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numba runna

@numbarunna

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NOC operations professional at SHENTEL who resolved escalated fiber, broadband, VoIP, and connectivity issues.

United States

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At SHENTEL, I supported fiber, broadband, VoIP, managed services, and Wi-Fi troubleshooting for residential and business customers. I investigated outages, provisioning failures, call issues, and ONT connectivity problems while meeting SLA targets.

I partnered with field technicians and Tier 1 support to resolve escalated network, provisioning, routing, and connectivity issues. Before that, I resolved internet, cable, voice, modem, and Wi-Fi issues as a Technical Support Representative at SHENTEL.

My experience also includes elite-tier Xbox hardware support at SYKES (Xbox Support) and NOC operations and technical support across telecommunications. I hold an Associate of Arts in Information Technology from University of Phoenix.

Experience

Work history, roles, and key accomplishments

Network Engineer / NOC Operations Support

Shentel

Jan 2023 - Mar 2026 (3 years 2 months)

Supported fiber, broadband, VoIP, managed services, and Wi-Fi troubleshooting for residential and business customers. Partnered with field technicians and Tier 1 support to resolve escalated network, provisioning, routing, and connectivity issues.

Fiber Broadband VoIP Managed Services Wi Fi Troubleshooting Network Monitoring Incident Management Escalation Management Technician Coordination Metaswitch MetaView Explorer Calix Microsoft Teams Ticketing Systems

Technical Support Representative

Shentel

Oct 2019 - Jan 2023 (3 years 3 months)

Resolved internet, cable, voice, modem, and Wi-Fi issues while providing clear and professional customer support. Troubleshot connectivity and service issues, documented findings, and escalated complex problems to appropriate technical teams.

Internet Cable Voice Modem WiFi Troubleshooting Customer Support Documentation Escalation Management

Upfront Review Clerk

Lincare

Nov 2017 - May 2019 (1 year 6 months)

Reviewed patient documentation and insurance requirements to ensure orders met coverage and processing guidelines. Verified information for accuracy and worked with internal teams to resolve documentation issues.

Documentation Review Insurance Verification Data Accuracy Teamwork

Hardware Elite Specialist

Sykes

Jul 2016 - Nov 2017 (1 year 4 months)

Provided elite-tier technical support for Xbox hardware, accessories, connectivity, and troubleshooting issues. Worked with customers and internal teams to diagnose hardware problems and drive issues to resolution.

Xbox Hardware Technical Support Troubleshooting Customer Service problem resolution

Team Lead

Startek

Oct 2012 - Jun 2016 (3 years 8 months)

Provided floor support and coaching for customer service representatives while assisting with escalations. Supported supervisors with training, daily operations, performance improvement, and service-quality goals.

Team Leadership Coaching Escalation Management Training Performance Improvement Customer Service