Network Operations Manager

• Dec 2022 - Present

Tech Lead Engineer, NOC

• Jul 2022 - Present

Hypercore is now Nitel!Legacy Hypercore Support:Serve as point of contact for the NOC agents and customers, agents. Act as backup manager Coordinate and schedule tech dispatches. Create reports for customers. Handle Escalations. Help with the NOC work volume.

Tech Lead Engineer, NOC

• May 2021 - Present

Serve as point of contact for the NOC agents and customers. Act as backup managerCoordinate and schedule tech dispatches.Create reports for customers.Handle Escalations.Help with the NOC work volume.

Network Support Engineer

• Jan 2019 - Present

Handle support requests from the Network Operating Center for issues related to internet connections and managed hardware : Ethernet, Fiber, Coaxial, BOC, PPP , PPPOE, SDWAN, LTE , P2P, SASE,-Hands-on troubleshooting and configuring the following brands:Fortinet, (VMware) Velocloud ,Mikrotik, Ubiquiti, Cisco, Cloudgenix(Paloalto), Cato, Peplink, Cradlepoint Active Oncall availability when required by management.

Voip Engineer / Project Manager

• Aug 2018 - Dec 2018

-Working as a project manager/VOIP engineer for the customer Spectrum-Voice -Schedule meetings with customers to design their telephone systems-Handle new incoming orders , enter then in the billing system-Coordinate installations with customers for hosted VOIP, Sip trunks, analog trunks.-Dispatch techs when needed on site-Coordinate replacements-Provide technical support and training after installation -Coordinate local number portability with telephone carrier

Service Desk Analyst

• Oct 2017 - Jul 2018

-Provide technical support for the clients Scholastic and Robertshaw - Support for multiple applications such as active directory, as400, concord , employee portals. -Adhere to ITIL best practices for handling of tickets and calls - ServiceNow used to manage tickets . - Provide technical support over the phone and via the CRM to reply to tickets and emails -Provide technical support for the clients Scholastic and Robertshaw - Support for multiple applications such as active directory, as400, concord , employee portals. -Adhere to ITIL best practices for handling of tickets and calls - ServiceNow used to manage tickets . - Provide technical support over the phone and via the CRM to reply to tickets and emails

Technical Solutions Rep V

• Dec 2014 - Feb 2016

- Hardware and Software related technical support for Multi-Functional Printers - Assist customers and technicians on avoiding or solving problem occurrence via email, phone calls, tickets, remote desktop connection.(GoToAssist, MS Windows Remote Desktop). * Apple Mac, Windows and Server support: printer drivers installation, driver clean up, network setup and troubleshooting. * Conduct research independently to solve an issue if necessary. * Use of Sales Force ticketing system. * Troubleshooting

GSD Delivery Agent

• Jul 2014 - Oct 2014

Backend Office Support Delivery Agent for the client CITI • Deployment, Maintenance and installation of software with active directory. • Set and manage Permissions , bandwidth and storage limits for users on local shared folders and ms share point • On-Boarding and off boarding of new users on to the different servers across the globe, Backend Office Support Delivery Agent for the client CITI • Deployment, Maintenance and installation of software with active directory. • Set and manage Permissions , bandwidth and storage limits for users on local shared folders and ms share point • On-Boarding and off boarding of new users on to the different servers across the globe,

Technical Support Representative

• Nov 2013 - Jul 2014

• Troubleshoot Software in the categories of: Video Tools - Image & Photo Tools - Business Software -Recording Software Software Converters - Editing Software - Audio Tools - Sound Recording Voice Recording - Dictation & Typist - Webcam Software -FTP Software • Assure functionality of the applications • Act as and advisor on how to use the different applications that we offer. • Software Troubleshooting on Mac OSX, Windows ,Iphone and Ipad, Android. • Troubleshoot Software in the categories of: Video Tools - Image & Photo Tools - Business Software -Recording Software Software Converters - Editing Software - Audio Tools - Sound Recording Voice Recording - Dictation & Typist - Webcam Software -FTP Software • Assure functionality of the applications • Act as and advisor on how to use the different applications that we offer. • Software Troubleshooting on Mac OSX, Windows ,Iphone and Ipad, Android.

Microsoft Answer Desk Technician

• Jan 2013 - Nov 2013

• Provide solutions and deliver excellent customer service to end users. • Troubleshoot issues, such as Internet connectivity issues, performance and maintenance with Windows Operating systems • Comply with account metrics of AHT, HOLD, ACW and Sales • Process payments for service from customers over the phone. • Provide solutions and deliver excellent customer service to end users. • Troubleshoot issues, such as Internet connectivity issues, performance and maintenance with Windows Operating systems • Comply with account metrics of AHT, HOLD, ACW and Sales • Process payments for service from customers over the phone.

Intel Server Support Agent (TS3)

• Dec 2008 - Feb 2012

Technical Support level 3 Intel® Technical Support Server Products 2009 – 2012 Technical Support level 2 Intel® Technical Support Motherboards and Processors 2008-2009 • Installation support, “how to” usage consulting, troubleshooting, problem resolution, connectivity, field support, warranty , setup. • Provide consulting to calls that are design integration inquiries (pre or post sales), validation of design or what equipment to purchase. • Familiar with Internet protocols, routers and firewalls,installation, configuration and maintenance. • Test in a lab new issues that clients reported , to find the solution , document and update the internal knowledge base the solutions and ongoing issues. • Provide first call resolution or following up on issues that needed further research . • Deliver disaster and recovery advised based on the options provided with the products and following best business practices. •Handle a ticketing system to comply SLA to ensure quality service for each client.

Technical Support Agent

• Jan 2008 - Dec 2008

•Technical support level 1 for the client Hewlett Packard • Troubleshooting over the phone end-user issues related to the laptops that they bought. • Provide warranty service for defective products. • Deliver first call resolution or escalate accordingly and comply with account metrics of AHT, HOLD, ACW. •Technical support level 1 for the client Hewlett Packard • Troubleshooting over the phone end-user issues related to the laptops that they bought. • Provide warranty service for defective products. • Deliver first call resolution or escalate accordingly and comply with account metrics of AHT, HOLD, ACW.