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TH@tylerhicks
Expert in telecom network customer care/communications and problem-solving
United StatesAs a seasoned telecom professional, I leverage my expertise in customer care and problem-solving to drive excellence in service delivery. With a strong background in network engineering and technical support, I excel in fast-paced environments, prioritizing tasks to meet deadlines and ensuring customer satisfaction.
Throughout my career, I have developed a unique ability to work closely with cross-functional teams, providing white-glove service to customers and driving automation to create efficiencies. My technical expertise spans firewall design, DNS, and network devices, with a strong focus on troubleshooting and repair.
I am a team player who takes initiative to maintain excellence in service, recognized by management for my professional approach and commitment to delivering high-quality results.
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Work history, roles, and key accomplishments
TIT-Mobile, Inc.
Aug 2020 - Sep 2023 (3 years 1 month)
Responsible for automation correction and pre-production support for firewall policy requests and large policy migrations. Worked closely with Project Managers to meet SLAs and deadlines, and ensured internal customers were satisfied with deliverables and services.
Sprint Corporation
Aug 2016 - Aug 2020 (3 years 11 months)
Provided Tier 3 technical support for Juniper firewalls, Palo Alto firewalls, Secure 64 and Infoblox DNS Servers, and Cisco firewalls, routers, and switches.
Ericsson, Inc.
Apr 2014 - Sep 2016 (2 years 5 months)
Provided Tier 2 technical support for Huawei, Motorola, and Samsung cell sites in the Clearwire network.
Ericsson, Inc.
Jan 2013 - Apr 2014 (1 year 3 months)
Provided Tier 2 technical support for CDMA and Nextel National Transport Network Cisco routers and switches.
Ericsson, Inc.
Oct 2011 - Jan 2013 (1 year 3 months)
Responsible for alarm surveillance, event management and troubleshooting support for Sprint's SS7 network.
Ericsson, Inc.
Jul 2011 - Oct 2011 (3 months)
Monitored and troubleshoot cell site issues within Sprint’s CDMA network.
Degrees, certifications, and relevant coursework
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