Kierra Baltimore
Ellenwood,GA
Summary
Professional with background in IT operations and monitoring. Known for expertise in troubleshooting, incident management, and system analysis. Highly dependable team player with focus on achieving optimal results and adapting to evolving needs. Recognized for excellent problem-solving abilities and effective communication skills.
Overview
10
10
years of professional experience
Work History
NOC Analyst
Five9
10.2021 - 04.2025
- Support multiple global customers and global data center environments.
- Drive escalation and resolution of incidents and service requests
- Provided appropriate communication to end users regarding KPIs, and customer impact
- Utilized multiple software and hardware tools
- Proactively Identify and diagnose problems and factors affecting productions operations
- Completed Root cause analysis and Major incident reports to identify breakdowns in processes and system performance
- Provided feedback to prevent future incidents
- Created monitoring dashboards in various tools for tracking data and trends
- Work with customers and internal tech and dev operations for improvement and preventative opportunities
- Provided guidance under challenging environments
- Supported seamless business operations with diligent system backups and disaster recovery.
- Collaborated with cross-functional teams to resolve complex Live operation issues, ensuring minimal disruption to end users.
- Improved incident response times by streamlining the communication process within the team.
- Maintained strong relationships with key stakeholders across departments to foster collaboration on initiatives.
Production Support analyst
LexisNexis Risk solutions
07.2019 - 09.2021
- Conferred with internal operations to deliver smooth functioning and minimal downtime of newly implemented systems and procedures.
- Implemented regular backup procedures as well as disaster recovery plans ensuring minimal loss during unexpected events.
- Worked with customers and vendors during and after impactful incidents for quick resolution
- Created monthly reports to track events, system impact, and trends
- Global Data center management and monitoring
- Conduct computer diagnostics to mitigate issues
- Ensure colleagues are trained to use systems effectively
NOC ENGINEER
VESTA
11.2018 - 06.2019
- First point of contact for escalation of production support issues
- Identified hardware and software malfunctions and take appropriate actions to resolve them
- Author and maintain product runbook and other documentation for functionality
- Monitor database, network, and voice systems in accordance to designated SLAs
- Use ITSM ticketing systems
Network traffic implementation Engineer
VERIZON WIRELESS
06.2017 - 07.2018
- Responsible for the implementation of new cell tower projects and small cells for GA and AL.
- Knowledge of 4g hardware radios and antennas
- Configure radios and antennas based on pricing, location, and cost to meet Verizon performance goals
- Work with other engineers to ensure towers go into production without issues.
- Strong emphasis in project management to ensure 4g towers are in production on time
- Knowledge of Google suite/ Excel, pivot tables, power point, word
Technical Support
Verizon Wireless
01.2015 - 06.2017
- Assist customers by taking inbound calls
- Provide technical support for 3g and 4g devices
- Meet monthly performance metrics
Education
Bachelor of Science - Computer science, Business Management
Albany State University
05.2011
Skills
- Incident management/response
- Root cause Analysis
- ITSM cloud based ticketing systems
- Excel
- Problem management
- Software monitoring systems
- AWS/Google Cloud platform cloud monitoring
- Global datacenter management
- Performance Optimization
- Disaster recovery
- Active directory
- Service level agreements
- Multitasking
Timeline
NOC Analyst
Five9
10.2021 - 04.2025
Production Support analyst
LexisNexis Risk solutions
07.2019 - 09.2021
NOC ENGINEER
VESTA
11.2018 - 06.2019
Network traffic implementation Engineer
VERIZON WIRELESS
06.2017 - 07.2018
Technical Support
Verizon Wireless
01.2015 - 06.2017
Bachelor of Science - Computer science, Business Management
Albany State University
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