Resume

Melinda Hollis

Independence, MO 64052 | 816-645-0936 | mghollis38@msn.com

Operations Technician | Network Support Technician

Attentive Network Support Technician familiar with user support and root cause analysis. Knowledge of troubleshooting operations and dedication to see issues through to the end. Quick thinking team player with experience in achieving customer service satisfaction through problem resolution. Pursuing new professional challenges with a growth-oriented company.

Certifications

  • CompTIA Cloud+ (Certified)
  • CompTIA Network+ (Certified)

Education

  • Harding University | Bachelor of Arts | Searcy, AR

Professional Experience

07/2018- Present       CenturyLink, New Century, KS

Operations Technician           

  • Troubleshoot and resolve LAN/WAN performance, connectivity and related network problems
  • Proactively monitor, respond to, and resolve network alarms using the Remedy ticketing system.
  • Analyze, test and repair Layer 2/3 network problems using Alcatel, Juniper and Cisco routers, and assess utilization data using Cricket
  • Perform circuit and equipment/network restoration, recognize potential jeopardy conditions and notify management with risk potential and impact assessments
  • Interact with fiber vendors, telecom providers and other entities on complex technical matters
  • Trained 7 people in processes, procedures, and technologies such as Alcatel, Juniper, and Remedy.
  • Maintain a high level of documentation on each stage of the trouble shooting process.
  • Developed training documentation for specific network types.

Key Project:

  • Long term project monitoring a critical watch client, to asses and maintain a higher standard of connectivity, in which multiple problems have been identified. Daily monitoring in order to provide a faster response time for outages, and a faster analysis of root-cause, and maintaining excellent customer service.

01/2018- Present       East Independence Church of Christ, Independence, MO

Network Administrator          

  • Recommended network security standards and architectural improvements to management.
  • Implemented recommendations by rebuilding the network to improve access by 300%
  • Maintain all IT hardware including switches, firewalls, Access Points, access control, IoT devices, etc.
  • Administered the operation of all LAN/WAN and WLAN technologies, including LAN/WAN security, antivirus and spam control measures.
  • Network subject matter expert for all network projects for the church.
  • Network hardware maintenance, including diagnosis and resolution when needed.

03/2017- 06/2018      Bed Bath & Beyond, Independence, MO

Customer Service Representative      

  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot by asking open-ended questions to assess needs, and locating desired items
  • Assisted a team of 6 to stock $10K to $30K of freight daily
  • Focused on safety, organization, & store profitability.

Soft Skills:

  • Proficient with Microsoft Office (Word, Excel, PowerPoint, Publisher)
  • Troubleshooting software and hardware issues
  • Documentation and training
  • Working towards compliance with applicable security policies; i.e.: PCI, HIPAA, FERPA, GLBA, GDPR
  • Communication with multiple departments
  • Strong team-player
  • Organized and professional demeanor
  • Solid critical thinking/analytical and problem-solving skills.
  • Experienced in problem analysis and providing options to solve problems
  • Determined researcher

Affiliations

  • Women in Technology, Kansas City
  • (ISC)2 – Kansas City Chapter
  • KC Women In Technology

Key Focuses: Hardware, Troubleshooting, Problem Resolution, Software, Communication, Documentation, Computer Components, System Support, Management, Software and Hardware Technology, PC

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