Tiffany Donnell

Responsibilities

• Provide remote support to internal staff on applications and systems used by Netsync
• Initiating and receiving calls to and from clients, data centers, and telecommunication vendors to resolve incidents and outages.
• Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes.
• Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
• Worked well in team setting, providing support and guidance.

Responsibilities

Responsible for the detection, troubleshooting, and resolution of system outages for data, video, and telephone services.

● Maintain system connectivity through detecting, troubleshooting, and resolving outages.

● Provide 24/7 trouble isolation and remote restoration for Commercial customers services as they connect to the Astound Broadband Powered by Wave network. These include, but are not limited to detection, ticketing and triaging of switch, network, transport, or systems faults across multiple technologies on the Voice, Video and Data and Power Plant network.

● Properly assess impact to core network/services and resulting impact to Customers and escalate appropriately.

• Assessed and responded to network system alerts, prioritizing serious faults to rapidly address downtimes

• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Configured hardware, devices, and software to set up work stations for employees.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
• Trained users on how to operate components and systems.
• Walked individuals through basic troubleshooting tasks.

• Answer incoming calls and inquiries from customers, sales and account management to resolve customer questions and concerns.
• Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member.
• Resolve problems by researching and working with other departments. Follow through on issues by placing outgoing calls to retrieve additional information or returning calls to offer information regarding resolution.
• Participate in and support company-wide initiatives such as continuous operational improvement in order to improve service, reduce costs, and improve quality.