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Network Operations Center Analyst
NOC Analyst at NCDIT monitoring statewide 911 ESInet infrastructure and triaging 25–30+ incidents monthly under strict SLAs.
United StatesNetwork Operations Center Analyst at NCDIT
Monitors statewide 911 ESInet infrastructure via SolarWinds, triaging and documenting 25-30+ incidents monthly and escalating to Tier 2 under strict SLAs. Serves as primary point of contact for PSAP personnel during active incidents, delivering time-sensitive status updates and maintaining outage documentation.
SolarwindsIncident TriageSLA ComplianceNetwork MonitoringTCP IPSNMPServiceNowIncident DocumentationClient Communication
Monitored and maintained 5 production systems, following defined processes to enter and reconcile winning number data with accuracy and consistency. Conducted routine system audits to verify data integrity and identify discrepancies before they became issues.
System MonitoringData EntrySystem AuditingTroubleshootingProcess Adherence
Troubleshot and resolved desktop and laptop hardware and software issues, documenting activity in ServiceNow to minimize system downtime.
hardware troubleshootingSoftware TroubleshootingServiceNowDocumentation
Supported daily office operations and resolved basic IT issues, helping reduce downtime. Organized and tracked 15 service requests weekly, escalating complex issues and following through to resolution.
IT SupportService Request ManagementCustomer ServiceEscalation ManagementCoordination
Pursued an Associate of Applied Science in Computer Science at Wake Technical Community College.