Network Support Specialist

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Summary

Network Support Specialist
Full-time - Contractor
May 2022 - present 11 months

I was responsible for:
Assistance with the setup process, PC hardware, software, and network connectivity
Excellent technical support to customers through the diagnosing, troubleshooting, and resolving of any issues related to Modems, Routers, Wi-Fi Range Extenders, Mesh Systems, MoCa Adapters, Powerline Network Adapters, Wireless Access Points, and customer equipment (personal computers, tablets, smartphones, smart TV, printers, IP Cameras)
Assistance with the setup process, PC hardware, software, and network connectivity
Answer incoming chats and email tickets regarding technical questions and problem resolution
Handle sensitive customer information with care and accuracy as entered into the internal ticketing system.
Managed software and hardware issues for end-users.
Troubleshoot failed drives, warnings, and unscheduled reboots.
Identified issues and implemented troubleshooting techniques to alleviate downtime and system failure.

Network Monitoring Engineer

Full-time
Jul 2017 - Aug 2022 · 5 yrs 2 mos

Monitoring network 3G/4G, Backbone IP, and CBU.
Monitoring the MPLS clients and drafting monthly SLA reports.
Communicate with other departments such as field technicians, technical support, commercial departments, and strategic clients.
Drafting reports for downtimes of the monitoring equipment.
Troubleshoot and escalate incidents in the network for equipment such as Cisco, Juniper, Huawei, and D-Link.
Use specific applications for network monitoring such as SNMPc, OSS, U2000, NetAct, NetNumen U31, and ENM.