Escalations Manager
Internet Solutions
Total years of experience :9 years, 6 Months
Ensure accountability and leading industry standards are adhered to in the Network Operation Center.
Define, design and improve on KPI's for the engineers in the NOC and report to management on the same.
Manage and monitored the support process in the NOC
Managed services support and installation of network devices.
Managing all operations at a branch level and reporting to the Managing Director at the headquarters.
Performed IT support for corporate customers managing leased lines, DSL circuits, troubleshooting voice and data connectivity to customer site.
Day to day 1st and 2nd line diagnostic, logging and managing service desk support tickets for the reported incidents.
Desktop support experience in MS Office, Win XP, 2000, FreeBSD, UNIX.
Diploma in Telecommunication Engineering