Mentor the level 1 technicians.As a NOC Security Technician, I am responsible for monitoring, troubleshooting, and maintaining our clients’ network infrastructure to ensure optimal performance and reliability. My expertise in Security and networking are essential in proactively identifying and resolving network issues and implementing appropriate solutions. I have the ability to work independently and effectively manage a ticket queue which is crucial to ensure timely response and resolution of network-related incidents.Duties and Responsibilities:Remotely troubleshoot managed network security related issues on support calls with Granite customers and/or field techniciansAssist with the implementation and onboarding of innovative security and networking products, including in-house designed hardware solutionsProfessionally, accurately, and efficiently handle customer requests including technical and non-technical inquiries to any NOC related servicesWork with industry standard partners (Fortinet, Cisco, Palo Alto, etc.) on the support and implementation of nationwide networksStudy and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertiseIndependently handle a queue of tickets, promptly responding to incidents, requests, and changes while ensuring adherence to service level agreements (SLAs).Monitor the performance and health of the network infrastructure, primarily firewalls as well as various SD-WAN devices, routers, switches, and other network components.

Remotely troubleshoot managed service-related issues on support calls with Granite customers and/or field technicians.Assist with the implementation and onboarding of innovative security and networking products, including in-house designed hardware solutions based on industry best practices.Professionally, accurately, and efficiently handle customer requests including technical and non-technical inquiries for areas falling within your chosen scope of specialty (networking, security, application support).Work with industry leader partners (Fortinet, Cisco, VMWare, etc.) on the support and implementation of device configuration for nationwide networks.Refine and improve personal technical capabilities in enterprise networking, network security, and unified voice application support to contribute to the company mission at a higher level of expertise.Manage a personal ticket queue to ensure timely resolution of ongoing tasks .Collaborate with internal workflow specialists and NOC senior staff to ensure a high level of visibility and efficiency in personal day-to-day operations.

The primary responsibility of the IT Principle Support Specialist to provide second level technical support for all store technology and communications to the Retail Store Support Center, AT&T/Compucom, Rollout Operations Center, New/Relocation Stores, and first line of support for Field Technical Services. This involves coordinating activities with multiple resources, such as Field Technical Services, Application development team, Photo, Minute Clinic, equipment vendors, AT&T/Compucom, Broadband ISPs, cabling vendors and other CVS departments, for numerous projects at any given point in time. Responsibilities include but are not limited to the following: - Provide 2nd level support to the Retail Store Supprt Center, Field Technical Services, AT&T/Compucom, and POS & RX Application Development groups for resolving problems relating to store systems. - Working store hardware issues which require in-depth of the connectivity between corporate and the store infrastructure. - Work directly with developers to resolve escalted POS and Mobile applications - Working directly with knowledge and training team to update documentation used by level 1 support.- Coordinate the installation of the Store Equipment (POS, RX, Telephone Equipment, Frame Relay and Low Voltage Cabling) in new/relocation/acquisition stores while provide second level support to Field Technical Support and Low Voltage Cabling Vendors for the installation of the store equipment and cabling. - Identify potential problems that could result in delays and/or untimely sequencing of installations; decide upon actions to resolve these issues as well as those requiring management intervention - Coordinate vendor repairs for telephone lines and telephone equipment with tracking until completion - Program and maintain telephone systems including daily diagnostics, installation of equipment and coordinate vendor services

Coordinating between 2nd level and 1st level support teams for major events. Obtaining a root cause analysis and resolutions for major problems that arise. Working closely with field management to get resolutions quickly and in a timely manner.

Monitored “up-time” for the vertical wave PBX, Blade, and ILO servers. Provided 2nd level support to Agents that are taking Photo calls.Provided Administration duties for 2nd level Queues and reporting. Able to Identify Trends and Major events. Using resources at my disposal effectively.Placed on Floor support to help newer agents by answering questions they have on a problem.Team transitioned to just level 2 photo support in July of 2019.

Provided level 1 vertical wave PBX, POS (Point of Sale), Blade, HP ProLiant Gen 9 Server systems, other hardware equipment support.Troubleshoot Photo equipment (example: Kiosk Desktop and printers).Troubleshoot Pharmacy software issues.Active Directory Experience.Excellence Customer Service skills.

Worked on a database computer system and maintained databases. (Included troop movement and firing coordinates)Building networks for digital radio communications.Calculated where 155 mm rounds will land with a M777 howitzer in a stressful environment.