Technician, Network Resume Sample
Devonte Lebsack
97011 Nicolas Street,
Detroit,
MI
+1 (555) 329 4442
Work Experience
Senior Technician, Network
09/2017
-
PRESENT
Chicago, IL
- Collaborates with Level 1 and 2 technical support and software systems engineering to solution network technical issues as needed to support wide area issues and complex incidents needing restoration
- Performs root cause analysis and other process analytics utilizing the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the Incident, Problem, Change and Availability processes and guide opportunities for process improvements in time and efficiency
- Maintains all activities in accordance with EY’s compliance policies and IT Service processes to provide restorative actions within scope and aligned to operational readiness standards for data network performance
- Participates or manages outage calls or discussions and other data network impacted situations by identifying and sharing best practices to restore data network services and to mitigate future reoccurrence in IT
- Shares best practices with team and peers in the implementation of best practices to promote continuous improvement within the team and cross unit consistencies between IT departments. Mentors and trains staff in aspects of network technology as a though leader in same
- Maintains a comprehensive knowledge of IT end - to- end processes and operating environment to support proper recognition of issues or to recognize and position improvement opportunities as a way to properly support the mandate of the role in technical support
- Direct engineering and design experience in the networking and/or telecommunications industry
- Working knowledge, including the ability to setup, configure, upgrade, manage, and troubleshoot Cisco routers and switches
Network Control Technician
06/2013
-
06/2017
San Francisco, CA
- Conducts bench testing of all components and apply appropriate equipment maintenance to identify system status before shipment and storage
- Assists in research and development efforts, as requested, and modification of new and existing systems
- Primary technician for satellite deployable nodes which service over 1200 different varieties of SOFTACS family of systems
- Provide weekly, and as needed, deliverables depicting support provided to our customers
- Responsible for participating in promoting, improving, maintaining and supporting all telecommunications services and/or systems
- Assists in voice network reconfiguration and billing reconciliation’s
- Helps to ensure that all software including network control programs satisfy the communications needs covering both the hardware and software installed
- Prepares or ensures that appropriate telecommunication documentation exists, including operational instructions
AOC WS Network Junior Technician
12/2010
-
01/2013
San Francisco, CA
- Understanding of transport protocols, routing protocols, and security/authentication protocols at all layers of the OSI model with an emphasis on TCP/IP is essential
- Familiarity of networking features and protocols such as spanning tree, ARP, CDP, EIGRP, OSPF, BGP, VTP, Etherchannel, MLAG, 802.1q trunking, VSS, HSRP/VRRP, QoS, 802.11, ISDN, and IPsec
- Understand and troubleshoot network based ACL’s on routers
- Familiarity with network management tools and protocols such as SNMP, TACACS+/RADIUS, Wireshark, and Cacti/MRTG
- Experience with some of the following products: Cisco Catalyst Switches, Routers; Cisco Wireless (Prime Infrastructure, WLC, AP’s); Cisco ISE, Cisco Unified Communications (Call Manager, IP Phones, Presence, Unity, Contact Center), or Fortinet Firewalls
- Provides 24/7 on-site and telephonic support for CONUS and OCONUS Special Operations Forces Tactical Assured Connectivity Systems (SOFTACS)
- Provides Life Cycle Sustainment and Maintenance (LCSM) support which includes, but is not limited to, Tier III repairs to systems that are beyond the technical expertise of the organization’s level
- Provides installation, operation and maintenance training and troubleshooting to personnel
- Generates and maintains work orders and shipping / return of OCONUS and CONUS equipment requiring maintenance utilizing the COLTS program
Education
Warren National University
2005 - 2009
Bachelor's Degree in Computer Science
Professional Skills
- Team player; good customer service skills
- Hands-on working experience with Switches, Routers, Firewalls, Load balancers, etc
- Experience in a network and desk side technical support role
- A strong dedication to World Class Customer Service with background in phone and email etiquette
- Previous experience in a highly visible, high pressure role
- Previous experience in a technical support or NOC role
- Hands-on IT technical experience
How to write Technician, Network Resume
Technician, Network role is responsible for training, customer, software, telecommunications, languages, health, english, credit, retail, integration.
