Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shane Coco

Charlotte

Summary

Dynamic NOC Analyst specializing in network monitoring and troubleshooting at Segra. Demonstrates proficiency in resolving urgent connectivity issues while ensuring effective communication and promoting team collaboration. Expertise in incident management and TCP/IP subnetting, guaranteeing optimal network performance and client satisfaction in high-pressure environments.

Overview

11
11
years of professional experience

Work History

NOC Analyst

Segra
Charlotte
04.2025 - Current
  • Monitored network performance and identified potential issues proactively.
  • Documented incident reports and maintained detailed records of network activities.
  • Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes.
  • Monitored network performance to identify potential problems or opportunities for improvement.
  • Analyzed system alerts to troubleshoot connectivity problems efficiently.
  • Maintained positive working relationship with fellow staff and management.

SMB Customer Service Technical Support Representative III

Charter Communications – Spectrum Business
Charlotte
01.2022 - 04.2025
  • Monitor and troubleshoot network connectivity issues, including VoIP, internet, and video services for business clients, ensuring minimal downtime.
  • Maintained knowledge of industry trends and Spectrum service offerings.
  • Mentored junior representatives on best practices for customer support.
  • Documented all activities related to technical support including processes, updates, changes made.
  • Utilize network monitoring tools and ticketing systems to track, document, and resolve technical incidents efficiently.
  • Escalate major network and telephony issues to higher-tier support teams for resolution, while maintaining clear and timely communication.
  • Provide real-time network support and troubleshooting assistance over the phone, ensuring service-level agreements (SLAs) are met.
  • Assist customers with router and modem configurations, firewall settings, and basic network optimizations.
  • Perform fundamental network diagnostics, including packet loss analysis, latency troubleshooting, and IP configuration checks.
  • Demonstrate strong analytical and problem-solving skills in high-pressure environments, ensuring prompt resolution of network-related issues.
  • Guided customers through troubleshooting steps via phone and chat.

Route Driver Trainer & Delivery Driver

Suburban Propane
Charlotte
11.2014 - 03.2022
  • Trained and mentored new employees on company policies, regulatory compliance, and safe operational procedures to enhance service efficiency.
  • Provided excellent customer service by troubleshooting propane equipment issues, and ensuring client satisfaction.
  • Maintained detailed records of deliveries, incident reports, and service requests, aligning with operational best practices.
  • Effectively managed time-sensitive deliveries while adhering to safety standards and compliance regulations.
  • Delivered propane to residential and commercial customers efficiently.
  • Communicated with customers to confirm delivery schedules and address concerns.
  • Collaborated with team members to optimize route planning and efficiency.
  • Adhered to safety regulations while handling hazardous materials during deliveries.

Information Systems Technician

Central Piedmont Community College
Charlotte
01.2019 - 01.2020
  • Provided Tier 1 and Tier 2 IT support for students, faculty, and staff, troubleshooting network and system-related issues.
  • Monitored network activity and performed basic troubleshooting to resolve connectivity issues across campus infrastructure.
  • Managed Active Directory accounts, including password resets, and authentication issue resolutions.
  • Created and maintained technical documentation for IT assets, troubleshooting procedures, and configurations.
  • Worked collaboratively with IT teams to escalate and resolve critical network incidents efficiently.
  • Provided technical support to students during technology-related events.
  • Installed and configured computer hardware and software for faculty and staff.

Education

Associate in Applied Science - Networking Technologies

Central Piedmont Community College
Charlotte, NC
06-2020

Skills

  • Network monitoring and troubleshooting
  • LAN/WAN issue resolution
  • Network connectivity diagnostics
  • Network administration and infrastructure
  • Command-line interface proficiency
  • TCP/IP subnetting expertise
  • VLAN configuration knowledge
  • Router and switch troubleshooting
  • DNS, DHCP, and firewall management
  • Incident management and technical support
  • Documentation for incident tracking
  • Ticketing system experience
  • Root cause analysis skills
  • System administration and security
  • Active Directory management
  • User authentication and access control
  • Wi-Fi security protocols understanding
  • Network security best practices knowledge
  • Soft skills and team collaboration
  • Independent multitasking ability
  • Urgent network issue response
  • Problem-solving in high-pressure situations
  • Clear communication of technical issues

Timeline

NOC Analyst

Segra
04.2025 - Current

SMB Customer Service Technical Support Representative III

Charter Communications – Spectrum Business
01.2022 - 04.2025

Information Systems Technician

Central Piedmont Community College
01.2019 - 01.2020

Route Driver Trainer & Delivery Driver

Suburban Propane
11.2014 - 03.2022

Associate in Applied Science - Networking Technologies

Central Piedmont Community College

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Shane Coco