Yesenia Franklin
Azusa
Summary
Results-oriented Network Surveillance Specialist with over 15 years of experience optimizing network operations, resolving technical issues, and delivering superior customer support in high-demand telecommunications environments. Adept at using advanced diagnostic tools to reduce downtime and increase operational efficiency. Combines strong technical expertise with a creative edge in digital content and brand strategy. Recognized for cross-functional leadership, rapid problem-solving, and commitment to service excellence.
Overview
17
17
years of professional experience
Work History
Network Surveillance Specialist
Spectrum
Irwindale
01.2017 - 01.2024
- Monitored HFC and DOCSIS networks in real time to ensure maximum uptime, improving reliability by 25%.
- Utilized Lighthouse, Pathtrak, and Tableau to proactively identify and resolve service- affecting issues.
- Managed node-level tickets and escalations, reducing resolution time by 20%.
- Partnered with cross-functional teams to streamline incident response, meeting 100% of SLA metrics.
- Prioritized and allocated technical resources to high-impact areas, increasing team productivity by 30%.
Technical Operations Center
Time Warner Cable
Garden Grove / Anaheim / Ontario
01.2012 - 01.2017
- Coordinated network outage management across technical and field teams, enhancing uptime by 20%.
- Tracked and resolved outage tickets using Remedy, ensuring accurate documentation and communication.
- Delivered real-time updates to stakeholders and customers, cutting downtime by 15%.
Advanced Technical Support
Time Warner Cable
01.2008 - 01.2012
- Provided Level II support for HSD, phone, and video services, improving first-call resolution by 20%.
- Assisted field technicians with complex provisioning issues, reducing technician wait times.
- Developed internal knowledge base documentation to support technical onboarding and consistency.
Dispatcher
Time Warner Cable
01.2007 - 01.2008
- Scheduled and routed field technicians, improving on-time service delivery by 20%.
- Conducted remote diagnostics for customer equipment, raising first-time fix rates by 25%.
- Ensured 98% on-time arrival rate for service calls through strategic monitoring and communication.
Education
Digital Design Certificate -
University of Maryland Global Campus
12.2024
Network Surveillance Specialist -
Jones/NCTI
12.2017
Technical Support Center II -
Jones/NCTI
12.2013
Skills
- Network Monitoring & Troubleshooting
- HFC Network Management
- Outage Response
- Incident Management
- Digital Content & Social Media
- Project Prioritization
- Customer Service
- SLA Compliance
- DOCSIS
- Microsoft Office
- Adobe Creative Suite
- Spectrum Tools: Lighthouse
- Spectrum Tools: Pathtrak
- Spectrum Tools: Remedy
- Spectrum Tools: Tableau
- Spectrum Tools: Volicon
Websites
Timeline
Network Surveillance Specialist
Spectrum
01.2017 - 01.2024
Technical Operations Center
Time Warner Cable
01.2012 - 01.2017
Advanced Technical Support
Time Warner Cable
01.2008 - 01.2012
Dispatcher
Time Warner Cable
01.2007 - 01.2008
Digital Design Certificate -
University of Maryland Global Campus
Network Surveillance Specialist -
Jones/NCTI
Technical Support Center II -
Jones/NCTI