To write great resume for technician, network job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Technician, Network Resume
The section contact information is important in your technician, network resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Technician, Network Resume
The section work experience is an essential part of your technician, network resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous technician, network responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular technician, network position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Technician, Network resume experience can include:
- Serves as a liaison to users, departments and vendors by providing the assistance on all aspects of telecommunications services and systems used throughout the organization
- Applies advanced skills to resolve complex incidents independently
- Validate network or other infrastructure redundancy through ongoing testing as necessary
- Promote communication and a positive team oriented working environment while encouraging NCT skill development
- Perform service validations as required using documented operations procedures
- Set up, operate and maintain Video Teleconferencing equipment
Education on a Technician, Network Resume
Make sure to make education a priority on your technician, network resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your technician, network experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Technician, Network Resume
When listing skills on your technician, network resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical technician, network skills:
- Demonstrates solid judgment skills and asks questions when unsure
- Strong communication skills, oral and written (US English required, additional languages are valued)
- Accurately and effectively document network troubles utilizing current problem resolution (ticketing) system
- Trouble shooting skills, able to work with providers for circuit issues
- Apply problem solving skills and break down complex problems into solvable segments
- Prior experience with the administration and troubleshooting of large enterprise networks or large managed service provider network
List of Typical Experience For a Technician, Network Resume
1
Experience For Network Control Technician Resume
- Experience configuring Cisco routers and switches with specialized experience in the design, development, testing, analysis, operation or maintenance of Joint Warfighter Command, Control, Communications, Computers, Intelligence, Surveillance and Reconnaissance (C4ISR) systems Deployable Node-Lite
- Experience troubleshooting internal and external end users
- Experience in circuit testing
- 2 – 4 yrs of related experience
- Experience with network packet analysis tools (Wireshark, Fiddler, Netmon)
- Netflow analysis experience (Riverbed Profiler, Portal
- Experience in a technical support role
- Network systems experience or equivalent training and knowledge
2
Experience For Senior Technician, Network Resume
- Router/switch/hub technical support experience. Could be Cisco, Juniper, etc. It is an agnostic environment
- One year experience performing computer software installation
- One year experience performing computer hardware installation
- One year experience troubleshooting network connectivity
- Experience with shift work in a law enforcement or public safety environment
- Experience with Ethernet Fiber and Microwave Backhaul
- Current experience with Sprint Operations Services
- Demonstrated ability to investigate and quantify reported service interruptions
- Troubleshooting meeting problems, including issues capturing, recording, encoding, transmitting, or viewing streamed meetings
3
Experience For Network Operation Center Technician Resume
- Analyzing, ranking and troubleshooting alerts and error conditions on the network; coordinating the networking team’s response to monitoring alerts
- Troubleshooting meeting problems, including issues joining, conducting, or participating in phone conference meetings, VTC meetings, and/or UC meetings
- Scheduling and managing streaming broadcast meetings using streaming systems
- Scheduling and managing VTC and UC meetings using VTC systems
- Implementing approved change requests
- Coordinating system changes with user and other operations staff as required
- Prepare meeting recordings for streaming or other publication by customizing the recording presentation formats or encoding standards
- Read existing building blue prints and cabling diagrams
- Technical Training in DoD C4ISR systems to include Satellite Communications Equipment or Networking Equipment
4
Experience For Network / Telecommunications Technician Resume
- Assist in the analysis in determining business process improvements utilizing the telecommunication systems
- Responsible for completing After Action Reviews post service affecting (Critical, Major) or high visibility events
- Prepare meeting recordings with closed captioning
- Identify and isolate problems using various Network analysis tools such as data sniffers, eHealth and HPNA
- Prepare and/or ensure that appropriate telecommunications documentation exists, including operational instructions
- Performs as SME with regards to supported core technology (e.g. technical facilities, power alarming, video services, delivery technologies, etc.)
