Universal Incident Response/Network Infrastructure Engineer

• Jun 2023 - Present

Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution. System Administrator Program Engineer System Analyst Infrastructure/Architecture Engineer Incident response • Provide clear and detailed information to clients on product feature functionality, both written and verbal. • Communicating client perspective to Product and Development teams for feature improvements/fixes. • Assist customers with issues not limited to, custom setups, 3rd party integrations, Sales data, configuration. • Work with various scripts to retrieve or update customer data • Taking ownership of customer technical issues, further troubleshooting, identification of root causes, and issue resolution and communication. • Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals. • Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries. • Work directly with Engineering and Product teams to reso ve customer issues • Document actions in tickets to effectively communicate information internally and to customers. Implemented ServiceNow modules Based on company and customer needs alike. Ability to troubleshoot, demonstrate,illustrate and implement different IaaS, PaaS,and SaaS per demographic and company needs. Monitor and implement wifi network systems such as: Cambium Networks RG Nets Onstream Dish Network GTT ETHERVISION Show less

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