Provide advanced telephone-based technical support for enterprise networks (Metro-Ethernet, MPLS, VOIP, PBX). Work with NOC for proactive alerts, troubleshoot LAN/WAN protocols, support high-value commercial accounts, and document/resolved issues while maintaining customer communication and uptime.

Plan, prepare, and deliver instructor-led and virtual training curricula, assess and coach learners, manage classrooms and learning environments (including LMS setup), partner with HR and business leaders on onboarding and performance issues, analyze evaluations to improve content, act as SME with Learning Design, and support train-the-trainer and project initiatives.