Shayla S. Jackson
Plano,TX
Summary
Dynamic Network Analyst with a proven ability to manage and optimize network loads, consistently delivering reliable solutions that uphold high standards and drive impactful results. Expertise in fostering team collaboration to achieve objectives while demonstrating adaptability to evolving project requirements. Recognized for strong problem-solving skills, complemented by a keen eye for efficiency and accuracy. .
Overview
17
17
years of professional experience
Work History
Network Force Load Analyst
AT&T
Irving, TX
01.2013 - Current
- Forecasts and prioritizes daily support services for repair, installation, major moves, adds, and changes; maintains collaborative relationships within teams.
- Evaluates force qualification requirements for incoming customer requests and recommends necessary training or workforce adjustments.
- Coordinates technical and administrative support activities including installation, repair, preventative maintenance, construction, material management, and engineering change upgrades.
- Ensures timely performance of all functions in accordance with customer and company specifications.
- Provides scheduling recommendations for field personnel in critical situations and complies with FCC Network outage reporting requirements.
- Analyzed network load data to optimize performance and capacity planning.
Tier 2 Customer Service Representative – Advanced Installations/Repair Team/ICU
AT&T
06.2010 - 01.2013
- Managed overnight escalations using SharePoint tracking.
- Retained U-verse members considering cancellation due to service issues by troubleshooting or dispatching technicians.
- Documented customer interactions in SharePoint and coordinated repairs, including follow-up calls to confirm issue resolution.
Special Project Trainer for Tier 2 Classes
AT&T
09.2012 - 11.2012
- Delivered training to Tier 2 Care organization on methods and procedures at the Richardson Call Center.
Tier 2 Customer Service Representative
AT&T
01.2009 - 06.2010
- Provided technical support to Premise Technicians and AT&T U-verse customers.
- Addressed daily escalations and worked toward resolving outstanding issues.
- Created network tickets through Remedy.
- Resolved complex customer inquiries, enhancing satisfaction and loyalty.
- Guided team members in troubleshooting technical issues, improving overall response time.
Education
Medical Assisting/Coding -
National Education Center
Fort Worth, TX05.1995
High School Diploma -
Hillcrest High School
Dallas, TX06.1990
Skills
- Continuous learning mindset
- Time management prowess
- Analytical problem solving
- Routing protocols
Timeline
Network Force Load Analyst
AT&T
01.2013 - Current
Special Project Trainer for Tier 2 Classes
AT&T
09.2012 - 11.2012
Tier 2 Customer Service Representative – Advanced Installations/Repair Team/ICU
AT&T
06.2010 - 01.2013
Tier 2 Customer Service Representative
AT&T
01.2009 - 06.2010
Medical Assisting/Coding -
National Education Center
High School Diploma -
Hillcrest High School