Montanna Smith
Austin
Summary
Diligent with comprehensive background in network monitoring and issue resolution. Proven ability to swiftly diagnose and mitigate network disruptions, ensuring optimal performance. Demonstrated proficiency in both technical troubleshooting and effective communication with team members.
Overview
10
10
years of professional experience
Work History
Senior Enterprise NOC Technician
Spectrum
Austin, TX
11.2021 - 02.2026
- Encompassing all duties of previous position, in addition to:
- Collaborated with engineering personnel and vendors to support and maintain network components, monitor system traffic and manage connectivity services.
- Managed and coordinated call bridges to conduct troubleshooting and aid in communication between departments and vendors both in-office and on-site.
- Analyzed network issues, developed fixes, and troubleshot problems to enhance organizational effectiveness.
- Monitored network performance and identified issues for timely resolution.
- Responded to customer service inquiries regarding service outages and network disruptions.
Enterprise NOC Technician
Spectrum
Austin, TX
02.2020 - 11.2021
- Encompassing all duties of previous position, in addition to:
- Received inbound calls from carrier customers and generated tickets for reported events to facilitate timely resolution.
- Monitored network circuits and transport to ensure operational integrity and prompt identification of issues.
- Monitored network performance to identify and resolve issues proactively.
- Coordinated incident response efforts to minimize downtime and maintain service quality.
- Documented troubleshooting processes and solutions for knowledge sharing among team members.
SMB Tech Support Specialist
Spectrum
Austin, TX
06.2017 - 02.2020
- Tracked and accurately recorded all steps of investigation and troubleshooting processes via an internal ticketing system.
- Received inbound calls from customers, and generated tickets for events reported.
- Provided technical assistance for troubleshooting of software and hardware issues to enhance customer satisfaction.
- Diagnosed and resolved complex technical problems using remote access tools and ticketing systems.s
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
L1 Technical Support
InfoGain
Austin, TX
01.2016 - 06.2017
- Accessed operating systems remotely for diagnosis and repair.
- Collaborated with international teams and customers to resolve issues and track software bugs.
- Analyzed calls and tickets to generate weekly performance reports for employees.
- Developed knowledge-based articles to enhance troubleshooting flow for agents.
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
Associate of Science -
Austin Community College
Austin, TX05-2012
Skills
- Network configuration
- LAN and WAN management
- DHCP configuration
- Executive communication
- Switches and routers
- Juniper devices
- Network troubleshooting
- Incident management
- Problem resolution
- Transport repair
- Team collaboration
- Project Management
Timeline
Senior Enterprise NOC Technician
Spectrum
11.2021 - 02.2026
Enterprise NOC Technician
Spectrum
02.2020 - 11.2021
SMB Tech Support Specialist
Spectrum
06.2017 - 02.2020
L1 Technical Support
InfoGain
01.2016 - 06.2017
Associate of Science -
Austin Community College
LEADERSHIP
Core Team & Project Management for two years under a volunteer project external to technical career. Lead rotating markets within Network Operations, and first contact for assistance for Tech 1 colleagues at Spectrum. Trained as replacement for manager at InfoGain, including quarterly reviews of employees and developing scorecard metrics for performance.