Ryan Dabon Email & Phone Number

Miami, Florida, United States

• Provide timely response to all incidents, outages and performance alerts.
• Monitor the health of the infrastructure and make timely decisions to ensure optimal network performance and organizational productivity.
• Recognize, identify and prioritize incidents in accordance with client business requirements, organizational policies and operational impact.
• Collect and review performance reports for various systems and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.
• Monitor critical infrastructure across customer’s environment that include but are not limited to telecommunication circuit, LAN/WAN systems, routers, switches, firewalls, VOIP systems, servers, storage, backup.
• Document all actions in accordance with standard company polices and procedures

- Establish networking environment by designing system configuration, directing system installation; defining, documenting and enforcing system standards.- Build, configure, replace and troubleshoot network hardware and associated devices.- Develop and document network and telecommunication configuration and security standards in network engineering.

• Receive inbound requests or incidents from client business users, end users and third party organization using the IPFX and Interactive Intelligence CIC VOIP Telephone system.
• Accept and process incidents or requests via phone, email or portal.
• Take the customer details correctly, maintain high levels of detail, quality and service while assessing the appropriate impact and priority, investigating and resolving the incident or request and/or assigning to the.
• Monitor, process and document all incidents or requests through defined ticketing system called ServiceNow and working in an ITIL environment.
• Create test scripts for ServiceNow User Acceptance Testing(UAT).
• Follow defined troubleshooting procedures documented in Knowledge Management Tool.