Isabelle Kardatzke

 

12312 Chickasaw Ct. ~ Woodbridge, Virginia, 22192

 

Mobile: 703-929-0263                       

isabellekardatzke@gmail.com

 

 

OBJECTIVE

I possess strong leadership skills with the ability to perform in a fast paced organization.  I am looking to obtain a challenging position promoting professional growth that will allow me to further utilize my skills and acquire new abilities.

 

TECHNICAL EXPERTISE

 

·   Equipment: Alcatel: 7705 & 7210 Service Aggregation Routers, Adva FSP Network Manager, Cisco BTS Softswitch, Siemens HiQ Softswitch, Sonus Softswitch GSX/PSX, Phoenix Softswitch, 2600/7200/7500/6509 Cisco Router, 2950/2960/3750 Cisco Switch, Equinox, INET, Nortel DMS, TDACS, Fujitsu FLM 150/300/600/1200/2400, SMS, 8MS, Cisco Call Manager, Avaya Definity PBX Phone System, Audix Intuity VM, Nevotek VM, Unix-based Pfsense gateway,

·   Tools:  BMC Remedy, Sharepoint, Granite, SAM 5620 Service Aware Manager, Netcool, NYROC, WHATS UP, TMON, Empirix Hammer, Filemaker Pro, Avaya Call Management System

·   Certificates: Certified KT (Kepner-Tregoe) coach, Nortel Switching/Translation/Programming, Sonus 9000 Switching/Basic Translation.

·   Computer skills: Microsoft Word, Excel, Access, Project, Outlook, PowerPoint

 

WORK EXPERIENCE

 

February 2013 to Present  Time Warner Cable                                                                Herndon, Va

NOC Supervisor

·   Supervise day-to-day Global Network Operation Center (GNOC) activities

·   Oversee day-to-day performance of GNOC Operators to ensure that team, department, and company goals and expectations are consistently met.

·   Ensure that individual and team workloads are properly distributed among operators

·   Escalate outage events to appropriate individuals, teams, and organizations in a timely manner to ensure efficient resolution and to minimize customer impact.

·   Oversee interactions with customers (both internal and external), other teams, departments and other GNOC employees to ensure all communication is professional and timely.

·   Isolate problems by correlating information from network surveillance equipment and applications with reported information and data to accurately determine the source of problem.  

·   Ensure compliance with GNOC policies, procedures, work schedules, and reporting metrics.

·   Ensure departmental policies, procedures and documentation accurately reflects the current practices of the GNOC and implement changes and modifications when appropriate.

·   Perform ticket audits to ensure proper quality and accuracy and provide written feedback to operators

·  Assist the GNOC Managers in the interviewing, hiring, and training process for GNOC Operator positions. 

 

June 2011 to February 2013  Time Warner Cable                                                                Herndon, Va

Senior NOC technician

·   Acted as the single point of contact for trouble reporting and status updates on CTBH, commercial and Type II circuits.

·   Ensured that TWC CTBH customers were notified of planned change activity that would impact their network.

·   Verified that all Netcool alarming and Granite documentation for new circuit turn-ups was active and accurate prior to approval and acceptance of the circuits on Sharepoint

·   Performed initial investigation of faults on trouble tickets entering the GNOC and coordinated restoration activities once determined that the trouble lies on the TWC network.

·   Troubleshot and assisted in the resolution of any network issues in a timely and cost efficient manner to meet the customer’s up time Service Level Agreement (SLA).

·   Performed remote testing via Net Analyst and JDSU for performance monitoring and intrusive testing of Ethernet circuits.

·   Documented technical procedures to assist GNOC in troubleshooting commercial services.

·   Addressed process breakdowns with regional peers and streamlined processes.

·   Interfaced closely with vendors, technicians and engineers to ensure turn up and restoration of various WiFi services (BelAir, Ruckus and Cisco).

 

September 2010 to June 2011  Midatlantic Broadband                                                 Chantilly, Va

Network Operations Analyst

·   Performed the day-to-day operational tasks associated with customer installation, surveillance and troubleshooting of MABB networks.

