L2 Support Specialist

Team leader of the L2/L3 team which supports the network environment. The team is working mostly with CISCO technologies where we are supporting SDWAN, SDLAN (SD ACCESS), and SDDC infrastructure. Daily responsibilities are work with the team, participation in escalations, and participation in high-priority incidents. The team consists of 19 people who are working with these new technologies. As the customer is under transformation there are a lot of challenges right now as the team needs to be trained, taught new network structure and topology, and on top of that the services for the customer need to be kept without any problems.

Network Team Lead

(Apr 2022 - Present)

• Coaching team members
• Identifying team weaknesses and providing improvement plans
• Understanding team goals, and team strategy and evaluating team progress
• Daily operations activities. Keeping the team running on the expected level
• Resolving escalations. Close cooperation with Service Delivery Manager and/or Delivery lead / Customer
• Shift plan preparation and control
• Spot-check preparations in the cooperation with Team Quality Leader
• Preparation of team performance measurements on a frequent basis in the cooperation with Team Quality Leader
• Preparing the team for support of new clients and/or new technologies.
• Building team spirit
• And much more.

Network Administrator

(Oct 2018 - May 2022)

• I am part of L2/L3 team which is supporting Proxy servers
• Our daily work is
• implementation of changes on Proxy servers (blocking, allowing connection based on authentication content filtering etc.).
• troubleshooting of issues in network (live tshoot with user or tshoot through Citrix in customer netwokr) - recommendation of next steps for customers (in case that issue is not in our environment)
• OS updates on devices in scope (and whole process from change creation, detailed steps to approval request from customer for specific time window)
• creating documentation and presentation/consultation with customer for changes which are required in environment.

Senior Network Specialist

(Nov 2017 - Sep 2018)

• Implementation changes on daily basis
• Creation / changes of PAC file for customer (Java Script)
• Troubleshooting different kind of incidents with customer ( SSL interception, Antivirus problem, authentication problems...)
• Communication with customer
• Communication with vendor (Symantec/Bluecoat, McAfee, CISCO...) in cases of very complex problems
• Recommendation for customer where is possible problems.

Network Specialist

(Mar 2017 - Oct 2017)

• L1 Network Specialist
• handling tickets
• collecting basic information from customer
• Basic checks on network devices
• communication with customer
• Basic troubleshooting of incidents
• communication with level 2 support and escalation of tickets