TAMARA ANDREJEVIĆ

Currently working as a NOC Engineer at Hyperoptic LTD, with a strong foundation built through prior roles as a Senior Tech Support and 2nd Line Agent. Proven expertise in end-to-end network operations, incident response, and cross-functional coordination.

Core Responsibilities & Skills:

• Incident Management: Lead and manage incident response for network outages and degradations, ensuring fast resolution and minimal impact.
• NME Coordination & On-Field Support: Coordinate Network Maintenance Events (NMEs) and provide hands-on field support for network restoration and upgrades.
• Advanced Network Troubleshooting: Resolve complex issues involving L2/L3 devices, routing anomalies, and service disruptions.
• IP Address & Routing Troubleshooting: Proficient in subnetting, IP conflict resolution, DHCP, and routing analysis.
• Switch Configuration: Hands-on experience configuring and troubleshooting switches from Nokia, Juniper, and Huawei, including port management, VLAN setup, and port bouncing.
• Protocol Expertise: Strong knowledge of TCP/IP, VPNs, BNG, OSPF, IS-IS, and SNMP.
• Tool Proficiency: Skilled with OSS, Jira, and AMS for managing incidents and tracking resolution workflows.

Key Achievements:

• Networking POC: Acted as the Point of Contact for all networking-related queries within the support team.
• Collaboration: Worked closely with Network and System Support teams to ensure seamless escalation and resolution of technical issues.
• Mentorship & Training: Designed and led training programs for new hires and junior agents, enhancing technical capabilities and service quality.
• Process Optimization: Contributed to the development of troubleshooting standards and best practices to improve team efficiency and customer satisfaction.

• Brought forth excellent customer service skills and a commitment to customer satisfaction.
• Remained flexible, adaptable, and committed to success.
• Address all customer service queries in a polite, accurate, and timely fashion.