NOC Lead of Escalations Supervisor

• Jan 2023 - Present

NOC Support Specialist tier III

• Aug 2022 - Present

NOC

Technical Support Engineer

• Oct 2021 - Apr 2022

• Proactive Salesforce management, ticketing, documentation, query and response. Inbound & Outbound. • Solved various problems for issues with client SaaS, including but not limited to: • Memory diagnostics and testing of company SaaS on client Server / Workstation. • Automated & manually rebuilt corrupted databases and reconfigured software for efficiency. • Ensured operating systems and drivers on all machines were up to date, as well as version checking additional required services and components. • Assist with client network mapping and port checking, network diagnostics and testing. • Assist with User Account Controls and Access Control Management | Group Policy Management. Show less

Tier III Technical Support

• Jun 2016 - Mar 2017

• Identified, researched and resolved network related issues with tools: ping, ipconfig, Wireshark, netstat, nmap, traceroute. • Remained up-to-date on the latest service modules and research solutions applicable to company products and services. • Researched and conducted connection assessments for end user OSI Layer 3 Network connectivity, configure systems and routers to meet current ISP connectivity standards. • Monitored and documented analyzed logs and alerts from a variety of different sources IPS, Firewall, SIEM, etc to identify and respond to connectivity crisis. Show less

Technical Support Representative

• Dec 2012 - Jun 2016

• Managed call flow and responded to technical support needs of customers. • Resolved customer issues in a clear, courteous and straightforward manner. • Demonstrated professionalism and courtesy with customers at all times. • Identified and solved technical issues with a variety of diagnostic tools. • Created cases and claims for damaged, lost or displaced packages. • Resolved problems with malfunctioning products. • Followed up with clients to ensure optimal customer satisfaction. • Conducted research to address customer concerns. • Answered over 24,000 incoming calls from residential and small business customers. • Remained up-to-date on the latest technologies and solutions applicable to company products. • Researched, troubleshot and resolved complex problems independently. • Worked closely with team members to meet or exceed all customer service requirements. • Compiled and accurately entered electronic data. • Maintained and updated customer service database. • Assisted customers with order placing. • Reviewed technical documentation and procedures. • Used ticketing systems to manage and process actions taken. • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems. • Provided on-call support for critical issues. • Participated in various incentive programs and contests designed to support achievement of production goals. • Assessed client’s profiles and aligned them with the best possible product and services to meet their needs. Show less