- Re-provisions, tests, maintains, and restores some or all of the supported Network/IT equipment including core, backbone devices or critical IT applications
- Perform front line troubleshooting as related to applications and network systems
- Provides network troubleshooting and support
5
Experience For Network Systems Technician Resume
- Monitor, perform proactive management and recovery procedures on computing systems, network, and applications
- Install and remove IT equipment in the Computer Room according to data center standards and best practices
- Troubleshoot circuits from fractional T1’s up to OC-1920 (100G)’s using various types of test equipment
- Technical Training in DoD C5ISR systems
- General understanding of virtual environments
- Basic understanding of tools used to bend and install conduit
- Two to five years in one or more of the following categories or equivalent required
- Assess situations and escalate properly, following internal procedure
6
Experience For Network Field Technician Resume
- Comprehensive knowledge of Video Teleconferencing Technology
- Possess moderate knowledge of the financial and retail industries, as it applies to payment instruments and services
- Documenting and coordinating the communications between multiple teams as well coordinating the communications between IBM and IBM’s customers during service-affecting events
- Assist in network reconfiguration and help to ensure that all network control programs satisfy the communications needs covering both the hardware and software installed
- Use knowledge of current systems to promote beneficial capabilities and leverage use of the system's features
- With a wide range of knowledge, reviews, analyzes, evaluates and maintains an organization's telecommunications and data network systems
- Monitor and maintain the integrity of Kinder Morgan’s telecommunication network (including but not limited to digital/analog microwave, frame, VSat, DSL, PL)
- Utilize software and hardware tools (including but not limited to Solarwinds , CW2K, Cisco, Juniper, NEC, Nortel, and microwave EMS) to identify, diagnose and drive resolution of problems and factors affecting network integrity
- Regular and direct interface with customers, vendors, field technicians and network engineers (internal and external)
7
Experience For AOC WS Network Junior Technician Resume
- Maintain accurate and current contact information with supervisor and department members
- Deal with a wide variety of people and personalities with tact, courtesy and professionalism
- Monitor large enterprise Network Operation Center networks and systems and respond to system events with Tier I support, elevating as needed to activate Tier II/III support actions
- Validate operational success of deployments/maintenances
- Receives work from the Service Assurance Tier I teams, other Tier II groups, and/or ticketing system and drives restoration
8
Experience For Senior Technician Network Resume
- Track, re-direct and escalate the workflow of incidents to subsequent support levels as needed to restore/repair incidents
- Provide feedback and recommendation for Operations Support Systems (OSS) tools improvements, process flows, event management, and correlation
- Resolve interoperability issues between customers’ hardware and Cox premise equipment
- Resolve incidents within defined time period, and escalate unresolved incidents to appropriate fix agents
- Closes Trouble Tickets and provides feedback/updates to Knowledge Objects (e.g. Methods of Procedure)
- Comply with established Change Management and Incident Management processes
9
Experience For Network Installation Technician Resume
- Coordinate with fix agents to perform repair and/or site maintenance based on the severity or type of event
- Ensure accurate and timely creation, updates and completion of all trouble tickets with prompt escalation and notification of major network or platform faults and customer impact to appropriate escalation and fix agents within defined Incident Management Service Level Agreements (SLA)
- Identify and assist in resolving multi-customer impacting platform issues
- Monitor network, platform, and service events, identify impact associated with events and incidents, create tickets as per Trouble Ticketing Guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management or other fault systems
- Monitor network and other infrastructure traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service
- Validates network or other infrastructure redundancy through ongoing testing as necessary
10
Experience For Network Install Technician Resume
- Validate restore/repair actions and clear alarms
- Functions on a 24-hour call-in basis in the event of serious incidents, as required
- Open cases with hardware vendors and drive for solutions within required SLAs
- Define the knowledge objects (step by step resolution scripts/process) to enable Tier I and NOC Technicians to drive restoration documentation
- Provides advanced technical support, customer and product support and problem resolution for the Cox network encompassing residential, Cox Business and Enterprise platforms and services
List of Typical Skills For a Technician, Network Resume
1
Skills For Network Control Technician Resume
- Strong analytical skills and logical thought processes, with ability to identify and resolve complex network problems
- Possess and utilize excellent customer relations skills
- Demonstrated ability to multitask; demonstrated flexibility and adaptability
- Demonstrated attention to detail and capability to prioritize and focus on critical tasks
- Preferably three to five years field or corporate experience specifically relating to technical support or networking, network printing and scanning
