M Jaman

Dedicated NOC & SOC Support Engineer with 4+ years' experience in monitoring, maintaining, and troubleshooting customer network infrastructure, servers, and connectivity services in 24x7 operational environments. Skilled in Layer 2 Ethernet switching, IP routing, DHCP, DNS, Linux command-line troubleshooting, network monitoring, incident management, and technical documentation. Experienced in creating and managing support tickets, performing network maintenance and software upgrades, escalating complex incidents, and communicating technical information clearly to customers and internal engineering teams.

Strong understanding of ISP network operations, network availability, incident response, and proactive infrastructure monitoring.

NOC Support Engineer - Amex - NY

(2021-10)

• Working on NOC Support 24/7 monitoring, Incident, & Infrastructure support.
• Working extensively on Spectrum CA SME.
• Maintaining the monitoring tools like Spectrum and Splunk regular health check and upgrading as needed.
• Proactively monitored customer network infrastructure, servers, connectivity services, and network devices using enterprise monitoring and alerting tools.
• Monitoring the network availability, device health, performance, capacity, latency, packet loss, and service interruptions.
• Responded to network alerts and service-impacting events according to established operational procedures and SLAs.
• Performing the initial investigation and troubleshooting of network, server, connectivity, and infrastructure issues.
• Investigated latency, packet loss, connectivity failures, routing issues, DNS resolution problems, and service outages.
• Supported troubleshooting of VoIP and IP-based communication services.
• Communicated technical concepts clearly and professionally to customers, internal teams, and technical stakeholders.
• Handled incoming and outgoing calls related to network incidents, service interruptions, and technical support issues.
• Provided regular status updates during active incidents and maintenance activities.
• Maintained a professional customer-focused approach while managing multiple concurrent incidents.

Master of Science - Information Systems Technologies (2018)

Bachelor of Computer Science - Computer Science (2010)