ROLES AND RESPONSIBILITY
Responding to customer support requests and queries in a timely and accurate manner
Diagnosing and troubleshooting software and hardware problems, and applying the best solutions to resolve technical issues
Providing technical assistance for queries and issues related to computer systems, software, and hardware
Resolving network issues, installing and configuring hardware and software, and managing servers and technology tools
Setting up accounts for new users and assisting with password or login problems
Testing and maintaining systems to ensure optimal performance and prevent issues
Training users on both software and hardware, guiding them with easy-to-understand instructions
Reporting customer feedback and potential product requests to executive teams
Creating technical documentation and manuals to assist other team members and users
ROLES AND RESPONSIBILITY
Managed Systems Engineering: Oversaw the design, configuration, and maintenance of systems engineering for front-end processors and network nodes, ensuring optimal performance and reliability across the network infrastructure.
Traffic Forecasting and Network Optimization: Conducted in-depth analysis of traffic patterns to forecast demand, optimize route planning, and enhance network efficiency. Implemented data-driven strategies to reduce latency and improve overall network performance.
Cross-Functional Collaboration: Worked closely with cross-functional teams, including software developers, hardware engineers, and project managers, to implement new technologies and perform system upgrades. Ensured seamless integration of new solutions into the existing network architecture, enhancing overall system capabilities.
Technical Support for Complex Network Issues: Provided expert-level technical support to diagnose and resolve complex network issues, minimizing downtime and ensuring uninterrupted service delivery. Implemented troubleshooting techniques and preventative measures to mitigate recurring problems and enhance network stability.