• Respond to network escalations, providing potential solutions, and pulling in required resources for quick action/resolution• Developed internal reports using Excel, KPI software tools, and PowerBI to track employee productivity, product and customer trends month over month• Implemented a Quality Control (QC) team tasked with driving continuous improvement initiatives by analyzing performance metrics, identifying trends, and implement changes to enhance quality and efficiency• Managed Lean Six Sigma projects focused on process optimization, with the goal of reducing repair times for escalated network issues• Participant in executive meetings, providing a department summary of accomplishments, ongoing projects, and status of escalations• Run daily briefings with management staff, reviewing current SLA/OLA metrics, current escalations, and daily tasks for the day• Prepare After Action Reports to outline repair procedures undertaken and identifying opportunities for improvement.• Provide on-call rotation support after hours for high level escalations