Handled outage and maintenance tickets servicing more than 20000 users across more than 12 sites since March 2016 through onsite and remote troubleshooting assistance for layer 1 – 3 issues, hardware installations of new and upgraded routers, switches, McAfee intrusion prevention systems, Aruba wireless controllers, Riverbed Steelhead WANX’s, device configurations and reconfigurations, and LAN/WAN outage recovery.- Troubleshooting outages and resolve network related issues.- Local element for COMSEC – given briefings on troubleshooting TACLANES, Trained to re-key the TACLANES.- Install and upgrade network devices and components. This includes switches, routers, and network monitoring devices.- Expected to understand, implement, and follow processes in accordance with current policies and procedures. Performed escalation and additional tasks as directed.- Investigated, resolved, documented, and reported the cause and corrective actions in the Incident Management System for all incidents assigned by the Service Desk.