Dennis Graham

• Performed troubleshooting for Juniper, Cisco, Adtran and ADVA devices.
• Provided network support services for devices such as switches, routers, and other hardware.
• Troubleshot complex multi-vendor network service provider issues.
• Managed, tracked, and coordinated problem resolution and escalation processes.

• Manage and maintain over 300 endpoints, including servers and PBXs, using in-house RMM tools.
• Enhance business continuity for customers by overseeing backups, endpoint security, and email security.
• Provide responsive support for enterprise networks and infrastructure, collaborating closely with team
  members.
• Independently plan and implement projects, supporting additional initiatives led by fellow team members

• Delivered efficient Tier 2 support for internal teams and customers, managing over 2,000 termination
  points.
• Provisioned new services, configured carrier circuits, and maintained the customer network.
• Assisted in troubleshooting and managing network support requests to ensure minimal downtime.

• Provided fast, responsive, and comprehensive solutions to customer support tickets both onsite and
  remotely.
• Applied critical thinking and logical troubleshooting to resolve issues and improve customer satisfaction

Trained employees and supported day-to-day operations, contributing to sales and customer engagement
across four districts.