• Provided 2nd level support for escalated critical network outages, network problem analysis, troubleshooting and resolution of moderate to complex WAN (Wide Area Network) and LAN (Local Area Network) related issues.• Performed network installation, configuration, implementation upgrades & performance-related of switches, routers and firewalls.• Proficient with Network protocols (OSPF, BGP, VLAN, TCP/IP, etc), network security, IPSec and VPN, F5 Load Balancer, Palo Alto Firewall.• Performed planning and execution of infrastructure Moves, Adds, Changes, and Deletes (IMACDs).• Deploy, manage and monitor Azure services, including Virtual Machines, Storage, Networking, and Security• Deploy, manage and monitor AWS cloud infrastructure such as VPCs, Security Groups, EC2s, AWS Load Balancers. • Connect On-premise and Cloud infrastructure using Direct Connect (AWS) and Express Route (Azure).• Liaise with Customer, Other teams and 3rd party vendors including but not limited to Cisco, Juniper, Palo Alto, Lumen and other ISP globally to ensure timely problem resolution.• Worked in a fast-paced, work well under pressure and meet deadlines, team player with minimal supervision and a strong commitment to customer satisfaction.• Strong attention to detail, audit and maintain adequate backup and recovery for all network devices.• Performed business continuity tests and disaster recovery activities.• Work with the Security Engineers to plan, reviews and implement network security including building/maintaining firewalls rules, applying encryption, managing host security, file permissions, and other related items.• Process network request and incident tickets related to IPsec Tunnel, IP addressing assignment, Firewall Policy, Azure Vnet Peering, AWS Direct Connect, router and switch configuration, F5 Load Balancer, SDWAN, Ubiquiti and ISP Circuits.

• Monitored a wide variety of environments with specific focus on Network devices (Cisco Routers, Cisco Switches, Palo Alto Firewall, F5 Load Balancer), and COLO infrastructure (Physical and Virtual).• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.• Proactive identification and resolution of network issues.• Managing, monitoring, and maintenance of day-to-day activities, log and document all incidents in ServiceNow and resolve customer problems.• Performed capacity and resource planning to evaluate existing network systems to recommend resources and maintain or expand as necessary.• Ensured all changes to infrastructure are documented through Change Management Process.• Provided prompt, clear and timely communications of the progress of customer cases. Logs, coordinates and communicates problems using standard problem management and escalation procedures.• Proficient in IP networking fundamentals and technologies such as BGP, OSPF, MPLS, TCP/IP, IPsec, DMVPN, Wireless and SD WAN.• Strong problem-solving and critical-thinking abilities.• Experienced in network monitoring and management technologies.• Respond to client problems via phone and/or tickets and provide excellent customer service and documentation skills.• Liaised with third party vendor such as local Internet Service Provider (ISP), Cisco and Juniper technical group and internal/external support group.

Responsibilities are:• Troubleshooting of T1, MLPPP, NxT1 and Ethernet circuit related issue.• Testing DS1 circuit, interpreting network alarms and referring ticket to Local carrier for isolation.• Experienced with basic configuration and access of Cisco routers, Cisco Wireless Controller, Juniper routers and modems and Adtran routers.• Managing proactive network events, performing initial diagnostics and escalating to higher level technical support groups in order to resolve issues related to managed services.• Proactively detects anomalies and performance issue impacting managed services and bring problems to resolution.• Perform incident management, problem management, end to end trouble isolation and repair on circuit and network incidents.• Work with LECs, PTTs, and third-party vendors, as well as Customer centers, Verizon Operations groups, Field and Central office dispatches.• Liaise with Cisco, Juniper, Adtran and Cradlepoint for TAC cases on service or device related issues.• Keeping customers informed on requests status and progress.• Handles critical and special customers for more efficient resolution to the problem. • Handles escalated tickets, calls and/or issues. • Manage the incident lifecycle, service requests and user relationships within ITIL processes.

• Handles critical and special customers for more advanced troubleshooting and efficient resolution to the problem. • Handles hot tickets, calls and/or issues. • Accepts supervisory call from Tier1 and provide next course of action.• Responds timely and accurately to the escalations of the Technical Support Professionals via phone and/or email. • Reviews chronic and/or intermittent tickets and provides recommendations and next step to resolution. • Generates and sends daily operations report, by request, to the Account Manager/Supervisor and/or Team Manager. • Contributes to other projects/initiatives for process and account performance improvement.• Remote management (inband and out-of-band) of enterprise routers (Cisco 1800, 2100, 2800)• Basic troubleshooting of BGP, Static, and Routing issues

• Handles customer’s problems arising from various products supported• Provides first line email and/or chat service. Accepts inbound email messages and chats.• Follows prescribed problem resolution procedures• Demonstrates a strong customer service orientation and takes responsibility for follow up to insure customer needs and expectations are satisfied