Leslie Totten
Atlanta,GA
Overview
29
29
years of professional experience
Work History
Desktop Engineer
TEKSystems
12.2022 - Current
- Maintain guidelines and system documentation as well as desktop standards for networks
- Serve as an escalation and de-escalation point of contact using ServiceNow, which results in the successful restoration of network services
- Effectively communicate to leadership team and key decision makers to resolve major incidents
- Actively participate in the planning and implementation of maintenance and installation work
- Troubleshoot hardware and application configurations for workstation performance and the experience for internal users.
Network Technical Support Provisioner II
T-Mobile (formerly Sprint)
01.2019 - 08.2022
- Handled activation service requests (ASR) orders from creation to completion which included Install, Disconnect and Change orders of IP circuits
- Collaborated with engineers, account teams, and local carriers to process and complete orders
- Initiated new workstreams and engaged in cross-collaboration efforts across the division to identify unresolved orders, which resulted in quicker completion times and reduced costs for customers
- Mentored and assisted technicians on the team, which contributed to the business growth.
Network Operations Center Technician II
Sprint
05.2016 - 12.2018
- Supported and maintained Sprint's domestic and international transport networks
- Performed independently on service calls with minimal supervision
- Analyzed network alarms and resolved errors to neutralize system anomalies
- Implemented knowledge of the physical layer circuit hierarchy (DS0 - OC192) and Broadband Services to address and resolve network issues
- Efficiently tested domestic and international network elements including: Cisco 15454, Alcatel 1668, 1603, 1680; IMTN, Sycamore, K2, Ciena Core Director, NEC, Tellabs 5500, OME6500, DNX-11, LX-Focus.
Technical Support Technician II (Atlanta)
Nokia (formerly Alcatel-Lucent)
03.2009 - 05.2016
- Supported and maintained Sprint's domestic and international transport networks
- Performed independently on service calls with minimal supervision
- Analyzed network alarms and resolved errors to neutralize system anomalies
- Implemented knowledge of the physical layer circuit hierarchy (DS0 - OC192) and Broadband Services to address and resolve network issues
- Efficiently tested domestic and international network elements including: Cisco 15454, Alcatel 1668, 1603, 1680; IMTN, Sycamore, K2, Ciena Core Director, NEC, Tellabs 5500, OME6500, DNX-11, LX-Focus.
Network Operations Specialist II
Sprint/Nextel Communications
01.2000 - 03.2009
- Performed diagnostics, isolated faults, and made corrective actions on Wideband and Narrowband circuits via remote testing
- Managed automated and customer-initiated maintenance tickets and partnered with coordinating organizations and local exchange carriers to repair circuits
- Implemented knowledge of DS0 - DS3 circuits, ATM, and Frame Relay services to address and resolve network issues
- Demonstrated excellent interpersonal communication skills when partnering with internal and external customers.
Customer Service Technical Support Representative II
10.1998 - 01.2000
- Conducted frontline technical support and consultation to switched and data customers in an ACD environment
- Selected escalation paths for customer issues to ensure problems were handled appropriately to meet repair time criteria
- Served as liaison between customers and fix agencies, field technicians, foreign carriers and account teams to efficiently customer network issues.
Customer Service Representative
10.1996 - 10.1998
- Responded to 2000+ telephone requests monthly from current and prospective customers
- Accurately interpreted and assessed customer needs to improve customer satisfaction
- Addressed and reconciled billing issues and errors for customers.
Timeline
Desktop Engineer
TEKSystems
12.2022 - Current
Network Technical Support Provisioner II
T-Mobile (formerly Sprint)
01.2019 - 08.2022
Network Operations Center Technician II
Sprint
05.2016 - 12.2018
Technical Support Technician II (Atlanta)
Nokia (formerly Alcatel-Lucent)
03.2009 - 05.2016
Network Operations Specialist II
Sprint/Nextel Communications
01.2000 - 03.2009
Customer Service Technical Support Representative II
10.1998 - 01.2000
Customer Service Representative
10.1996 - 10.1998
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