• Assisted in the administration of network infrastructure, including configuration, maintenance, and troubleshooting of routers, switches, and firewalls.• Responded to user inquiries and provided technical assistance to resolve network-related issues.• Monitored network performance and implemented corrective actions to ensure optimal performance.• Remote troubleshooting and fault-finding using TELNET• Having worked with Onshore Technicians for troubleshooting and… Show more • Assisted in the administration of network infrastructure, including configuration, maintenance, and troubleshooting of routers, switches, and firewalls.• Responded to user inquiries and provided technical assistance to resolve network-related issues.• Monitored network performance and implemented corrective actions to ensure optimal performance.• Remote troubleshooting and fault-finding using TELNET• Having worked with Onshore Technicians for troubleshooting and migrations.• Provided timely and efficient resolution of network issues, minimizing downtime and ensuring uninterrupted network connectivity.• Configured and maintained network devices, including routers, switches, and firewalls.• Performed network monitoring and analysis to identify and resolve performance bottlenecks.• Provide technical support and assistance to customers using cybersecurity products and solutions, with a focus on Microsoft Defender Antivirus.• Diagnose and resolve customer-reported issues related to Defender AV, including installation, configuration, and performance optimization.• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex technical issues.• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides for internal and external use.• Participate in customer training sessions and webinars to educate users on best practices for using Defender AV and Semantic Endpoint Protection effectively.• Identified and resolved customer-reported issues concerning Defender AV and Semantic Endpoint Protection, encompassing installation, configuration, and performance enhancement tasks. Show less