Joel Underwood
Support Manager
- Role
- Analyst Iii, Service Assurance at GCI Communication Corp.
- Location
- Aurora, CO, US
- LinkedIn followers
- 500 followers
Experience
Analyst Iii, Service Assurance
Dec 2022 — Present · Anchorage, AK, US
Lead and manage problem management initiatives to identify, prioritize, and resolve critical service issues, ensuring minimal impact on customer experience.• Develop and implement problem management strategies and procedures, resulting in a significant reduction in recurring incidents and improved service reliability.• Analyze incident trends and patterns to proactively identify root causes and prevent future service disruptions, utilizing data-driven insights.• Collaborate with cross-functional teams, including IT operations, engineering, and support, to facilitate the timely resolution of complex service problems.• Conduct thorough post-incident reviews and document lessons learned to enhance problem resolution efficiency and prevent service recurrence.• Act as a subject matter expert in problem management, providing guidance and mentorship to junior analysts and stakeholders.• Facilitate problem management meetings and workshops to drive collaboration, identify improvement opportunities, and promote a culture of accountability.• Communicate effectively with internal and external stakeholders, including senior management and clients, to provide regular updates on problem resolution status and initiatives.
Education
Pickens Technical College
Not yet completed, Electronics
1996 — 1998
Skills
- Internet Protocol Suite (Tcp/Ip)
- Cisco Systems Products
- Switches
- Troubleshooting
- Managed Services
- Voice Over Ip (Voip)
- Routers
- Call Centers
- Ip
- Sip
- Lan-Wan
- Networking
- Mpls
- Disaster Recovery
- Wan
- Process Improvement
- Internet Protocol (Ip)
- Wireless Networking
- Business Process Improvement
- Management
- Multiprotocol Label Switching (Mpls)
- Computer Network Operations
- Vendor Management
- Tcp/Ip
- Customer Service
- Wireless
- Team Leadership
- Voip
- Data Center
- Telephony
- Technical Support
- Servers
- Telecommunications
- Wireless Technologies
- Cisco Technologies
- Leadership
- Contact Centers
- Session Initiation Protocol (Sip)
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