Open to opportunities

Nicole Holmes

@nicoleholmes1

Message

Enterprise Technical Support at T-Mobile; resolved BillPay issues with 95% first-contact resolution.

United States

Message

At e-Team, I supported banking BillPay software and SaaS applications, troubleshooting transaction errors, authentication, and connectivity issues. I achieved 95% first-contact resolution and documented defects to support root-cause analysis.

At T-Mobile, I provided enterprise technical support for device, software, network, and account-access issues. I managed approximately 40 support tickets per day, documented resolutions, and escalated complex incidents against SLA requirements.

At AT&T Mobility, I monitored wireless network incidents and analyzed SS7 call traces, alarms, and logs to help isolate faults. I also implemented network configuration changes and software upgrades using documented procedures.

Experience

Work history, roles, and key accomplishments

Current

Part-Time Customer Experience Coordinator

Current

TJMaxx

Sep 2026 - Present (2 months)

Coordinate front-end operations, resolve escalated customer issues, and support accurate point-of-sale transactions during peak periods. Coach team members on POS workflows, operational procedures, and customer-service standards.

Customer Service Point of Sale Team Coaching Operations Coordination

Current

Autonomous Vehicle Operator

Current

TaskUs

Feb 2026 - Present (9 months)

Monitor vehicle systems and operational conditions; document incidents, system behavior, and safety-related events accurately. Respond to unexpected operational events, evaluate risk, and coordinate timely incident communication.

Vehicle Systems Incident Documentation Risk Assessment Communication Skills

Enterprise Technical Support

T-Mobile

Dec 2024 - Aug 2025 (8 months)

Provided enterprise technical support for business customers experiencing device, software, network connectivity, internet gateway, SIM provisioning, and account access issues. Diagnosed and resolved incidents by phone, documented troubleshooting steps, and escalated complex issues per SLA requirements.

Technical Support Troubleshooting SLA Compliance Incident Management Ticketing Systems

Operations & Systems Support Lead

Aging with Care of Georgia

Aug 2022 - Nov 2024 (2 years 3 months)

Led implementation and improvement of electronic medical record (EMR) workflows for client records, care plans, onboarding, and service documentation. Created standard operating procedures, training documentation, and reporting processes to improve consistency and data quality.

EMR Systems Workflow Implementation SOP Development Training Data Quality

Software Support Analyst

e-Team

Nov 2021 - Aug 2022 (9 months)

Supported banking BillPay software and SaaS applications, troubleshooting transaction errors, dashboard functionality, authentication, and backend connectivity; achieved 95% first-contact resolution. Reproduced application defects, documented findings, and collaborated with developers for root-cause analysis.

SaaS Support SQL Defect Reproduction Root Cause Analysis Ticketing Systems

Implementation Engineer

AT&T Mobility

Jan 2014 - Oct 2018 (4 years 9 months)

Implemented telecommunications network configuration changes, software upgrades, and production maintenance using documented change procedures. Partnered with NOC personnel to investigate incidents and manage service requests in Remedy.

Network Configuration Change Management Remedy Incident Management

Network Support Analyst

AT&T Mobility

Mar 2008 - Jan 2014 (5 years 10 months)

Monitored and troubleshot wireless network incidents including dropped calls, call failures, signaling errors, routing issues, and service degradation. Analyzed SS7 call traces, alarms, logs, and network data to isolate faults in switch, signaling, and connectivity environments.

SS7 Sigtran TCP IP VoIP Network Troubleshooting Remedy