Tariq Kwegyir

Network Operations Center Engineer @Blackhawk Network

Responsible for monitoring the capacity and performance of computer systems, troubleshooting problems, tracking all issues, reporting incidents, updating ticketing systems, coordinating with third-party vendors and other IT teams, and resolving the identified problems accurately.Selected Contributions: Take the lead in managing customer tickets, promptly addressing client requests and resolving issues within the agreed SLA timeframes. Skillfully oversee service ticket lifecycles, from initiation to resolution, while managing incoming calls and monitoring multiple email accounts with attentiveness. Ensure effective and direct communication with customers regarding issues, outages, and maintenance activities, while consistently updating and maintaining detailed notes within the ticketing systems for comprehensive documentation of issue resolution processes. Abide by specific documentation standards to ensure the accuracy & consistency of customer technical details. Proficiently handle and maintain monitoring and alerting systems, ensuring their proper functioning and effectiveness in alerting key stakeholders when needed. Conduct thorough evaluations to identify and assess solutions for system integration, providing expert recommendations for implementation and troubleshooting processes. Thoroughly research and pinpoint recurring issues, collaborating closely with Site Reliability, platform owners, and support teams to understand root causes, implement corrective actions, and develop robust long-term remediation strategies.