Maryetta Nikki Habib

6005 Rosebud Lane

Apt# 201

Centerville,VA 20121-5180

571-271-1852 cell

E-mail: Nikki_Habib@yahoo.com

 

 

 

 

 

 

CLEARANCE  - EXPIRED 12AM  29 MARCH 2015

TS/SCI w/FSP

 

CERTIFICATION

INFOSEC for System Administrators

 

 

 

OBJECTIVE

To obtain a stimulating and challenging position that will utilize my extensive knowledge, skills and abilities in Information Technology, Telecommunications and Customer Relations.

 

 

 

PROFESSIONAL EXPERIENCE

 

Help Desk Technician – General Dynamics Information Technology - August 2012 – March 2013
 

·               Perform diagnostics

·               Isolate performance issues

·               Determine source of error

·               Resolve customer issues

·               Provide password resets for domain users

·               Provided new accesses

·               Issued trouble tickets

·               Escalate urgent issues

·               Provide customer feedback

·               Maintain related history records and resolution

·               Maintain accuracy of help desk database

·               Assist peers when requested

 

 

 

 

 

 

 

 

Service Desk Analysis – Criterion Systems - July 2011 – August 2012

 

·               Perform diagnostics

·               Isolate performance issues

·               Determine source of error 

·               Resolve customer issues

·               Provide password resets for domain users

·               Provided new accesses

·               Issued trouble tickets

·               Escalate urgent issues

·               Provide customer feedback

·               Maintain related history records and resolution

·               Maintain accuracy of help desk database

·               Assist peers when requested

 

 

Telecommunications Draftsmen – SOTERA Defense Solutions, Inc – March 2011 - April 2011

 

·          Documents telecommunications circuits for voice and data premises distribution systems.

·         Create spreadsheet that conveys information on drawing and relates it to the spreadsheet

·         Perform routine QA checks of work done

·         Perform troubleshooting of network systems (occasionally)

·         Create cabling run list to satisfy requirements for new and existing circuits

·         Assist installers, Program Managers, LAN-SIT techs when needed

·         Knowledge of multiplexers, modems, cables, connector types, and common data  

      interface standards.

             

 

Customer Account Manager – NBS Enterprise  –  April 2010 – October 2010

 

·               Implements Customer Relationship Management (CRM) by conducting all activities to increase customer reliance on Telecommunications provider

·               Conduct customer meetings on and off site

·               Create customer agenda issues report to be resolved at weekly meetings

·               Create customer telecommunications service progress reports

·               Investigate and research customer services for accuracy

·               Perform initial provisioning of customer telecommunication services

·               Provide customer with VISIO drawings of services upon request

·               Exercises independent judgment in determining new business courses of action for customer requirements 

 

 

 

 

 

 

 

Specialist Engineer – Network Implementation Engineer – VERIZON Business - July 2006 – April 2009

·               Coordinated circuit activity with the Field Technicians

·               Designed disconnect equipment orders for the Field Technicians

·               Performed initial provisioning of Voice Over Internet Protocol (VoIP) for 911 Diverse Routing circuits in Tampa , Fl, Newark N.J. and Newbrunswick, N.J.

·               Member of Dial Access Network (DAN) Hub closure team. Researched circuits and issued disconnect orders to support corporate line cost savings.

·               Trained personnel on corporate provisioning systems

 

 

Planning Engineer - Circuit Designer III – UUNET / WORLDCOM, MCI – July 2000 – July 2006

 

·               Developed provisioning procedures for Gigabit Ethernet and Channelized circuits nationwide

·               Performed all initial provisioning of DS3, OC12, Gigabit Ethernet and Channelized circuits nationwide

·               Trained personnel on quality provisioning of DS3, OC12, Gigabit Ethernet and Channelized circuits

·               Performed all initial provisioning and testing of DS3 circuits using Lucent switches as well as Cisco Routers

·               Mastered circuit restoration, fault isolation, quality control testing, performance monitoring, and status reporting

·               Coordinated installation and troubleshooting efforts of technicians nationwide

 

 

Customer Service Specialist 6 - AT&T  Corporation - December 1997 – July 2000

 

·               Consulted by other AT&T work centers as the resource for the bill and payment process

·               Reported accounts receivable, revenue, and bill cycle information to data center, system support, finance, work centers, and  customers

·               Responsible for accurate records in bank and AT&T records

·               Managed booking and posting, of corporate revenue

 

 

Customer Service Specialist 5 - AT&T Corporation – August 1992 – December 1997

 

·               Managed numerous DOD and civilian accounts for agencies on the FTS2000 Network

·               Coordinated and attended customer meetings regarding massive nationwide re-alignment requirements

·               Conducted presentations on and off site

·               Created special customer reports

·               Coordinated scheduling of service dates and testing for turn-up acceptance with the customer

·               Planned and implemented most efficient billing structure with customers

·               Developed and performed procedures for training personnel on FTS2000 Billing Hierarchy, coding, and  research

 

 

 

 

Circuit Assembler - AT&T Corporation - December 1983 - July 1992

 

·               Member of the Headquarters Quality Improvement Team which resulted in a reduction of rework by 50% and provisioning cost reductions of 25%.

·               Developed and implemented training methods for assembly of T1.5/T45 plans and designs

·               Critiqued corporate training manual before distribution

·               Designed Circuit Word Document for T1.5 and T45 carrier

·               Coordinated and completed numerous special technical projects

·               Considered the in-house subject matter expert

 

 

EDUCATION

U.S. Army

Northern Virginia Community College - Business Management Courses

National Institute of Real Estate

National Institute of Paralegal Training

WORLDCOM University - Technical education classes

Extensive training in over 80 technical, billing and systems courses through AT&T, UUNET, WORLDCOM, MCI and Verizon education classes

 

AWARDS

Verizon Ovation

MCI Stellar Restoration

WORLDCOM Star Performer

WORLDCOM Ovation

AT&T Employee of the Month

AT&T Rainbow Awards for Customer Satisfaction

Numerous Customer letters of appreciation

 

HIGHLIGHTS OF SKILLS

·               Self-motivated individual

·               Able to multi-task, prioritize and highly organized

·               Adaptable to the changing needs and direction of the organization

·               Excellent verbal and written communication skills

·               Analytical problem solving skills

·               Enthusiastic learner and go-getter

 

Operating Systems

·               Microsoft Alta Vista, Microsoft 2007, Microsoft XP, Windows NT, Windows 98, UNIX (Solaris)

Software

·               Reflection X, Remedy, View AutoCAD, View HUB Drawings, Microsoft Office, Lotus Notes, VISIO and Hummingbird

Databases

·               NETPRO, NETCOM, TCOMS, MECCA, IBS, F&E,

·               NAVISCORE, 3270 EMULATOR, TIRKS, ACMS and SOTS