Our mission is to create an experience that is above and beyond the norm. With this in mind we understand that every person, couple and event is unique, and we work to capture the true spirit of your event.

• Installed Cisco switch and router Cisco ME3400, Cisco1941, Cisco 1921 and Meraki hardware • Performed hardware configurations for last-mile installations.• Maintained Cisco Service subscriptions for internal and external customers.• Assisted in the last mile installs of Fibre and cable products. • Updated RADB routes we wish to announce from AS812.• Knowledge of Alcatel 7210 Service Access Switches(SAS-D. SAD-E and SAS-M).• Consistently contributed to reaching team objectives.• Managed bookings of Network Implementation Team• Created processes to help streamline the ordering process and reduce overall install time from order creation.

• Provided a single point of contact help desk to help desk advanced technical troubleshooting, support and answered customer queries regarding repair, replacement, technical problem resolution and connectivity for handheld products and custom data solutions.• Delivered technical support for resolution including, equipment functionality, equipment configuration, application support, software downloads, and network connectivity.• Completed Root Cause Analysis for outages / incident reports with a summary of resolution actions on network components including LTE, 3G, and 2G networks.• Provided Professional white-glove service support for Executives of Medium and Enterprise companies. • Ensured service level agreements and service level performance indicators were met.• Successfully assisted in creating training and documentation for new members on the team• Perform change management activities as scheduled with clients• Using HP Open-View to monitor the status of all network devices and perform proactive troubleshooting based on outages and network trends.• APIS trained on 2G 3G and LTE networks• BES (Blackberry Enterprise Server) Certification• Blackberry 10 Technical Support Certification Product & Technology Skills:SMS, GSM/GPRS/UMTS, EDGE, WiFi, HSDPA and other Rogers Business Solutions for the following products and services:All Blackberry Handhelds, Cellular Phones, PDA’s, MBB, and other data devicesBlackBerry Connect, Desktop Manager, Fleet Management, M2M and MDM solutions, BlackBerry Enterprise Servers with a variety of email solutions, etc.Network surveillance tools such as Tektronix, QoS, NetCool, and SS7, etc.Technology skills and understanding of Network support tools such as HLR, HSS, GGSN, PGW, SGSN, SGW, MGW, MSC, BSC, BSS, RNC, CISCO, Firewall

• Maintain strong relationships with our internal departments, such as• Customer Care, Dealers, Retail, and IT.• Handle all internal/external escalations, efficiently and courteously, directing them to the appropriate departments/individuals for resolution.• Work cross functionally between departments internally and• externally to ensure that each customer in jeopardy is completed• Support business development changes and provide reporting and• operations support

Maintain strong relationships with our internal departments, such as• Customer Care, Dealers, Retail, and IT.• Handle all internal/external escalations, efficiently and courteously, directing themto the appropriate departments/individuals for resolution.• Work cross functionally between departments internally and• externally to ensure that each customer in jeopardy is completed• Support business development changes and provide reporting and• operations support

• Diagnosed and cleared failed cable TV, Rogers Home Phone and High-speed internet Broadband orders.• Completed customer request of services up to the last mile of installation• Referred to as Subject Matter Expert (SME) in various systems; assist in resolving escalated system issues.• Collaborated with IT to develop automated solutions to help reduce the time for manually processing orders and ensured "Clean Order Passed" status.

Delivered world class customer service by having a great understanding of theproducts and systems at Rogers and passing that knowledge on to the customer.• Assisted in developing the current First Time Right (FTR) programcurrently implemented by Rogers entire national customer service department.• Solved customer’s issues by identifying needs and providing possible solutions.• Lead and directed team meetings when requested by team manager.• Assisted fellow team mates with inquires and problems by providing or directingthem to the correct solutions.

• Delivered world class customer service by having a great understanding of the products and systems at Rogers and passing that knowledge on to the customer.• Assisted in developing the current First Time Right (FTR) program currently implemented by Rogers entire national customer service department.• Solved customer’s issues by identifying needs and providing possible solutions.• Lead and directed team meetings when requested by team manager.• Assisted fellow team mates with

• Provided 'World-Class' technical support to T-Mobile Blackberry, Sidekick and Pocket PC subscribers.• Provided support on GSM/GPRS network• Used Samson, Primus, Remedy (Trouble Ticket and Tracking), SMR, iHLR, CrossTalk, Z CrossTalk and OTI tools for network troubleshooting and reporting• Hands-on experience with mobile data cards, Danger Sidekick devices, and various wireless devicesAndroid tablets, Air Cards, Rocket sticks, Fleet Management, solutions, BYOD devices, Custom builtcellular and smarts phones devices

Provided ongoing technical support and consultation for employees.• Played a network administrator role in keeping network security, user accounts,network domain, and client systems operational.Along with performing daily backups.• Single handedly converted existing dialup Internet connection to ADSL connection withvirtually no downtime.• Planned, consulted and implemented the purchase of a new server. Kept it operational inoptimal performance.