Katrisia Armstrong
Duke Energy
Willow Spring,NC
14
years of professional experience
Accomplished IT Telecommunications professional with 26 years in operations, technical support, and team leadership. Expertise in leading daily operations, coordinating resources, and mentoring staff to deliver mission-critical projects. Skilled in workload management, conflict resolution, and fostering collaboration across teams, resulting in improved operational efficiency and service quality.
Work History
Lead IT Telecom Analyst
1 Year 7 Months- Lead daily operations for a team of CE Telecom Technicians, ensuring efficient workflow and high-quality service delivery.
- Led technicians by providing guidance and serving as primary point of contact during manager’s absence.
- Provide leadership and guidance to technicians, serving as the primary point of contact during the manager’s absence.
- Coordinate with Implementation Coordinators to resolve scheduling conflicts and maintain project timelines.
- Reviewed and approved technician time-off requests while maintaining appropriate staffing levels to support operational needs.
- Review and approve employee timesheets, ensuring accuracy and compliance with company policies.
- Facilitated communication among field technicians, Network Operations Center (NOC), and management to ensure timely issue resolution.
Senior IT Telecom Analyst / FS – Scheduler East
3 Years- Directed daily scheduling and prioritization of project and maintenance assignments for field technicians across East region, ensuring timely completion of critical tasks.
- Optimized resource allocation to improve response times for critical and high-priority incidents.
- Maintained accurate workforce schedules and resource calendars to support operational readiness.
- Maintained real-time visibility of technician locations to enhance operational efficiency and improve customer support response times.
- Collaborated with second-level support teams and the NOC to coordinate rapid incident response and service restoration.
- Maintained accurate workforce schedules and resource calendars, enabling operational readiness and effective resource management.
Senior Telecom Technician
4 Years- Managed telecommunications projects independently, ensuring timely deployment and adherence to project goals.
- Recognized as a dependable technical resource for troubleshooting complex telecommunications issues.
- Delivered comprehensive telecommunications support for Raleigh CSC, DCC, and ECC facilities, enhancing operational readiness.
- Conducted preventive maintenance to enhance equipment reliability and reduce service interruptions.
- Performed preventive maintenance to maximize equipment reliability and minimize service interruptions.
Telecom Technician
5 Years- Installed, configured, maintained, and repaired telecommunications equipment and infrastructure.
- Diagnosed and resolved service interruptions by identifying root causes and implementing effective solutions.
- Coordinated telecommunications installation projects from planning to implementation, ensuring timely and efficient execution.
- Handled service requests and incident tickets, consistently achieving service level agreements.
- Established strong customer relationships through responsive service and reliable technical support.
Education
Bachelor of Science - Computer Information Systems
Master of Science - Information Systems
Timeline
Lead IT Telecom Analyst
Duke Energy
01.2025 - CurrentRead More
Senior IT Telecom Analyst / FS – Scheduler East
Duke Energy
01.2022 - 01.2025Read More
Senior Telecom Technician
Duke Energy
01.2018 - 01.2022Read More
Telecom Technician
Duke Energy
01.2013 - 01.2018Read More
NC Central University
Master of Science from Information Systems
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Shaw University
Bachelor of Science from Computer Information Systems
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