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Responded to customer inquiries through phone, email, chat, and other digital communication channels. Promoted FTTP free upgrades and router/modem sales, consistently achieving top monthly performance targets. Accurately maintained service records and updated the helpdesk ticketing system (Salesforce CRM) in real time. Supervised and supported frontline agents during weekend shifts, ensuring team performance and service level targets were met. Monitored agent KPIs including call handling time, hold time, and adherence to schedules. Provided real-time guidance and performance feedback to improve service delivery. Assisted both residential and business customers with technical issues such as: Modem and VoIP phone configurations Mobile connectivity issues Internet connectivity issues (e.g., slow speeds, no sync/authentication, dropouts, browsing issues) Managed and coordinated appointment bookings and rescheduling for technical visits. Escalated complex issues and liaised effectively with resolver teams including Sales, Provisioning, and Billing to ensure timely resolution. Lodged and followed up on customer faults with major Australian network suppliers, including Telstra, NBN, and OptiComm, ensuring timely resolution and regular updates to customers. Handled customer complaints and Telecommunications Industry Ombudsman (TIO) complaints efficiently, ensuring timely resolution and achieving high First Contact Resolution (FCR) rates by addressing root causes and preventing repeat calls. Supported and mentored new agents during nesting periods, delivering one-on-one coaching sessions to accelerate learning and maintain service standards. Identified system bugs and process knowledge gaps, escalating findings to the management team for resolution and workflow improvement. Participated in a special project during periods of high fault volumes; analyzed fault trends, tracked cases via Salesforce, and ensured timely resolution in coordination with relevant teams.

Managed incidents and service requests, ensuring timely resolution within defined SLAs. Escalated and coordinated with resolver groups, including Service Desk, MSS, and EMS teams. Utilized ITIL-based workflows to process incidents and service requests efficiently. Monitored network devices using SolarWinds and conducted root cause analysis for recurring issues. Delivered technical support via Microsoft Teams and phone, maintaining detailed logs in ServiceNow CRM. Hands on experience in F5 Load balancer, Infoblox, Cisco Nexus Switches and Cisco Catalyst Switches Managed and optimized automated, cloud-managed DNS, DHCP, and IPAM solutions using Infoblox to ensure efficient network resource allocation and security. Collaborated with project teams and participated in customer meetings to provide updates, gather requirements, and ensure alignment with project timelines and objectives. Troubleshot LAN/WAN infrastructure issues involving routing protocols such as EIGRP, OSPF, and BGP to ensure stable and optimized network performance. Implemented configuration changes as per assigned tasks within scheduled change windows, ensuring configuration backups before and after changes for recovery and compliance. Coordinated with Cisco TAC for hardware replacements, including RMA processing and configuring standby devices to minimize customer downtime. Installed, configured, maintained, and troubleshot Cisco routers and switches across enterprise environments. Handled second-level support for network incidents, router replacements, and IOS upgrades. Supported Cisco SD-WAN deployments, including troubleshooting, configuration, and upgrades aligned with Cisco’s latest technologies. Created and escalated support tickets with global ISPs such as Verizon and Sify to resolve issues