In my position, I'm responsible to: * Proactively monitor all production networks, applications, and services; * Respond to alerts/alarms according to standard operating procedures; * Provide accurate log/ticketing of incoming calls/tickets/alarms and subsequent conversation/troubleshooting; * Work and escalate issues/network events internally and externally with various providers/vendors; * Facilitate communication between teams during incidents; * Participate in an on-call rotation with the rest of the NOC team; * Track all issues in a ticketing system; * Document and process all support requests; * Collaborate with third-party vendors, both during routine deployment and outages; * Handle escalations in a professional and consistent way.

Working in a Network Operation Center. Daily activities: On one side, I am responsible for monitoring the network of Brazilian branches of a big international company. It comprehends routers, switches, wireless controllers, and access points. I handle incident management, engaging all teams involved with our troubleshooting process, and looking for a permanent resolution. I've been working with Cisco devices IOS upgrade, as a bridge between vendor, senior support, and the end users: our client's Brazilian branch managers.Beyond that, I support the first level of attendance for a Laundries Company, in the United States. That hole includes performing initial troubleshooting, understanding the end users' complaints, and addressing the complex issues at our specialist level of support.

Last experiences: I have worked with various clients on both the application and network sides. My position has included monitoring those client's applications and network environment. As a team member, I handled incident management tools, carrying the responsibility to link my clients to their vendors, looking for these incidents resolution.

Call center attendance, giving active support to an internet provider's clients. It consisted of helping them with more details of their bills related to this provider account.On this position, we had goals to reach and our performance was measured by quality indicators and by the number of clients clarified that paid for their signature costs

In this role, initially, I was responsible for contacting customers of a large bank who had not paid their credit card or other bills promptly. My team was tasked with reconciling these clients' accounts with their bank.Our performance was evaluated based on the number of client reconciliations, the volume of calls made per day, quality indicators, and absenteeism rates.After one and a half years in this position, I received an internal promotion and began working with another bank's customers interested in financial services related to housing.