- One year experience working in a Help Desk environment (troubleshooting and diagnosing computer or network issues over the phone)
- Experience installing, troubleshooting and supporting of Cisco network routers/switches
- Experience troubleshooting and supporting desktop hardware, software, network printers, setting IP address and general network connectivity issues
2
Skills For Senior Technician, Network Resume
- Demonstrates basic knowledge of networking topics such as: routing, switching, WAN
- As Network Roaming interfaces with countries around the world, being fluent in other languages would be a strong asset
- Customer Service experience dealing with problem solving computer issues
- Good understanding of Bell policies, procedures and processes
- Directly related experience supporting network operations
3
Skills For Network Operation Center Technician Resume
- Directly related experience supporting network operations
- Experience working in a 24x7x365 environment highly desirable
- One year experience performing hardware installation
- Experience working with National Crime Center Information (NCIC)
- Demonstrates urgency and takes proactive responsibility for ensuring issues get escalated and resolved
- Two years’ experience performing computer software installations in a job environment
- Two years’ experience performing hardware installations in a job environment
4
Skills For Network / Telecommunications Technician Resume
- Full Valid UK Driving Licence is essential for this role. GCSE Maths and English or equivalent
- Multi-vendor cabling systems equipment experience is required
- Organize and prioritize daily work, and maintain strict confidentiality
- Experience with data entry work; ability to type accurately at 40 wpm
- Strives for continuous improvement and takes accountability for team success and positive customer experience
- Specific knowledge of network printing and scanning applications including color printing, scanning and storage
- Responsible for promoting, improving, maintaining and supporting all telecommunications services and/or systems
- Analyze, triage, and troubleshoot alerts and error conditions on the network, coordinating Networking’s team response to monitoring alerts
- Intermediate working knowledge of UNIX/Linux, SQL, shell scripting, XML, and a general understanding of encryption technologies (such as PGP and MD5)
5
Skills For Network Systems Technician Resume
- Basic understanding of computer networking and network protocols, such as FTP, telnet, HTTP(S), and SSH
- Able to perform advanced troubleshooting techniques and recovery procedures on Windows Server 2008/2012/2016 using a variety of server administration tools
- Familiarity with monitoring and ticketing systems
- Familiarity with signaling, call flow and voice path with the following protocols: TCP/IP, UDP/RUDP, MGCP, SIP, SS7, RTP
- Knowledge of installing and configuring network routers/switches Applications
- Advanced work in configuration, management, monitoring and troubleshooting of networks
- Applicable certifications and/or professional training (i.e. A+)
- Familiarity with application and infrastructure monitoring tools and methodologies
- Install, configure, and administer networks and servers running Windows 2012 servers, Active Directory, and DNS
6
Skills For Network Field Technician Resume
- Administer servers and manage shared network resources including printers and shared storage
- Lead diagnostic troubleshooting and problem management activities for permanent resolution of issues
- Functional knowledge IT Infrastructure components - Storage, Network, Structured Cabling
- Occasional exposure to cleaning solutions, glues, dust, and airborne particles
- Perform tasks in ceiling and subfloor crawl spaces
- Properly respond to any alerts / issues using documented procedures
- Document all actions in on-line tracking system
7
Skills For AOC WS Network Junior Technician Resume
- Responsible for overseeing the distribution of mobile tablets and devices
- Overall understanding of Telecommunications products, services and systems
- Telecommunication or IP networking-oriented certification, or progress toward certification, desirable
- Commitment to producing high-quality work
- Maintains composure during stressful situations and focuses on the end goal or results
- Telecommunication or IP networking-oriented certification, or progress toward certification desirable
- Basic knowledge of ACLs, routing protocols, Cisco router command set, VPN tunnels, router configurations, and switch configurations
- Provide first level troubleshooting for Cisco routers, switches, and connectivity
- Specialized training in EIA/TIA 568 and 569 cable standards required
8
Skills For Senior Technician Network Resume
- We immediately respond ( within 30 minutes) to the customer that we are working the issue
- Working knowledge on Network and Satellite Communications Theory
- Research and recommend available and emerging voice, data and video communication technologies to recommend future implementations
- On a regular basis, perform complex testing and analysis of all elements of the telecommunications network to include data, voice, video and SCADA
- Provides second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies
9
Skills For Network Installation Technician Resume
- Manages internal phone queues to assist with live troubleshooting in accordance with defined service level agreements
- Installs and repairs telephone lines in the Moosonee/Moose Factory area
- Maintains and repairs equipment attached to Poles and various structures
- Keeps accurate cable and facility records
- Installs communications equipment, DSL, customer demarcations, Cat 5 runs, fibre optic and various other equipment
- Adheres to all Safety regulations
- Secret clearance & Security + certification are required.
