Engineer 2 at Core Network Command Center• Troubleshot issues, providing technical solutions to operational problems, new product integrations, implementation of existing products and services, and overall upkeep and maintenance of designated areas of engineering.• Served as primary point of contact between support team and senior engineering, helping identify and resolve network issues quickly with minimal downtime.• Identified and reviewed procedures for change and configuration management in production environment, resulting in improved efficiency and reduced downtime.• Decreased network downtime in the event of an issue by ~25% through implementation of proactive monitoring and rapid response protocols and addressing various types of network issues, including signal degradation, equipment failures, and service outages.• Implemented backups and fail-over configurations, enhancing system reliability and data integrity, which reduced system downtime 30% through establishment of fail over mechanisms, ensuring continuous service availability during hardware failures or maintenance.• Improved customer satisfaction and trust by ensuring uninterrupted access to services and quick restoration times during unexpected outages.• Collaborated with third-party companies, ensuring network reliability within company’s infrastructure.• Fostered a collaborative work environment by encouraging team members to share insights from individual experiences and lessons learned.

• Monitored network traffic and performance data for identifying, analyzing, and resolving issues.• Collaborated with network engineers in providing timely support and solutions for escalated network issues.• Assisted in evaluation and implementation of network performance improvements, ensuring optimal customer experiences.• Worked in Network Operations Center (NOC) team, maintaining accurate documentation of network incident reports. Improved efficiency and effectiveness of troubleshooting future incidents by creating a comprehensive database of past network issues and resolutions.• Contributed to development of performance monitoring scripts and tools that automated data collection and analysis.• Provided remote support to field technicians of hardware replacements on Juniper, Cisco, and other types of network devices.• Conducted routine inspections and diagnostic tests, identifying and resolving issues affecting network performance and reliability.• Stay updated on industry trends, technologies, and best practices related to HFC network operations and maintenance.• Mentored team members on network monitoring, troubleshooting, and maintenance tasks, enhancing staff’s technical skills and knowledge.• Facilitated knowledge transfer through regular training sessions across departments, sharing functionality and value add of the team.

- Conduct routine diagnostic tests to identify and resolve issues affecting network performance and reliability.- Troubleshoot and resolve service interruptions, signal impairments, and other technical issues impacting cable television, internet, and voice services.- Coordinate with internal teams and external vendors to ensure timely resolution of escalated technical issues and service outages.- Document all work performed, including repairs and maintenance activities, using company-provided systems and tools.- Provide excellent customer service and support, addressing inquiries, concerns, and service requests in a professional and courteous manner.- Stay updated on industry trends, technologies, and best practices related to HFC network operations and maintenance, participating in training programs and professional development activities as required.

- Analyzed network performance and provided support for network-related issues.- Assisted in the implementation and maintenance of network systems, ensuring efficient operation.

- Oversee the end-to-end activation process for telephony services, ensuring timely and accurate provisioning of phone lines, features, and equipment.- Provide mentorship, training, and guidance to activation analysts, fostering a culture of continuous learning and development.- Collaborate with cross-functional teams, including engineering, product management, and customer support, to resolve activation-related issues and improve service offerings.- Monitor activation performance metrics.- Serve as a subject matter expert for telephony activation processes, systems, and technologies, providing expertise and support to internal teams and external partners.- Act as a point of escalation for complex activation issues, working closely with technical teams to troubleshoot and resolve issues in a timely manner.- Stay updated on industry trends, standards, and best practices related to telephony activation and provisioning, incorporating new technologies and methodologies as appropriate.

- Provide technical support for Apple Macintosh computers, including hardware and software troubleshooting.- Install, configure, and maintain Mac operating systems and software applications.- Set up new Mac devices for users, including system configurations, user accounts, and software installations.- Train users on Mac operating systems, applications, and best practices for efficient usage.- Stay updated on the latest Apple technologies, products, and industry trends.- Provide documentation common Mac-related issues and solutions.- Troubleshoot and resolve hardware and software issues remotely as required.