Key Performance Areas1. Technical Proficiency• Knowledge Base: In-depth understanding of the technology stack, software, and hardware used by the organization• Problem-Solving Skills: Ability to diagnose and resolve complex technical issues efficiently2. Customer Service• Responsiveness: Timely response to user queries and issues• Communication Skills: Clear and effective communication with users, both verbally and in writing• Empathy and Patience: Understanding and addressing user concerns with a patient and helpful attitude3. Quality of Work• Thoroughness: Comprehensive troubleshooting and documentation of issues• Adherence to Protocols: Following standard operating procedures and guidelines4. Continuous Improvement• Training and Development: Participation in ongoing training and professional development• Feedback Utilization: Incorporating feedback from users and supervisors to improve performance• Proactive Learning: Staying updated with the latest technologies and support practices5. Collaboration and Teamwork• Team Contribution: Active participation in team meetings and collaborative problem-solving• Interdepartmental Coordination: Working effectively with other departments to resolve complex issuesPerformance Metrics1. Customer Satisfaction (CSAT)• Surveys and feedback from users to gauge satisfaction with support services2. Quality Assurance (QA)• Regular review and assessment of support tickets and interactions• QA scores based on adherence to protocols and quality of resolutionsStrategies for Enhancing Performance1. Ongoing Training• Regular technical training sessions to keep up with new technologies and updates2. Performance Reviews• Regular performance reviews with clear feedback and actionable goals• Setting specific, measurable, achievable, relevant, and time-bound (SMART) goals3. Process Improvement• Continuously refining support processes based on feedback and performance data

Perform configuration, troubleshooting and monitoring MPLS IP Core Network. Troubleshoot is performed through traces analysis and analyzing the logs of platforms. Perform IP connectivity configuration F-10, Cisco, Juniper Router and Switch. Setup roouting protocol Static and Dynamic (RIP, EIGRP, OSPF, BGP), setup VLAN, Ethchannel, Spaning Tree Protocol, VRRP(Virtual Router Redundancy Protocol),