Production-level issue troubleshooting and support Observability and monitoring using prometheus, grafana and elasticsearchManaging alerts using tools such as Pagerduty, Alertmanager and Slack notificationsCloud support for production deployment and migrationIncident management, triage and driving to resolutionFirst-level and second-level support of tickets and issues

• Effectively led and supervised a team of NOC engineers in supporting client networks and field technicians on network support and deployment to earn the team award YahClick Operational Excellence award and YahClick Subscriber Acquisition Award• Ascertained home and enterprise clients’ needs, in order to effectively design, monitor and maintain their networks• Generated monthly reports on all trouble tickets, newly activated sites and other support activities from the CRM portal in order to review goals and objectives.• Modified HTML pages from the CRM server as necessary to generate customised output used for presentation in monthly meetings and reports• Trained newly-employed NOC engineers on the network architecture, customer relationship, mode of operation and troubleshooting to maintain productivity and preserve the set standard• Prepared and managed shift schedule for the team taking into consideration their strength and weaknesses to ensure optimal performance• Organised and planned system maintenance to ensure smooth operation while trying to avoid interrupting workflow• Planned and supervised the migration of internet sites from one platform to another while minimising downtime which led to better service delivery

• Monitored and maintained LAN and WAN networks using relevant customer relationship management (CRM) portals and network tools (e.g Wireshark, WhatsUp Gold, PRTG) to ensure the agreed level of performance• Provided remote troubleshooting (Tier 1 and 2) of clients’ network issues using Remote Desktop, AnyDesk, VNC, TeamViewer for fast resolution of cases• Provided customer care services through mails, phone calls, Skype an chat groups, thereby responding quickly to guarantee customer satisfaction• Generated trouble tickets of network user’s complaints and administered the resolution of the tickets generated to ensure that cases are closed in accordance to the service-level agreement• Provided adequate field support to site engineers which led to the reduction of time from the ordering to the installation and activation of the internet services at the client’s premises• Installed, maintained and troubleshooted SOHO networks for clients on request• Liaised with Service Partner to deploy public IP and VPN solutions to clients on request using escalated casesTechnical Environment: MS Windows, Cisco, YahClick, Hughes, Jupiter, TP-Link