Track all issues and ensure timely resolution of problems, reducing response time from 24 hours to immediate. Provide exceptional customer service on a daily basis, including taking extra steps towards ensuring the end-user is 100% satisfied. Respond to customers with a high degree of urgency to their needs and requests. Install, configure, and upgrade operating systems and software, using standard business and administrative packages.

Ensured all Ciena network equipment is properly configured in the CANOPI system to ensure customer service delivery on time to meet the SLA. Proactively managed any problems the field technicians had while turning up new ASE/fiber service for customers in the SouthEast. Delivered oversight and drove national support and project logistics via management to external/internal IT, business, and mobility. Identified performance gaps and develop improvement plans for the identified gaps. Analyzed effectiveness of system configuration and project requirements to enable appropriate changes based on existing business conditions and project growth. Responded to requests for newly configured hardware or software and kept software version inventory up to date. Tracked and monitored the day-to-day performance of systems and analyze improving performance.

Provided daily support to ensure various staff had the necessary tools and information to perform the task efficiently. Created and sustained invaluable reporting that measured effectiveness in project productivity and client service; implemented successful resolutions to complex networking/mobility issues. Served as the team leader; trained new employees on the processes and systems used for day-to-day network monitoring. Successfully developed a new system to track and monitor contractors' work while demonstrating a strong understanding of scope through effective time management, prioritization, and scheduling.

Accurately documented relevant issues pertaining to service impacting tickets and follow the proper channel for escalating to the correct upper-level manager. Leveraged extensive expertise to multi-task at a high level by determining dispatch priority and severity using a formalized dispatch strategy. Answered any questions the cell technicians may have via phone calls, emails, or instant messenger.

· Responsible for logging and resolving customer tickets in a CRM system· Responsible for Tier 1 Desktop Support for Windows Operating Systems (2k and XP)· Proactively Monitored GGA Systems, ARD Systems, TWC Systems with Nagios· Maintained and repaired Open BSD Servers for multiple customers· Generated reports for all outages to be distributed to upper management daily· Responsible for troubleshooting multiple Linux servers for network issues