Working at Oracle CMS I led the training and service for a new provider. The provider was TelcoInABox who are an MSP for large parts of Australia both in NBN and ADSL services.
After being flown out to get bespoke training with the client, I was tasked with training the team in Manila on how to best tackle ADSL connection issues for homes and businesses. This training involved teaching, testing and creating training material for all staff to use and refer to.
As I was the highest level of support offered, I had to have impeccable customer service skills, in-depth knowledge on how to resolve issues and was chosen to personally handle issues with high priority clients.
I used the Octane platform in order to access accounts and make configuration changes, alongside speaking directly with Telstra to arrange site visits and repairs that were needed for the end users.
This is where I first began my networking journey professionally and became an itch that I haven't been able to get rid of.