Kennesaw, Georgia, United States
I am currently in the market to join a team with which I can use my analytical problem-solving skills to perform fulfilling work and advance both my own future, as well as the future of my new team.
• Respond in a timely manner to incoming customer calls / emails with professionalism. • Participate in routine daily operational activities and alarm monitoring, with the goal of eliminating/mitigating any operational impact to customers. • Monitor full-time managed services as well as teleport RF/IF equipment, associated ground systems. • Perform troubleshooting for all full-time services while consistently following established processes and procedures. • Assist with the monitoring and execution all maintenance coordination activities, including troubleshooting video and IP routing as necessary. • Work closely with customers to maintain all service level agreements and resolve any RF, teleport and managed service trouble issues. • Create and review trouble tickets for all full-time services, RF interference issues or circuit events to ensure accurate documentation is maintained and all follow up actions are completed. • Escalate and report on service issue corrective measures to the Supervisor and Management team. • Under supervision, initiate emergency restoral procedures and determine alternate routing of services provided by Teleport Operations for Intelsat owned teleports and 3rd party partner teleports.
Responsibilities include: Triage of initial calls and emails in support of performing Level 1 monitoring, troubleshooting, and analysis of RF, iDirect, Managed Video, and Managed Data services. . Responsible for creating, investigating, and resolving Level 1 trouble tickets in a timely manner. Daily tasks include: monitoring multiple managed services, testing / accessing satellite services (FDMA/TDMA/SCPC/iDirect), and assisting customers in the resolution of service issues.
Responsibilities included triage of initial calls and emails in support of performing Level 1 RF/iDirect/Hosted Payload monitoring, troubleshooting, and analysis. Responsible for creating, investigating, and resolving Level 1 trouble tickets in a timely manner. Daily tasks include: monitoring multiple manages services, conducting satellite peak and poles, accessing satellite services (FDMA/TDMA/SCPC/iDirect), and assisting customers in the resolution of service issues.
Critical Responsibilities - Review trouble tickets, operational discrepancies and events in effort to improve performance and communication of the operational team. - Participate in proactive support of routine, daily operational activities and processes, with aim of eliminating/minimizing any negative operational impact to customers. - Act as a point of contact for customers regarding initial discrepancies, technical issues, and service details. - Conduct RF service functions utilizing tools including but not limited to space segment analysis/monitoring (spectrum analyzers, DSPs), databases, phone systems and various internal/ schedules. - Ensure the thorough triage, log documentation and servicing of initial phone calls and emails concerning ROC matters including but not limited to routine; customer accesses, carrier measurements, peak/pols and internal/customer notifications. - Timely escalate and update to appropriate departments/groups when/as needed. - As an RF Operations representative, interpret and ensure execution and correct follow up of established operational practices and/or procedures relating to use or access of the company's network. - Provide a high level of professional, quality customer service at all times. Important Responsibilities - Interface and coordinate with other company entities when troubleshooting and resolving RFI related issues, resolving discrepancies or quality control concerns. - Participate and provide Operations with on-call support.
Managed and coordinated satellite communications assets of a wide area network that provided voice and data services to more than 200 users at multiple locations. Managed small teams responsible for providing reliable satellite communications to those users in both combat and peace-time missions. Worked in conjunction with network operations elements which managed satellite and line-of-site communications networks for Brigade Combat Team sized elements. Trained subordinates and personnel from various organizations on basic satellite communications theory and operation of many different satcom assemblies, to include JNN STT’s and BcCPN’s