• Retained following acquisition of Juniper by Barclays to support the network across nationwide markets with over 20 thousand employees.• Troubleshoot issues involving DHCP servers, Gateway routers and switches, DNS, TFTP servers, monitoring servers and other components.• Resolve incidents through ticketing systems for various tasks for end users.• Ensure achievement of customer service goals and productivity standards by closely monitoring bandwidth and latency for proper connection, assessing national support standards and accommodating for expanding network and customer base.• Analyzed up to 65 customer incident reports per day and successfully resolve 95% with only 5% requiring escalation.• Collaborate with a team to identify trends and troubleshoot complex issues.• Asked to create and implement advanced training programs to educate peers and help launch new tools, products and technologies.• Played key role on many focus groups by providing highly professional and valuable feedback and recommendations.• Earned promotion due to solid technical skills, strong work ethic and ability to outperform peers in productivity and customer satisfaction.• Proactively resolved issues such as fiber optic cable cuts, server failures and network routing to prevent costly customer support calls.• Brought on to provide help desk support including resolving direct customer issues regarding connectivity, email, browsing, and security software and company products.• Maintain all system updates and security levels to comply with Global IT requirements.• Coordinates Divisional IT projects and maintenance of business activities with the Senior Director, IT. Satisfies all special status reporting requirements as directed by the Sr. Director, IT.• Best effort availability for 24/7 emergency requirements.