• Acquainted with the top search engine in the world. • Responsible for placing orders for cross-connects.• Tracking carrier order progress of adds/changes and install activities.• Escalating missed milestones, ping testing, and overseeing implementation of network capacity for corporate offices and data centers worldwide.• Manage cradle-to-grave implementation activities to meet aggressive deadlines.• Lead discussions with carriers and external customers, work closely with internal departments, and document tickets in a status tracking database.• Do quality audit on resolved projects to analyze miss-outs and provide action plans to minimize/lessen errors.

• Receives and records Client provided document for detail engineering or construction engineering project, including in-house generated document.• Controls issuance of document/reference numbers, including maintenance of proper document archives for detail engineering or construction engineering project.• Ensures proper document classification, sorting, filing and proper archiving.• Reviews completeness of documentation and prepares document transmittals.• Performs file backup to ensure proper storage and archiving of electronic logs.• Maintains company computers efficiency, along with the office equipment, for the smooth flow of work.• Attends to employees issues regarding computer hardware, Microsoft Office Suite, and company applications.

• Provide Tier 1.5 level incident, event and change management support for a large corporate clients on a 24x7 basis.• Responsible for Remote Monitoring and Testing of analog and data circuits from DS0 to T3.• Responsible for proactively monitoring network devices (e.g., router, switch, access points, modems, servers, firewalls)• Responsible for email and phone communications for incident notification and escalation.• Working knowledge of physical layer circuit topology, network elements, private line, and/or frame relay circuits.• Coordinate service testing with all involved Internet Service Providers until the customer's network service is up and working efficiently.• Responsible for engaging Cisco TAC (Technical Assistance Center) and working through router related problems such as but not limited to reviewing, modifying and uploading router/switch configuration, checking bandwidth proficiency and the likes.• Proactively engages T2, T3 support (network and IT), LEC (local exchange carrier), and vendor groups to address & resolve issues.• Maintains client's confidence and protects operation by keeping pertinent information confidential.• Assists other personnel as may be required for the purpose of contributing to the efficiency and effectiveness of the work unit.• Responsible for completing daily / nightly NOC (network operation center) check lists and turn over documents.• Ensure proper documentation, notification and customer updates of all incidents occurred within the prescribed guidelines or service-level agreement (SLA) and in accordance to ITIL standards.

• Verify the client’s issue over the telephone, providing feedback to emails and voicemails, interacting face-to-face on a regular basis to users.• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.• Provides a variety of day-to-day support to the implementation team and resolves the issues with the customer.• Prioritize and schedule issues. Escalate concerns (when required) to the appropriately experienced technician.• Provides solutions to end-user problems related to computer software and hardware, networking and voice and video technologies, in a LAN environment.• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.• Implements efficient integration of data communications for various computer servers, terminals, personal computers, etc. into the data network.• Manages critical situations, which may involve complex technical hardware or software problems.• Develop help sheets and knowledge base articles for end users.• Maintains client confidence and protects operation by keeping information confidential.• Apply diagnostic utilities to aid in troubleshooting (i.e., Open-NMS and PRTG Network Monitoring Tools)• Administer user access to Citrix environment and grant data server access through Active Directory. Providing telephone access to users through PBX Manager.

• Verify the client’s issue over the telephone, through proprietary ticketing system, and providing feedback to emails in a courteous manner.• Maintains wireless network (WLAN) for the purpose of ensuring efficient operations.• Responds to inquiries from a variety of sources (e.g. staff, administrators, school site personnel, outside vendors and service providers, etc.) for the purpose of providing technical assistance and support.• Troubleshoots malfunctions of network hardware and/or software applications within the client’s local and wide area networks, telephones and security systems (e.g. servers, hubs, routers, network protocols, etc.) for the purpose of resolving operational issues and restoring services.• Proactively engages T2, T3 support (network and IT), LEC (local exchange carrier), and vendor groups to address & resolve issues.

• Provides support for products and services offered by the Company.• Utilizes various systems and tools (from internet or intranet) to initiate to assist and service customers.• Troubleshoots and resolves customer impacting issues such as but not limited to voice & data issues that span multiple networks and interdependent network elements, considering network conditions, connectivity, devices, applications, provisioning and billing.• Assists customers with products and services such as but not limited to laptop connect services including air cards, USB devices, initial set-up, configuration of AT&T; provided software & applications.• Proactively engages T2 and T3 support (network and IT) to address & resolve issues.• Engages third party vendors and suppliers as needed to address service faults & provide customer resolution.