Project Coordination: Collaborate with the sales team to discuss upcoming projects, provision necessary materials, resources, and timelines.Team Management: Lead a team of four engineers, overseeing their activities, schedules, and project assignments.Planning & Scheduling: Strategically plan and assign team members to future projects, ensuring efficient workflow.Technical Expertise: Work on Network Infrastructure solutions, including WAN, LAN, WLAN, and Security solutions with vendors like Cisco and Fortinet (Routers, Switches, Access Points, Firewalls, Authentication, and Authorization solutions.Customer Support: Manage service contracts, provide regular support to customers, and assign tickets to engineers to maintain SLA and contractual agreements.

Develop comprehensive customer success plans by understanding individual customer needs, ensuring seamless onboarding, providing ongoing support, and delivering innovative solutions to enhance the overall customer experience. ● Takeownership of quality of service and customer satisfaction for all implemented services and solutions, measuring performance against defined service level agreements (SLAs) and conducting regular service review meetings ● "Ensurestrict adherence to service management processes by operations, achieving a 99.9% alignment of Operational Level Agreements (OLAs) and SLAs, as well as third-party supplier agreements, with contracted timeframes.” ● Drivebaseline Key Performance Indicator (KPI) improvements to ensure consistency in service delivery and customer satisfaction

Led global consulting projects, managing the full project lifecycle from engagement to post-support, with deep expertise in Cisco products, including Cisco SD-WAN, WAN, LAN, and Wireless technologies. ● Delivered high-impact solutions, integrating cutting-edge Infrastructure and security solutions from leading vendors such as Cisco , Palo Alto and FortiGate, ensuring seamless alignment with client objectives and enhancing network security and performance. ● Coordinated cross-functional teams, successfully aligning technical strategies with customer needs to achieve project milestones and foster long-term client relationships.

Managed the successful migration of customers from legacy IP DSLAMs to new MSAN cabinets, overseeing configurations and ensuring smooth transitions for end-users. ● Collaborated with field engineers to execute remote installations and set up new infrastructure, enhancing connectivity and network reliability. ● Providedhands-on technical support, performing troubleshooting and configurations on routers, switches, and MSAN cabinets, ensuring optimal customer satisfaction and network stability.Monitored 350+ nodes on TEData’s network, ensuring 99.96% SLA by managing outages, upgrades, and maintenance, troubleshooting IGP, BGP, MPLS, and performing device configurations and IOS upgrades on Cisco routers (2900, 3800, 3900, 7200, 7600 series)."

Provided technical support for hardware and software issues, ensuring optimal performance.

Led project management efforts by providing expert guidance to field engineers, ensuring efficient and timely restoration of physically downed endpoints to minimize disruptions. ● Delivered exceptional customer support by collaborating closely with field teams to troubleshoot and resolve technical issues, enhancing network performance and reliability.

Provided ADSL technical support, addressing customer inquiries and resolving both technical and billing issues related to the ADSL service.