Anita Jesena

Current

Implementations Manager at NeuStar

Past

Technical Support Analyst at NeuStar
Network Operations Analyst for the Motorola Good Technology Group at R Systems
Technical Support Analyst for the Motorola Good Technology Group at R Systems

Authorization Representative at Old Republic Home Protection
Technical Consultant at MaxSpeed
Network Escalation Technician at Excite@Home
Helpdesk & Executive Escalation Agent at Excite@Home
Technical Support Representative at Excite@Home
Jr. Network Administrator / Desktop Support at DeVry University

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6 more...

Education

DeVry University - Fremont, CA
El Camino High School

Recommended

4 people have recommended Anita

Connections

189 connections

Industry

Information Technology and Services

Websites

Anita Jesena’s Experience

Implementations Manager

NeuStar

(Public Company; NSR; Telecommunications industry)

February 2009 — Present (10 months)

• Function as the liaison between customer service, sales, billing, and contract teams. This role requires the ability to grasp ownership of the customer’s needs, the product, and the technologies.
• Share feedback and make suggestions with the sales team to help improve future user experience and customer satisfaction.
• Manage many aspects of customer implementations: reporting, deployment, documentation, training, and follow-through.
• Research, respond, track, and close the loop on all technical and customer related issues while providing the highest level of service and professionalism.
Technical Support Analyst

NeuStar

(Public Company; NSR; Telecommunications industry)

February 2008 — February 2009 (1 year 1 month)

• Responsible for primary assistance of Technical Support/NOC representatives with customer support/network operations tickets for the UltraDNS and WebMetrics divisions.
• Develop and lead implementation processes for product solutions defined by the Neustar Ultra Services Marketing Department.
• Lead and coordinate helpdesk activities to increase the effectiveness of the support department and to maintain the established department goals.
• Managing process of escalation within organization in accordance with Technical Support.
Network Operations Analyst for the Motorola Good Technology Group

R Systems

(Public Company; BSE, NSE; Information Technology and Services industry)

December 2003 — January 2008 (4 years 2 months)

• Interface with internal/external customers on operational issues by dispatching on-call engineers, facilitating communication and driving resolution to events via standard operating procedures.
• Perform pro-active network status and health checks as part of normal surveillance activities.
• Audit log and turnover for shifts to verify accuracy of data is valid and outstanding issues are documented.
• Initiate, update, track, and close network trouble tickets.
• Review, validate, and address all alerts in a timely manner to resolve all service impacting events.
• Monitor system and service availability through utilization of industry standard NOC tools (i.e. Netcool, BigBrother, ISM, Spotlight, Cacti, Scopus, Keynote, and Solaris Monitoring)
Technical Support Analyst for the Motorola Good Technology Group

R Systems

(Public Company; Information Technology and Services industry)

November 2003 — January 2008 (4 years 3 months)

• Maintain a superior level of technical knowledge and skill in accordance with pertinent technology evolution.
• Remedy issues for Administrators and End users by providing technical aid for their enterprise client/server environments as they relate to the GoodLink Server product (www.good.com), Exchange, Active Directory, Outlook, Palm HotSync, Microsoft Active Sync, and IP enabled Handheld devices (i.e. Treos and Pocket PCs)
• Isolate and diagnose message flow through the Good Technology data center when communication breakdown occurs.
• Develop and maintain documentation on procedures utilized within the Operational environment
• Monitor both system and network performance through the use of various network management tools and ticketing/ Customer Relationship Management (CRM) systems (i.e.: Contactual and Oracle Applications)
• Participate in project team activities (i.e.: documentation and training sessions) prior to release of new corporate wireless solutions and devices.
Authorization Representative

Old Republic Home Protection

(Public Company; Real Estate industry)

October 2002 — October 2003 (1 year 1 month)

• Provide over the phone customer support to agents, contractors, and homeowners calling in regards to a claim.
• Process service requests, work orders, reimbursements, purchase orders, authorizations, and denials as stated in the home warranty plan.
• Resolve difficult conflicts over sensitive or complex issues in regards to plan coverage in an efficient and timely manner.
• Supply quick fix tips when applicable to help the homeowner get the issue resolved instantly without the need for an appointment or payment for a service fee.
Technical Consultant

MaxSpeed

(Privately Held; Computer Hardware industry)

July 2002 — July 2002 (1 month)

• Review and revise the server installation manual and CD for Maxspeed Management Software (MMS) thin-client server software
• Maxspeed embedded Windows XP and Linux thin-client terminals, and third-party dependent software packages.
• Verify accuracy of MMS and Maxterm thin-client implementation documentation.
• Prepare a Windows 2000 server to become a MMS system by installing MySQL, Java 2, and Tomcat to the machine.
• Exercise each step described in the manual for installation and implementation of thin-client terminals with the MMS; check for inadequate specifics in the documentation, recommending changes when appropriate.
• Perform re-imaging of remote Windows and Linux based thin-clients via the MMS.
Network Escalation Technician

Excite@Home

(Public Company; ATHM; Internet industry)

October 2001 — February 2002 (5 months)

• Investigate and monitor problems involving network connectivity, IP routing or network applications by using available tools and manually gathering information, for a network that supported over 4 million customers.
• Collaborate with operation groups such as IT-OPS, NOC, and Server Administration to help resolve network issues.
• Ensure proper Tier II documentation by developing and maintaining escalation procedures designed to direct agents on how to properly document, resolve, and escalate tickets.
• Examine tickets from over 2000 technicians and cable partners in over 5 call centers to determine the correct path and priority for ticket escalated.
Helpdesk & Executive Escalation Agent

Excite@Home

(Public Company; ATHM; Internet industry)

October 2000 — September 2001 (1 year )

• Coach the Tier II and outsource centers (Stream Beaverton, Stream Dallas, Sykes Klammoth Falls) on @Home technical support products and processes to ensure world class support for all customers.
• Define, build, and maintain processes (writing and updating KB articles and the escalation guide) to bring all customer cases to a resolution in a timely and cost efficient manner.
• Serve as a resource for Technical Support Representatives with questions through the help line and @Home IRC channels, and provide “self-help” ideas where appropriate.
• Communicate and assist MSO organizations that call with issues and questions relating to tools, network performance, and specific customer needs.
• Communicate effectively and provide a solution for the more difficult customers whose cases have been forwarded to the executive escalation queue.
Technical Support Representative

Excite@Home

(Public Company; ATHM; Internet industry)

June 2000 — October 2000 (5 months)

• Exercise specialized knowledge acquired through a month of classroom and on the job training.
• Document all actions taken towards resolving customer issues using Remedy v4.0 and Scopus.
• Apply the use of monitoring tools to troubleshoot, diagnose, resolve, and pinpoint causes of active customer issues.
• Reference various outage boards, periodicals and online information in regards to current network news and technical aspects to ensure "first-call resolution" for the customer.
Jr. Network Administrator / Desktop Support

DeVry University

(Public Company; DV; Higher Education industry)

July 1998 — February 2000 (1 year 8 months)

• Maintain approximately 500 NT workstations with approximately 1000 end users.
• Specialize in the maintenance of personal computer systems and related equipment including hardware, software, configuration, backups, updates, and patches.
• Provide technical assistance and advice to users as needed.
• Perform root-cause analysis and resolution in first level hardware, network, software, and operating systems support.