IT Technical Support EngineerIT Technical Support Engineer

Key Achievements:

● Managed 24/7 network operations and infrastructure monitoring for ISP telecommunications services, ensuring high network availability and service reliability. ● Acted as an escalation point for complex incidents, supporting Tier 1/2 teams in troubleshooting and resolution. ● Performed event triage, prioritization, and escalation of network incidents per ITSM procedures, ensuring timely resolution in accordance with the service level agreement targets. ● Monitored network performance, including bandwidth utilization, latency, packet loss, and service degradation across LAN/WAN environments. ● Performed advanced diagnosis and resolution of network infrastructure faults using network analysis tools (Wireshark, tcpdump). ● Managed GPON/FTTH deployments, infrastructure optimization, and service restoration workflows for telecom customers. ● Ensured onboarding of new systems and services into monitoring platforms before deployment. ● Executed scheduled maintenance tasks and system patches in accordance with defined standards with minimal service disruption. ● Configured and optimized Grafana and InfluxDB monitoring systems for network performance visibility and alert tuning. ● Developed Python automation scripts for alert processing, reporting, and operational workflow optimization. ● Maintained technical documentation, knowledge articles, and RCAs to improve troubleshooting efficiency and ensure ITSM compliance. ● Administered Active Directory and Azure/Entra ID, managing user accounts, permissions, and access control. ● Provided Microsoft 365 support, including Teams, as part of day-to-day end-user technical support. ● Applied working knowledge of Fortinet firewalls, VPNs, and ACLs to support network security best practices as part of daily operations. ● Set up and administered DHCP services within a Windows Server environment to support reliable network address allocation.

Key Achievements:

● Installed and configured mission-critical business applications, including POS systems and ERP platforms. ● Provided remote technical support for enterprise systems across multiple locations. ● Administered MySQL database configurations and performed network connectivity troubleshooting to maintain business application availability and data system reliability.