Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lakesha Young

Winston,GA

Summary

Dynamic Software Engineer with a proven track record at Cox Communications, enhancing provisioning systems and streamlining workflows. Demonstrated expertise in project management and client support, resulting in significant improvements in service delivery. Highly skilled in tool configuration, driving innovations that optimize operations and ensure high-quality outcomes. Committed to leveraging technical acumen to further enhance user experiences and operational efficiencies.

Overview

15
15
years of professional experience

Work History

Software Engineer II

Cox Communications
Atlanta, GA
05.2022 - Current
  • Determine, suggest, and execute innovations for rapid provisioning with sponsor approval
  • Identifying and resolving issues related to access management and provisioning workflows to ensure seamless user access
  • Provide a high level of Provisioning, configuration, and support for video, data and telephony, wireless, and homelife services within ICOMS interfaces
  • Understand quickly how to meet customer needs, develop solutions, create MOPs, and educate other personnel within the OSS Provisioning Department
  • Test and Verify within the Production, DEV, and/or QA environment as I assist teams with new and existing products, their functionality, and how the product will perform from a residential and commercial perspective
  • Understand Cox’s video and data products on the residential and commercial side
  • Executed and assisted with integrating testing and troubleshooting technical issues that correlate to any of Cox’s services by being involved in identifying, prioritizing, and confirming resolutions of reported issues

Senior Engineering Analyst

Accenture
Atlanta, GA
11.2019 - 05.2022
  • Coordinated and tested with software testers and teams to reproduce issues in the field, such as incoming tickets, bug fixing, and/or deployment of new changes
  • End to End testing of various projects and applications - TVOD, CSP, Wireless, SVOD, Regression Testing
  • Provide input into Provisioning Service Inventory Management
  • Use the IT ticketing system to manage requests related to service level agreements (SLA’s) and Operational Level Agreements (OLA’s)
  • Participates in the development, testing, and integration of Client Interfaces for Provisioning Services

Provisioning Engineer

Perfluent, LLC
Duluth, GA
10.2017 - 11.2019
  • Provide ICOMS addressable system support, including interface monitoring and production sustainment, issue support, and production deployment of interface configuration
  • Ensured reconciliation between one component to the other to identify issues early and minimize defects
  • Respond to and support resolution for issues received via ticket or email promptly, including issue bridge participation when appropriate to ensure continuity of service, proactively avoid service interruption for the customer, and expedite resolution for production issues
  • Support Pay Per View and Video On Demand related functions in a primary or backup capacity
  • Primary focus is the configuration and activation of provisioning services sold by CenturyLink on both ISP Carrier Grade Network Devices as well as bundled customer CPE delivery
  • Handle provisioning activities using an operation support system adhering to published sponsor standards
  • Test manually and automatically provisioned services before customer turnover

Engineer 2 Addressability/Conditional Access Billing System (Comcast)

TEKsystems
Atlanta, GA
05.2016 - 10.2017
  • Performed various highly complex analytical duties in planning, developing, testing, and evaluating Comcast's network related to the Video platform
  • Worked closely with Engineering, Headend, and national teams on network operations to ensure proper and efficient network operations
  • Supported all tools and alarms, analyzed systems needs, and determined the priority of devices attached to the network
  • Supported the CSG technical addressable system through interface monitoring, production deployment of interface configuration, job scheduling, automation, and application of software upgrades
  • Provided operational support for the DAC/DNCS in conjunction with Engineering and AVS
  • Troubleshooted closely with the Headend, XOC, and Call Center to solve video problems
  • Performed MPEG troubleshooting through various highly complex analytical duties in testing and evaluating Comcast's network
  • Build & support all channel additions and changes
  • Maintain all channel maps
  • Uploaded Pay Per View events to supported Controllers and Billing Systems
  • Experienced configuring setup box using Scientific Atlanta DNCS Headend
  • Assisted in all aspects of new system builds, troubleshooting, and system conversions
  • Executed code downloads as needed to support new software and set-top hardware

Provisioning Engineer (Contractor)

Glotel Inc.
Atlanta, GA
01.2015 - 03.2016
  • Developed and maintained a deep understanding of how all Cox products are developed, deployed, and supported
  • Supported testing in the internal and external interfaces of ICOMS
  • Performed all billing system testing for new products, rate changes, new functionality, enhancements, and hyper-fixes in ICOMS
  • Responsible for building a streamlined provisioning and installation team for order provisioning, equipment installation, customer care, and escalation handling

Cable Specialist and Trainer

Allconnect
Atlanta, GA
02.2011 - 12.2014
  • Provided guidance, coached, and trained, which included documents, quality review, call screening, and policy updates
  • Performed call coordinator duties, including creating cases in Salesforce from calls and emails from clients
  • Coordinated and executed Time Warner Cable, Cox Communication, Charter, and CenturyLink training for new and current agents using various billing systems
  • Overseen production of training materials, such as manuals, course materials, videos, and other tools
  • Developed and maintained a working relationship with internal and external customers
  • Maintained the order process flow between Cox Communication, Time Warner, Charter and Allconnect
  • Participated in and maintained ongoing data tracking reports
  • Analyzed productivity and ran daily reports in the database

Helpdesk Engineer

Next Level Inc.
Albany, GA
11.2009 - 01.2011
  • Diagnosed and resolved technical hardware and software issues such as PC application and email issues
  • Coordinate with the development team (Tier 3) to identify and resolve software issues
  • Initiate incidents and manage third-party vendors to resolve client issues
  • Facilitate the use of technology-based change management/issue tracking tools (e.g., JIRA or ClearCase) to log and track open issues to closure
  • Provide Desktop, Application, and network support to end users within the company’s head office and remote office locations
  • Provided accurate and complete descriptions of problems, inquiries, and service requests in many Case Management Systems
  • Assisted with launching new start-up programs, working closely with personnel to perform suitability reviews by learning and implementing protocols and engaging client awareness
  • Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc

Education

Certified Office Accounting Specialist -

Albany Technical College
Albany, GA
01.2010

Computer Information System -

South Georgia Technical College
Americus, GA
01.2004

Skills

  • Tool Configuration Expertise
  • Skilled in Project Management Tools
  • Optimized Data Handling
  • Release Management
  • Quality Assurance Testing
  • Software Testing
  • Client Support
  • Email Notification Configuration
  • System Configuration Management
  • Strong Typing Competence
  • Order Fulfillment Management
  • Proficient in Material Handling Equipment

Timeline

Software Engineer II

Cox Communications
05.2022 - Current

Senior Engineering Analyst

Accenture
11.2019 - 05.2022

Provisioning Engineer

Perfluent, LLC
10.2017 - 11.2019

Engineer 2 Addressability/Conditional Access Billing System (Comcast)

TEKsystems
05.2016 - 10.2017

Provisioning Engineer (Contractor)

Glotel Inc.
01.2015 - 03.2016

Cable Specialist and Trainer

Allconnect
02.2011 - 12.2014

Helpdesk Engineer

Next Level Inc.
11.2009 - 01.2011

Certified Office Accounting Specialist -

Albany Technical College

Computer Information System -

South Georgia Technical College

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Lakesha Young