Managing a team of Frontline Support ensuring weekly KPI's are met. Monitoring team performance to guarantee maximum client satisfaction. Developing and implementing timelines to achieve targets. Conducting training of team members to maximine their potential. Resolving obstacles the team encounters. Setting objectives for the team for motivation and development of skills. Mentoring team by reviewing performance and providing feedback for improvement. Conducting interview for new recruitments.

Managing the network for student accomodation and hotels in 5 countries. Initial contact of support for customers and clients encountering WiFi and network issues. Taking calls daily, creating tickets (ZenDesk), monitoring networks for sites managed by our team to ensure the customer experiences no complications. Monitoring Solar Winds for active network issues, performing regular checks and escalating issues to relevant teams for fast resolvement. Remotely working with Servers, Switches, Access Points and End Point Devices. Troubleshooting Servers, Zone Directors, Switches and Access Points daily for issues; checking power, Vlans, Configurations, port checks and etc. Working with Cisco Equipment, Ruckus Monitoring systems and various other controllers. Emailing clients, troubleshooting issues daily, monitoring the online chat and incoming emails.