Working for Verizon company as a Senior Engineer that works with ServiceNow. Issues that cannot be handled from helpdesk gets escalated to us to further troubleshoot the issue. We have administrative rights to access systems to resolve more difficult issues. We work with call center users that use laptops, desktops, thin clients and tablets as well as retail stores for Verizon stores.

Working for blue cross n blue shield contracted by TCS as my second job during the evening i have worked three projects within the company.1. Anthem - Senior Engineer for bluecross blue shield where we work with ServiceNow. We resolve incoming tickets from call center users using knowledge base articles. We work hardware, software and networking tickets remotely with users using SCCM, Dameware, and Bomgar to remote in. 2. American Electric Power - helpdesk tier 1 role responsible for taking incoming calls using ServiceNow but was a front line agent. We work to create tickets and fix software, hardware and network related issues.3. Analog devices company (ADI) - advance helpdesk tier 1/tier 2 combination role responsible for working ServiceNow tickets using knowledge base articles and providing excellent customer service.

My duties are to troubleshoot and diagnose network printers, access points, computer hardware & software and networking issues. We were to upgrade cisco routers and push updates to the machines and firewalls related to business working routers.

As an on call network engineer when a router needs to be upgraded and the network configurations needs to be fixed we were to reroute configurations for businesses that needed to upgrade their connectivity