NETWORK OPERATIONS / HELP DESK / CALL CENTER SERVICES

Improved Network Efficiency

Increasing the efficiency of a network can be accomplished in a variety of ways, such as by implementation of improved processes that can help to reduce troubleshooting time and improve the skills sets of the NOC staff. Our engineers have years of network engineering expertise in Tier I through Tier III network monitoring, maintenance and troubleshooting based on industry standards and best practices and can develop processes tailored to meet specific network requirements.

Approach

Centivity will provide an experienced on-site network engineering professional to conduct a NOC practices analysis. Our senior network engineer will gather pertinent information by requesting copies of current procedures and processes, and meeting with NOC technicians, managers and other staff members to gain an understanding of the current environment. In addition, we will work side-by-side with NOC staff members to understand the current ticketing system and how it is used. Upon completion of the data gathering, our senior network engineer will analyze the information and update it based on industry best practices, tailoring it to the specific needs of the client.

Training

We will provide senior network engineers who will conduct on-the-job training for NOC technicians to help improve their network skills, the understanding of key indicators based on the results of circuit testing and troubleshooting results and accurate documentation within the trouble ticketing system. The training will help to increase the skill level of the technician which can contribute to reduced MTTR.

We will provide a training reference manual based on the current network configuration and installed equipment to be used as a tool on an ongoing basis. The training reference manual will address items such as:

• Troubleshooting and resolution of communication loss error codes
• Troubleshooting LAN switches
• Troubleshooting of Local Area, Metropolitan Area and Wide Area Networks
• Equipment parts list and diagrams