Teams at Meriplex Communications

Provides advanced technical assistance center support, escalates and resolves workstation, application, network, VPN, Active Directory, email, server, Azure, and connectivity issues. Performs incident response, root cause analysis, scripted support, ticket documentation, and customer communication. Also develops standardized triage procedures and supports L1 analysts while working rotating shifts in a 24/7 environment.

Leads the TAC managed services team by coordinating technical escalations, major incidents, SLA performance, customer communications, and cross-functional resolution efforts. Provides technical guidance, mentorship, onboarding, and team development while improving incident, escalation, documentation, and knowledge-management processes. Oversees service delivery risks, operational reviews, root cause analysis, customer environments, and continuous improvement initiatives across Service Desk, NOC, SOC, Professional Services, and Account Management.