Monitor various service levels and develop action plans to address poor service performance.Prepare and present weekly network results during regular performance meetings.Interact with NOC’s to ensure all outstanding incidents/problems are addressed within service targets and have been prioritized accordingly.Ensure problems or potential problems are brought to the attention of the appropriate groups/persons before they become serious by managing and maintaining proper support… Show more Monitor various service levels and develop action plans to address poor service performance.Prepare and present weekly network results during regular performance meetings.Interact with NOC’s to ensure all outstanding incidents/problems are addressed within service targets and have been prioritized accordingly.Ensure problems or potential problems are brought to the attention of the appropriate groups/persons before they become serious by managing and maintaining proper support processes and communication links between all service supporting domains.Support automation and process improvement for incident management teams.Support new tool deployments.Support automation of field operations tasks.Act as backfill for manager.Support automation and process improvements for Wireless Networks Field Operations. Show less

Guided users in troubleshooting technical issues, achieving a 90% first-contact resolution rate using•diagnostic tools.25%.Diagnosed and resolved technical hardware and software issues, reducing average resolution time by•Handled support calls with strong communication skills, resolving 80% of cases independently andescalating complex cases to the appropriate personnel for swift handling.•Monitored live chat support queues, providing real-time assistance that… Show more Guided users in troubleshooting technical issues, achieving a 90% first-contact resolution rate using•diagnostic tools.25%.Diagnosed and resolved technical hardware and software issues, reducing average resolution time by•Handled support calls with strong communication skills, resolving 80% of cases independently andescalating complex cases to the appropriate personnel for swift handling.•Monitored live chat support queues, providing real-time assistance that led to a 30% reduction in waittimes. Show less