Summary
Overview
Work History
Education
Skills
Timeline
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Shayla S. Jackson

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, TX
05.1995

High School Diploma -

Hillcrest High School
Dallas, TX
06.1990

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