop care, Mechanized Loop Testing, WFA-C, Predictor.
- Updates databases and corrects errors
- Coordinates Construction AOTX sheets (cable throws) with Design EWO Group, Frame, Switch
- Solving roadblocks and performing RQT's, Processing OE changes through March and Switch.
- Monitors the Force system to review, read alarm descriptions, and assign tickets to DEG technicians in a timely manner using a prioritized hierarchy.
- Opening and Closing throws with departments and tech's in the field.
- Monitoring WFA trouble tickets, dispatching, and then closing or referring to I/R
- Pulling and inputting NCAL information into OCL for Michigan, N. California and Nevada
- Working with many intercompany departments
- Monitored over thousands of cable troubles.
- Closed over hundreds of transfers,
- 2012 became part of the PMFF/DEG Team
- Performing many tasks in multiple systems JAM, WFA, TIRKS, SWITCH
- Tracked maintenance trouble using LMOS to confirm outages and ensure customers we being restored with priority.
Customer Service Representative-(Sales)
SBC/Ameritech Communications
Southfield, MI
07.1999 - 07.2004
- Handled inbound high call volumes in que from Residential customers for new, existing customers.
- Resolved customer inquiries through active listening and effective communication techniques.
- investigates customer complaints of annoyance calls
- Analyzed customer feedback to identify trends and recommend service improvements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Thoroughly explained customer bills, clarified charges and account details and processed payments accurately
- Ensuring a positive customer experience and account compliance.
- Trained new Customer Service Representatives on company policies, procedures, and best practices. (Service Lead)
- Improved resolution time with effective problem-solving for customer complaints.
Education
No Degree - Basic Electricity & Digital Technology
Nashville State Community College
Nashville, TN10-2008
No Degree - Computer Science Information Technology
Lawrence Technological Technological University
Southfield, MI06-2003
High School Diploma -
Southfield High School
Southfield, MI01-1996
Skills
- Network engineering
- Telecommunications equipment
- Continuous learning mindset
- Digital signal processing
- Customer support capabilities
- Troubleshooting
- Effective communication
- Technical documentation
- Device configuration
- Schedule Equipment installation
- Routine Inspections
Certification
Certificate from Devry University for Maintaining Cyber Security
Certificate of Technology Delivery Platform
Recognition 2015 Virtual Leadership Summit
Technology Transformation Track
Network Transformation Track
IP Networking Fundamentals
API for developers
API for functional testers
AI foe performance testers
API for Project Managers
Custom Facing Project/Program Manager
Development Project Manager
Timeline
Telecommunications Engineer
AT&T Communications
03.2025 - Current
Maintenance Administrator-Night Reporting Group
AT&T Commincations
04.2021 - 03.2025
Maintenance Administrator-Buried Wire Center
AT&T Commincations
03.2018 - 04.2021
Maintenance Administrator-Jepordy Resolution Team
AT&T Communications
01.2017 - 03.2018
Maintenance Adminstrator-WorkForce Management Team
AT&T Communications
02.2015 - 01.2017
Facility Specialist-Loaned to GNAC Group
AT&T Commuincations
08.2014 - 12.2014
Maintenance Administrator-Construction & Eng.
AT&T Communications
07.2004 - 08.2014
Customer Service Representative-(Sales)
SBC/Ameritech Communications
07.1999 - 07.2004
No Degree - Basic Electricity & Digital Technology
Nashville State Community College
No Degree - Computer Science Information Technology
Lawrence Technological Technological University
High School Diploma -
Southfield High School