• Provide the highest level of incident and problem management for the world’s largest IP network, AS1299, supporting its core and the full range of customer services (IP Transit, EVPL, ELAN, VPN, DDOS mitigation, Voice), and act as the highest level of escalation support for NOC, configuration, and implementation teams.• Work with a variety of vendors and routing protocols, with equipment ranging from customer premise routers to multi chassis super core routers (Cisco, Arista, Juniper).• Interface with vendors and manage TAC cases and RMA’s.• Automate tasks with scripting• Analyze regex expressions for alarm creation• Perform packet captures and packet capture analysis on network devices and a remote Linux server running Wireshark• Perform traffic engineering to manually relieve network congestion.• Perform implementation tasks such as software upgrades.

Led a 5 member shift for service assurance customer support and took escalations for incidents Participated in interviewing candidates and hiring decisions, and trained new team membersIncreased first line resolution while decreasing escalations going above customer servicePerformed capacity planning and implementation of link augmentations

Was made IP Knowledge leader for the customer service teamLed transformation of customer service team role from being ‘case managers’ to 1st line troubleshooting and resolution.Maintained documentation of IP services and troubleshooting proceduresBecame shift leader of 5 member team responsible for assigning daily tasks and ensuring a productive workflow throughout the shift with an emphasis on reducing total case count and managing escalated cases

Quickly and efficiently managed large numbers of calls/emails from enterprise customers with an emphasis on providing first line resolutionMaintained composure while multi-tasking in a high stress environment