Summary
Work History
Education
Skills
Self-studying for a certification
Timeline
Generic

Telma Mayen

Washington,DC

Summary

Multi Faceted network engineer experienced in NOC operations, help desk support, and telecommunications. Known for troubleshooting, upgrading network infrastructure, and delivering quality customer support, I'm eager to apply diverse skills and enthusiasm for learning to meet and enhance company quota while furthering my knowledge in a new role.

Work History

Network Engineer

American University
Washington , DC
07.2024 - Current
  • Conducted walkthrough for UPS inventory.
  • Assisted with network infrastructure upgrade.
  • Consistently prioritized safety protocols during the installation phase, emphasizing correct procedures for handling electrical equipment in conjunction with utilization of personal protective gear. Maintained a strong awareness of environmental factors including temperature and humidity.
  • Collaboration with other team members, such as network engineers or project managers
  • Understanding of network architecture, including routers, switches, and other networking equipment.
  • Familiarity with the specific chassis model being installed and its components

Telecommunications Technician

American University
Washington, DC
07.2024 - Current
  • Assisted in the migration of PBX systems to VOIP and Cisco Webex
  • Managed voicemail boxes for new and existing users
  • Completed physical phone installations within designated timelines while minimizing disruption to business operations.
  • Documented installation procedures and recorded changes during migration from Nortel to the new phone system.
  • Consistently accessed and analyzed logs within the Nortel ACD system through the administrative interface.
  • Mounting APs securely and correctly in desired locations, considering factors such as ceiling, wall, or pole mounting options.
  • Ability to create, manage, and prioritize tickets in ServiceNow related to telecom technical issues
  • Ability to manage users and licenses for Webex services, including provisioning new users, assigning licenses, and managing user roles and permissions.
  • Managed and administered Cisco's Webex services effectively via centralized web-based portal
  • Experienced in working with PUTTY,Active Directory, and Remote Desktop Connection

NOC Associate

American University
Washington, DC
07.2024 - Current
  • Routine Data Center Surveillance
  • Generating regular reports on network performance, incidents, and trends for analysis and review.
  • Monitoring network performance and ensuring uptime.

Help Desk Associate

American University
Washington, DC
07.2024 - Current
  • Responding to and resolving issues reported by end-users via phone, email, or ticketing system. This includes diagnosing problems, guiding users through step-by-step solutions, and escalating issues when necessary.
  • Managing user accounts, resetting passwords, and providing access to systems and applications based on security policies
  • Logging and tracking support incidents and service requests in a ticketing system. Monitoring the status of tickets and ensuring timely resolution.
  • Delivering excellent customer service by maintaining a professional and courteous manner in all interactions with users.
  • Communicating effectively to manage user expectations and provide updates on issue resolution progress.
  • Developed a strong understanding of DUO Applications

Education

IT Fundamentals

Hope Project
01-2020

High School Diploma -

Theodore Roosevelt High School
Washington, DC
08-2018

Skills

  • Hardware Installation
  • Technical infrastructure migration
  • Network operations
  • Team Collaboration
  • Customer Service
  • Cabling and wiring

Self-studying for a certification

  • Currently working towards obtaining CCNA Certification

Timeline

Network Engineer

American University
07.2024 - Current

Telecommunications Technician

American University
07.2024 - Current

NOC Associate

American University
07.2024 - Current

Help Desk Associate

American University
07.2024 - Current

IT Fundamentals

Hope Project

High School Diploma -

Theodore Roosevelt High School

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Telma Mayen