·   Monitored IP Network using WhatsUp Gold for our Cisco routers, Cisco switches, Cisco ASA, Firewalls, and Dslams.

·   Provided technical assistance to field technicians and engineers when on-site at a base.

·   Ensured client trouble tickets were maintained and escalated.

·   Followed pre-defined course of action in response to installs, alarms and customer inquiries.

·   Tested circuits, service features, trunking and equipment to make sure that they were operating effectively or to determine where a problem lied and the solution to the problem.

 

December 2003 to January 2011  Startec & Americatel Corporations                            Rockville, MD

NOC Supervisor

·              Trained and supervised NOC technicians, completed shift schedules, assigned technicians

      duties and responsibilities and accepted first level escalations.

·   Monitored IP Network using WhatsUp Gold for our Cisco 7200’s, 7500’s and 6509 routers, Sonus elements, Phoenix database and Media servers.

·   Troubleshot and repaired LAN/WAN; Serial and Ethernet; router outages.

·   Monitored all network and backbone equipment and resolved alarms or escalated outages.

·   Tested and troubleshot with the LEC or long haul providers for any OC3, DS3, T1 or SS7 outages.

·   Monitored network alarms for equipment, environmental, DS3, T1 and optical failures.

·   800 number administration including reserving, assigning and porting to/away from Startec as RESPORG via SMS.

·   Troubleshot 800 number issues by checking and making necessary changes with switch translations as well as internal (vendor specific) and external (SMS and 8MS) databases.

·              Analyzed LD traffic reports hourly and reacted to problem destinations by performing routing

      changes in the Nortel or Sonus Switch in order to improve quality or cost.

·              Opened trouble tickets and troubleshot all proactive or reactive VOIP or voice quality related issues.

·              Provided second level support for all customer service quality issues.

·              Generated daily traffic reports and provided resolutions for all destinations below benchmark.

 

June 2002 to December 2003    Startec & Americaltel Corporations                            Rockville, MD

Network Operations Technician

·   Performed routing changes via the Nortel GSP and Sonus switch to maintain ASR/AHT benchmarks.

·   Monitored network Feature Group D tandems, backbone DS3, Optical circuits and trouble shot them with IXC during failures.

·   ALT-Routed T1 circuits via TDACS during fiber cuts and outages.

·   Worked with national and international exchange carriers on inbound and outbound trouble tickets.

·   Monitored hourly fraud detection reports and deactivated ANIs as needed.

 

June 2000 to June 2002     Startec Global Communications           Rockville, MD

PBX administrator/engineer

·   Performed all programming including moves, adds, and changes needed on-site for all users connected to the Avaya Definity PBX Phone System; for software and hardware.

·              Maintained Audix Intuity voicemail system for 200+ users

·   Monitored and performed trouble-shooting of voice/data cables and wiring of all circuits originating and/or terminating in the PBX.

·   Performed voice cross-connects, including those associated with ISDN, voice T-1’s, analog trunks, modem lines, and digital phone circuits.

·              Built Trunk group translations and all ASR/AAR routing needed for outbound calling.

·   Built VDN and vector translations to support call center routing.

·              Performed upgrades and installation of multiple EPNs in Toronto and Vancouver.

·   Installed, maintained and trained users on the Avaya Call Management System; application used to monitor multiple call centers in multiple locations

 

December 1998 to June 2000    Startec Global Communications                                       Rockville, MD

Customer Service Support Center Supervisor

·   Helped the newly employed customer service representatives to become familiar with the products offered by Startec.

·              Trained agents on the procedures for handling customer complaints and the signup of new customers.

·   Monitored the call flow to Call Center via CMS and distributed split/skills to agents as needed to maintain benchmarks of queue hold times.

·              Monitored agents via service observe and performed evaluations weekly.

·              Worked with business clients and provided assistance/advice to their commercial needs.

 

REFERENCES

 

Available upon request