{"id":849,"date":"2024-09-09T08:22:15","date_gmt":"2024-09-09T13:22:15","guid":{"rendered":"http:\/\/ause1wordpress01.aws.mot-solutions.com\/en_us\/?p=849"},"modified":"2024-10-08T12:01:47","modified_gmt":"2024-10-08T17:01:47","slug":"a-network-quarterback-moving-to-the-resolution-goal","status":"publish","type":"post","link":"https:\/\/blog-test.motorolasolutions.com\/en_us\/a-network-quarterback-moving-to-the-resolution-goal\/","title":{"rendered":"A Network Quarterback: Moving to the Resolution Goal"},"content":{"rendered":"
\n

\"A-NETWORK-QUARTERBACK_-MOVING-TO-THE-RESOLUTION-GOAL\"In this blog, we take you inside of our Network Operations Center as one of our Tier 1 technicians works with a customer to resolve an outage. With our Managed and Support Services, you always have access to expert technical support for your mission-critical communications.<\/em><\/p>\n

 <\/p>\n

A Day in the Life<\/strong>
\nAs a tier 1 technician at Motorola Solutions\u2019 Network Operations Center (NOC), I\u2019m constantly monitoring our managed services customers\u2019 networks for current or potential issues using sophisticated event management and performance tools. This enables us to quickly resolve critical events as they arise, either remotely or by dispatching on-site field support.<\/p>\n

The tools used at our NOC minimize the human error associated with network monitoring. Correlation tools provide a live view of network operations and incidents at remote sites. If a fault triggers a pre-determined threshold set for an individual customer, the system creates an incident ticket.<\/p>\n

The instant that ticket is created, I\u2019m automatically alerted. My job is to diagnose the root cause before it impacts the communication environment. It\u2019s proactive management, rather than reactive service.<\/p>\n

 <\/p>\n

Resolution in Action<\/strong>
\nIf a public safety customer is experiencing poor quality on two communication channels, I\u2019ll attempt to remedy the problem remotely. If that\u2019s not possible, the next step is to dispatch a technician to do on-site testing.Solving an issue may require checking many different parts of the system, from the network router and devices to the lines connected to the tower. Alternatively, the problem could lie with a backhaul agency. More than one agency or organization could be involved, as well as our operations engineers, and engineers or teams on the client\u2019s side.<\/p>\n

In these situations, I act as the \u201cquarterback,\u201d serving as the one point of contact for the customer throughout the entire process and making sure that vital information is communicated to everyone who needs it.<\/p>\n

In a recent case, the telecom link that connected a customer\u2019s site to the master site went down. As a result, the users connected to that site experienced limited communications. We had already been notified by the telecom company about the issue and quickly dispatched technicians to the site. So when the customer called to alert me of intermittently dropped voice calls, I was able to assure him that we were already working to resolve the situation.<\/p>\n

I\u2019d worked with this customer before, so I knew he\u2019d want details. I explained the steps that had already been taken. The customer requested an update every half hour and whenever the status changed. So that\u2019s what I did. I also made our team aware of our customer\u2019s sentiments and the sensitivity around this case while I served as the single point of contact to keep the customer informed until the issue was resolved.<\/p>\n

 <\/p>\n

Summary<\/strong>
\nReplacing the telecom link was complex because we had to replace wires and switch the customer on and off the backup system to prevent further downtime.<\/p>\n

The entire job\u2014as complex as it was\u2014took only a couple of hours. This kind of speedy resolution is our goal at Motorola Solutions\u2019 Managed Services. We are always ready to provide expert service and proactively mitigate network risks.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"In this blog, we take you inside of our Network Operations Center as one of our Tier 1 technicians works with a customer to resolve an outage. With our Managed and Support Services, you always have access to expert technical support for your mission-critical communications.   A Day in the Life As a tier 1… Read More<\/a>","protected":false},"author":12,"featured_media":856,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[7,3,8],"tags":[],"class_list":["post-849","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-law-enforcement","category-energy-industries","category-fire-and-emergency-medical-services"],"acf":[],"yoast_head":"\nA Network Quarterback: Moving to the Resolution Goal - Motorola Solutions Blog<\/title>\n<meta name=\"description\" content=\"Read the article A Network Quarterback: Moving to the Resolution Goal and learn more about our solutions and services.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Network Quarterback: Moving to the Resolution Goal - 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