Networking, Collaboration, and Security- Unified Communications Products (CUCM, CUC, UCCX) | Changes/Maintenance/Troubleshooting- Cisco/Juniper/Checkpoint/Palo Alto / Fortinet | Router, Switch, & ASA- Cisco AMP / Firepower | Endpoint Management - Silver-peak SD WAN- Assist customers with incident and change management activities- Analyze and trouble-shoot network communication failures and escalate issues according to established guidelines.- Ensure network and voice quality - Open trouble tickets and test with vendors and ISPs. - Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction. - Create and maintain procedure and informational documents as needed

First point of contact for calls, troubleshooting, as well as handling other customer issues/requests in a NOC environment.