Jasmine Oliphant

Experience

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  SPAWAR

  Jun 2011 - Jul 2012

  Science and Engineering Apprenticeship Program (SEAP) Research Intern
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  American Society for Engineering Education

  Jun 2015 - Aug 2015

  Navel Research Enterprise Internship Program: SPAWAR IT Research Intern

  · Worked with Information Assurance Professionals for research and presented new DoD approved chat client for the Defense Integrated Facility (DIF)· Created virtual machines, configured software, and managed connectivity from a remote desktop server to a separate domain for the new chat client· Programmed Marine tactical radio channels, modes and system presets to communicate with the AAV radios

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  Best Western® Hotels & Resorts

  Sept 2015 - Dec 2016

  Guest Service Representative

  · Provided excellent customer service while handling all check-in and check-out tasks· Used NiteVision database software to book and manage online and phone reservations· Maintained updated records of bookings and payments by taking inventory of rooms available and balancing cash accounts. Upselling additional facilities and services, when appropriate.· Manage housekeeping staff to ensure all rooms are clean to accommodate guests’ needs

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  University of South Carolina

  Oct 2015 - May 2016

  Desktop Support Assistant

  · Installed, organized, tested, maintained, and troubleshot end-user workstations and interrelated hardware and software· Carried out on-site analysis, identification, and resolution of problematic desktop issues · Deployed and Updated Programs· Installed and Configured Networks

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  Keenan Suggs Bowers Elkins

  May 2016 - Dec 2016

  Information Technology Assistant

  · Installed, organized, tested, maintained, and troubleshot end-user workstations and interrelated hardware and software· Carried out on-site analysis, identification, and resolution of problematic desktop issues· Deployed and Updated Programs· Installed and Configured Networks· Maintained the company Intranet, AMS360 software, and databases

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  Cisco

  Jan 2017 - now

  · Consistently identified root causes of malfunctions in Bank of America’s enterprise/branch network and resolved multiple Problem Management Chronic, Cause, RCA, and Known Error tickets that are escalated from customers, partners, and other engineers. Provide detailed RCA report to the customer within SLA agreement. · Collaborate with Senior Level Bank of America Service Managers and NOC Focal Engineers, to investigate, recreate, prioritize, remediate and resolve enterprise-level network issues· Engage and communicate with Service Providers to escalate and investigate carrier-related network outages. Facilitate Vendor Meets with Cisco Partners and Carriers to perform remote WAN troubleshooting · Leading Bank of America Cisco Problem Management team into the adoption and deployment of predictive analytics by developing and maintaining Splunk dashboards to isolate trends, anomalies, outliers, and patterns in Bank of America’s Network. · Manage, track, and facilitate Senior Leadership’s ticket reduction initiative. Daily Interlocks with Day 2 Operations, Event Management, and Tier 3’s to identify and remediate areas of vulnerability in the network· Created, implemented, and manage the recently developed Proactive PM Process for Bank of America which will be distributed across the Global Cisco Problem Management Organization· Implemented process improvement in the NOC’s ticket handling which led to a 28% decrease in submitted Problem Investigations (PBIs) and allowed for a 22% increase in PBIs resolved semiannually. Successfully sharing this data story with Bank of America, which led them to push for process adoption in other technology areas. Show less · Monitored and escalated Customer Assurance Program Requests to the Command Center· Performed Quality Assurance ticket handling reviews to ensure the Network Operations Center is meeting SLA’s, providing adequate customer support, and efficiently resolving networking issues· Focused on Process Management by participating in enhancements to DA’s ticket review tool (ADS) through the use of PHP, JavaScript, and MySQL. Improved the tracking of CMS UDF Customer Coverage with the use of SmartSheet· Gained insight on SSR, Change Management, GNOC Council, and Knowledge Management through information sessions Show less

  • Techncial Solutions Specialist

    May 2022 - now

  • Problem Manager | TCE | Bank of America’s Day 2 Operations Problem Management Team

    Oct 2017 - May 2022

  • Jr. Problem Manager | CaaS Problem Management Team

    Aug 2017 - Oct 2017

  • Customer Support Engineer | Delivery Assurance Team

    Jan 2017 - Jul 2017