Professional with 12+ years’ experience in network service operations, as a network suppport engineer and as an incident and escalation manager.Experience maintaining and troubleshooting large enterprise IP networks.Resolution of complex technical issues in critical production environment, supporting global customers.Technical lead of bridge calls with internal and external stakeholders.Creation and maintenance of technical documentation and operational knowledge databases.Technical training of internal teams.Experience handling escalations and leading critical incident calls with internal and external stakeholders.Review of critical incidents to support root cause analyses and process improvements.Previous experience with back-end and front-end software development.Cisco professional-grade certifications.ITIL foundation certification.Maintained consistently high performance review scores.Recognized by customers, peers and senior management.