In my Tier 2 and Tier 3 roles, I specialized in handling more complex and escalated technical issues that frontline support couldn’t resolve. I worked in high-volume environments, taking 100 to 150 calls a day, troubleshooting internet, network, and phone issues across multiple regions.
I regularly worked directly inside modem and router systems—resetting configurations, adjusting channels, managing SSID and PSID settings, and helping customers connect multiple devices. I also handled telephony issues like call routing, number porting, and even setting up fax functionality when needed.
A big part of my role was identifying root causes—whether it was signal issues, network congestion, or configuration problems—and resolving them efficiently. I used systems like Avaya and Cisco Finesse to track cases and ensure everything was documented properly.
That experience really built my ability to troubleshoot deeply, stay calm under pressure, and take full ownership of issues from start to finish.