- Some knowledge of voice, data and LAN/WAN communications systems
10
Skills For Network Install Technician Resume
- Install and upgrade proprietary applications on new desktops and servers
- Identify, evaluate, recommend, and deploy patches to servers and desktops
- Administer enterprise anti-virus solutions
- Identify, evaluate and recommend hardware and software products
- Thorough knowledge of administration and support of MS Window networks, servers, PCs, managing and configuring MS Windows Server 2012 , MS Window 7 , and Active Directory
- US Citizenship is required due to data access requirements
- Responsible for the installation of DISA’s IP based (classified/unclassified) LAN/WAN, DWDM and SONET networks whether it be hardware or software upgrades/fixes, on routers, switches, long haul transport, servers, cryptographic systems and other IT equipment
- Strict attention to detail; Adherence to rigid guidelines and processes; Ability to validate, update and maintain accurate records
List of Typical Responsibilities For a Technician, Network Resume
1
Responsibilities For Network Control Technician Resume
- Coordinates and prioritizes resolution efforts and preventative maintenance. Configures devices and applications across Voice, Video, Transport, IP, Data Products and IT Infrastructure to provision, test, maintain, and restore services
- Solid interpersonal skills and teamwork abilities
- Basic knowledge computer skills (Ms Office)
- One year experience working in a Help Desk environment (troubleshooting computer issues over the phone)
- One year Customer Service experience dealing with problem solving computer issues
- Understanding of gas pipeline monitoring helpful
- Performing prescribed maintenance
- Knowledge of network monitoring and management protocols
- Comprehensive knowledge of the principles, methods, and techniques used in network troubleshooting and support
2
Responsibilities For Senior Technician, Network Resume
- Expertise in confirming compliance in accordance with commercial best practices/standards and customer provided standards
- Manage complex production support issues
- Assists with change management by creating, validating and performing pre/post change service level monitoring ensuring the health of the network, the service and customer needs
- Ensure successful implementation of restoration/repair in the network by creating and/or implementing Change Request (ECR) tickets according to defined Change Control procedures
- Close Trouble/Problem tickets as needed per Problem Management process
- Utilize advanced tools to implement and test services
3
Responsibilities For Network Operation Center Technician Resume
- Utilize automated tools to increase supportability
- Performs as Incident Commander for outages as required, to ensure effective and timely communications and coordination of resources (e.g. Technical Support Office, partners, customer) and required notifications
- Provides advanced research to address software issues
- Identify support gaps and support improvements
- Updates/maintains logs and documentation to ensure compliance with Cox and industry standards
4
Responsibilities For Network / Telecommunications Technician Resume
- Interfaces with NOC Technicians, support teams and vendors/providers. Also interfaces with Tier 3 boundary partners
- Provide ongoing support to NOC Technicians with respect to refresher training, training on new features or technologies, lessons learned, and expert trouble-shooting advice as needed
- Support process improvement activities by recommending and documenting changes to existing processes or procedures
- Collision verification and communication as it pertains to Change and Incident Management processes
- Adherence to applicable legal, regulatory and security policies
- Periodic system configuration audits
5
Responsibilities For Network Systems Technician Resume
- Ensure gateway connection problems with other agencies are promptly identified and resolved
- Provide standard performance and usage reports
- Maintain inventory, support, and maintenance records
- Participate in vendor demonstrations, meetings, and other technical venues
- Uses remote monitoring and diagnostic tools to configure and trouble-shoot network devices, sharing knowledge to assist and train Customer Service Network Technicians. Responsible for creating, updating and completing documentation associated with qualification, incident handling, problem resolution and asset tracking
- Clearly and concisely provides relevant information with the audience in mind. Responsible for maintaining the management applications and tools used to monitor, diagnose and troubleshoot the data network infrastructure
