Jaypee Lumague Email and Phone Number

Supervises a team (Customer Care Group - Network Infrastructure).Responsible for the enhancements of team members skill set or technical knowledge.Answers technical inquiries and provides phone support to our clients if necessary.Do technical training for the team members and other groups.Handles escalated tickets from team members esp. HIGH and Medium cases.

Team Leader of Customer Care Group (Network Infrastructure).Responsible for the deployment of Technical Support Engineer for troubleshooting of Network infrastructure related problems of our clients.Escalation for all Network Infrastructure related issues.Handle escalated support tickets and do onsite support if necessary.Handled medium/high/critical tickets raised from our clients and do phone support or onsite support if necessary.Responsible for attending meetings with the client to discuss Network Optimization/Migration/Upgrades.

Handle/Troubleshoot network related issues raised from the clients either onsite or phone support. > LAN Problems - STP, REP, VSS and etc, > DATA Center - VDC, VPC, Zoning Etc. > WAN Problems - IPVPN, DMVPN, Frame-relay, VPN access etc. > Routing issues like EIGRP, OSPF, BGP, ISIS, MPLS, VPLS, etc. > Hardware / Software problems, IOS Bug or devices replacement (RMA).Handled/troubleshoot different network devices either configuration or hardware issues. > CISCO Routers - (ASR 9K, 5K, 1K), ISR 7600s, 7200s, 3900s, 3800s, 2900s, 2800s, ETC.. > CISCO Switches - (Nexus 7K, 5K, 2K),MDS900, c6500, c4500, c3750, c2960, SGE, etc. > Nortel/Avaya Devices - Passport 8600/8800, Avaya 5500, 4500, 2500, bs470, etc Provide root cause analysis and recommendations after successful troubleshooting.Do preventive maintenance of our clients network devices and provided health check, bug scrub, end of life/sale status, and provide network optimization recommendations.Do network assessment to our clients to provide proper recommendations regarding network design, changes, or additional devices to optimize their network.