Provide Network advanced technical support and direction to lower level technicians in a Network Operation environment.Provide Tier 3 support for highly escalated incidentsResponsible for projects related to customer security Vulnerabilities/Audit assessment.Engage on customer’s network projects to provide inputs from Operations perspective.Acts as Operations representative on the discussions related to new Verizon products to be launched.Engage on the Bids process to review the technical requirements.

Led network related transaction projects and acted as Cisco technical interface for multiple Department of Defense (DOD), State, Local & Higher-education (SLED) customers.

Mentor and lead individual contributors.

Met business requirements with designs, training, network management, operational audits, issue escalations, test planning, and environment evaluations.

Partnered with Customer Technology Managers, Project Managers, Cisco Technical Assistance Center professionals, and Cisco Product and Account teams to drive holistic solutions that meet client needs and solve complex business problems.

Resolved high-severity network issues and fortified security after analyzing vulnerabilities, determining impact, and strategizing access controls.

Influenced the development of networking methodologies, standard configurations, and troubleshooting procedures.

Maintain an Large LAN/WAN of Cisco networking devicesRespond to network outages and troubleshoot and/or escalate as appropriateInstall and configure new devices as needed Work with Architect to design and implement new projects and standards

Maintain an Large LAN/WAN consisting of  multiple Business Units with enterprise class Cisco networking devicesRespond to network outages and troubleshoot and/or escalate as appropriateInstall and configure new devices as needed Work with both Cat OS and IOS based Devices

Provide Installation Assistance for the Prosystem Tax Software Package, and the Practice Software PackageProvide Troubleshooting assistance for software problems and errors on the Prosystem Tax SoftwareAssist in creating billing and project tracking reports in the Practice Software

Existing Customer Support – comprised of customers seeking support for DSL or T1 connections to the Internet; ranging from simple situations to highly complex technical issues that require troubleshooting.New Customer Support – results when new customers are turned up by TelePacific technicians for T1 Internet connections and COVAD technicians for DSL testing and acceptance procedures to insure that connectivity to the Internet is provided. This involves verifying Internet connectivity by PING test, telneting into the router and checking the router’s configuration. In cases of no connectivity, utilizing troubleshooting techniques.Configuration of Customer Premise Equipment – changes made, at the customer’s request, initializing or disabling NAT on a customer’s router. Static mappings are provided to the customer with a public IP to a private address device. When its configuration is inadvertently deleted, reconfigure the router and re-establish connectivity to the Internet.Miscellaneous Customer Support – provided by walking customers through the IP setup procedure of the PC and explaining how to enter the basic DNS information required for proper Internet connectivity.Supervise group of 5 Data technicians as well as handle all first and second level escalations. Run a Service Level report and ensure technicians were maintaining the standards set forth by company policy. Testing of Physical circuits T1 using Centest and coordinating dispatches with ILEC repair groups.