Network Analyst
Foster City, Ca, Us
-Administered high-level support to 10,000+ users located globally from North America, Europe, Asia, and Australia via phone, email, or Skype -Disseminated team tickets, as the Lead, to peers based on area of expertise using the ServiceNow ticketing system -Led a project to upgrade 6,000+ users' Cisco Call Manager phone systems -Used Excel for analyzing project data and for creating pivot tables to present ticket productivity to upper-management on a daily basis -Deployed routers to allow users to work remotely from home or on-the-go -Maintained and update DNS to work with both vendors and clients in registering and transferring of domains-Troubleshot network connectivity issues with IPs/VLANs on Cisco devices-Managed the company's multiregional Cisco Call Manager and Cisco Unity systems, including user provisioning, phone troubleshooting, call routing and licensing of devices