• Utilize Active Directory (AD) in creating, modifying, and deleting end users accounts, computer names and organization unit (OU).• Utilize Service Now as a ticketing system main source of creating accounts on Active Directory (AD).• Create user Account, Password reset and elevating rights to users• Perform other admin task assigned by the job leader• Verify information accessing Microsoft Identity Manager (MIM) website if an account already exists for a potential new hire or a transfer from different facility.• Research New Hire information utilizing VA Personal Identity Verification (PIV) Enrollment Portal to verify the non-existing and existing accounts to prevent accounts duplication.• Participate on process improvement task• Track, document, and resolve all escalated Help desk problems and solutions using SNOW ticketing system

• Troubleshoot and test ss7 circuit with carrier and end user customer.• Monitor ss7 network/circuits using ARPS (monitoring tool)• Escalate circuit trouble to carrier for investigation and resolution.• Track and update trouble on Remedy ticketing system.

• Tier2 support to Users Globally utilizing Cisco Call Manager 11.5 and Cisco Unity 11.5Monitor ss7 network/circuits using ARPS (monitoring tool)• Provisioning of phone and user profiles, name changes with CUCM, assigning voicemail account, resetting voicemail password on Unity Connection• Performed Daily System health checks, confirming all the systems are up and runningCheck/Complete Backups and Purge old Backup• Perform inbound and outbound test call, CER (911 call Test and Validation), Voicemail message to Outlook.

• Monitoring the performance and security of the fiber networks and related elements to ensure consistently strong.• Troubleshooting and resolutions of issues by supporting Central office and field technicians to quickly alleviate any network degradation or failure.• Supported ongoing network maintenance and upgrades.

• Configure and conduct pre-installation testing of SIP Gateway (eSBC – Enterprise Session border controller) for service activation.• Service Activation with Customers and multiple different types of PBX vendors.• Troubleshoot SIP messaging between customer PBX and TWC network.• Analyze Q.931 debug messages from the Cisco Voice Gateways.• After hour on-call support on a rotation basis.• Develop troubleshooting wiki documents.

• Interface with other TWC originations and vendors to resolve troubles.• Produce troubleshooting documents and conduct training for NOC Tier 1 personnel.• Direct support to internal and external customers to mitigate service impact resulting from network events.• Monitoring network surveillance systems, responding to alarms and error conditions.• Engage Vendors, Engineers for debugging, troubleshooting and resolution of the issues.

• Network operations support for all Time Warner Cable business class, PRI over fiber and PRI-Docsis customer.• Initial troubleshooting, problem analysis and isolation of network and system events in accordance with NOC Incident Management guidelines.• Troubleshoot voice quality problems such as one-way audio, dropped calls, post dial delay, no audio or echo. • Vendor escalation and Cisco TAC cases management. • Communicate with Tier II and Voice Engineering, regarding planned and unplanned outages, as well as assist with resolutions.

• Perform call through testing to verify, confirm the routing is correct. • Analyze and debug call failure cases in coordination with CLEC and Switch Operations Engineers.