Ticket Resolution Coordinator
February 2009 — Present
As a Ticket Resolution Coordinator I am responsible for filing and dispatching network trouble tickets for issues impacting large numbers of users. These issue can range from network outages to conflicts with custom software or hardware solutions and how they interact with the cellular network. Additionally my role involves coordinating the necessary teams and groups required to properly analyze, troubleshoot and ultimately resolve the problem as quickly as possible while maintaining written and verbal contact with the customer in order to set the proper expectation and effectively communicate the steps being taken to fix the problem.