• Guide device/application activations for external customers with minimal oversight• Cross department collaboration to troubleshoot activations for Customer Care, Managers, Account teams and Field Ops• Ensures post-activation customer health by effectively troubleshooting, providing maintenance and ongoing support to network infrastructure• Proficiently process orders according to service level agreements (SLAs), M&P’s, On-TimePerformance objectives and quality standards.• Consistently adhere to queue adherence to provide above average metrics for meeting and maintaining SLO• Update all systems and databases with careful attention to detail.• Provide accurate and consistent internal and external customer communication duringestablished intervals using phone, email, and ticketing notes.• Develop and maintain close working relationships with key stakeholders to understandevolving issues and requirements, understand upstream and downstream implications anddependencies, ensuring key solutions are executed and properly coordinated.• Exceeded quarterly KPIs while maintaining quality via efficient performance, excellent time management/prioritization, and accuracy.

• Modify, implement, document, enhance and maintain corporate networks using various Wi-Fi, WAN and LAN technologies and hardware. (Cisco, Fortinet, Palo Alto, Brocade, Meraki, Aruba, etc.)• Resolve network issues minimizing system down time and ensure that the network is operational• Assist the cyber security team in implementing policies, procedures, and technologies to secure the network using firewalls, network management, access control systems, logging/monitoring software (SIEM), and routine security evaluations.• Schedule and perform standard configuration, management, and maintenance tasks for related network devices and applications.• Review and deploy network upgrades and vendor-supplied patches according to best practices. • Assist with managing security technologies such as firewalls, MFA, email filtering, and web filtering.• Assist in both hardware and software upgrades.• Track and report on the health/ status of the network.• Document network updates and design changes. (Change management)• Interact with carriers and ISPs troubleshooting issues involving circuits or DIDs as required by the Enterprise. Performs other duties as assigned.

➢ Design, provision, deploy and support SD-WAN network infrastructure in a large, multi-site enterprise environment using Versa Networks Cloud Services Gateway.➢ Provide subject matter expertise in Versa Flex VNF software platform.➢ Lead projects to define and implement network infrastructure in support of business needs.➢ Primary focuses are on client network access, specifically WAN/LAN/WLAN in the Versa Networks environment.➢ Provisions network service configuration in the SDN Service platform for services such as Firewall, NAT/PAT, QoS, DHCP, Traffic steering, BGP, static routes, wireless backup, hybrid WAN, HA (High Availability), LAN and WAN interfaces, etc. ➢ Implements uCPE (Universal Customer Premise Equipment) and associated services in the inventory management database and updates and/or modifies designs with IP assignments and CLLI codes.➢ Tests and turns up new uCPE and Wireless Backup circuits in a production environment.➢ Use various software systems and applications to effectively troubleshoot issues and equipment➢ Addresses problems and presents solutions and/or options to executive management.➢ Team Lead and mentor

➢ Responsible for the remote installation, configuration, and testing of managed services equipment➢ Work with off-net providers to troubleshoot connectivity issues with circuits or vendor-supplied Customer Premises Equipment (CPE)➢ Use various software systems and applications to effectively troubleshoot issues and equipment➢ Addresses problems and presents solutions and/or options to executive management.Work hand-and-hand with field engineers to install and configure Fortinet/Cisco managed devices to Enterprise (large-scale) customers across the U.S. Along with troubleshooting enterprise sites with defective equipment.➢ Configuration, turn-up, and testing of managed services equipment for day 1 & day 2 customer installations.➢ Manage and update databases, applications and systems; such as Cisco Meraki, Enterprise Cloud Manager (NetCloud), CafeNX, ILEX, CADA, WatchTower, Pharos, AeroHive, National Accounts Portal, Aruba Central, VoIP Control Panel, Orion)➢ Provide efficient experience to external customers.➢ Support various software systems and applications to effectively troubleshoot issues and equipment relating to underlying network connectivity, as well as identification of configuration and other related issues with managed services equipment.➢ Assist in training and mentoring new team members.➢ Collaborate and fosters relationships with internal and external customers.➢ Test and maintain optical rings, add drop, multiplexes and power systems.➢ Manage client device installation and switch troubleshooting; such as CPE configurations, gateways, and routers.➢ Execute development of company projects.➢ Maintain concepts of different networks and monitoring.

• Responsible for opening and resolving tickets for customer service issues, billing inquiries, and billing disputes for SMB, Hospitality, NAST, and Enterprise Advanced products for Comcast Business Class customers.• Provide full range of product support and knowledge for all Comcast Business products• The creation and processing of all Change of Service (COS) formally known as MACD (Move, Add, Change, Disconnect) for Business Voice Edge, PRI, and SMB (BCI, BCV, BCTV) products. • Develop process and implementation of new Change of Service issues/resolutions• Coordinates involvement of cross-functional team including third party vendors and other resources• Addresses problems and presents solutions and/or options to executive management.

• Assumes ownership of any issue escalated from Tier 1. Follow-up and customer call backs included.• Articulate relevant billing information, processes and prorates to customers • Prioritize workload and manage multiple time sensitive issues at once• Identify areas for process improvement and provide feedback to supervisors• Effectively communicate information utilizing the Comcast Quality Experience and minimizing the need for future contacts.Build professional rapport with the customer by demonstrating active listening skills to ensure mutual understanding of customer’s concerns/comments, and by responding verbally and/or in writing in a clear and informative manner.• As a customer liaison for executive management team, represent Comcast in a positive, professional, and ethical manner working to exceed customer’s expectations.• Effectively troubleshoot issues & equipment relating to connectivity, network, and equipment issues. Follow-up with all issues to ensure MTTR (mean time to repair) and clearly document tickets.