Javier Chacon Monge

• Monitored staff performance by actively engaging in and observing day-to-day activities.
• Attended weekly meetings to discuss and optimize strategies.
• Produced reports per week to analyze job performance against team goals.
• Participated in promotional opportunities and onboarding of new accounts.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

NOC Operations Management:

• Oversee daily NOC activities to ensure 24/7 monitoring of network performance, servers, and infrastructure.
• Develop and implement operational policies and procedures for efficient NOC operation.
• Ensure the NOC team responds promptly to alerts, escalations, and incidents to minimize downtime.
• Implement and manage ticketing systems for tracking incidents and problems.

Team Leadership & Management:

• Lead and mentor a team of NOC engineers and technicians, providing technical direction, support, and guidance.
• Conduct performance evaluations and provide feedback to staff for continuous improvement.
• Manage staffing schedules to ensure adequate NOC coverage, including on-call rotations.

Incident Management & Troubleshooting:

• Lead incident response efforts, ensuring timely resolution of network and system issues.
• Prioritize, manage, and escalate issues when necessary to minimize impact on operations.
• Collaborate with other departments (e.g., IT, Network Engineers, Development) for cross-functional problem-solving.
• Create and maintain incident reports, root cause analyses, and post-mortem documentation.

Network Monitoring & Performance Analysis:

• Use network monitoring tools (SolarWinds, Zabbix, PRTG) to ensure continuous network uptime.

• Successfully interpreted business requirements to develop and perform network solutions that support key business objectives
• Managed technologies such as Cisco, Meraki, MikroTik, VeloCloud (SD-WAN), ADTRAN, Fortinet Firewalls, Linksys, Ubiquiti Networks, PepLink (Cellular/LTE routers)
• MPLS Infrastructure
• Engineering of advance technologies including switching, routing and wireless
• Networking troubleshooting and providing solutions
• Discuss with customers possible areas of improvement within the environment
• Security infrastructure upgrades: Implement security policy using Firewalls, Access-list and router policy filters
• Voice implementation and troubleshoot such as PRI, SIP and Analog Trunks, VoIP Hosted PBX
• Manage full life-cycle of projects, to include requirements gathering, project planning, network design and testing
• Networking configuration and hardware installation
• Coordinate efforts with vendor, business partners to review and validate services functionality and proper network documentation
• Manage and effectively admin monitoring tools such as Zabbix and NAGIOS
• Proactively provide reports of LAN/WAN (bandwidth usage, up/down status, packet loss, latency, jitter).

• Successfully interpreted business requirements to develop and perform network solutions that support key business objectives
• Managed technologies such as Cisco, Meraki, MikroTik, VeloCloud (SD-WAN), ADTRAN, Fortinet Firewalls, Linksys, Ubiquiti Networks, PepLink (Cellular/LTE routers)
• MPLS Infrastructure
• Engineering of advance technologies including switching, routing and wireless
• Networking troubleshooting and providing solutions
• Discuss with customers possible areas of improvement within the environment
• Security infrastructure upgrades: Implement security policy using Firewalls, Access-list and router policy filters
• Voice implementation and troubleshoot such as PRI, SIP and Analog Trunks, VoIP Hosted PBX
• Manage full life-cycle of projects, to include requirements gathering, project planning, network design and testing
• Networking configuration and hardware installation
• Coordinate efforts with vendor, business partners to review and validate services functionality and proper network documentation
• Manage and effectively admin monitoring tools such as Zabbix and NAGIOS
• Proactively provide reports of LAN/WAN (bandwidth usage, up/down status, packet loss, latency, jitter).

• Technical Support Specialist
• QA Assistant

• Customer Service Agent
• Service Activations
• Billing Support