• Respond to and/or initiate technical troubleshooting sessions with customers - via phone, email and remote session• Interact with customers at all levels, with demonstrated ability to communicate with both the very basic user to the technically advanced (Network Administrators, System Administrators, CIO, etc..)• Manage and work support tickets per industry best practices and utilizing existing CRM systems• Effectively communicate technical information to non-technical customers• Coordinate the resolution of technical issues with Advanced Support Teams and escalate issues per pre-established guidelines• Contribute to our Knowledgebase (author and edit knowledge base articles)• Maintain working lab systems to facilitate reproduction of customer issues• Other related duties as appropriate and required• Ability to multi-task• Reports to the Technical Support Manager

• Designated as Team Leader, Managing a group consisting of 8 people.• Provide advanced technical support and assistance to customer base, subscribing to a wide range of products and services. • Proactively detect anomalies and performance issues, and bring to resolution to the full satisfaction of our customers. • Utilize network performance monitoring tools to identify and analyze impairments that may affect services sold. • Perform end-to-end trouble isolation and repair on physical and logical layer services of customers and devise action plans on more complex issues, as well as oversee the execution of these plans. • Utilize test tools and equipment to isolate the cause of impairments on the network and with various LECs, PTTs or other provider networks. • Interact with Customer Service Centers, Network Management Centers, Verizon Business Operations Groups, LECS, Account Teams and Customers to facilitate isolation and repair of faults in the network within established baseline objectives. • Keep customers and management updated on efforts aimed at restoration of their services. • Maintain accurate logs of trouble isolation and repair efforts

• Designated as Point Person for Product Support, Special Application, and Escalation Team and performed Asst. Team Lead task.• Providing technical support for L2/L3 Manageable Switches, Wireless Media Center Expander, and VoIP devices.• Handling Tech to Tech Support Calls between different ISPs, and other device manufacturersHandling Linksys, Sipura VAR, SMB Customers, LinksysOne Router, IP Phones, NAS, L2/L3 Switches..• Knowledgeable in Microsoft Office (MS Word, Excel, PowerPoint, Outlook)Basic / Advance PC hardware and software setup (Configuration).

<> Responsible for Network Design/Integration of Products being represented<> Responsible for customer/technical support and marketing management for the product/s represented - AVAYA-Lucent high-end line of switches and routers/Lattice Networks/Polycom Video Conferencing Solutions<> Responsible for Product installation and Initial configuration for products <>Acquired/developed end-user accounts and business partner types, acting as the main distributor for reseller/retailer and bundled services with other IT providers