Rebecca Prashner
Littleton,CO
Summary
I have exceptional work ethic, technical expertise, and customer service skills. I help to resolve complex and challenging technical issues quickly and effectively. My exceptional skills and abilities have resulted in my promotion from customer service support to Network Engineer II for core and backbone break-fix within 4 years.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Network Engineer II
Charter Communications Inc
11.2023 - Current
- Monitored network capacity and performance to diagnose and resolve complex network problems, including BGP, ISIS, OSPF, and other routing protocol issues.
- Resolved high-impact break-fix issues on our national backbone and core networks.
- Performed troubleshooting for Juniper, Cisco, Ciena, Fujitsu, and Nokia.
- Provided network support services for devices such as DWDM optical units, switches, routers, and other hardware.
Enterprise Technical Support III- Escalations team
Charter Communcations
02.2023 - 11.2023
- Continue to demonstrate passion and enthusiasm for leveraging diagnostic tools to more effectively resolve complex data, voice, and video issues on escalated tickets
- Demonstrate acumen, perspicacity, and problem solving skills necessary to resolve long-standing technical issues
- Communicate with border partners and customers to bring escalated tickets to resolution, sharing tools and expertise with members of other Spectrum teams
- Coordinate RFC 6349, RFC 2544, and Y.1564 throughput testing with engineers and field support
- Perform wireshark packet capture and analyze results to diagnose complex technical issues
- Use Fortinet and Meraki GUI to gather data, troubleshoot, and fulfill customer requests
Enterprise Technical Support II
Charter Communcations
05.2022 - 02.2023
- Demonstrated innate ability to communicate complex technical issues and tailor the message to engineers, management, and customers across a broad range of expertise and personality types
- Performed troubleshooting on Cisco and Juniper routers, ADVA and RAD switches, hosted voice infrastructure, voice media gateways, and applications such as Cisco Webex
Enterprise Technical Support I
Charter Communcations
11.2021 - 05.2022
- Answered high volume of client phone calls
- Verified transport
- Deescalate callers with internet issues
- Fixed several network issues without engineering assistance, including changing VLAN tagging errors on handoff ports and port negotiation settings
- Troubleshoot PRI, SIP, and hosted voice services
- Troubleshoot Enterprise video services, including FC+, Pro-Idiom, set back box, mDTA, and HD receivers
Spectrum Business Technical Support
Charter Communcations
08.2020 - 11.2021
- Leveraged Scope to diagnose issues on customer coax internet and business class phone accounts
- Quickly identified whether coax service interruptions were caused by provisioning issues or modem signal problems
- Used Scope as a diagnostic tool to identify potential area issues
- Demonstrated ability to deescalate customers with persistent, business-affecting technical issues and resolve them
Education
Bachelor's - English Literature
University of Washington
Seattle, WA05.2015
Skills
- Network troubleshooting
- Technical support escalations
- Technical team interactions
- Impact assessment
- Breal-fix
- BGP, ISIS, OSPF, and other routing protocol knowledge
- TCP/IP stack
- Professional written communication
Certification
- Cisco Certified Network Associate (CCNA)
- JNCIA
Timeline
Network Engineer II
Charter Communications Inc
11.2023 - Current
Enterprise Technical Support III- Escalations team
Charter Communcations
02.2023 - 11.2023
Enterprise Technical Support II
Charter Communcations
05.2022 - 02.2023
Enterprise Technical Support I
Charter Communcations
11.2021 - 05.2022
Spectrum Business Technical Support
Charter Communcations
08.2020 - 11.2021
- Cisco Certified Network Associate (CCNA)
- JNCIA
Bachelor's - English Literature
University of Washington
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