 Modify configurations of Data Center and Campus Network Switches to satisfy customer project needs, while following strict Change Management processes.  Troubleshoot connectivity issues between Data Center Switches, Clients, Servers, and End Users in a timely and efficient manner.  Monitor and maintain device and interface health of Campus Network, Healthcare Network, and Data Centers. Plan, coordinate, and implement Network Device upgrades within compliance of established downtime procedures.

COMMERCIAL NOC TECH I: 10/2015 – 9/2016 Provided timely responses to requests received through the Remedy ticketing system, remotely assisted end users by troubleshooting technical equipment and hardware/software issues Modified configurations, utilities, and software for end user provider equipment. Monitored and maintained operating system software and servers, and installed patches and upgrades Initiated communication with users, vendors, and management teams to develop consensus among internal partners, and C-level/business owners and external stakeholders at all levels  Ensured that Service Level Agreements (SLAs)/warranty objectives were met, and provided updates and reports on SLA adherence to the advanced systems team. SENIOR REPRESENTATIVE: 1/2014 – 10/2015  Provided tier II support, utilizing advanced systems to diagnose infrastructure trends, complete technical tasks and ensure timely client issue resolution. Conducted technical training to fill skill gaps and expand areas of opportunity Created and distributed reports regarding incident management, contract retention, customer satisfaction and revenue growth. Provided reports as scheduled or upon request.  Analyzed and resolved hardware, software and networking issues. Worked with client and service delivery teams to identify and manage service improvement activities Collaborated with technical partners to perform system backups. Conducted disaster recovery (DR) testing and documented DR procedures in order to ensure that downtime was minimizedON-BOARDING MENTOR: 5/2013 – 1/2014 Facilitated orientations for new users and transitioned new employees to the production floor within training timelines. Tracked training progress through quality assurance processesTIER I SUPPORT REPRESENTATIVE: 10/2011 – 5/2013 Worked on the Mattersight Pilot Program, tracking keyword usage and reviewing archived calls to identify areas of opportunity for de-escalation in customer interactions