Shellie D. Allen
Hurst,TX
Summary
Hard working team player with 20 years Network Operations Center experience including DSL Tier II and U-verse Surveillance troubleshooting and problem solving large area outages.
Overview
33
33
years of professional experience
Work History
SURVEILLANCE TECHNICIAN
AT&T, Network Reliability Center
01.2009 - Current
- U-verse
- Assist network technicians answering incoming calls and researching tickets related to network outages while troubleshooting in a concise and professional manner
- Maintain AT&T network reliability by monitoring, perform remote testing, diagnosing, analyzing data and identifying trouble in the network providing IPTV, High Speed Internet/DSL, VOIP and other Internet Services
- Solution-oriented resolving high level manager/presidential escalations to resolution while providing status updates and reports to management
- Monitor AT&T U-verse network using systems such as SMARTS, SPG, AOTS, WFA, GRETA, GRANITE, AMS, REMEDY, LABRADOR etc
- Collaborate and engage daily with technicians within various internal departments (DEG, Construction, Central Office Techs, IOF, Prem Techs, etc) to diagnose and resolve pre/post maintenance, installation and repair issues
Tier II Technical Support Representative/Escalations
AT&T INTERNET SERVICES
01.2002 - 01.2009
- DSL
- Diagnosed end-user problems in real-time related to DSL connectivity, email issues, antivirus software upgrades, IP and DNS configuration errors
- Effectively managed a high volume of inbound Tier 1 escalation HSIA/Dial residential/business customers documenting each customer experience and resolution to AT&T standards
- Developed relationships with each customer while explaining clear concise ways to resolve issues using systems, processes and procedures resulting in high customer satisfaction
- Experience supporting various operating systems including Windows 98, NT, 2000, XP and 7 along with various email systems including Yahoo web mail, Microsoft Outlook and Safari, Microsoft Office
Staffing Manager
Management Staffing
10.2000 - 01.2005
- Responsible for writing and disseminating job descriptions, filling out hiring paperwork, keeping accurate records of all applicants and new hires of at least 20 montly
- Created a large network of qualified candidates to fill positions through recruiting techniques
- Evaluated applicants by discussing job requirements and applicant qualifications with managers; interviewing applicants on consistent set of qualifications
- Maintained relationships with over 40 hiring managers, went on ride days to understand jobs needing to be filled, presented staffing strategies during business organization team meetings
Staffing Specialist
Staffing
02.2000 - 10.2000
- Assisted Associate Director and Staffing Managers in day-to-day Staffing activities
- Created, implemented and updated new policies and practices within Consumer Markets Staffing organization
- Trained 10 Staffing Specialists regionally and maintained role of subject matter expert within Management Staffing processes and procedures
- Conducted reference and background checks on potential candidates as well as administration of skill assessments and drug testing
- Created and maintained over 50 job requisitions monthly including folders and applicant records for each job
Training Coordinator
ErgoFoniks
01.1995 - 01.2000
- Conducted training for court reporting owners and instructors of the court reporting machine and curriculum
- Performed presentations with CEO and COO of Ergofoniks court reporting machine
- Developmental team to create relationships with over 20 companies to create “earn while you learn” programs for students to work with companies doing data entry type jobs with their court reporting machines
Court Reporter
Dolores Parker & Associates
Fort Worth, Tx
01.1993 - 01.1996
- Transcribed verbatim testimony in court proceedings as substitute court reporter, including swearing in of witnesses and marking exhibits
- Transcribed verbatim legal proceedings and depositions with accuracy and efficiency
- Proofed and scoped transcripts of depositions and court proceedings to edit any discrepancies
- Ensured all accuracy of information, including spellings, names and places through research
Education
Telecommunication Certification in Electronics - TKT
Eastfield College
Mesquite, TX2008
Certified Shorthand Reporter, Registered Professional Reporter -
Professional Court Reporting College
1991
Skills
Customer service oriented
Works effectively in team environment
Time management skills
Problem solving and computer skills
Timeline
SURVEILLANCE TECHNICIAN
AT&T, Network Reliability Center
01.2009 - Current
Tier II Technical Support Representative/Escalations
AT&T INTERNET SERVICES
01.2002 - 01.2009
Staffing Manager
Management Staffing
10.2000 - 01.2005
Staffing Specialist
Staffing
02.2000 - 10.2000
Training Coordinator
ErgoFoniks
01.1995 - 01.2000
Court Reporter
Dolores Parker & Associates
01.1993 - 01.1996
Telecommunication Certification in Electronics - TKT
Eastfield College
Certified Shorthand Reporter, Registered Professional Reporter -
Professional Court Reporting College