Krystal Garcia

● Analyzed 25+ incidents daily using known data and network parameters to identify common operational and technical problems related to rPHY and virtual CMTS devices, resulting in a 20% reduction in average incident resolution time over six months.
● Monitored, detected, and analyzed network events to ensure the upkeep and maintenance of existing products and services for the National Distributed

● Acted as the first point of contact in the Central Division for the CBR8 to Xi Migration project, facilitating field resources and monitoring the network before, during, and after migration, resulting in a seamless transition with zero downtime.
● Led the onboarding and trained newly hired Network Technician I employees, resulting in a 30% reduction in training time and a faster integration of n

● Provided remote assistance for hardware replacements and acted as an escalation point for advanced services for the Central Division Network Service Desk, resulting in a 20% decrease in average resolution time for escalated incidents.
● Resolved outage events and maintained ticketing queue utilizing BMC Remedy Ticketing System, achieving a 25% improvement in ticket resolution efficiency, leading

•Analyzed and addressed critical errors in market health reports, significantly enhancing plant functions across challenging nodes, thereby boosting regional service quality by 20%.
•Proactively managed and resolved customer-impacting outages, coordinating swiftly with fix agents to surpass SLA targets by 15%.
•Utilized surveillance tools to identify/escalate network issues

Managed communication and problem resolution for network outages, significantly improving response times and customer satisfaction during critical incidents.for efficient problem resolution.