• Monitored network capacity and performance to diagnose and resolve complex network problems.• Performed troubleshooting for Juniper, Cisco, and packet analysis.• Provided network support services for devices such as switches, routers, and other hardware.• Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.• Trained junior engineers on industry best practices, fostering a collaborative team environment that prioritized knowledge sharing.• Created VPN infrastructure and allowed for secure remote connections.

• Worked as a member of a cross-functional project team contributing to technology-based solutions and consulting on concept feasibility.• Own the technical components of a customer integration project including but not limited to configuration, debugging, documentation, testing, and go live support.• Integrated Akamai's Solutions including Prolexic Routed, Prolexic Connect, Kona Site Defender, Web Application Firewall, FastDNS, Global Traffic Manager, Dynamic Site Accelerator, and more.• Assess and analyze customer web applications and web traffic to help identify threats and potential vulnerabilities.• Created and implemented custom web application firewall rules and/or implement router and network configurations in order to successfully integrate or update customer solutions.

• Triaging and troubleshooting layer 1-3 problems and/or planning and executing scheduled Network Changes, in a state-of-the-art MPLS based IP backbone, associated with customer managed services such as routers, switches, firewalls, load balancers, and DNS.• Provided complete end-to-end engineering and installation of route-based IP network solutions.• Created VPN infrastructure and allowed for secure remote connections.• Contributed to disaster recovery planning efforts by designing resilient networks that could withstand unexpected events.• Optimized routing protocols to improve data transfer speeds across the organization’s network infrastructure.• Provided detailed network diagrams and procedural guidelines.• Implemented WAN and LAN designs in multi-datacenter configurations.• Diagnosed network problems involving combination of hardware, software, power, and communications issues.

• Manage network incidents through to service restoration, resolution, and closure. Engage customers, additional internal teams, and external vendors as required.• Customer and core infrastructure monitoring: Learn alarm management platforms, functions, and terminology. Verify validity of alarms and follow troubleshooting procedures as outlined. Work with remote locations on verification and resolution of alarms.• Follow outlined procedures for customer notification and escalation.• Provide a technical network interface with customers.• Manage network incidents through to service restoration, resolution, and closure. Engage customers, additional internal teams, and external vendors as required.• Review network requirements and engineering concerns associated with customer requests such as equipment configuration, and operational impact.• Perform network configuration changes in response to client issues.• Perform root cause analysis on network problems.• Identify chronic problems and take action to identify and resolve the root causes.• Review logs and performance reports for emerging problems and initiate preventive action.• Act as a technical training resource and escalation point for peers and other internal teams.• Maintain technical expertise and required industry certifications and stay current with new and emerging networking technologies.

• Keep customers informed of progress during lifecycle and make follow/ups call or communication in a timely manner.• Provided technical support to customers with software and hardware issues in the graphics and chipset department. • Maintain updated knowledge of company products and services to better provided customer support and service solutions.• Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.• Deliver service and support to end-users via chat and remote sessions;• Diagnose and resolve technical hardware and software issues.• Research required information using available resources.

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.• Provided excellent customer service to customers who were having trouble with their Internet connection, television and phone; troubleshoot Internet problems to the best of my ability; provided resolution options in the event that I could not fix the issue.• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.