John Samuels McKenzie

• I worked at Convergys as a TAC engineer assisting customers with technical issues regarding our products. • We worked with L2 switches, L3 switches and Routers. Some of the products were able to create stacks and fabrics. Those are similar to server clusters. • Issues evolved VLAN and port configuration, Stacking issues, problem with the modules and SFPs, ARP, Spanning tree, Multicast, OSPF, BGP, MPLS and others. • We worked with tickets. We had specific SLAs and metrics that we needed to meet. • I assisted customers on P1 situations when their network was completely down and their production was being affected.

• CRG was developing a monitoring solution with IT services for different clients. We started with networking solutions, which included Voice as well. • I was more focus on the networking part. My role was to perform level 1 troubleshooting and monitoring. • After we added more clients, we began performing more and more tasks, so we had to change the name of our service because we were not doing only networking solutions anymore and started providing IT solutions for different equipment like servers and computers. • As I had a lot of freedom with the tools, I liked to improve in every aspect I could and find new ideas to make the work more efficient. Of course, you need to know what you are doing before playing round with the tools, so research was a pretty important task. • I started getting a better understanding on the processes and their importance. I feel like I became a lot more mature in that sense. • It was interesting to be now the one calling to TAC.