- Acts as a liaison between organizations building open and honest relationships, following through on commitments
- Responsible for device installation and/or replacement in as it relates to escalated problem resolution, upgrades and maintenance. Responsible for the coordination of all technical resources required to accomplish tasks
6
Responsibilities For Network Field Technician Resume
- Secures relevant information: Analyze customer needs, gather information from multiple sources to understand problems; analyze and identify irregularities before major problems occur documenting call data into a tracking system
- Responsible for the support of network security and public network in a predominantly Unix environment, possessing a thorough understanding of Border Networks (Internet, Intranet and Extranet) and the infrastructure associated with it to include UNIX, Load Balancing, Firewalls, intrusion detection, authentication systems and VPN
- Participate in and coordinate technical resources for disaster recovery planning and testing for infrastructure and client business applications. Lead various vendor/customer meetings on a monthly basis. Research and maintain a comprehensive knowledge of new technologies equipment and services in the data communications industry
- System issue identification and resolution by applying known first-line fixes or escalating to subject matter experts
- Use the USG Remedy System Management including: account administration/management and incident lifecycle management (creation through closure)
7
Responsibilities For AOC WS Network Junior Technician Resume
- Analyze and document issues that cannot be fixed at first level for escalation to second line
- Proactively monitor, interpret, and/or respond to alarms generated by various fault management systems
- Implement appropriate communication protocol for situation identified
- Provide vendors, support personnel an others, with technical assistance in resolution of routine system problems. Work closely with and provide support to on-call programmers and schedulers
- Ensure escalation is executed properly according to established procedures
- Provide batch adjudication console management in multi-faceted environments
- Provide input to documentation for Alarm and Response procedures for specific tools or applications
- Monitor batch schedules for successful completion
8
Responsibilities For Senior Technician Network Resume
- Preform service desk functions as required after business hours. Provide security to the Data Center and monitor critical environmental systems
- Provide services to install, troubleshoot, repair and maintain IT assets such as computers, thin clients, printers and other hardware
- Monitor platform, network and service events, identify impact associated with events and incidents, create tickets as per Trouble Ticketing Guidelines and execute pre-defined scripts in case of alarms and incidents reported by network element management and other fault detection systems
- Monitor infrastructure traffic and performance while maintaining a high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service
- Provide second tier, high-level technical support to field operations personnel through a working knowledge and broad background in core technologies
9
Responsibilities For Network Installation Technician Resume
- Ensure accurate and timely creation, updates and completion of all trouble tickets with prompt escalation and notification of major network faults and customer impacts to appropriate escalation agents within defined Incident Management Service Level Agreements (SLA)
- Validate restore/repair actions and clears alarms once approved
- Validate operational success of deployments and maintenances
- Experience providing network engineering services
- Strong capabilities to test vendor upgrades, hot fixes and service packs against the LAN/WAN infrastructure network components
- Experience in network engineering, design and implementation
10
Responsibilities For Network Install Technician Resume
- Directly related experience supporting network operations
- Manage internal phone queues to assist with live troubleshooting in accordance with defined service level agreements
- Close Trouble Tickets and provide feedback/updates to Knowledge Objects (e.g. Methods of Procedure)
- When necessary, open cases with hardware vendors and drive for solutions within required SLAs where applicable
- Resolve incidents within defined time period, and escalate unresolved incidents to appropriate fix agent
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