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Work experience

Jul 2007Present

Command Center Specialist II

PNC Bank

Perform remote troubleshooting and problem determination on network servers and equipment. Create, update, and escalate incident records. Communicate with management and line of business on the status of high impact incidents and troubleshooting results. Maintain current configuration, support documentation and best practices. Coordinate the activities of telecom vendors and onsite support personnel on branch incidents. Conduct high level analysis and reporting on incident records. Assist with projects. Involved with creating ways to improve processes/quality and reduce costs. Converse with Telecommunication vendors regarding outages.

Oct 2001Jul 2007

Network Services Provisioner II

Daily circuit and services troubleshooting and problem-solving, constant spreadsheet maintenance and organization, preliminary order administration, statistics and data collection, orchestrate customer de-conversions and provide superb customer service

Jun 2000Oct 2001

Network Control Operator

Troubleshooting and problem-solving for device hardware faults, dispatch vendors for repairs, provide excellent customer service via phone, escalated major network issues and communication failures in a timely manor and volunteered to help pull cables with the Network Operations Center.


May 2005Mar 2007


Brown Mackie College - Cincinnati

Relevant Courses: Professional Development, Business Communications, Introduction to Microcomputers, CompTIA A+ Core Hardware and OS Software, MCSE training



Relevant Courses: Effective Public Speaking, Pre-Calculus


Personal Development, Continuing Education, DIY, Home/Office Organization, Personal Finance, Retirement Planning, Pursuing New Interests