Summary
Overview
Work History
Education
Skills
Accomplishments
References
Education and Training
Work Availability
Work Preference
Timeline

Sandra Vaughn

60 Lane 105 Lake James, Angola,IN

Summary

Senior Network Support Specialist with extensive experience in diagnosing network issues and enhancing customer service operations. Skilled in technical support, network troubleshooting, and team leadership. Known for improving team efficiency through training and effective communication. Adaptable and focused on delivering high-quality results in dynamic environments.

Overview

40
40
years of professional experience

Work History

Senior Network Support Specialist

AT&T
Lansing, MI
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, MI
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, MI
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, Indiana
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, Indiana
02.1992 - 06.1997

Main Frame Team Lead

AT&T
Fort Wayne, IN
01.1989 - 02.1992

Computer Operator

AT&T
Fort. Wayne, IN
05.1987 - 01.1992

Printing Press Operator

AT&T
Fort Wayne, IN
09.1985 - 05.1987

Education

High School Diploma -

Elmhurst High School
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.

Education and Training

other

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Healthcare benefitsWork from home option4-day work weekPaid time off401k matchCareer advancement

Timeline

Senior Network Support Specialist - 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
Elmhurst High School - High School Diploma,

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