Jose Armando Joubert Email and Phone Number

Ensuring that the networking system runs efficiently without interruption. Responsible to come up with innovative solutions to various networking problems.• Work with engineering and customer support closely on issues and escalations• Proactive in handling issues for priority incidents and ensuring resolution in timely manners• Provide second level escalations support• Support all Service Infrastructure systems and services• Identify and verify service impact to customers

Analyze problems, perform troubleshooting, communicate with site technicians other NOCs, and track problems trough resolution. Primary responsibilities include:• Act as a subject matter expert for support area provides training to Tier 1 via knowledge transfer and knowledge articles• Provide technical, operational and analytical support for managed service customers on a global MPLS/VPN network infrastructure working with LAN/WAN technologies• Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible• Document troubleshooting steps and service restoration details• Provide specialized investigation and diagnosis of all Incidents and Service Requests

• Provided incident administration and technical support to over 60,000 users who depend on Cisco Jabber and WebbEx Meeting applications (PC, MAC, Linux, Mobil) to fulfill their duties.• Ensured that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreement. • Performed the administrative tasks necessary to support and resolve customer incidents before SLA's are breached. • Remotely accessed customer system and perform basic troubleshooting for incident isolation. • Worked directly with Tier 1 Support to ensure proper recording of incidents in multiple ticketing systems (Service Now, Remedy BMC). • Monitored incidents via Solarwinds and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.• Identified potential problems and/or increasing trend of repetitive Incidents. • Categorized issues for escalation to appropriate technical teams and external local network providers. • Worked daily with customers providing phone and email support.