Megan D. Hinnant
Network Operations Specialist
Tulsa, OK · (918) 555 0112 · name@example.com · linkedin.com/in/megandhinnant
Key Qualifications
EXPERIENCE
Seven years in network operations, five at tier two escalation
INDUSTRIES
Regional carrier, business fiber, wholesale transport
SPECIALTIES
Fault isolation, escalation management, outage communication, mean time to repair reduction
SYSTEMS
SolarWinds, ServiceNow, Cisco, Ciena, Salesforce
CREDENTIALS
Cisco Certified Network Associate; Information Technology Infrastructure Library foundation certificate
EDUCATION
Associate of Applied Science in telecommunications technology, Tulsa Community College
Executive Summary
Tier two network operations specialist on the night shift at a regional carrier, holding the escalation seat for transport, access and business customer faults. Seven years in a network operations center, and the person the rotation asks for when a ticket has bounced twice and the clock is running.
Signature Achievements
- Cut mean time to repair on tier two transport tickets from 4.8 hours to 2.9 across a full year on the overnight rotation.
- Held service level agreement performance at 99.2 percent on 340 business circuits, above the 98 percent contractual floor.
- Wrote the outage notification template now used centerwide, which ended repeat customer calls asking for status.
- Found a power feed fault behind six recurring alarms at one aggregation site that had been closed nine times as intermittent.
- Trained eleven new operations specialists on escalation criteria, and cut wrongly routed tickets by 37 percent in a quarter.
- Ran the operations bridge through an ice storm that took out 42 sites, restoring the last customer inside 31 hours.
Professional Experience
Network Operations Specialist, Tier Two
Osage Ridge Communications, Tulsa, OK 2021 to present
Overnight escalation seat in a network operations center covering Oklahoma, Kansas and north Texas for about 900 network elements.
- Take alarms and tickets escalated from tier one, isolate the fault and dispatch field or vendor support.
- Run the outage bridge, issue customer notifications and keep the incident record current in ServiceNow.
- Track service level agreement clocks on business circuits and flag any ticket at risk before it breaches.
- Hand over open incidents to the day shift with a written summary of what has been tested and ruled out.
Network Operations Technician
Red Fork Telecom Services, Broken Arrow, OK 2018 to 2021
Tier one monitoring for a managed services provider supporting 220 business customers.
- Monitored alarms in SolarWinds and opened tickets against a fifteen minute acknowledgment target.
- Performed first line testing on circuits and remote resets before escalating.
- Kept the customer contact and site access records accurate so dispatch never lost time at the door.
Licensure and Certification
Cisco Certified Network Associate
Information Technology Infrastructure Library foundation certificate
Education
Associate of Applied Science in telecommunications technology, Tulsa Community College, 2018
Core Skills
Fault isolation · Escalation management · Outage bridges · Service level agreement tracking · SolarWinds · ServiceNow · Customer notification · Shift handover · Vendor dispatch