 Network & Switch Upgrades: Led critical switch upgrades and migrations, managing installations, de-installations, and network testing, ensuring seamless transitions with minimal disruptions. VoIP & Hardware Troubleshooting: Diagnosed and resolved complex VoIP issues, installed new equipment, and replaced faulty components, significantly enhancing system reliability and communication efficiency. Structured Cabling & Network Expansions: Conducted site surveys and installed structured cabling (Ethernet, fiber optic) to support network expansion, completing projects ahead of schedule with minimal disruption to operations. Hardware Setup & Diagnostics: Configured and installed routers, firewalls, and wireless access points, optimizing network performance. Conducted diagnostics and replaced failing components, extending hardware life and improving system stability. Vendor Coordination & Inventory Management: Collaborated with third-party vendors to troubleshoot equipment and managed IT inventory, ensuring compliance with security protocols. Coordinated the secure disposal of outdated servers and hardware components. Project Documentation & Process Improvement: Maintained detailed documentation of configurations, installations, and troubleshooting, streamlining future upgrades. Contributed to process improvements that enhanced overall service delivery.

 Tier 2 Triage & Troubleshooting: Handled Tier 2 triage of trouble reports, isolating faults and dispatching technicians as needed. Interacted with stakeholders to resolve trouble reports for fiber-based voice, data, and video services. Network Provisioning & Testing: Performed end-to-end acceptance testing to ensure network functionality. Analyzed and resolved network provisioning fallout, ensuring seamless service delivery and customer satisfaction. Support for Installation & Maintenance: Provided critical support for Installation & Maintenance Technicians, assisting in service fulfillment and troubleshooting activities for a variety of services. Software Integration Projects: Contributed to proprietary software system integration projects, facilitating the smooth transfer of data and functionality for a user base of nearly 1 million customers. Improved efficiency and system compatibility through process enhancements. Automation Tools: Led testing and implementation of automation tools, streamlining operations and reducing manual tasks, significantly enhancing productivity. Customer Support & Problem Resolution: Responded to customer calls for order inquiries and trouble reports, resolving equipment issues remotely. Assisted with fiber-to-home activations and isolated trouble conditions, initiating service order corrections when necessary. Network Optimization & Project Leadership: Played a key role in optimizing the fiber network, contributing to projects such as Hub Migrations, Optical Network Terminal Clean-up, and Business Data IP transfer. Led initiatives aimed at improving customer experience and system performance. Team Training & Customer Experience Improvement: Trained over 200 analysts on proprietary systems and tools, improving their troubleshooting skills. Spearheaded projects to elevate customer satisfaction by improving issue resolution times and overall service delivery.