● Triage and troubleshoot WAN issues for sites across CONUS, primarily for Layer 2- 4 technologies such as routers, firewalls, and switches. from a variety of vendors like Cisco, Juniper and Palo Alto. ● First line of response for major network issues such as site outages and work stoppages. Brief watch officers and provide reports on managed locations. ● Utilize an extensive amount of tools to analyze packet flow and contents, implement firewall policies, and perform troubleshooting.

● Triage computer problems over the phone for customers worldwide. Provided L1 technical support for callers. ● Handled high volumes of phone calls and tickets; over 50+ per day. ● Wide variety of technologies such as Active Directory, ServiceNow, Microsoft 365, etc.