Summary
Overview
Work History
Education
Skills
Accomplishments
References
Work Preference
Work Availability
Timeline
Generic

Sandra Vaughn

Angola

Summary

Dynamic Senior Network Support Engineer with AT&T, adept at diagnosing complex network issues and enhancing customer service operations. Proven track record in technical support and team collaboration, driving efficiency through training and effective communication. Skilled in network troubleshooting and problem-solving, consistently delivering high-quality results in fast-paced environments.

Overview

40
40
years of professional experience

Work History

Senior Network Support Engineer

AT&T
Lansing
06.2016 - 03.2025
  • Diagnosed complex network issues using advanced troubleshooting techniques.
  • Resolved customer complaints regarding network services promptly.
  • Evaluated network performance metrics and generated trend reports.
  • Collaborated with cross-functional teams to support critical network infrastructure projects.
  • Provided technical support to users, enhancing team knowledge and efficiency.
  • Trained team members on newly implemented and emerging technologies to improve productivity.
  • Maintained positive relationships with staff and management through effective communication.
  • Performed clerical and administrative duties related to on-site support.

Manager of Customer Service

AT&T
Lansing
02.2008 - 06.2016
  • Acted as primary liaison between customers and internal teams for escalated issues requiring attention.
  • Developed policies and procedures to enhance customer service operations.
  • Analyzed call center data to identify trends and recommend targeted solutions.
  • Reviewed customer feedback and complaints to pinpoint areas for improvement in service processes.
  • Monitored staff performance to ensure compliance with established customer service standards.

Network Engineer

AT&T
Lansing
12.2003 - 02.2008
  • Provided technical support to users experiencing difficulties with their networks.
  • Monitored network performance and troubleshooted any issues that arose.
  • Corrected network faults and malfunctions to restore connectivity to individual users and entire facilities.
  • Coordinated with vendors and service providers to ensure timely delivery and setup of network equipment and services.

Network Analyst

AT&T
Fort Wayne
03.1997 - 12.2003
  • Coordinated with vendors on installation of new hardware or software components required by the organization.
  • Provided technical support on LAN and WAN equipment installations, configurations and upgrades.
  • Created many monthly inventory reports, sales reports, and accounting reports.
  • Responded to client requests for technical support by phone, email and inter-office chat service.
  • Ran cables from existing patch panels to new patch panels to secure router and switches in proper location.
  • Installed and repaired network fiber optic cables, Ethernet cables and other networking cabling and conduits.

Programmer Analyst

AT&T
Fort Wayne
02.1992 - 06.1997

Main Frame Team Lead

AT&T
Fort Wayne
01.1989 - 02.1992

Computer Operator

AT&T
Fort. Wayne
05.1987 - 01.1992

Printing Press Operator

AT&T
Fort Wayne
09.1985 - 05.1987

Education

High School Diploma -

Elmhurst High School
Fort Wayne, IN
06-1984

Skills

  • Network troubleshooting and monitoring
  • Technical support and incident resolution
  • Customer service and relations
  • Team collaboration and knowledge sharing
  • Documentation and report management
  • Problem solving and root-cause analysis
  • Training and mentoring skills
  • Decision-making abilities
  • Adaptability and flexibility mindset
  • Interpersonal communication skills

Accomplishments

  • Received multiple awards while working for AT&T.
  • Last 15 years was exceeds in every review.
  • Was 2nd level manager of our team since becoming an MCS.

References

References available upon request.

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

4-day work weekHealthcare benefitsWork from home optionFlexible work hours

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Senior Network Support Engineer

AT&T
06.2016 - 03.2025

Manager of Customer Service

AT&T
02.2008 - 06.2016

Network Engineer

AT&T
12.2003 - 02.2008

Network Analyst

AT&T
03.1997 - 12.2003

Programmer Analyst

AT&T
02.1992 - 06.1997

Main Frame Team Lead

AT&T
01.1989 - 02.1992

Computer Operator

AT&T
05.1987 - 01.1992

Printing Press Operator

AT&T
09.1985 - 05.1987

High School Diploma -

Elmhurst High School

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