Lawrence Smith

Experience

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  Northfield Mount Hermon School

  Sept 2003 - Aug 2005

  Help Desk Support

  - Worked as a technical support analyst providing technical support to the user community and dealing primarily with software and networking issues.

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  Sovereign Bank

  Apr 2005 - Aug 2006

  Customer Service Representative (Bank Teller)

  - Worked as part of a special rotational teller training program - Provided customer service support for four different branches and relief for permanent tellers on medical or vacation leave. - Open and closed cash box- Handled all monetary transactions- Entered all updated and new information onto the Sovereign company software and report any discrepancies to site Branch Manager.

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  Babson College

  Jun 2006 - Aug 2006

  Help Desk Intern of Information Technology and Services Department

  - Worked during June, July, and August both checking the phone and network connections of the dormitories and filling in at the Help Desk when needed. - Provided tech support to 30+ students on a daily basis trouble shooting all campus software issues.- Handled all hardware support issues providing advice and new information - Traveled dorm to dorm in support of all phone line trouble shooting issues- Registered all complaints and supporting tickets to the campus tech software data base. Show less

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  Quincy College

  Mar 2008 - May 2009

  Peer Tutor

  - Worked for English department assisting with Advanced ESL Students.

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  TSL

  Jun 2012 - Jun 2012

  Business Development Specialist

  Working with a Program Manager to establish Business Development campaigns for promoting the client’s products and services to prospect companies while identifying opportunities for sales and effectively presenting the key features and advantages of the company products to secure new business.

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  Granite Telecommunications

  Jul 2012 - Feb 2025

  - Conduct thorough quality assessments of incoming and outgoing tickets to ensure compliance with established standards and protocols- Analyze ticketing and call data for trends, issues, and areas for improvement- Collaborate with cross-functional teams to identify process inefficiencies and recommend solutions to enhance ticket handling and resolution- Identify data quality issues and work collaboratively with stakeholders to resolve them- Ensure compliance with internal policies and external regulations regarding ticket management Show less - Departmental management and ownership of all “On Net” services, including maintenance of Cisco/Adtran routers, Meraki/Bluesocket WiFi, SD-WAN technologies, MetaSwitch IP phones and SIP products- Maintaining the efficiency, ethics, and morale of representatives of the Granite NOC- Managing higher level escalations and serving as the intermediary for requests from high-profile customers to ensure service satisfaction- Creating, implementing, and strengthening NOC policy and procedure- Coordinating knowledge and advancement opportunities for NOC reps- Managing a team of seven with all the responsibilities and capabilities of the “NOC Team Lead” position and below. Show less - Maintaining the responsibilities of a Senior T1 Repair Analyst- Managing high-level, high-exposure issues with personal responsibility for their resolution.- Operating as interim-supervisor when the acting supervisor is out of the office.- Assisting in the creation and modification of NOC policy and procedure.- Training new NOC and Network Operations team members.- Coordinating technical interdepartmental communication.- Diagnosing and troubleshooting Granite managed Cisco and Adtran networks from both a carrier and LAN perspective. Show less - Remotely troubleshoot issues on problem calls from Granite customers and field technicians involving DSL, cable, fiber, and T1 connections.- Professionally and accurately handle customer requests including technical and non-technical inquiries.- Answer routine questions regarding service installation, product features, outages and component-level problems.- Follow up with customers and internal departments to confirm that issues have been resolved in a timely manner that is satisfactory to the customer. Show less

  • Senior Net Ops QC Analyst

    Oct 2024 - Feb 2025

  • NOC Assistant Manager

    May 2016 - Oct 2024

  • NOC Team Lead

    Jun 2015 - May 2016

  • Senior T1 Repair Analyst - Tier 2

    Sept 2014 - Jun 2015

  • T1 Repair Analyst Level II

    Oct 2013 - Sept 2014

  • Broadband Repair Analyst

    Jul 2012 - Oct 2013