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Responsible for monitoring network. Monitoring Cisco Routers of different company in the United States. Basic troubleshooting, maintenance and monitoring of ATM and Frame-Relay Networks deployed with different CISCO (2600,2800,7600 and 7200) and NORTEL Routers utilizing routing protocols such as IGRP/EIGRP, BGP, MPLS, OSPF and IP. Customer Alarm Tracking System alert monitoring and trouble ticket generation. Problem diagnostics. Work with internal support groups and recommend diagnostic tests based on degree of service impairment. LEC management and associated escalations.. Negotiate and coordinate with other support centers (i.e. external organizations and internal and external business partners) all sectionalization and testing plans. Escalate ticket according to process based on established intervals. A complete understanding of DMOQs and management structure is required to properly restore service within the allotted time frame.

Provides reports as required by the Senior Account Manager / Account Manager / Client. Assists Tier 1 representatives towards 1st time resolution. Provides technical assistance and instructions on the proper use of resources to find troubleshooting steps for difficult issues. Identifies hot customer issues, establishes trends and reports them immediately to Redmond for resolution. Compiles top or common issues and shares resolution to team on a regular basis. Proactively communicates customer satisfaction initiatives to the client. Monitors technical and soft skills of agents and recommends additional training when needed. In-charge of the team if no Account Manager or Team Manager is present. Ensures that all escalations are processed correctly and in a timely manner. Makes sure that important information is disseminated to the support team by conducting team meetings. Supervises and coordinates with the support team. Conduct training to existing and newly hired agents.